How can you measure the impact of ERP on customer service?

2 Customer service metrics

Customer service metrics are quantitative measures that can help you assess the quality and performance of your service delivery and customer interactions. They can be used to monitor and improve your service operations, identify issues and opportunities, and align your goals with customer needs. Common customer service metrics include customer satisfaction (CSAT), net promoter score (NPS), customer effort score (CES), first contact resolution (FCR), and average handle time (AHT). CSAT measures the degree to which customers are happy with your service, usually through surveys or ratings. NPS calculates the likelihood that customers will recommend your service, while CES gauges the ease or difficulty of doing business with your service. FCR is the percentage of customer issues resolved on the first contact, and AHT is the average time it takes to complete a customer interaction.

3 ERP impact assessment

ERP impact assessment is the process of evaluating how ERP affects your customer service metrics and outcomes. It can help you understand the benefits and challenges of ERP for your service operations, as well as the areas that need improvement or adjustment. To do so, there are several methods and tools available, such as benchmarking, data analysis, case studies, interviews, and focus groups. For example, you can compare customer service metrics before and after the implementation of ERP or with other similar organizations that use ERP to identify gaps and best practices. You can also use statistical techniques to analyze the data collected from your ERP system and customer service channels to find patterns, trends, and correlations. Additionally, you can examine specific scenarios of how ERP affects customer service and gather qualitative information from staff, managers, and customers regarding the impact of ERP on customer service.

4 ERP training and development

ERP training and development is the process of providing your service staff with the knowledge and skills to use the ERP system effectively and efficiently. This can help maximize the impact of ERP on customer service, by ensuring your staff are confident, competent, and comfortable with the system. To achieve this, best practices include aligning training objectives and content with customer service goals, providing different types of training methods and materials, incorporating feedback and evaluation mechanisms, and offering continuous and ongoing training. This will help measure the effectiveness of training, identify strengths and weaknesses of your staff, and keep them updated and engaged with the ERP system.

5 ERP change management

ERP change management is the process of managing the organizational and behavioral changes that result from the implementation and adoption of ERP, aiming to minimize the negative impact of ERP on customer service. To ensure successful ERP change management, it’s important to communicate the vision and benefits of ERP for service operations and customer service, involving staff and customers in the planning and decision-making process. Additionally, create a clear and realistic roadmap and timeline for the ERP implementation, assigning roles and responsibilities to stakeholders. Furthermore, provide adequate resources and incentives for staff and customers to learn and adapt to the ERP system. Finally, monitor and review the impact of ERP on customer service, making adjustments as needed based on feedback from staff and customers.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?