TUG is Your Gateway to Infor’s Enhancement Request Process
By David White
The new year dawned with Infor putting the finishing touches on a more streamlined, technology-enabled enhancement request process that relies on the TUG portal as a gateway for distribution businesses.
As TUG’s representatives on Infor’s Customer Experience Board since the spring of 2013, Past President Suzanne Minard and I have had a window on the development of the company’s new Enhancement Review System (ERS). Its purpose is to do away with the spreadsheets that all of our Special Interest Group (SIG) leaders have worked so diligently to maintain, just to keep track of the requests members had put forward for different Infor products.
A Universal, Interactive Request System
Through the Customer Experience Board, we learned that the challenges with the previous enhancement process were not limited to distribution: Around the world, and across multiple industries, Infor product managers were constantly trying to manage and balance a continuing flurry of requests, with little transparency for the users whose needs they were striving to meet. So the Customer Experience Board agreed on an audacious goal. Working with Infor, we set out to create a universal, interactive system for all enhancement requests that would be transparent to all licensed users of Infor products.
It took a lot of time and hard work. But as of February 9, SX.e users have access to a system that:
- Brings all enhancement requests together on a single platform
- Creates a space where users can comment on current requests
- Gives TUG members a one-stop platform to help Infor deliver solid products and enhancements that will help keep our businesses viable for decades to come.
The system is available for SX.e and Infor SyteLine during the initial rollout. It will be extended to all distribution ERPs later this spring.
Volunteering: The More You Give, the More You Get Back
With TheUserGroup.org actively searching for volunteers to serve as committee members and chairs, the saga of the Enhancement Review System has really reinforced my sense that the more you contribute to your user group, the more you get back.
It’s a hard message to swallow when you’re scrambling to fit 10 hours of work into an eight-hour day. But when I look back on my years of involvement with TUG, I know that the professional network I’ve built—with my peers across the industry, and with dozens of key contacts at Infor—is a cornerstone of my ability to work smarter and faster, more globally and more profitably.
Your active participation in TUG gives you the knowledge and exposure to help your company get the most out of its investment in Infor products. And your contact with other volunteers is a constant opportunity to learn what they’re doing in their businesses, giving you ideas that you can bring back to make a difference in your own work.
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