Flexibility and customer service top ERP users’ wish lists

That's among key findings of an independent report published yesterday (22 February 2011) by manufacturing business software company IFS. Its report also reveals that higher standards of customer service are the number two priority, with 29% seeking improved relations, followed by better training and usability (18% and 9% respectively). Alastair Sorbie, long-term IFS-er and CEO of the global software company, makes the point that all of these desired improvements come ahead of ROI (4%), despite current UK businesses' focus on cost efficiency. "It's significant that most businesses desire greater flexibility in their ERP systems and better customer service from providers above factors such as clearer measurement of ROI," comments Sorbie. "It reveals that many CIOs and IT managers are fed up with enterprise applications and ERP providers that fail to deliver on the promise of meeting changing business needs and improving business agility. It also shows that they are waking up to the potential benefits of enterprise applications that have flexibility and agility built into their architecture," he declares. Worryingly, according to the study, 15% 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. And tellingly, only 5% would not alter any element of their existing ERP suites. Meanwhile, James Greaves, systems manager at aeronautical engineering firm Portsmouth Aviation, confirms that, for him, flexibility and the ability to address evolving business issues are among key attributes of any ERP system today. "Portsmouth Aviation would not have developed into the successful company it is today without a flexible ERP framework, reinforced with first-rate levels of technical support," states Greaves. "The standard functionalities of IFS have enabled us to optimise controls over features, including reporting, securities and interfaces,2 he adds. "This has earned a better user response from all levels of staff, from the administrative team to the board of directors." Interestingly, Greaves also suggests that despite the financial climate, his company is continuing to invest in its ERP system – looking to IFS to streamline business processes precisely because of the clear ROI. As for other manufacturers, analyst Frost & Sullivan believes the emphasis on ERP delivery is changing from the current cost focus to one where improving effectiveness is the big deal. The organisation's Sille Gavnholt Jygert, consultant and programme manager, says that manufacturing users will soon be looking for: a renewed focus on the processes that ERP system is meant to support; new service delivery and support models that address business issues rather than technologies; and customer service.