Are Your Users "Clicked" Off? Increasing Employee Productivity and Satisfaction through User Engagement Tools
In my conversations with executives worldwide, ERP systems often seem to be a source of continuous frustration for end users. Simple tasks frequently require end users to access multiple systems to execute transactions or get the data they need. Navigating between systems is hard, and employees need a lot of training to do their jobs, especially new and infrequent users.
If this sounds familiar, you know that it can create both employee and customer dissatisfaction. But what's the most effective way to address this when you've already made a huge investment in your current ERP system?
A key is to create intuitive, reusable front-end interfaces that map to employee roles for increased user engagement.
Employees first makes for real-world results
Getting started involves understanding what employees are required to do, and how they are actually getting their jobs done. Are they following an established logical workflow that can easily adjust to situation-specific needs? Or are system limitations leading to unproductive workarounds or manual steps? By capturing this information, you can take action to build more effective role-based interfaces.
Achieving an improvement in "Clicktivity™" can help. This correlates to reducing both the current number of screens accessed and clicks per screen needed to perform a specific function. For example, Deloitte worked with an ERP client whose call center platform included nine backend systems, with a complex process in place to handle customer service requests and related system updates. Deloitte provided tailored services and solutions that helped the company more effectively identify how representatives worked on a daily basis, and the client eliminated time-consuming manual steps and automated updates across its back-end systems. As a result, customer service calls now require an average of 60 percent fewer clicks to closure, and employee productivity has soared.
By leveraging the right tools and knowledge, you can build interfaces that can be reused when you upgrade your ERP system, or adopt a new one—without requiring major back-end changes or additional employee training.
For more information on getting the most from your ERP system, see our latest white paper "Common pitfalls most make in ERP implementations and countermeasures to avoid them."
Clicktivity™ is a trademark of Deloitte Consulting LLP.
|Jaco Van Eeden
Deloitte Consulting LLP