Technology solutions are only effective as part of a more holistic implementation approach that considers process and people aspects in tandem.
As part of our implementation services, we will work with you to identify process improvement areas and target ways to measure that in the application. Areas we will work with you on may include:
Marketing, Sales and Customer Service
- What is the alignment and collaboration between marketing & sales?
- Is your sales team effective?
- What KPIs do you measure in the sales process and what improvements are you looking for: campaign ROI, lead conversion rates, time in the sales cycle, win/loss ration?
- What are your customer service KPIs? Are you looking to
- Decrease average case handling time
- Increase first call close rates
- Decrease average cost of a support call
- Increase Case deflection through a website or portal
- Improve the customer support experience and loyalty
A deep dive into your thinking is critical to determine:
- What are the specific business changes being driven? How do you see the system supporting these as a catalyst driving a rapid and sustainable Return on Investment?
- What are the specific processes Salesforce.com CRM needs to support? From data capture and integration with other systems, through to reporting, what will support driving these changes?
- Who are the key users and how do we involve them early on the journey so they can:
- contribute towards the application’s development
- provide ‘individual’ data that corresponds with your team's day to day activities
- start the adoption process and take ownership of the system when implemented
Procurement & Spend Management
We'll work with you to establish best practice approaches to your procurement processes in areas such as:
- Reduce maverick spending
- Establish control over spending
- Ensure your delegations of authority are enforced in the application
- Ensure visibility of spend to the budget owners
- Automate manual purchasing processes
- Reduce cycle time to get goods & services
with a goal of realising significant ROI through
- increased spend under management (to realise contracted savings)
- prevention of budget overspending
- reduced processing costs on purchase orders, invoices, vendor inquiries
