Enhancing ERP Efficiencies

So many organizations dream of greater efficiencies, yet are faced with budget constraints.  Add to this the pressure to remain competitive and responsive to your customers, and you have the makings for sleepless nights. 

 

Torn between being budget responsible and competitive is a tight rope balancing act at best.

 

Before any investment is made, the underlying motivation needs to boil down to better customer service.  Treat your customers like you would like to be treated.  The golden rule applies here too. 

 

So let us assume that you have either already invested in a new Enterprise Resource Planning (ERP) solution or perhaps you cannot afford to invest in a new solution at this point in time, but you are relatively current.  What can you do next to empower your workforce and deliver better customer service?

 

Most new ERP solutions have Business Intelligence (BI) modules.  This is a great tool to integrate in your organization, especially if it produced by the same organization.  Some solution providers have created their own, fully integrated BI solution, while others have integrated a well matured solution to their applications.  What should be a cautionary flag is if you are attempting to build your own solution.  Not that this cannot be done, but it is time consuming and prone to errors and a lot of debugging.  So often the upfront costs of an integrated solution are absorbed in the Total Cost of Ownership (TCO).  The do-it-yourself method usually ends up either costing more or does not deliver a complete solution.

 

Why is this “integrated” solution so important?  After all any in-house solution is going to be integrated, right?  Will that in-house application be portable to a mobile workforce?  Will there be a web or Internet access connections?  What devices will connect?  Who will have access?  What security protocols are going to be embedded in the solution?  What access will your customers or suppliers have?   Which of your employees will have access?  Who will develop and who will use the solution?  Most of these questions are already pre answered in a packaged solution.  There are also many existing reports in a provided solution.  Even if these are not exactly what you need, they have enough logic built in them to be a good template for a custom report.

 

Mobile technology is another key technology to include in your efficiency drive.  Not just in delivery of BI reporting, but in total access to the various modules.  Do your Salesreps need access to real-time inventory, order, and receivables information when they are in front of your customers?  How will you manage security in all the various and different mobile technologies? 

 

Do you need Cloud technologies?  This is the new frontier in solutions.  Most organizations are already starting to incorporate these solutions in part of their business line.  The solutions are maturing and people are remembering what they learned when they grew up, that free is not really free and the no charge solutions are either limited or leave serious questions about ownership and security.

 

Mobile and Cloud technologies, if implemented correctly, can drive impressive breakthroughs.  Cost and operational efficiencies are optimized, collaboration with customers, the supply chain, and staff are improved.  Faster and more personalized customer service results, which results in more loyal customers that know that you care.

 

Before venturing out into these new technologies, make sure that you take the time necessary to discuss them with your trusted advisor and ERP solution provider.  Find out what resources you will need to add.  Find out what personnel resources will be needed to implement and support the effort.  Will there be cost savings?  Many times the move to the Cloud shifts expenses from capital to operational.  Regardless it is money invested.  Do your homework to ensure it is a wise investment. 

 

You might not have a choice to implement these technologies, your competition may already be providing it to your customers, but you do have a choice in how and with whom you implement them.

 

The process should be well planned as it will take some time to implement the technologies and more time to incorporate them in your company’s culture.  Regardless, there are costs and a need to budget the solution.  Do you implement them all at once or add them one at a time?  Which departments will be the first adopters?  Do you have trusted customers and/or suppliers to pilot the solutions?  How much training will your employees need?  Who will use the solutions?  Senior management, sales force, customer service?

 

Like anything new, careful planning and internal audits are key components.  You need to know where you are and where you want to end up.  Your budget will determine the timeline for implementation, training and solution delivery.  You should expect a reasonable Return on Investment (ROI) on any new solution. 
 

The only exception, and it really does apply here too, is where an organization wants to become a leader in their market place, set the bar high, and dominate their market.  This approach should be done with extreme caution.  Too many organizations have fallen flat, because they were promised the world and no solution was delivered.  This happens from a number of different factors, from training, budget, and a general lack of resources.  Regardless, you do not want this to happen to your company.

 

The number one question to ask in the very beginning and at the end of the process is:  “Does this solution empower my organization to deliver superior customer service?   If the answer is not YES, then more homework needs to be done.  There might only be a piece of the puzzle missing that will change a no to a yes answer.

