Identifying, Qualifying and Realising Opportunities
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  • Up-selling Cross-selling success Case Study – Up-selling/Cross-selling on Steroids In 6 months we helped our Client increase sales by 11% – after 12 months it was 17% using Digital Transformation to deliver up-selling/cross-selling insights to Sales staff. The focus was understanding what Customers wanted and making sure the booking/sales teams had this information. Our Client sells services to home owners and the business was successful but Management believed they were not “delivering” to it’s full potential . The objectives were simple “make us more successful” – the quicker the better. They asked us to work them to define a strategy that would increase their success. We agreed to:lift the hood and understand today understand their customers understand financials identify Opportunities define Opportunity ROI create a self funding Opportunity roadmapInvestigations and analysis quickly identified:Quick-wins – low/no cost initiatives that could be implemented immediately Opportunities – small to medium cost projects that would raise their performance Transformational Opportunities that dramatically changed the playing fieldThe quick-wins happened in real-time. The Senior Leadership Team liked the opportunities but (with our prompting) grabbed hold of one of the Tranformational Opportunities. Let’s understand what a Potential Customer was looking at on the website and arm the Sales CSO with this information when the Potential Customer calls. The sales conversation started with the primary need and the Sales CSO then started up-selling and cross-selling. Historically, Up-selling and Cross-selling added of 7% to total sales – that was deemed okay. Some staff were very good at it, others not so good. Digital Transformation – paved the way for an across the board lift in success:Up-selling and Cross-selling added ...
  • 2018 Website Welcome to our new website. Time to freshen our look and provide greater insight into what we do and have been doing in recent times. Take some time to browse and let us know your thoughts.
  • Press “1” if you know why you’re calling or “2” if you don’t IVR Pain … As a business person I’m always making calls for unknown reasons? No seriously, I know why I’m calling and want help. Designing an IVR structure is not rocket science but there is an art to it. Good leads to a good customer experience we all know what bad means. Getting your IVR design right is not just important, it is mandatory when you’re striving for great customer experiences. I’m writing this article because I’ve just had the worst experience. So what happened:The IVR welcomed me and asked me to select from 4 quite complicated options Bugger none of them really matched my query – so working in the industry I thought option 3 was the closet, so I pressed option 3 More options but I quickly realised I’d pressed the wrong option. I need to go back to the first level – sorry that’s not an option, so I hung up and redialed. Option 2 this time and it seemed I was on the right path I then selected option 4. Another list of options and I knew I’d made the right choice but none of them worked. Am I liking the experience so far? I pressed 0 noting the timer on my phone said 2:07. The agent that answered was helpful and transferred me to a queue to be handled by the appropriate agent When I spoke with the right agent they were helpful and attended to my needs. Out of interest I asked the agent what IVR options should I have selected. They weren’t sure.Gotta love IVRs. If I look back ...
  • BYOD – Opportunity or Minefield “Bring your own device” (BYOD) and “Bring your own computer” (BYOC) are hot topics for every CXO. Depending on who you listen to BYOD and BYOC are either minefileds or opportunities. Our experience shows that BYOD/BYOC are opportunities but you must take the time to get it right for your organisation. Every organisation is different – meaning that each business must take a strategic look at the opportunity. BYOD planning Our clients proceed with their eyes wide open:Business focused definition of the opportunity with detailed SWOT Policies that are not only written but also tested Security issues and solutions qualified Boundaries Costs to implement clearly defined Financial modeling of the intended path Management, measurement and ReportingTake the time to get it right – contact us and we’ll discuss how we can help. Sounds like a lot of hard work but there are benefits: BYOD Benefits It takes careful planning to ensure that taking the step delivers all the benefits that BYOD should. BYOD benefits for your Organisation and staff:Cost control/management Morale Productivity improvement Freedom FlexibilityIts suggested that over 50% of organisations in the US have implemented BYOD – this might be a little generous. BYOD is being done by large corporates; Ford, Kraft Foods, Chrysler to name a few. BYOD and Cloud Computing BYOD is essentially an extension of cloud computing. Done well, you’ll realise the same or greater benefits You staff will have seemless access to complete their duties where and when they desire using the device they prefer. We’ve had a BYOD approach for years – it works, it saves us money and everyone loves it. Contact us to discuss your needs.
  • 2 Degrees Contact Centre Outstanding growth and the objective of providing outstanding service lead to a need to refresh  their Contact Centre technology platform. Our brief was to capture business/operational needs and use an RFP to select a new technology platform/partner. Specific Goals:Innovation that differentiates 2Degrees approach to service Increase customer satisfaction Reduction in the cost per customer inquiry Reduction in support / development costs Increase in platform/solution uptime Reduction in average handling time (AHT)1 month – we had just over one month  to identify the right platform before the Christmas break. This would 2Degrees to complete a proof of concept  and target commissioning the selected platorm/solution in the first quarter of 2012. Request For Proposal development Rapid development required a high reliance on 2Degrees staff to identify their business, operational, user and technical needs. Interviews, workshops and historical report analysis allowed the rapid development of the RFP. The rapid approach was planned to:Maximise 2Degrees understanding of potential solutions and short-list potential Solution Providers Brief potential Solution Providers of a pending RFP Minimise the time the potential Solution Providers had to respond to the RFP. Allow weighted score analysis to completed by the Evaluation teamThis culminated with informing the selected Solution Provider of 2Degrees intention to proceed with a Proof of Concept in January 2012. Project ReviewStarted the project mid-November and achieved all deadlines Rapid approach not ideal (and not recommended) but 2Degrees are happy with the outcome. The time of year placed significant pressures on the Solution Providers and some stood up to be counted. One could drw the parallel that their ability to react quickly to 2Degrees requirements in the RFP reflects directly on their ability to support 2Degrees moving forward  Project ...