How Do You Properly Implement Service Management Software ERP?
There are several things to carefully consider while choosing service management software and planning how you will explore and improve your business practices. Honest research, openness to change, and an experienced ERP team working with you will most often result in greater improvements in profit, customer service and company efficiency.
Here are suggested steps to follow when choosing and implementing Service Management Software:
- Take the time to clarify and commit to your objectives, which could include improved service, speedier processes, and greater profit for your company. Realize that while the exploration and implementation phases aren’t simple or short, the best results will occur with proper planning and deep and accurate business analysis at all levels of the company.
- Do preliminary discovery/fact finding/needs analysis regarding your business operations over 4-6 weeks. Your ERP business analyst, such as one from Essential Software Solutions, can help you uncover inefficiencies. Have your business analyst observe all processes within your company step by step. The Infor White Paper How to calculate the budget requirements and estimate return on investment for your service management software suggests 10 areas to look at, including workforce productivity opportunities (getting more billable tasks done), eliminating any dual data entry, eliminating wasted resources, and removing or smoothing obstacles to resolutions (for example, why aren’t service requests completed – eg. no parts, no shared knowledge, no technicians, poor communication, etc.)
- Translate Customer Service and Productivity Issues into $. You need these numbers to not only compare with the cost of your Service Management software, but also as benchmarks from which new performance improvements will be measured. This step will require some data massage and creative thinking. How much does it cost for one service call at present? Include salary, benefits, software licenses, gas, cost of mobile phones or other connectivity, etc. What is the cost of a time delay in delivering your product because of an inventory or manufacturing issue? What is the cost of acquiring a new customer (and is the cost of losing a customer greater than that? Probably).
- Determine price of the solution you need to resolve these issues. Consider: business analysis, software costs, hardware costs, connectivity (mobile delivery of information often speeds up service and reduces communication mix ups), customization, implementation, training, and support. Costs for hardware may be zero, though, as many companies today opt for Software as a Service, which means you pay a monthly fee and the ERP software people maintain the servers)
- Plan it out with an experienced team – and, realize that, after a successful implementation, profits from business and process improvements will likely continue for the next 10 years. Many companies can implement a Service Management solution within 1 year. After that, the system will pay for itself within 18 months – 3 years. Beyond those 3 years, there are often 5-7 more years beyond that where profits and customer satisfaction continue to increase.
For more information on how to calculate project and budget requirements for Service Management software project, contact Essential Software Solutions (ESS) in Vancouver, BC at 1-800-661-4456 and/or Calgary, Alberta at 403-774-5817.
One of our key differentiators at ESS, in addition to being in business for the past 35 years, is the experience and expertise our people bring to the table. Not only is our internal retention rate strong, but our true understanding of manufacturing makes us stand out from the competition.
Two of our manufacturing consultants have earned the CFPIM designation with Certified Fellowships in Production and Inventory Management from APICS and are APICS-certified Instructors. Less than 3% of men and women who earn a CPIM designation worldwide qualify for the “Fellowship” designation. Our manufacturing consultants regularly present at APICS meetings, as well as continue to teach the accredited APICS courses at the British Columbia Institute of Technology (BCIT).
The ESS Implementation Team focuses on manufacturing, operations, inventory management and distribution, leveraging proven technology and processes to make our customers more competitive and profitable.