ST. PAUL, Minn. (June 3, 2015) — Most business leaders cite growing revenue and improving the customer experience as their top goals for 2015. No surprise. And happy employees make for happy customers, which improves business outcomes. A virtuous circle.
Technology can play a key role in helping employees achieve and stay in "the flow" -- the state of maximum performance and productivity. Technology problems and resource issues can interrupt the flow, leading to employee frustration and reduced productivity that ultimately impacts customer satisfaction and business results.
Proactively addressing technology issues through a workforce enablement approach keeps employees in the flow. Implementing an enterprise request management (ERM) strategy as part of workforce enablement helps organizations keep their employees productive and happy using software that is easy to use, personalized, and enables employees to quickly request and receive any resources needed to do their jobs.
The new on-demand webcast, "Rewriting the Rules of Service Management," hosted by Kinetic Data and featuring Eveline Oehrlich of Forrester Research, covers these topics and more.
"Implementing an ERM initiative can make life easier for a company’s employees," said Kelly Heikkila, director of products at Kinetic Data. "By starting out with tasks that are easily automated and then taking an iterative approach incorporating feedback to automate more complex tasks, employees feel empowered — which results in increased customer satisfaction."
Research by Forrester (Business Technographics Global Devices and Security Workforce Survey 2014 report) showed that 64 percent of employees try to solve their own technology problems. In order to be effective, Forrester noted, this workforce enablement must be pain-free, proactive, personalized, and productive.
According to Oehrlich's presentation, the service catalog is transitioning from a static list to an app store as part of an interconnected ecosystem bringing together cloud and IT management solutions, software portals and mobile device management. Employees need to have as personalized and enjoyable of an experience working with the technology management team as they do ordering from Amazon.
As Vice President and Research Director serving Infrastructure and Operations Professionals, Oehrlich’s research focuses on the implementation of best practices around people, processes and technology to advance business technology (BT) and IT operations teams into the age of the customer. Her coverage includes service management from a holistic or partial perspective, including topics such as service portfolio management, technology business management and many other aspects of BT and IT.
To get instant access to the full webcast, visit www.kineticdata.com/news/webinars/rewriting-the-rules.html.
About Kinetic Data(www.kineticdata.com)
Kinetic Data has helped hundreds of Fortune 500 and government customers—including General Mills, Avon, Intel, 3M and the U.S. Department of Transportation — implement integrated workflow systems, including enterprise request management (ERM) systems with centralized portals. Kinetic Data has been recognized with numerous awards for its superior products and support. The company serves customers from its headquarters in St. Paul, Minn., offices in Sydney, Australia, and through a network of reseller partners. For more information, visit www.kineticdata.com.