Escape the service ticket vortex by taking control of your RMIS

In April, a global network of telescopes/telescope arrays called the Event Horizon Telescope zoomed on the galaxy M87 to create this first-ever picture of a black hole. Further analysis of the image revealed neither the whereabouts nor status of your RMIS support ticket.

When changing business requirements call for adjustments to your risk management information system (RMIS), how does your service team respond? For too many risk managers, the process looks something like this:

  1. Submit a support ticket.
  2. Wait.
  3. Send a follow-up email.
  4. Wait.
  5. Call and leave a message.
  6. Wait.
  7. Send a follow-up email (cc’ing additional RMIS provider staffers in hopes of escalation).
  8. Wait.

Trapped in this RMIS service ticket black hole, even the most basic of changes can mean weeks of waiting. Beyond testing one’s patience, delays can negatively impact risk management objectives. If you’re reading this while waiting for a response from your service team, consider switching to technology and an approach to RMIS support that puts you in control by putting your needs first.

RMIS configurability that puts your needs first

Configurability is a central component of cloud-based, SaaS software. For this reason, evaluating what separates one RMIS solution from another in terms of how easy it is to make adjustments can be difficult to nail down. Perhaps the key questions to ask are “Who can make changes?” and “What is involved when changes need to be made?”

Because some RMIS platforms are built on extremely complex or kludgy architectures, reconfiguring aspects of the system may be possible yet extremely difficult. When this is the case, those supporting a system often have exclusive power to make changes via locked-down system administration tools. The result is an ever-growing to-do list—one in which a client’s request becomes just another in a lengthy queue. It can also lead to a modest yet steady stream of revenue for providers, which means an upselling of service hours and haggling over additional dollars throughout the year. In either case, the client’s business outcomes are a secondary concern.

In addition to getting answers to the questions above, it’s important to seek out examples of when a RMIS provider’s clients have leveraged the power of configurability to make changes when adjustments were needed. For instance, in the hours before a devastating hurricane made landfall in Texas, Compass Group used Origami Risk to quickly put into place a process for collecting and tracking information on the reopen dates of locations in the region, estimates related to inventory loss and physical damage, clean-up expenses, and potential payroll exposure.

RMIS support that puts your needs first

In addition to configurability, the knowledge and responsiveness of those supporting a RMIS solution is critical. This speaks to the value a RMIS provider places on the success of its clients.

Is your RMIS relationship on the rocks? 3 signs that it might be time to move on sums the importance of RMIS service puts it this way: “As the risks your business faces become increasingly complex, both your RMIS and the team that supports it should be capable of more than simply keeping up. They should make you better.”

While every RMIS provider promotes the excellence of its service team, you’ll see a real difference in an approach to support that directly affects how requests for system changes are handled.

According to If they’re all so great, then what’s the difference? Getting to the bottom of promises about expert levels of RMIS service, the approach must be structured in a way that “harnesses the collective efforts of the entire team, setting a sustainable standard that does not depend on the herculean efforts of only a few.” This means intentionality on the part of RMIS providers when it comes to putting members of its service team in a position to succeed.

Indefinite periods of waiting for a change to be made in the system can serve as an indication that the opposite is the case. Those tasked with making the change may know neither how to do so nor where to turn for the answer. A team member may be waiting for permission or assistance in making the change. Or the person tasked with the change is completely overwhelmed by an overly bureaucratic ticketing system and 100 other things to do. A demonstrated commitment to hire, equip, and incentivize service team members in a way that allows them to thrive and to excel as they focus on their clients’ business objectives serves as a different statement altogether.

RMIS technology and RMIS support that put you in control

Partnership with Origami Risk means that clients benefit from continuous and consistent support that helps them achieve their business goals in both the near and long term. Working to put clients first by helping them to obtain meaningful results has resulted, year after year, in the highest Net Promoter Score (NPS) in the RMIS industry, as measured by independent, third-party reports.

Along with NPS, client success stories and testimonials like those that follow provide additional proof that Origami Risk’s approach to providing both software and support works.

Our service rep is beyond awesome. She is willing to do whatever it takes to help us, her clients. She is also extremely knowledgeable and wants us to be extremely knowledgeable too. She promotes learning to be self-sufficient, but will jump in and do whatever is needed to get the work/project done, particularly when we are under the gun.

– Kathryn Vetter, Risk Management Specialist at Jabil Circuit

While the main reason for choosing Origami several years ago was not Customer Service, I would have to say that over the years this has come to be one of your highlighted selling points! Our service rep is so responsive to any concern or need. If she does not have the answer immediately, she reaches out to others for their input for immediate resolution. Most impressive!

– Julie Bean, Risk Manager at The Duchossois Group

Whether it’s the ‘do it yourself’ route or the responsiveness of your service team, taking control of your RMIS means the ability to make changes on the fly, as needed, rather than getting stuck in a service ticket vortex that can leave you waiting weeks—or, in some cases, months—for someone to respond.

Fill out the form below to begin a conversation about how a partnership with Origami Risk will put you in control of your RMIS by putting your needs first.