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Developing ICT Strategy
Using our experience we can advise on courses of action and likely outcomes as well as advising on how to maximise your return on ICT investment.
On your behalf, we can look at your ICT needs, suggest and evaluate strategic options, assist in procurement and manage the introduction of the chosen technology.
Managing ICT Investment
Having chosen a particular investment and supplier using our background and experience we can help ensure that you get what you have paid for.
Case Study 1
A high profile visitor attraction in the west of the country wanted to invest in the latest Voice over IP technology.
They needed to upgrade their infrastructure, future proof their installation, and gain useful economies. They also took the opportunity to change their desktop equipment supplier and the basis on which that desktop was procured.
On their behalf, we managed the interface with the supplier during the installation and commissioning phase of the project. In doing so we saved them over £150Kpa and ensured a smooth and effective transition
Following that, we ensured that the systems worked as the supplier had promised.
Leading and Managing Transformation
Using our extensive experience in managing transformation and having other resources on which to call we can advise and assist you to achieve what you want from your business.
Case Study 2
A large telecoms company wanted to outsource the field installation / repair element of its internal desktop support service.
A partner was chosen and the decision taken to transfer over 300 people to that partner under TUPE regulations.
On their behalf, we successfully managed the people issues throughout the transformation. In the early stages the national trade union involved won an industrial action ballot of those involved. Negotiations with the trade union drew on the analysis and process work we carried out and the industrial action threat was dropped.
Following the outsourcing, we managed the transition to the new service on behalf of the internal customers as well as averting 13 industrial tribunal references.
Customer Focus and Action
Obviously, it is more profitable to retain existing customers than it is to generate new ones. In addition, satisfied customers will generate lucrative referrals. It is therefore essential to measure your customers’ views of the products and services you offer.
We can help in devising processes and proposing systems to enable you to measure and understand how satisfied your customers’ are with you as a provider.
Case Study 3
A large customer facing support team were in need of improving their image and demonstrating their value to senior management.
We designed and implemented a web-based system for measuring customer satisfaction with the service provided. job A significant sample Customers whose jobs had been completed were invited to visit a web page and record their experience of the customer/supplier interaction. This data was made available daily, weekly and monthly to those delivering the service as well as their managers. A process to ensure the feedback was acted upon was instituted. Th1s actions enabled the level of satisfaction customers recorded with the service increased to 95%.
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