Implementing new technology?
Surveys suggest that 80 per cent of new-technology projects are late or over budget, or don't meet the needs of users - sometimes all three. We get projects back on track, and help win over hearts and minds.
1. Expectations
On paper, a new system is designed to:
- Streamline operations
- Cut delays, errors and costs
- Improve service quality
- Comply with new regulations
2. Typical issues
In reality, you may find:
- Business performance falls off as staff grapple with learning the system
- Some staff resist the change
- Some formerly simple tasks take longer
3. How we help
- The little red book
- Communicating change
- Training for change
- Getting projects right
- Circuit test your sales process
Feature Case Study: Banque BCP
Challenge: A new operating system (FiServ), but no capability or money to train branch staff in its use.
Solution: Create The Little Red Book, a set of operations, systems, sales and service procedures and customer skills all in one package and aimed at front-line staff. Then combine distance learning with branch-based coaching and certification.
Result: No dip in customer service during the transition to the new system, and a quick upward shift in sales and service after it.
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Insights
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Case Studies
Lloyds TSB
The extra load of compliance costs looked in - escapable. The figures for opening new current accounts, were very worrying: