Responding to changing consumer expectations, price-sensitivity exacerbated by the great recession, and increasingly tech-savvy shoppers has forced broad and deep adoption of new technologies by retailers. Everyone knows that.
Most retailers by now have developed strategies for addressing mobile payments, personalization, beacons, omnichannel inventory management, big data analytics, showrooming, webrooming, and buy online / pick up in store—even if the processes and supporting technologies still sometimes have a few rough edges.
Early adopters are exploring strategies for incorporating the Internet of Things (IoT), 3D printing, virtual assistants, and same-day delivery.
Continue reading “The Biggest (Overlooked) Tech Challenges for Retailers in 2015”
As noted here before (and here and here), enterprise request management (ERM) is a business-efficiency strategy that reduces service delivery costs while increasing user satisfaction. Combining a single intuitive portal for requesting any type of enterprise service with back-end process automation, the ERM approach simplifies request management for employees, accelerates service delivery, and ensures first-time fulfillment.
What does that look like in the real world? Continue reading “Customer Satisfaction Soars at ATS with Enterprise Request Management”
As noted in part one of this two-post series, ITSM tools and principles are being embraced in shared service functions (HR, finance, facilities, etc.) in an increasing number of organizations to reduce costs, improve processes, better align IT with the business, and make users happier.
Continue reading “Five More Key Takeaways from the HDI – itSMF USA Service Management Report”
IT service management (ITSM) principles are being embraced in shared service functions (HR, finance, facilities, etc.) in an increasing number of organizations. Whether applied within the enterprise or by service providers, ITSM tools and practices are helping to improve processes and reduce service costs. The results are better alignment between IT and business functions, faster service fulfillment, and happier end users.
Continue reading “Six Key Takeaways from the HDI – itSMF USA Service Management Report”
In survey after survey conducted by leading business publications and analyst firms, executives consistently rank “making business processes more efficient” and “improving the customer experience” among their top priorities. Yet organizations continue to struggle with inefficiencies and customer satisfaction issues.
Business process automation (BPA) software can help–but it’s only a tool. If processes themselves aren’t engineered to optimize the customer experience, the result is simply that broken processes get completed more quickly. Enterprise Request Management (ERM) is a strategy geared towards improving service, while reducing the cost of delivery in an scalable and risk-managed approach.
What’s needed is a different approach to managing service requests and delivery, an approach that:
- makes it easy for customers (whether internal or external) to request services of any type from a single, intuitive interface (with the simple elegance of websites like Amazon.com);
- enables business managers to define and continually refine their own automated processes and task workflows, with minimal assistance from IT;
- leverages investments in existing enterprise software systems and federated data sources–while hiding the complexity from users; and
- automates approvals, scheduling, costing, and reporting to support continuous process improvement.
You can learn more about the ERM approach in the upcoming webinar on May 22nd at 2:00 EDT. If delighting customers while decreasing service delivery costs sounds appealing, register for this webinar today!