Information is only valuable within context. The context in the
case of contact management is your vision, the market you are competing
in, and your concept of how technology will be utilized to help
you meet your organizational goals in the future. Technology used
to reach these goals shouldn't take years to implement. With a short,
effective implementation process, 80% of your goals can be achieved
quickly with some additional time to resolve the other 20% of the
issues, providing a high return on investment quickly, normally
within 12 months.
It is relatively easy for a Credit Union to find companies that
understand advanced telephony or advanced IT applications. The challenge
is to find organizations that understand both and know how to implement
them to solve your core business issues and meet your business goals.
Even when the technical qualifications exist, few companies understand
how to manage the impact of business processes on the overall technology
implementation and manage the integration of all the technology
components. When technology deployments are examined, there are
usually three critical points of failure:
- Failure to understand the customer's business
- Failure to understand the need for ongoing application development
to integrate the products into the customer's environment
- Lack of skill to adequately recommend, develop and support client
Although each of the above are critical ad common points of failure,
the great point of failure and the single most important reason
why some companies are successful is because they understand the
risk that most do not often know exists until they are already involved
in a customer relationship:
- Failure to understand the complexity of manufactured products
and failure to understand the true capabilities of manufactured
Often, a Credit Union looks to contact center applications to solve
business process problems. However, a business problem cannot be
solved until the business is understood. The first and most important
part of any contact center application is a documented understanding
of the customer's market, its competitive advantage within that
market and the systems used to consistently deliver that competitive
Once an organization understands your corporate goals, they must
then find a technical infrastructure that supports those goals,
as well as specific departmental goals. The next thing to do is
place all of the technical information in the context of the technology
marketplace. It is critical to the success of any technology deployment
to understand that dynamic business challenges cannot occur without
the proper infrastructure. Once the proper infrastructure exists,
implementing specific recommendations takes days instead of weeks
How many of the following statements do you agree or disagree with?
- In the past, we've invested in various technologies, but don't
know if we're spending our money in the best way to reach our
- Members of our call center team have different opinions about
where we need to take action. This makes it harder to set priorities
and get results.
- Vendors very seldom are cognizant of our corporate vision and
values. The lack of this understanding prevents us from implementing
solutions that can provide a high return on investment, yet maintain
the quality customer service that our members expect.
- You have the data in your mainframe applications that you wish
you had available to you at the time of the call, or before the
- You cannot efficiently report on the cost of doing business
because you cannot find the appropriate data to back up phone
calls, emails, faxes and follow-up calls.
If you agree with at least one of these, then you are a candidate
for an 80/20 solution. Remember your environment is unique; your
vision is unique. It is not possible to build a solution for your
business based on a template. However, there is no need to pay a
customized price when similar businesses have already implemented
technology and forged the path ahead of you. A true partner will
pass these cost savings along to you.
Purple Mutt Enterprises
is a different breed. We differentiate ourselves from our competitiors
by taking the approach of understanding that the answers to your
Contact Management Solutions are not made, they are discovered.
We invest a tremendous amount of time and effort in the early activity
stage. By learning about your organization from the inside out and
collaborating with your teams, we are able to protoype and strategize
the contact management design that works for your unique needs.
We utilize our own patented Integrated Process Methodology, which
governs every step of our discovery, strategizing and implementation
A complete detailed white paper on the 80/20 process
is available at no charge. For additional information, please contact
Sandy Norton at firstname.lastname@example.org
, or call 972-728-7067. Check out our web page, http://www.purplemutt.com/
to learn more.