 

Dolvin Consulting works with companies like yours to develop and deliver solutions that drive efficiencies, reduce costs and enable you to become more profitable.  Contact us today to see how we can help your company navigate the constant flux in technologies.

ERP Efficiencies, Accuracy, Timeliness

VAI Customer Quote:

“VAI’s S2K software allowed us to reach phenomenal efficiencies across the organization. The S2K installation dramatically improved nearly every part of our business – from accounting and logistics to inventory and warehouse management. By automating many of these key functions, our team can focus on critical aspects of our business such as sales and customer service. And we feel confident that we can continue our impressive growth trajectory knowing that our business is running as smoothly and efficiently as possible.” Sal Battaglia Director of Operations, Seacore Seafood

Read the full review by clicking this link.

Thoughts:

All Enterprise Resource Planning (ERP) solution providers claim they can increase efficiencies.  Generally they are correct, if their solution is a good match for a given organization’s challenges.  Finding that match is the hard part.  It takes time to recognize, organize and document your internal processes so that a great fit is made.  Think of this as finding that just-right pair of gloves.   You try on many pairs until you find the one that feels right while also looking to see how that pair will hold up to use and growth.

 

VAI Key Benefits:

• Rapid implementation.

• More accurate and up-to-the-minute inventory management.

• Real-time consolidated financials.

• Automation of core business functions yielded more time to spend on sales and customer service, allowing for faster growth.

• Timely account receivables management.

• Faster customer delivery rates and reduced order picking time.

• Faster, more accurate order entry.

• Greater inventory accuracy.

• Faster route management processing.

• Full traceability of products.

 

Thoughts:

·         Implementing a solution quickly is a big benefit, but it is the result of careful planning and doing your homework, much like a recipe.  Organize your list, purchase the products, mix carefully, and bake.   

·         In the ERP world, more accurate is a fundamental goal.  Achieving it requires actually using the system as planned.  Have real-time information is a key to staying competitive and providing the customer service your customers are expecting.  This goes for inventory, accounts receivable, order entry, delivery, and all facets of your operations.

·         Automation is the way business stays competitive, fights costs increases, and improves profitability.

 

VAI Customer Profile:

Seacore Seafood is Canada’s leading importer, distributor and custom processor of fresh and frozen fish, seafood and live lobsters. Since 1987, thousands of wholesale and retail customers have relied on Seacore to provide fresh, high-quality seafood directly from the source – whether its’ Alaskan crab legs, salmon from Ireland, Maine lobster or barramundi sea bass from Australia.

 

VAI Situation Summary:

• Manual and offline processes used.

• Labor intensive, time consuming processes such as fish cutting, order picking, order entry, and inventory management.

• Accounts Receivables often delayed.

• Complex transportation logistics with perishable items required more efficient route management.

• Active retail, wholesale and consumer businesses required consolidated financial and inventory views to balance needs and requirements of three distinct businesses.

 

Thoughts:

·         Anything manual is prone to errors, increased costs, and loss of customers.

·         Labor intensive processes are costly.  Some are unavoidable, but all should be managed through your system.

·         You do not have to have all of the answers right away, but you do need to know what you do not know and have a plan in place to address the challenges now and in the future.

 

VAI Customer Objectives:

Fast-growing seafood distributor needed to automate core business processes to drive unmatched growth and improve economies of scale. Seacore also needed to hasten route management, order entry and delivery while improving accounts receivables management and inventory accuracy.

 

VAI Solution and Modules S2K Enterprise for Food with:

• Distribution Management

• Financial Management

• Manufacturing Management

• CRM

• Warehouse Management

• Retail Management

• e-Commerce

 

VAI Third-Party Tools:

CYBRA MarkMagic

 

VAI Customer Results:

• Immediate financial reports

• 85% Current accounts receivables

• Reduced order picking time by 40%

• Greater inventory accuracy

• Integrated retail and wholesale businesses into one system

• Increased manufacturing by 80%

• Improved customer service and web presence

 

Thoughts:

·         Management needs quick, accurate and high level access to key metrics in any business.  Drill down capabilities allow for the details.

