A shocking ninety-one percent of employees abandon enterprise software because it’s hard to use, slow, unreliable, and too complex.
But most organizations are still using outdated enterprise software that is plaguing every aspect of their business, hindering smart decision making and overall task completion. Enterprise systems should simplify employees’ work, but instead, they end up making everyday tasks more difficult due to fragmented user experiences, data silos, and inconsistent processes.
So why are enterprises still using clunky software?
These legacy systems contain decades worth of valuable business data and have become the core systems that run the business, making many companies reluctant to undertake the cost and complexity of a replacement or an update. That’s why, despite the pressure to improve user experience and provide new functionality, nearly 70 percent of corporate business systems are legacy applications.
While all employees in an organization suffer from outdated software, there are three departments and user groups, in particular, that bear the majority of the burden: service desk teams, human resources, and executives.
This is where Sapho Employee Experience Portal comes in. Sapho combats the hurdles facing each of the following departments and user groups using outdated enterprise software. Here’s how:
1. Service Desk
The success of a service desk is measured by how quickly issues are fixed for customers, whether they are internal or external. If the team doesn’t have the proper tools in place, it’s the customer who ultimately suffers. Many teams have various apps and systems to manage their service processes, but lagging enterprise tools make it hard for agents to properly route tickets, track down the information or data needed to resolve issues, and notify the appropriate people. Nearly 80 percent of customer service centers say their current service systems won’t meet their future needs, and 43 percent of traditional help desks say they still rely on email to track tickets.
Sapho Employee Experience Portal provides employees with a single place to sort and handle support tickets, connect and access multiple CRM and ticketing systems, and automatically notify employees about escalations or new tickets in channels where they are already collaborating. This way, service desk employees can focus on what’s important—delivering exceptional customer service.
2. Human Resources
The most challenging aspect for HR teams is gaining a 360-degree view of an employee, including compensation, performance data, promotion history, and compliance training records. Pulling this information can require multiple logins to systems of record, making it a slow and difficult process to gather data on employees. In fact, more than half of HR professionals say it can take several days or even weeks to collect accurate data. For employees who expect the same ease-of-access they encounter in their consumer experiences from their work tools, a PTO request can involve complicated forms and navigation of a complex system.
Sapho uses micro apps, accessible via a modern portal, to surface aggregated views of employee information, to deliver personalized notifications, and to enable easy task completion and form submission for employees from wherever they are working.
To effectively run a business and make informed decisions, executives need the latest and most accurate data on every single aspect of the business. But 44 percent of CEOs lack the necessary data to make critical decisions and furthermore, executives in general struggle to get important information, which is locked away in disparate systems—a problem that 8 in 10 businesses struggle with. In addition, executives are constantly busy dealing with an increasing backlog of administrative processes (a 350 percent increase over the past 15 years) many of which include routine approvals.
Sapho Employee Experience Portal provides a personalized workfeed, which surfaces important business data, system information, and tasks that can be completed with just one click. Executives are delivered real-time updates and the latest data from all of their existing systems in a single portal that can be accessed on any device, intranet, or messenger.
When employees struggle to find the information or complete tasks in the systems meant to help them do their jobs, most of them will simply stop or avoid using them. It’s crucial that IT professionals and business leaders ensure employees can easily access relevant, personalized data and tasks to help them succeed.
Ready to learn more about how Sapho helps modernize outdated enterprise systems?