Posted On: September 24th, 2015 By Fiona Hall No Comments »
Having the right systems is a crucial part of the efficient running of your business. They enable you to spend less time worrying about the little things and more time focusing on the bigger picture.
Systems are NOT all about technology and software, but, the technology and software available can support and deliver amazing systems.
Depending on how they are used, software and more advanced technologies can be a blessing or a curse to your workplace. As a general guide, ask yourself these questions about the software you use in the workplace:
As you can see, good systems can make your work life easier. From information management to time management and customer relationship management, all aspects of your business can be improved with the effective application of the right systems! From training manuals to administration processes to handling customer complaints – everything will be made easier with the right software and applications of technology.
Three Ways Systems Help Your Business
Increase Employee Independence – Having systems and software in place allows your staff to work independently, and gives you peace of mind that they won’t require you constantly checking to make sure they’re doing things right.
Improved Efficiency – Systems are great for streamlining any process in your business. The more streamlined the process, the more efficient your business!
Improved Consistency – By putting systems in place you will improve the consistency of your output as things will be run in a more uniform manner.
The area that I feel most businesses will see an immediate benefit in is customer relations. This includes how they interact with their customers, and what kind of relationship they maintain with each company or individual.
You might be concerned that you don’t have the IT background you think is needed to make an informed decision. You’d be wrong! However, it can be pretty overwhelming looking at all the products available to you and there are a couple of mistakes that frequently get made by those who are new to systems selection.
Two common mistakes
Customer Relations Management
Using the Customer Service Map image below, take note of the touch points your customers/clients have with your business.
Ask your team and existing clients what you do well and where you could improve, in relation to the areas as outlined on the image. The answers will help highlight areas that could use improvement, as well as those which you need to maintain!
Once you have this insight, you can begin to find suitable ways to streamline each area and standardise the processes used. Congratulations! You will now be in a position to innovate, improve your business and ultimately sell more!) innovate and ultimately sell more.
Key Areas for Improvement – Prospects, Leads, Sales, Delivery, Billing, Referral and Repeat business.
Customer Services Map
Underpinning your business are the administration systems that allow you to bring new staff up to speed easily and consistently. Having a clear, structured outline of how you do things in your business helps to transfer your business values and customer service expectations on to new staff.
The longer staff are spending learning the ropes and figuring things out through trial and error, the bigger the impact to your bottom line and the bigger the strain on your existing team.
Ensuring you have good technology and systems to recruit, train and grow your team will mean your new staff members get up to speed faster and stay longer.
Extra Benefits for Start-ups
If you’re in the process of getting your business up and running, effective use of technology can be like hiring extra pairs of hands for considerably less cost. Automating certain processes can enable you to increase your customer base without having to increase staff numbers, and outsourcing certain admin activities leaves you free to do more complex tasks.
As you can see, the correct use of automated systems and software can assist every business owner in their day to day processes and activities. With many options for many budgets available, there is bound to be something that fits you and your business’ needs.
My name is Fiona Hall and I am a systems sorter. My speciality is strategy around administration, sales and customer service. From my experience, many common administration, sales and customer service challenges can be resolved by looking at your business at a systems level – using effective strategies and software to help smooth out the wrinkles and inconsistencies that can hold a business back. Before purchasing technology or upgrading it is important to gain a clear picture of how your business operates and how you want to operate based in your values and business goals.
Disclaimer: I am not a technical guru in software or technology although I have connections with lots of people who are.
If you would like to look at how your business might benefit from working through the Customer Service Map contact email Fiona [email protected] or visit www.kiffin.co.nz
No credit card, No contract, No pressure