·         Faster access to information means customers do not go over credit limits, are engaged more frequently, with more accurate information and build stronger relationships.

·         Some of the greatest cost savings come from having an accurate inventory.  Ordering is done more accurately, you get and therefore your customers get what they want and need in a reasonable time frame.  

·         You avoid under and overstock situations.

 

Final thoughts:

Selecting an ERP solution is the culmination of a careful analysis of your organization’s operations, work flow, people, process and history.  What should be included in this analysis and be on top of the list is why your customers do business with you.  What makes you different?  Why should they buy from you?  If you prioritize the results of a survey, the top answer should be quick, efficient, and friendly customer service.

When you look at your customers with mutually vested interests, then you understand why Seacore found a great partner with VAI.  VAI cares as much about Seacore’s business and operations as they do.  Everything they do is in partnership with Seacore.  Seacore has achieved many great results, but their greatest is the untold bond between ERP provider and ERP user. 

Seacore’s people are empowered and use their new tools to deliver great customer service to their customers.  The customers are happier and return over and over again.  In general a happy customer is loyal and tells others how happy they are.  They have their own challenges, just as you do, but your investment in them are seeds planted in fertile soil.

If you do not service your customers, someone else will.

 

At Dolvin Consulting, we partner with industry experts to first understand your challenges, then second, if the fit is right, bring those solutions to you.  Contact us today to see how we are different.  We believe that we have a mutually vested interest in your success.

 

Streamlined Food Distribution

Supply and Demand Chain website has an article from May about how VAI’s S2K software has helped J. Polep streamline food distribution and manufacturing operations and increase efficiency and profitability.

 

Read the full article by clicking here.

 

Streamline operations to reduce cost and increase profitability is why organizations are willing to undergo a transformation in the first place.  How each provider does that varies and some Enterprise Resource Planning (ERP) systems handle the Food industry needs better than others.

 

“As a top supplier of a host of products ranging from food and beverages, wine and spirits, tobacco, candy and automotive products, J. Polep needed an advanced solution to successfully meet its business objectives,” said Joe Scioscia, Vice President of Sales, VAI.

 

“S2K for Food provides a technology solution that's specifically designed to meet their industry requirements for food distribution and manufacturing and provides the flexibility and enhanced capabilities to meet their future needs.”

Here is an example of a good fit.  J Polep has growth plans, knows its current processing is inadequate and makes a decision to invest in a system that meets their current needs and provides a flexible growth path for the future.  Both the organization and software have the mutual need and commitment for growth and investment.

 

“J. Polep was looking for a strong and experienced enterprise software partner to help support the unique requirements of the food manufacturing and distribution industries.“

 

Any organization looks for a strong partner.  What is challenging is finding a partner that has a mutually vested interest in your success.  A partner that is known for great customer support.  A partner that is and will remain independent and therefore focuses on their customers.  A partner that invests in their product.

 

“We selected VAI because of their reputation for outstanding customer support, aggressive product development and experience in the food manufacturing and distribution industries,” said Lori Polep, Vice President and Chief Information Officer, J. Polep Distribution Services.

 

“VAI S2K will give us a complete ERP package and strong support team, which is critical to ensuring our company's ongoing success.”

 

Great customer support is what your customers expect and it is what you should expect from your EPR solution provider.  A complete package is why you select an ERP solution.  Often companies have good systems, but grow and their systems do not grow with them.  Their old systems become a patchwork of separate systems tied together with increased overhead. 

 

A “Solution Provider” is an organization that values its customers and invests in itself so that it can provide the best possible customer service.  Your organization and your ERP provider need to have this same goal.  No upgrade is worth doing, unless better customer service and support are at the foundation of those changes.

Dolvin Consulting has a vested interest in your success.  Contact us today to see how we are different.  We are not here to sell you something you do not need.  We are here to help you navigate the constant flux in technology and find solutions to your challenges.

 

Mobility, CRM and Productivity

I came across this article recently and while certainly not new, it is just a relevant today as it was in May when it was published.

 

Read the full article by clicking the link below:

10 Ways to Get the Most out of Mobile CRM - Enterprise Apps Today

 

 

So what is new about this topic?  

