1. Mobile compatibility: Employees must access the ESM platform on mobile devices in a work environment. Make sure the platform is compatible with both iOS and Android devices.
2. Customizable features: Every business has unique needs, so choose an ESM platform that offers customizable features. It could include creating custom groups, setting up targeted communications, or integrating with other business applications.
3. Analytics and reporting capabilities: Access to analytics and reporting tools is crucial for measuring ESM platform effectiveness. Look for a platform that provides insights into engagement levels, popular topics and user activity.
4. Integration options: The ESM platform must easily integrate with the organization’s other tools. It could include project management software or customer relationship management systems.
5. Security features: Ensure the ESM platform chosen has strong security to protect vital company information. It could include data encryption, multi-factor authentication and permissions settings.
6. Collaboration tools: Look for features in an ESM platform that enhance employee collaboration through improved communication. It could include chat functionality, document sharing and project management tools.
Enterprise Service Management Examples
ESM is a strategy that expands IT Service Management principles to non-IT business functions. Many brands have adopted ESM to streamline processes and boost business growth. Here are five enterprise service management examples:
1. Coca-Cola
Coca-Cola is a global beverage giant that implemented ESM to improve service delivery across its various departments. Coca-Cola streamlined service processes to cut costs, enhance communication and boost productivity. The result was a more efficient organization that was better able to meet the needs of its customers.
2. Walmart
Walmart is one of the largest retailer globally. They utilized ESM to streamline procurement and supply chain management. Integrating ITSM principles in non-IT areas helped Walmart enhance collaboration and resource allocation. The organization became more agile and responsive, better meeting customer demands.
3. Airbnb
Airbnb, the popular online marketplace for short-term lodging, implemented ESM to improve customer service. Airbnb centralized service management globally to enhance consistency and personalize customer experiences. The result was increased customer satisfaction, loyalty and retention.
4. Microsoft
Microsoft, the multinational tech company, implemented ESM to enhance internal employee support and service delivery. Microsoft streamlined processes and enhanced productivity by applying ITSM principles to other business functions. The result was a more productive workforce that was better able to drive business growth.
5. Cisco Systems
Cisco Systems, a top networking provider, adopted ESM for better global workforce collaboration. It integrated ITSM principles across non-IT departments to eliminate silos and encourage improvement. The outcome was an improved organization able to better meet customer needs.
Top 5 Enterprise Service Management (ESM) Systems
Finding the right ESM system can make a significant difference in how to manage business operations. The article discusses the top 5 ESM systems that have gained popularity for their functionality, user-friendly interface and customization options.
1. Veemo