Your customers come in through multiple channels, planned and unplanned, directly and indirectly. One common theme is the level of customer service they expect. Whole industries have been put on notice and forced to look at their customer journey to bring it in line with disruptive
The term “digital transformation” has been around for a few years now and for a while was the phrase to show that your organisation was adapting to the changing way of doing business. During that time, successes have been aplenty but failures also. Failures are
You’ve signed the contract and ready to start servicing it. Here are 5 important metrics for contract performance management, from the supplier side of the table that should be in your software platform and why. 1. Cost & Cashflow Are you making money or losing money? Do
Strategies span the length and breadth of your businesses, short and long term, dependent strategies and strategies within strategies to name just a few. The fine balance between defining and executing a strategy but remaining nimble enough to keep pace with the rapidly evolving landscape
Typically, your customer data is stored in many disparate systems making consistent customer messaging a challenge. In some cases, transformation programs have sought to bring those systems together in the last decade through integration or migration. Stemming from siloed business units that have grown with
Productivity = output / input How do you improve it and what are some easy steps you can get started with? This doesn't just mean getting more done but being smarter about it. At the core of most businesses are the staff. I say most as there
Workflow automation (as distinct to Robotic Process Automation) is a frequently identified pain point across our customers, so we thought this week we’d write our blog post about some easy areas to get started with and the benefits of doing so. 1. Exceptions There are many examples
Profitability of customer contracts or delivery of customer projects is a regular talking point across our clients and how a true cost to service can be captured easily and reported on. Costs are slipping through the cracks daily that in some cases start small but
4 areas you can start with today to understand labour costs and asset utilisation ahead of identifying opportunities for improvements in both areas through workforce management software. 1. Labour Cost Analysis Establishing a baseline labour cost is key to identifying opportunities for improvement. This goes beyond salaries
Running your operations in real time or with near real time information has become a necessity across industries but doesn’t need to be a large digital transformation. Let's show you how to Excel! Where to start? Most of you have used Microsoft Excel to deliver efficiencies in