There certainly is no shortage of information on mobility, the cloud and what business owners wish their employees would be doing.  If only there was a way to speed the delivery of information into and out of our business?  That express tunnel of information exists now, but finding the right one is the challenge. 

 

What makes a mobile application, let alone Contact Relationship Management (CRM) software, worthy of investment?

 

As the article points out the key is finding the right tool for the right job.  When I made the mistake a few years ago of commenting on the number of shoes my wife was collecting, she retorted, they why do you have so many screw drivers.  Not catching her point, I tried explaining that I needed the right tool for the right job.  Time has passed since that day and I do not mention the shoes anymore and she leaves me alone about my collection of tools. 

 

The reality is no different in mobile applications as it is for in house Enterprise Resource Planning (ERP) application systems.  An organization needs the right set of applications (or tools) to get the job done.  They do not need overkill and hundred step processing to place an order, if they simply have to pick, pack and ship a box off the shelf. 

 

Whatever solution works is a good start. 

 

My biggest point that I stress with the people I consult with is “Integration”.  There may be a lot of good systems out there that track all sorts of metrics, but if that system does not fully integrate with the rest of the systems you are already using, then you are opening the door for errors, cost increases, and problems.  Not that a lot of organizations cannot make separate systems work, it just tends to take a lot of time, effort and resources that could be better utilized in cases where an integrated solution did exist.

 

To be fair, some ERP systems have integrated CRM applications, but they are an afterthought and are not very functional.  In this case you need to be sure the developer has a solid foundation and commitment to bringing that application up to today’s standards.  If they do not, then look for one that you can integrate.

 

The article makes more points, like picking an application that is device agnostic.  This is a nice feature as it generally means you do not have to invest a whole lot to get the technology in the hands of those who need to use it.  I would not be too concerned with this as functionality and integration are more important.  A solid and secure platform is going to be less work for the auditors and will help you sleep better at night. 

 

We would all like to save money, but at what future expense?  Do not be penny wise and dollar foolish.

 

Easy to use is noteworthy and is in direct proportion to training effort and expense.  As I mentioned earlier, the application needs to fit the culture of your enterprise.  Simple and effective, the right tool for the right job.  Features and benefits are nice, but form and function are better. 

 

Have a goal and set your direction and budget.  Define your needs and allow for future growth.  Do not limit your future.  A fully integrated system will allow the expansion of a mobile application base which includes CRM to encompass more functions in house. 

 

Physical inventory for example.  I recently was in a major retailer (big box store) and saw an employee using an Iphone to check and count inventory.  I asked if this was his device or the store’s.  I was not sure initially if he was just using a shopper application to check prices.  He replied that this was the store’s device and that everyone was using them to check inventory.  When it worked, he said it was great, small and compact, easy to use, it was just they had not quite perfected its use. 

 

The adoption rate is almost a non issue today as most people expect mobility and automation. 

 

Even the lay person understands the economics of mass production and efficiency of scale.  What is difficult is for the smaller business to invest in development.  The large companies do so out of necessity and have the resources to drive adoption.  For example, look at how Walmart determines how suppliers sell to them.  A buyer tells the seller what they have to do to earn the business.  Who is selling who? 

 

Smaller organizations need ready to use applications that integrate with their line of business systems.  They need the ability to customize the solution, add user defined fields, for example in many cases.  But, the systems need to be able to be implemented without reinventing the wheel.  

 

If the incumbent ERP system does not have a fully integrated CRM system or integration to a third party solution, nor plans to build one, then it may be time to invest in a solution that does incorporate CRM. 

 

 

The very most important aspect of any new application module or software is its ability to improve customer service.  If you do not make your customers happy, your competition will.

 

If your organization is planning to implement or is struggling with CRM or other mobile technology solutions, then contact Dolvin Consulting.  We are here to help you navigate the technological seas of change with our industry contacts.  It will not hurt to ask for help, it only hurts if you continue adrift.  Contact us today for help.

 

 

Capitol Lighting Improves Sales by Moving to a Modifiable ERP System

QUOTE:

“Instead of being bogged down by technology, we’re now much more able to interact with our customers,” says Jason Lebersfeld, Capitol Lighting’s vice president and CTO.

THOUGHT:

They are using technology as it is meant to be, a tool to enhance what they do, not a self sustaining entity.

 

Read the full article by clicking this link.

 

QUOTE:

As Lebersfeld explains, “I have no doubt that the abilities of this system have made it easier for us to sell our products and give our salespeople more time to deal with our customers than on technology. Of course, we still need technology, but it’s now allowing us to be more nimble and efficient than we had been in the past.”

THOUGHT:

Customer service is key.  Provide your team with the tools and resources they need to get their job done and service your customers.  As a consumer who would not like to get the information they need in a timely manner.

 

QUOTE:

That’s partly why Capitol Lighting’s sales have increased over the past year despite the still-struggling economy. Getting to this point wasn’t a simple, hit-a-switch-and-you’re-done proposition. Instead, it required finding the right solution for Capitol Lighting’s foundational-change philosophy.

THOUGHT:

Increased sales are a result of happy, loyal customers who respect the efforts you undertake as a business to better serve them.

 

QUOTE:

Now, with VAI’s S2K ERP suite, the company is looking ahead. As Lebersfeld explains, “Instead of being bogged down by technology, we’re now much more able to interact with our customers, which of course equates to increased sales opportunities—and who doesn’t want that?”

THOUGHT:
Looking forward is always better than dwelling on the past which cannot be changed.  Hopefully you have learned from your experiences and are using them to grow.  More, personalized, interaction with customers is always a good thing.  Utilizing technology to achieve that goal is a smart move.

 

QUOTE:

Capitol Lighting has since bolstered its Web presence with a related secondary site, 1-800lightingPRO, which caters to professional contractors and designers, allowing them to manage multiple customers under one account, according to Lebersfeld. “They can see their order histories. They can fill shopping carts. They can communicate with their customers,” he says.

THOUGHT:
Serve your customers and help them generate more business and you will do better.  I shop where I get the best service, not necessarily the lowest price.  I know I am valued where I shop.  My business means something to them.   We all have a need to be valued and I am proud to let others know about my relationship with my suppliers.

 

QUOTE:

Before standardizing on VAI’s S2K, the company’s operations had essentially been split into two, with its New Jersey locations running legacy RPG code and the Florida locations using an earlier version of VAI’s software on an IBM Power Systems* server.  The disconnect between the two systems created some problems for Capitol Lighting. Inventory reporting, for example, was often delayed until overnight batch processing took place.

THOUGHT:
Anytime there are separate systems, you are inviting problems.  Every time a human is involved you multiply the opportunity for errors to manifest.

 

 

QUOTE:

“We were in a position where we didn’t have real-time inventory information,” Lebersfeld says. “We would have people checking on computers, but they couldn’t tell if the information was accurate. They would have to call locations to confirm the validity of what they were being told. Because of this disconnect, the merchandise flow wasn’t easily tracked, where you would start an order and go from there to check on a purchase order and then verify the order status. Very little of this was linked,” Lebersfeld says.

THOUGHT:
How frustrating it must have been to be their customer in the ole’ days.  How frustrating it must have been for the sales people.  How frustrating it must have been for the purchasing department.  Real time inventory across all locations is a necessity, not luxury in today’s world.

 

QUOTE:

“We needed a system that would allow all of our showrooms to run point of sale, see each other’s inventory and integrate with our website. It also had to be reasonably modifiable to allow us to run our business like we wanted, with the ultimate goal being able to get merchandise to our customers as quickly as possible from any location,” Lebersfeld recalls.

THOUGHT:

Knowledge is key.  The right hand must know what the left hand is doing.  If for no other reason than to allow your customers the comfort of knowing that you have what they want and when they can expect it.  Cross location inventory visibility is key here.

 

QUOTE:

The company also wanted a product flow that was tightly integrated with its general ledger to ensure everything was being properly accounted for.

THOUGHT:
The finance guys need totals to tie into and generate a comfort level using any system.  If a system is fully integrated, then this is not an additional thought or step.   All the information at your fingertips.  Faster reporting, less errors, less time tracking down information that should be available.  Good idea.

