Technology is ubiquitous and the pace of change is hard to keep up with, but in terms of usage, it appears that consumers use more technology in their daily lives than businesses do.It is the perception that businesses are using the latest technology, but from what we have witnessed, the majority aren’t despite the fact that they could use technology a lot more to improve processes, productivity, customer service and margin. Businesses need to catch up with consumers, if they don’t they will be left behind. Blinded by choice – too little time! There is an abundance of technology in the market for businesses to deploy and benefit from. The range spans from: basic to multi-media contact centres, to audio and video conferencing solutions, and the ability to access all features and functionality that you have on your desk phone to your mobile. Full mobile and collaboration solutions such as Microsoft Skype for business enable you to make voice calls, video calls, instant message, screen share, and collaborate on documents together. The list is endless and here lies the problem; the market is saturated with technology – how do you know which one to select and which technology will make a difference? Businesses are of course deploying technology to improve their processes and services but there are still a lot out there that aren’t. They are missing out on the difference it could make to their business. People are so busy with their day jobs and that they often miss out on going back to basics to identify objectives and strategy and how they will achieve it, they simply have too much to do! Businesses need to look at their technology operations in a strategic manner, and realise that going back to basics is often fundamental to success or failure. Businesses are blinded by the amount of technology available in the market and also don’t know what they require it to do. Ironically often businesses have the technology in place but they don’t know what it can deliver, or what it could be used for, and what it could achieve. Demolishing the silos Historically, the IT manager or the telecoms manager would ascertain the business’s requirements and deploy it. Now, with the advancement of changing work lifestyles such as remote working, working at home and the hot topic of improving customer experience, senior management and members of the board – often including the CEO – are championing how technology can increase efficiencies, or certainly wanting to get on the bandwagon but not quite sure how to. There is a massive disconnect between the board and the IT operations as they don’t appear to be communicating, never mind speaking the same language. We have realised that what’s missing is the fact that silos still exist between the different departments in businesses and organisations, and people are not communicating with each other. If people in the different departments don’t talk to each other and understand what they all do, and the different ways it affects the business then it becomes impossible to all work together in synergy to achieve the same objectives. It is not just about the lack of communication between the different departments it is often about the lack of ownership of a new technology, which can then lead to internal politics, and disgruntled employees where no one knows what they are doing. Going back to basics could be the answer to developing your company’s technology. But achieving this is not always easy – read on to discover how to deliver a back-to-basics approach.
Share this story