Global company profits from enterprise request management upgrade

Schneider Electric has upgraded and expanded its enterprise request management (ERM) system with software from Kinetic Data. The global organization, which supplies business and residential energy products and services, has 170,000 employees in 134 countries.

John Conroy, director of user life cycle at Schneider Electric, says, “Although we had a sound foundation for ERM, the frontend request portal hadn’t been updated to reflect our company’s changing needs and growth. In 2010, mobile devices weren’t prevalent, but today they’re driving people’s expectations for a fast, simple experience. We had to take action.”

Benefits of the service portal update at Schneider Electric are said to include:

:
• a 38 percent shift from phone to Web portal requests, representing $1.4 million in cost savings;
• a 50 percent improvement in portal load time;
• an 80 percent reduction in submission time from using its search feature and login intelligence that fills in forms automatically; and
• a 54 percent reduction in misrouted tickets, saving an estimated 260 labor hours.

Users have had a positive response to the implementation. Conroy says, “The comments were a pleasant surprise. The internal chat system lit up with comments from all over the globe like ‘bravo’ and ‘magnificent design.’ ”

With the success of the new portal, Schneider Electric plans to translate the site into French, German and Chinese. The company also plans to expand use of Kinetic Data’s ERM technology outside the IT department to manage facilities, human resources and copy center requests.

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