"Our software is terrible!" "Our systems are out of date!" "We need something that's more user-friendly." I hear this pretty frequently. And mostly it's not true. It's an excuse. The truth is that most business software that's on the market today, particularly if it's from a long time and reputable vendor, is good and likely able to do the job that it was intended for. Usually when there's a problem it's not a software problem. It's a people problem.Want to really get some value from the business software you have? For starters, please don't have a knee jerk reaction and think that your software is the problem. Consider that you may not be the one using it very well. Bring in some experts, like your partner or vendor and have them show you all the things you're not doing with your application that you could be doing. In particular, take a very hard look at your application's workflows, alerts and triggers. What are those? If you're asking, then that's your first problem. Solving this problem will significantly improve your business.
A workflow is designed to make tasks faster and more automated. The more advanced ones actually search your database for problems and then take pre-assigned steps to resolve those problems. If you bought your software sometime in the past ten years, then your application has them. If you don't know where to find them then just ask your vendor. Look under the tools menu or pay a visit to your software's technical support community. Workflows generally take no programming experience, but will require a little training time for your administrator. If your application has no workflow functionality out of the box, then see if anything's either been developed by a third party or if a partner firm is able to create custom workflows for you.
An alert is a function that usually sends you (or someone else you assign) an email or text when something happens in your database and you need to know about it before it becomes a bigger problem. Most applications today have an alerting functionality, so just like workflows, ask your vendor or your partner. If you can't find any alerting functionality then try a product called KnowledgeSync from Vineyard Software. This application will connect to your database and provide you with an interface for creating your own alerts.
Finally, there are triggers. A trigger is really the same as an alert or even a workflow except triggers are generated directly from your back end database. This means that if your applications don't have alert or workflow capability, but they are storing information in a database that has trigger functionality (for example Microsoft SQL Server) then you can do the same things. But you'll probably need a little outside help because there is some programming involved. Most of my clients don't have the courage to open up their back end database and configure triggers and that's OK. There are plenty of SQL experts that you can find on places like LinkedIn, Elance, Guru and oDesk who you can contract to create triggers. Once created a trigger can fire off an email or launch a mini application that will manipulate data in your system based on a change or update of the database's information.
Now that you know what workflows, alerts and triggers are, how can you use them to help you increase profits? I've got a few very easy ones you can setup that have hugely benefited my clients. Try these:
1. A workflow to handle inquiries from your website, Anytime anyone visits your website to request information, get pricing, sign up for an event or ask for a brochure you will have a workflow established so that when the visitor completes a form, that data comes into your existing internal system without duplicating the effort. Your system either creates a record for that visitor or maybe updates an existing one because you already have that visitor's email address in your system. The request is then routed to the right department/person. Emails are sent to the visitor confirming their request. Follow-up actions are scheduled so that nothing falls through the cracks. An alert is sent to a sales manager if the visitor's request is not being addressed timely.
2. A workflow to handle new leads from that trade show. You spent thousands on that trade show event in Chicago so please don't let it go to waste. Import the spreadsheet of prospects that the trade show organizer provided into your system and let a workflow that you previously designed automatically allocate those leads to your salespeople based on region or interest. Then the workflow should schedule follow-ups and tasks. Emails should be sent to those leads thanking them for stopping by your booth and to expect a call from James or Patty or whoever. Depending on their response to James' or Patty's questions the workflow could automatically add them to your quarterly mailing list or monthly newsletter. If the visitors were from an existing customer then their information is automatically added to your customers' record
3. An alert/trigger to remind of an overdue invoice. I have a few very smart clients who have implemented alerts like this to seriously help their cash flow. The minute an invoice approaches 30 days a polite email is sent to the customer and copied to the salesperson. After 30 days more emails are sent (professionally, of course) and the collections person, if necessary is then added to the loop. After 90 days an email is automatically sent to Tony Soprano. Just suggesting....
4. An alert/trigger or workflow about depleted inventory. Running out of inventory loses sales and annoys customers. By setting up re-order quantities in your accounting system and then configuring an alert or trigger you or your purchasing manager can be immediately aware of inventories that are running low. Taking things a step further, a well-fashioned workflow could automatically create a new order for the stock and schedule a follow--up for receiving to be on the lookout.
5. An alert/trigger or workflow to address proposals and quotas. There is nothing worse than hearing this: "Sorry boss, I forgot to follow-up on the ABC quote we sent and they went with someone else." Or "I just looked into it and ABC's sales this year are less than half what they were last year." Don't let this happen. Configure an alert, trigger or workflow to always be looking at open quotes, proposals and bids and sending out reminders a week before they're coming due. And configure another one to compare the sales history of selected customers with a prior period and take action if volumes have fallen below a desired quota amount. One workflow I use is a "clients without contact" report - every month it scans my database and finds clients who have had no calls or appointments in the past six months and then sends me an automatic report. There is nothing worse than letting easy sales and happy customers fall through the cracks because you forgot about them!
Yes, there is no perfect system. But no, your system doesn't suck. You are probably not using it as well as you could. Before sinking a ton of money into a new system and completely disrupting your office, consider using alerts, workflows and triggers. Ask if the functionality is there. Purchase a third party add-on. Hire a developer. The cost will be significantly less. And your return on investment will be enormous.
