When Technology Works

Even now, I get excited when technology works the way it should. I guess I shouldn’t be surprised anymore since I am in the business of leveraging that technology. But having seen so many failed efforts (not my own of course), I still “love it when a plan comes together“.

One of my favorite examples is Best Buy. Shop online, buy the item online, choose to pick it up in a store and it’s ready for you when you get there. I even had to return something I purchased that way once – and got an email from customer service about it while I was still in the store. Sure, it improves their operational efficiencies but as the consumer, it translates into better customer service and keeps me coming back.

Another, smaller, example is my local Carlsbad library. From their website, I can see if a book I want is on the shelf, reserve it and then go pick it up at the branch I choose. They use RFID to speed the checkout process at one of several self-serve kiosks and send me an email a couple days before books are due. Multiple due dates? No problem as each book is tracked separately and you know exactly when each is due. I can log into their website and see what I have checked out, when it is due and even extend the due date if I need to. Improved operations, more productive staff and volunteers, and a great customer service experience.

You don’t have to be a big company with millions of dollars to spend to make your technology work for you and your customers. With today’s economic challenges, every business needs to improve their bottom line through productivity increases and better customer service. A Customer Relationship Management program (such as Microsoft Dynamics CRM) allows you to better track operational data that can help you improve not only your customer experience but your bottom line as well.

A recent Dynamics CRM project of mine entailed using automated workflow to identify those people most likely to purchase additional products and services, connect with them automatically, track the purchase and delivery process, and then survey the customer at the end of the cycle. The end result was an increase in sales – using fewer operational resources and improving overall margins.

Another project utilized the customization and query features of CRM to assist the HR team in tracking employee industry certifications and renewal dates – sending an automated email to each team member who had a certification expiring in the next 60 days.

I love it when a plan comes together!

These are inexpensive ways to allow a business of any size to leverage technology and improve operational efficiencies. A company can utilize Dynamics CRM through a hosted version – paying only for the licenses you need on a monthly basis. As you grow, add more licenses. As you have to tighten costs, reduce the number.

Contact me and let me help you leverage today’s technology to grow your business!