Five Ways ERM Improves Employee Productivity
The enterprise request management (ERM) approach—combining a single intuitive web portal with back-end service delivery process automation, giving employees one place to request anything needed to do their jobs—provides several benefits to organizations.
An ERM strategy reduces service delivery costs while ensuring first-time fulfillment and leveraging technology and knowledge in which the enterprise has already invested.
But ERM also increases employee productivity (and job satisfaction) by removing obstacles to getting work done efficiently. Here are five ways implementing an ERM system improves productivity:
One place to go for any request: with ERM, there’s no need to investigate or figure out which system to use for what kind of request, or even any need to know which department offers each specific resource or service. Employees have one intuitive portal through which to place any type of request (repairs, tech support, PTO, etc.) from any shared services group (HR, IT, facilities, etc.).
Faster request submission: as noted here previously, an ERM portal enables employees to find service items and submit requests with just a few clicks. Information that is “known” about the employee based on his or her login (name, email, location, etc.) is pre-filled, eliminating the need for redundant data entry. The result is that request submission time is typically cut by 80%-95%.
Employees stay in the flow: Forrester Research has found that “A growing body of scientific research is proving that supporting employees’ ability to reach a mental state called flow and making sure that job-related resources match job demands” is vital to increasing both employee productivity and customer satisfaction, thereby improving both top-line and bottom-line growth.
“Flow” here is defined as the mental state in which employees are mentally immersed in a linear stretch of highly demanding work. Free of distractions or interruptions (or at least, with such disruptions minimized) employees are able to maximize their productivity on valuable tasks or projects.
ERM supports this flow by enabling employees to quickly get into the portal, find what they need, submit their requests, and then return to the tasks at hand, minimizing the interruption when a new resource or service is needed, or a technical glitch is encountered.
Accelerated fulfillment: using an ERM portal, employees get the goods, resources, services, repairs, or answers they need quickly, minimizing any disruption to their productive work flow. The back-end process automation in ERM provides more accurate routing (so requests, questions and incident reports reach the right group right away) as well as faster approval and fulfillment.
Automated request management: with ERM, there’s no need for employees to manually walk requests through the system or “babysit” request fulfillment processes. Back-end approvals, scheduling and fulfillment are automated, and employees can easily check on the status of any open requests through the ERM portal (similar to package tracking for ecommerce orders).
The ERM approach offers a compelling return on investment. It not only reduces service delivery costs, but also improves employee productivity (and job satisfaction) by minimizing obstacles and disruptions that prevent them from getting work done. Happier employees, happier customers, and a healthier bottom line make ERM a strategy worth investigating.
Download the whitepaper Enterprise Request Management: An Overview for more information.