To understand the benefits of adopting an enterprise service management solution, consider how the discipline of IT service management (ITSM) has transformed IT departments. Before ITSM tools became commonplace, the process of solving even a simple IT problem (a broken printer, server access issues, a frozen screen) could feel byzantine to customers. Complaints about not knowing who to contact, or how, were common; and support processes were terribly inefficient, to say the least.
Enter ITSM, which has vastly improved the workflow for both customers and support staff. With an ITSM solution in place, customers make a request through a self-service portal, which is quickly routed to the appropriate team and contact person. Automatic email responses and updates mean the status is clear to customers at every step—whether it turns into a trouble ticket or an approval, the service request can be tracked and managed through a single solution.
Tweet this: Adopting an enterprise service management solution can transform the way any department functions
Enterprise service management (ESM) extends the same processes to other parts of your organization. From human resources to facilities to accounting to legal—pretty much any department that responds to internal requests can streamline the way work is done through ESM. Here are five specific ways an ESM solution can bring value to your entire organization.
1. Increased User Satisfaction
There has been another major change to occur over the past 10 years: the rise of the smartphone. We smartphone users have become accustomed not only to servicing our own needs, but also to the immediate gratification of doing so. For example, I recently planned a trip to Las Vegas. I made travel reservations on my phone and checked into my flight on the phone. I used it to check the weather so I knew what to bring. When I arrived in Las Vegas, I used it to get a taxi. I go to one place, my phone, to handle everything in my life.
Organizations that embrace an ESM solution create a similar self-service portal experience for their business users—a single place to request support from any department within the organization. Employees have the ability to register their own requests, as well as track and view the status of each, reducing the burden on service departments to provide updates. This easy-to-use, centralized approach is one of the most popular features with end users.
2. Improved Efficiency
The automated workflow that has helped the IT department save time and reduce errors can easily achieve the same results in other departments. Throughout the organization, there remain countless, seemingly simple tasks that rely on inefficient tools such as phone calls, emails, shared spreadsheets, and meetings to complete. With an ESM solution, a single tool can modernize these processes by automating and simplifying repetitive functions and reducing the soft cost of wasted time and energy. It can also provide a new level of transparency and accountability for every task, which can help shore up efficiencies over time.
Tweet this: Increased user satisfaction and improved efficiency are just two perks of integrating an ESM solution
3. Increased Cross-Department Collaboration
With an ESM portal, service requests can be made to more than one team simultaneously, and with full transparency of the progress, making it easier for units to work together to complete shared goals. For example, if you need to onboard an employee who requires a laptop from IT, a desk from operations, a corporate card from accounting, a vehicle from fleet, and so on, identifying each departmental ask can be as easy as checking off the boxes in a preprogrammed system. The efforts of each team can be tracked and reported, making it easier to identify obstacles.
4. Consolidated Platforms
Because operations often build as they grow, there may be multiple software platforms in place to perform different aspects of service management. These may be older applications, which are costlier to maintain, not easily customizable, and lack the flexibility needed for integration with newer products. With an ESM solution, customers can consolidate to a common and modern platform, bringing licensing, support, administration, and technical staff down to a single product and, in most cases, a single tool. This can increase the efficiency of your enterprise systems, and leading to significant to hard and soft dollar savings.
5. Sophisticated Reporting and Analytics
In the email-and-phone-call past, it was not always clear how much time was needed to resolve a single request, how many requests each team member was working on, or how many could be completed in a day. With a strong ESM solution, these metrics are systematically tracked and can be used to tell a story. Your operation can get a clear view of the volume of service requests and track the efficiency of the processes used to fulfill them. This can help you analyze and plan resources based on need, and can put you in a better position to spot seasonal or long-term trends.
In short, implementing an ESM solution across the organization can have a transformative impact on the business: Not only do customers get the satisfaction of an easy, one-stop-shop service request experience, but your organization’s overall efficiency increases thanks to better reporting, workflows, and use of a single product.
Next Up: Boost Your HR Team’s Productivity
See how Cherwell’s HR Case Management mApp brings HR into the digital era