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Enterprise Systems – I

September 09, 2015

In our blog series on “Enterprise Mobility,” we have discussed on Enterprise Ecosystem and landscape. In the present blog, we shall know more about the segments present in an enterprise.

An enterprise has several business units and systems at the execution level. Acronyms like FSM -Field Service Management, CRM- Customer Service Management, SCM-Supply Chain Management, ERP – Enterprise Resource Planning, ESP- Enterprise Social Platform, ECM – Enterprise Content Management act as enterprise segments or systems. It’s difficult to exist in isolation for any system at the enterprise. Hence, it is very obvious to embrace some overlap of features, solutions, and services within the system. In this blog, we will see about FSM, CRM and SCM.

Enterprise Systems – I

Field Service Management (FSM) :

Field service jobs are the area of complexity for enterprise as well as individuals. Field service schedule management, client interaction, and real-time task management are hectic and demanding. Field service lifecycle has a new appointment, assigning of resource, process/execute resource tracking, review/assess/feedback, close/complete flow, analytics report. Mobile-centric transformational solutions lead to an effective solution with better utilization of time and money for enterprises as well as individuals.

Field Service Management (FSM) is the solution or catalyst to entertain objectives of workforce optimizations for an enterprise. FSM solutions can affirm introductory features like workforce management, schedule management, support data on the move (online/offline), real-time statistics, location tracking, business intelligence, social network collaboration, payment gateway integration. Mobiles can be facilitators for data collection, user feedback, schedule, etc., as per desired FSM solution. With these features, Field Service Management solutions inherit benefits likewise increased efficiency, time-based routing, real-time analysis, and optimized cost/time.

Customer Relationship Management (CRM) :

One of the imperative needs of any enterprise is an efficient CRM. It is the system for enterprise customers’ management. The CRM system plays an important role to feed enterprise core motives. Basic objectives behind CRM systems are customer acquisition, retention, and migration with increased profitability. It primarily deals with sales, marketing, and the customer which are important entities for any business.

The CRM solution possess the following features but aren’t limited to: (1) Contact and account management (2) communication tracking (3) scheduling (4) sales automation, tracking, and forecasting (5) marketing automation (6) customer service (7) knowledge management

Customer engagement can be defined in three steps as below:

Here, Lead is a new identified person or company that can have potential to be an opportunity. Opportunity is the potential lead. It goes through versatile sales stages (proposal, quote, etc.) for selling a product or service. Account is engaged to lead with business relationships though it’s not necessary to initiate the purchase of any service or product yet.

Supply Chain Management (SCM) :

Enterprises manufacturing systems require solutions to deal with end-to-end cycles from supplier to consumer. SCM is all about managing the life cycle from supplier to consumer as per enterprise need. Goods supplier, product manufacturing, warehouses, transportation/distribution, and customers are the entities/parties involved with any supply chain management system. SCM has introduced versatile changes and innovations from time to time as per emerging technologies. Mobiles had introduced respectively optimized and innovative solutions to the SCM system of an enterprise.

The features are inventory management; worker management; controlling and tracking data, flow and locations; real-time schedule, notifications, and alerts; real-time information at different levels; logistics and reports.

Innovative SCM provides: reduced employee downtime, responsiveness to customers, control, and tracking of the overall system. Mobile apps with the location, map and adequate information help to optimize supply chain ecosystem.

In our next blog, we will be discussing Enterprise Resource Planning (ERP), Enterprise Social Platform (ESP), Enterprise Content Management (ECM).

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