 

QUOTE:

“I have no doubt that the abilities of this system have made it easier for us to sell our products and give our salespeople more time to deal with our customers than on technology.”   —Jason Lebersfeld, vice president and CTO, Capitol Lighting

THOUGHT:
A good system that is a right fit should enable your staff to do what they already should be doing, just a lot easier and without having to concentrate on the technology.  When we drive to work we usually do not have to think about the car we are driving, just the destination.

 

QUOTE:

As an added bonus, Capitol Lighting gained access to S2K Analytics as part of VAI’s offering. S2K Analytics is also highly modifiable and allows company users to easily find the information they need by themselves, without having to request individualized reports from others within the company, including IT.

“Even laymen are able to go out and author their own reports,” Lebersfeld says. “This has given us the ability to dive into our data from multiple angles.  We can start with a product and get further detailed information, such as sales orders and purchase orders. We can look at items from an order perspective and see items on order and in inventory.  VAI has done a great job of meeting our requirements and allowing us to jump from one view to another with very little effort.”

THOUGHT:

Any time you can enable your staff to gain access to the information they need to get their jobs done, the better you will operate.  Remove the barriers and let you people do what they know what to do.  They will feel empowered and make your customers happier.  A happier customer returns over and over again and is proud to tell their associates how happy they are working with you.  A referral is the best compliment you can receive.

 

QUOTE:

Whatever the reason for the company’s growth, Capitol Lighting is more customer focused than ever before. By unleashing the power of modifiable and, in some regards, nearly invisible technology, it can now go about business the way it wants to, without IT being an inhibitor.

THOUGHT:
Any and I mean ANY organization that wants to grow must be customer focused.  If new software enables your team to do that, then make the investment.  Think about yourself and who you like doing business with.  More than not, it is with an organization that has invested in themselves in order to invest in your best service.

 

FINAL THOUGHT:

Customer service has always been and should remain the top priority for any organization that is interested in growth and the future.  At Dolvin Consulting we pride ourselves in our industry partnerships that bring real world solutions to your challenges.  Contact us today to see how we can help you achieve your goals for the future.  No fancy promises, no hype, just customer service.

 

Business Value

It really does not matter the industry, business leaders should be asking themselves how they can maximize the investment their organization spends on technology to support their efforts.  This focus is more important than the technology itself.  What business process are we trying to improve with automation?

 

Enterprise Resource Planning (ERP) solutions are typically at the forefront here and are also the point of failure for most organizations.   Reason being falls to many details, but at a high level it is easier to address a challenge by adding on to an existing solution or addressing it outside of and separately from an integrated solution. 

 

ERP works, because it incorporates all business functions. 

 

There are ERP solutions for most business industries today.  When I describe the focus to those not involved in technology, I say think about “boxes on shelves”.  Even the most lay person can visualize this environment.  It is in this type of environment where there is the greatest potential for a Return on Investment (ROI) from your investment.

 

ERP handles the food industry with its batch and lot control and FDA food tracking.  The Pharma industry also benefits from automation in inventory processing.  Retail industries are concerned with inventory turns and customer service (something all industries should focus on first).  Analytic or Business Intelligence applications help with the analysis of product movement and forecasting.  Salesforce and Contact Relationship Management (CRM) integration tightly integrates both internal and external sales processing.  Suggested purchase orders help to drive down inventory levels and at the same time maximize buying incentives.  E-commerce and EDI functions help integrate the supply chain to end customer support.

 

The more the organization adopts and embraces the changes ERP solutions offer, the quicker the return.  The problem for most organizations is the reluctance to tear their guts out and rightly so, and to instead try to fix a systematic problem with a band aid.  Ask yourself do you need a band aid or surgery? 

 

Everyone understands budget and the fact the economy is not full of investment monies.  That is why the first step is to undertake a thorough analysis of your business process.   Start with a technology audit.  What do you have, where is it, how are your people utilizing it and what are they doing outside of technology.  In particular what manual processing are they doing?  Where is there a paper log jam?  Are your people asking (or using without asking) mobile technologies? 

 

What information do your people need, where are they located, what devices are they using, and who are they?  These four aspects define your anywhere, anytime technology.

 

Next step after a technology review is to analyze the business processes your organization employs.  Are there areas where you can drive efficiency with technology solutions?  Can you integrate more of your enterprise?  What are the business goals that your departments are trying to achieve?

