What we do
Ideally, transformation visions and roadmaps are company-wide, fully integrated and determine priorities and the time order of initiatives and benefits. However, if your business has an urgent need to focus on just one of the transformation components, or to optimise a CRM or ERP system, 28Connect can adapt to those needs. If you’re still not sure where to start, complete a diagnostic to uncover opportunities and provide thoughtful discussion, and challenge, for your team.
Map a company-wide and fully integrated transformation to create better customer experiences, optimise operational capabilities and identify new commercial opportunities.
Why would you?
- Our industry and competitors are becoming more digital.
- We need to improve our customer experience, operational capability and business intelligence.
- The business may not survive unless we think and do differently.
Purpose
Customer Value
Validate your customers’ needs and problems.
Business Vision & Strategy
Understand the current vision, business objectives and how maximising customer value and optimising time and effort are integrated.
Operational Capability
Process
Define the key business activities that create value for the customer, and those that do not – minimise or eliminate unnecessary activities.
People
Define the skills and tools required to work better with customers, suppliers and employees to create value and eliminate unnecessary activities.
Technology
Define the applications, data, analytics and other technologies that will maximise customer experiences and optimise operational capabilities.
Outcomes
Customer Satisfaction
Define how you will consistently monitor customer engagement & satisfaction.
Business Results
Identify gaps in relevance and alignment of business results relating to customer experience and operational capability.
Focus on value creating process and people activities, and leverage technology to create better customer experiences
Why would you?
- High customer churn or poor customer feedback.
- We want to introduce new products, services or channels.
- We want to evaluate a new technology capability.
Purpose
Customer Value
Validate your customers’ needs and problems.
Business Vision & Strategy
Understand the current vision, business objectives and how customer value is integrated.
Operational Capability
Process
Define the key business activities that create value for the customer.
People
Define the skills required to work better with customers, suppliers and employees to improve customer experience.
Technology
Define the key business applications, data and analytics that will maximise customer experiences.
Outcomes
Customer Satisfaction
Define how you will consistently monitor customer engagement & satisfaction.
Business Results
Identify gaps in relevance and alignment of business results relating to customer experience.
Streamline your operational capabilities to consistently meet the customer needs at the same time as reducing the time and effort to do so.
Why would you?
- Cost pressures due to the market and competitive environment.
- Inconsistent service or product quality provided to customers.
- We want to grow faster – create capacity and be scalable.
Purpose
Customer Value
Identify the customer needs the business is trying to meet.
Business Vision & Strategy
Understand the current vision, business objectives and how efficiency and customer needs are integrated.
Operational Capability
Process
Identify core and enabling activities that do not contribute to customer or strategic value – target for elimination or reduction in time and effort.
People
Provide employees with ability to continuously eliminate non-value activities and redeploy them to higher value work.
Technology
Define the key business applications, data and analytics to efficiently and consistently meet customer needs.
Outcomes
Customer Satisfaction
Define how you will consistently monitor meeting your customers’ needs.
Business Results
Identify gaps in relevance and alignment of business results relating to operational capability.
Utilise current and new data sources and analytics to make faster, better informed decisions in response to your customers and operational needs.
Why would you?
- Our decision-making needs to be better informed and faster.
- Our reporting and analytics do not meet both leadership and operational needs.
- Can the data our products and services generate become a revenue stream or value-add to our customers?
Purpose
Customer Value
Understand the customer needs the business is trying to meet and how they are continually monitored.
Business Vision & Strategy
Understand the current vision, business objectives and how Business Intelligence supporting customer and business value is integrated.
Operational Capability
Process
Identify and define the data and analytics required to monitor and manage quality, speed and cost outcomes, including causal attributes.
People
Identify key metrics, reports and visualisation of data to support better and faster decisions at different levels of the business.
Technology
Define key sources of data and toolsets to support the process and people activities.
Outcomes
Customer Satisfaction
Define how you will consistently monitor and analyse customer engagement & satisfaction.
Business Results
Identify gaps in relevance and alignment of business results relating to customer experience and operational capability.
Avoid just completing a system upgrade and drive greater company-wide value and benefit from your CRM & ERP applications.
Why would you?
- Pre-implementation analysis: are we maximising our investment with the benefits we could gain?
- Post-implementation analysis: we didn’t achieve the benefits we wanted the first-time round.
Purpose
Customer Value
CRM – Validate the customer needs during the life-cycle of a customer relationship.
ERP – Identify the outcomes your customers’ wish to achieve and problems they need to solve.
Business Vision & Strategy
CRM – Understand how each type of relationship our customers require are integrated into the business model and strategy.
ERP – Understand the current vision, business objectives and how the ERP implementation has been integrated to deliver these.
Operational Capability
Process
CRM – Define the cross-functional activities to deliver the customer and business needs for each stage of a customer relationship. Minimise or eliminate unnecessary activities.
ERP – Define all core and enabling activities which create value for the customer, and those that do not – minimise or eliminate unnecessary activities.
People
CRM – Define the skills required to work better with customers, suppliers and employees to better acquire and manage those customers.
ERP – Define the skills and tools required to create value and eliminate unnecessary activities.
Technology
CRM – Define the applications, data, analytics and other technologies that will best enable the business to better acquire and manage customers.
ERP – Define the applications, data, analytics and other technologies that will enable better customer experiences and optimise operational capabilities.
Outcomes
Customer Satisfaction
CRM – Determine and implement tools to track and analyse customer engagement & satisfaction throughout the customer life-cycle.
ERP – Define how you will consistently monitor customer engagement & satisfaction.
Business Results
CRM – Identify gaps in relevance and alignment of business results relating to acquiring and managing customers.
ERP – Identify gaps in relevance and alignment of business results relating to customer experience and operational capability.
If you’re feeling left behind or unsure where to start, complete our transformation diagnostic before taking the next step.
Why would you?
- Our customers are demanding more but we don’t know where to start.
- There’s so many options but we need to prioritise.
- We’re not sure if we are ready to take on a transformation?
Purpose
Customer Value
How well is customer value defined and understood throughout the business?
Business Vision & Strategy
How clear is the vision for the business and is customer value clearly integrated as part of the business strategy?
Operational Capability
Process
How well aligned is customer and business value to specific activities across the business? Is there a clear understanding and distinction between value-creating and non-value activities?
People
Are the skills and tools provided to employees aligned to the processes and activities that create customer and business value?
Technology
How digital is your business today in running processes, connecting people and monitoring customer satisfaction and business results? What are the key opportunities?
Outcomes
Customer Satisfaction
How is customer satisfaction monitored and how well aligned is it to customer value?
Business Results
How are business results monitored and how well aligned are they to desired customer and business value, and operational capabilities?
Key Deliverables
With exception of completing the Transformation Diagnostic, the key deliverables of each service will be:
- Future Vision
- Technology & Non-technology Initiatives
- Clearly Defined Benefits
- Adoption & Execution Risks
28Connect will be happy to work with your IT and other partners to create a successful transformation.