Buying a Phone System – Part 3
November 9, 2009
Part 3 –Discovery Process
Discovery, by the very definition is “the act or instance of discovering”. In G3TP terms it is the process of uncovering hidden or root problems that keep businesses from making the right technology decisions. It is very common for organizations to make snap decisions for the wrong reasons without first addressing these root problems.
Initial Need: A law firm is looking to update their outdated technology.
Discovery Questions:
- Why do you think your organization is losing revenue?
- What are you doing now to grow your business?
- In a perfect world, tell me about how you’d like to see your business run?
Initially, the discovery questions seemed obscure to the client but they allowed me to see their business as a whole, get a better understanding of their expectations, and pinpoint the prospect’s priorities. After the Discovery Process, here is what I uncovered:
The firm was having difficulty recouping billable hours from its attorneys. Management had the attorneys keeping a paper trail of hours spent on each client. Inevitably with depositions, court appearances, multiple clients, etc., the written hours were being miscalculated or not accounted at all. Ultimately revenue was lost.
Solution: The firm did receive an updated solution however it included a call accounting application that automatically sends a report via email (or text) to the attorney and management at a specific time every week that the firm now uses for billable time. This simple, efficient report allowed the attorneys to focus on their clients and helped management take the guess work out of billing which helped increase revenue (actually by 4% out of the gate).
Note: I offer all of my prospects a mutual non-disclosure document. This legal document protects any proprietary information disclosed during the discovery process.
The 411 on the 311?
November 2, 2009
The 411 on the 311?
Part 1
Many city governments today are either implementing or considering a 311 service to improve assistance and responsiveness to the public. “311” is the slang term used for a centralized service center equipped with the tools and information needed to handle various non-emergency calls from the public. Some common things that a 311 service provides support for are:
- Reporting potholes
- Reporting graffiti
- Garbage collection information
- Blocked roadways, driveways, and fire hydrants
- Reporting broken traffic lights
- Mayor action line (complaints)
- Reporting abandoned vehicles
- Reporting stray animals
- Provide information on which department to call for any given service when there is uncertainty
- Information and possibly call routing for local shelters, public assistance, domestic issues and other urgent/emergency like calls
According to New York City’s website, their 311 even provides language translation! Also, some cities have even set up their 311 service as a 911 back up or as a disaster recovery site.
A Principle Centered Approach To Technology
May 6, 2008
We get calls all the time from people wanting merely to “replace” their existing technology. This most often happens when there is equipment that has gone “out of service”–a fancy way of saying there are few parts available for it.
Recently, I was asked by a prospect about our approach to this and we talked about 3 principles that govern any recommendation we make.
1. Complete and Utter Analysis. We have something we call SPA, Systems and Procedures Audit. It’s a way for us to be “on target” with what we recommend. In other words, we want to make darn sure we’re solving the right problem. If you’re merely looking to replace what you have, you may be solving yesterdays’ problems and not preparing yourself for tomorrow’s.
2. Business Application. Part of this Audit is to understand the business drivers. Yes, we will want to know more than ‘how you answer your phone.’ We’ll want to know your plans for growing your business. It used to be that technology was a convenience–now it can be a “competitive advantage.” So for us NOT to ask those questions could rob you of future market advantage.
3. ROI. As far as we’re concerned there needs to be a financial ROI on your investment. If there isn’t, then you shouldn’t spend any money. This ROI is divided into Hard Costs and Soft Costs. Hard Costs are easy. But Soft Costs is where the real financial windfall comes. We will ask you many questions so that our recommendation makes financial sense for you.
Do other companies do this as well? Of course. But if you’d like to see our SPA (audit) then call us and let us know if you want to go through it.
Pete DiPaola is the Chief Executive Officer of G3 Technology Partners and a contributor to this site. He can be reached at pete.dipaola@g3tp.com