 

When the aforementioned analysis have been run through you will be ready to select and implement solutions that will drive operational efficiencies.  Sometimes this comes from more fully utilizing what you already have, sometimes it incorporates adding new modules or upgrading your existing system.  Sometimes the answer is to replace what you have.  It is not that what you are using is bad, it is just not giving you a competitive edge.  It may cost you more to keep using what you have than to bite the bullet and make the changes necessary to move your business forward.  It is not an easy decision to do major surgery, but it is better to do it when you are strong than to wait until there are no resources left.

 

In order to survive your businesses is going to increasingly rely upon technology solutions.  Now is the time to contact Dolvin Consulting, one of many trusted advisors to help you navigate the constant flux in technology.  ERP solutions today are more necessary than ever in order to deliver more value to the business.  ERP offers more significant opportunities to meet today’s challenges in real ways that increase operational efficiencies which make the business more agile, responsive and competitive.

 

Customer Experience

I read a recent article that focused on three key factors of successful companies and thought I would add my thoughts about how these points correlate to Enterprise Resource Planning (ERP) solution success.

 

1.       Change is a key component in growth. 

How many of us are where we are today without having had to change over time.  Did we all start out from college knowing how to do what we are doing?  Looking back on life we can see the decisions that got us here, but from back then could you have predicted this path? 

 

Likewise companies need to evolve and change.  That goes for both the company creating the ERP software as well as those implementing the solution.  I have heard many times that “we are happy with our solution”, “our business has not changed”, “our customers are happy”. 

 

Technology changes and the way organizations utilize new technology also changes.  I remember my old boss saying that he did not want to purchase a fax machine.  Could not understand the fuss, did not want the expense, where was he going to put it in the office, let alone the second phone line.  Perhaps only two weeks after plugging the machine in, he was praising the new technology, what this meant for the business productivity.  We could take information any time and batch process it instead of interactively. 

 

A whole new world opened that day.  The same is true for companies today that are embracing new technologies.  Not just change for the sake of change, but for the productivity and return the technology offers.  Not all change is good, but companies that embrace change potential and are looking for new ways to do the same old task in new and better ways tend to find themselves ahead of the competition.

 

2.       Personalized experience.  

We all want to feel special and we want that feeling to last past the point where the check clears.  Are we hearing genuine sincerity and concern for our company or are we hearing lip service?  Does the sales person see my challenges and have concern for the people I employ, because their jobs are on the line if this system does not work.  Am I just blanks filled in on a template or did the person take the time to interview me and figure out what my needs are?

 

Are our futures mutually vested?  Does their success depend on my success?    You care about your customers, does the ERP provider care about you?  How do they show it?  Can you meet with their president?  What programs do they have that are focused on my company leveraging the new technology?  How do I learn to utilize the solution the best possible way, the way I work with my customers?

 

3.       People make the difference. 

People do not care until they know you care about them.  Why do you pay a few cents more for products or services when there is something cheaper across the street?  Treat customers how you would like to be treated.

Do the people you work with have passion for what they do or do they just punch a time clock.  Do they have a vested interest in your success?

 

I do not remember the exact details, but the essence of this story illustrates the point.  A major auto manufacturer had a quality control problem.  This problem was directly related to morale.   If a supervisor stood over top of a line worker, they performed adequately.  If the supervisor went away over a period of time the line workers productivity and quality dropped.  When the auto manufacturer empowered all workers with the ability to stop the entire production line, because they saw an issue related to quality, the quality returned.  The workers felt that they were important and provided a valuable asset to the company.

 

Talent alone is not enough.   Good software alone is not enough.  People use the software to build and grow their business.  I would much rather work with someone who cared about me and my business as much as I do as with the smartest person alive. 

 

How well does your solution provider listen to your needs?  Do they have time for phone calls after the sale is done?  Are they there when you need them?  Is your success important to them?  Do they take pride in your accomplishments?

 

At Dolvin Consulting we have a vested interest in your success.  We work with industry experts to find and implement the solution that works with your business and one that provides the foundation for future growth.  We know that change is inevitable and growth is not an option, but a necessity.  Contact us today to see how we are different.