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Implementation of New Technology

Topic: Implementation of New Technology

Posted by John Ratliff on August 13th, 2008 at 9:23 am | 2 Replies

In order to grow our companies and improve the customer experience, new technology is often a necessity.  The implementation of new systems and architecture within your company doesn't come without extensive cost and risk.  I'm sure many of us are familiar with the trials and tribulations that occur during the decision making and implementation processes.  Thoughts?  Advice?

 

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  • August 13th, 2008 10:24 am | Lee Hill

    Thanks for the questions John.  It's an important topic.

    When www.BackgroundNow.com launched in 2003, with only a few exceptions (like MS Word & Excel), all of our operations apps were and still are delivered as online services.  Services now labelled SaaS or "software as service".

    When customers login at our website they are actually logging into a Salesforce.com customer service portal.  Users log orders into the www.BackgroundNow.com branded portal, then the orders are "swept" hourly by an inexpensive online device, www.realmdynamics.com, into Quickbooks online and automatically converted into an invoice.

    Also, our company uses Google Apps for business, http://www.google.com/a/help/intl/en/business/applications.html, an integrated and free suite for email, word processing, spreadsheets, intranet, calendaring, messaging.  The Google applications integrate with  Salesforce (and MS software) and are always available from any PC or cell phone.  That's right, the Google apps can be installed on your cell so you can always access email, documents, etc.  That's free too.

    Our phone system is VoIP from WorldSmart, which also integrates with Salesforce.com.

     So, we never experience service interuptions and the expenses that accompany upgrades, migrations, add-ons, etc.  And there's a world of developers building free and inexpensive enhancements for these, such as those found at https://www.salesforce.com/appexchange.

    It's made our operations "plug n play".

    I went to see my new doc yesterday.  The receptionist handed me a clipboard and asked me to complete a set of forms, which I had done two weeks ago and emailed to them.  She explained that the email was received at their other office and she needed me to complete them again.  If only they'd adopted SaaS!

    -- Lee 

  • August 13th, 2008 5:25 pm | Anne Ward

    I would argue that a company is at the most risk if they are not implementing new systems and technologies at a rapid pace. To stay competitive in the current global marketplace a company has to have information. Information is power. Information comes from many sources such as custom portals like Lee mentioned to just casual clicks from visitors on a company's website.

    Stay away from Consultants, they have a tendency to consult rather than actually do things for your company. Get an inside person that you trust and put together a plan of action and then verify that plan of action. Hopping on the train for the latest and greatest things can often lead you down the wrong path. Also do not trust people who blindly love one technology above all others as they may have their own motivations (like they are certified in that area, etc).

     My favorite rebuttal about Larry Ellison's recent criticisms of Saas is here: http://callcenterinfo.tmcnet.com/ana...