The Biggest (Overlooked) Tech Challenges for Retailers in 2015

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.

Top retail technology challenges in 2015Most 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”

Customer Satisfaction Soars at ATS with Enterprise Request Management

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.

Automating workflow processes with ERMWhat does that look like in the real world? Continue reading “Customer Satisfaction Soars at ATS with Enterprise Request Management”

Five More Key Takeaways from the HDI – itSMF USA Service Management Report

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.

Service management is not just for IT anymore Continue reading “Five More Key Takeaways from the HDI – itSMF USA Service Management Report”

Six 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.

ITSM isn't just for IT anymore Continue reading “Six Key Takeaways from the HDI – itSMF USA Service Management Report”

Upcoming Webinar: The Enterprise Request Management Approach to Reducing the Cost of Service Delivery

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!