To Get More from ERM, Think Outside the Office
One key benefit of the enterprise request management (ERM) approach—one centralized, intuitive portal for requesting any type of goods or services employees need to do their jobs, coupled with back-end process automation for scheduling and fulfillment—is that it enables workers to submit and check on the status of requests any time, from any device.
That doesn’t only mean employees can submit the same types of requests (e.g., password resets, incident reports, repair orders, PTO requests, etc.) from a mobile device as from a desktop or laptop browser, but also that service providers and business process owners can offer services and capabilities through the portal that are unique to mobile or remote workers.
Property damage reporting: enable employees to report any type of external damage to buildings or company property. This is particularly applicable to businesses with large or semi-rural campuses, or remote facilities. Examples can include anything from vandalism to storm damage, peeling paint, trees down, lights out in a parking lot or ramp, cracked pavement, or other issues.
The ERM portal can automatically capture location information from smartphones and even enable employees to upload pictures of the problem.
Remote workers / office support: make it easy for those working in remote or satellite offices to request items such as printed materials, bulk supplies, promotional items (company logo pens, shirts, flash drives, water bottles, etc.), product samples, or other items.
Delivery driver services: give drivers a simple way to request a service or sales call, apply a credit to a customer account, or perform other common actions while on-site with customers.
Environmental compliance: this is one of the more unusual yet highly practical applications for ERM—chemical companies, power plants, mines, oil wells / fracking sites and other types of facilities may be required to test any animals found dead in the area for contamination or exposure. An ERM service can enable employees to easily report the location of deceased wildlife for specialized collection and testing.
Visitor preregistration: enable sales or other employees to preregister visitors to a secure facility so that access badges, welcome signage, and any other preparations needed can be completed prior to visitor arrival.
Channel partner support: similar to remote office support, provide channel service or sales partners with an easy way to request sales collateral, product samples and images, training, and other information, services, and goods that assist and enhance their efforts—particularly when on-site with customers.
College campus services: serve diverse constituencies including professors, administrators, facilities management and other employees, and of course students, with resources and services for academic, foodservice, maintenance, security, transportation and other purposes.
In some cases, easy-to-use apps for some of these applications will already be in place; if a remote employee’s needs can be met via that route, there’s need to reinvent the wheel of course.
But ERM can be valuable when remote capabilities don’t exist or are cumbersome, and are most valuable when an individual may need to do a variety of tasks and access different systems from a mobile device. ERM provides one unified, simple, responsive interface for performing different actions, making any variety of requests, and accessing diverse back-end systems, applications, and data sources.
As noted previously, ERM portals can display only selected items and services based on employee role and login. When accessed via a mobile device, specific services can be presented (or not) based on the user’s current location as well.
An ERM strategy is very powerful for simplifying service requests and delivery across the enterprise. But to get the most out of this approach, think outside the physical confines of the enterprise as well.
Download the white paper Enterprise Request Management: The Technology to find out more.