Greater flexibility and better customer service top ERP users’ wish list
O
ver one in three (35 per cent) UK IT decision-makers cite greater flexibility as the top improvement they would make to their existing ERP systems, according to an independent report launched by global enterprise applications company IFS. This is closely followed by higher standards of customer service,
with 29 per cent seeking improved relations.
Better training and usability top the respective wish lists of 18 per cent and 9 per cent of those surveyed. Notably, all of these desired improvements come before clearer visibility of return on investment (4 per cent), despite the current business focus on cost efficiency. Additionally, 15 per cent of IT decision-makers couldn’t express confidence that their current ERP system is flexible enough to work efficiently alongside other tools and business systems. Tellingly, only 5 per cent of those surveyed would not alter any element of their existing ERP suites.
“The emphasis on ERP delivery is changing from cost focus to effectiveness; it is more about doing the right things, and in the right way.” – Sille Gavnholt Jygert, Frost & Sullivan.
Sille Gavnholt Jygert, consultant & programme manager at analyst firm Frost & Sullivan, said: “The emphasis on ERP delivery is changing from cost focus to effectiveness; it is more about doing the right things, and in the right way. This often means that more flexibility has to be built into how ERP is delivered and used.” Frost & Sullivan believes there are three core areas that can help users get more out of their ERP through increased flexibility and business focus:
• Increased focus on the processes that the ERP system is meant to support and the change process for users.
• New service delivery and support models: We believe that increasingly, vendors will have to deliver support for a business issue as opposed to support for a specific technology to accommodate an ever faster changing environment which, in turn, will change the service delivery models.
• Customer service: Ensuring users are getting the most out of the system. Customer service has traditionally been reactive. However, we believe that new, more engaging models will emerge to support the business process and engage users, thereby more effectively help them utilise the system to address the business issues they face.
According to James Greaves, systems manager at mechanical and aeronautical engineering company Portsmouth Aviation, the ability to be flexible and address evolving business issues is one of the key attributes sought in an ERP vendor and their applications. “Portsmouth Aviation would not have developed into the successful company it is today without a flexible ERP framework reinforced with first-rate levels of intuitive technical support,” he said. “The standard functionalities of IFS Applications have enabled us to optimise controls over features including reporting, securities and interfaces. This has earned a better user response from all levels of staff, from the administrative team to the board of directors.”
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March 2011
MANUFACTURING &LOGISTICS
IT 29
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