Possible Issues with Business Software and how to avoid them

Today, software is an integral part of any business from small to medium enterprise levels. Though for many of you, it is often viewed more as a thorn in your side rather than the powerful tool that will take your business to the next level.

There are a lot of factors, that influence how well software meshes with your company and business processes however, so in line with our last post “Head in the Clouds”, we’re going to talk with Cloud9insight, a UK based provider of ‘Cloud’ solutions for SME’s, about some of the common problems people face in business software so you can hopefully avoid them or at the very least be more informed.

Integration

TX; “What is the big test facing SME’s today?”

C9i: Not any mathematical integration today, but software integration; business software really shows off its full potential when you can integrate all of your systems into one location. This can include your CRM (Customer Relationship Management) software, document management, ERP (Enterprise Resources Planning) software and even your phone system.

TX: What are the main advantages?

C9i: The advantage of this is that it cuts out the hassle of going between systems, saving time and increasing productivity and probably most importantly, it cuts out the mistakes which can be made when reading information from multiple sources. This can make you look more professional as a company and keep the important clients on board.

Adaptability

TX; As an SME how do you choose what is the best system for my business and not spend heaps?

C9i: This is something that may often be overlooked, but it could be one of the most important factors; find software which works with your company that all your staff can benefit from, if people don’t want to use the software, its unlikely to take off and giving people a product that works well for them is far better than forcing people into something which only works well for management.

For this reason, having a package which you can adapt to your current business as well as change with your business as you develop is vitally important. There are many robust ERP and CRM software packages out there, which can go from the smallest business all the way up to enterprise level, so there’s no reason to use something that will soon get overloaded.

Scalability

TX: Seems to me that no sooner has a company installed software than it is out dated. It is never ending!

C9i: Some smaller software packages work very well on the small scale, but can then flounder as the amount of information they need to cope with becomes overwhelming. Equally though, for a small business, having enterprise level software would be overkill and likely result in convoluted processes to look at your data. What is needed here then is going back to adaptability; picking a system which works with your company size now, but can adapt and change as the business develops.

A great tool here is to use cloud based systems such as cloud based CRM. Such systems are hosted by a third party who take care of the day to day running of the servers, updating software and hardware as well as keeping the system secure. This means there’s no need to keep your own tech support on site to manage the system, which can be a big cost, especially for a smaller company.

So if you’re in the market for business software, keep these things in mind; look at how the software works with every aspect of your business (not just management), integrates with all the other systems you use as well as ones you might use, is flexible enough to change with your company and can expand with your company as well. Easier said than done like most things, but well worth spending the time to get right!

Your as always, floating on Cloud9 business journo

Neville Calvert

PS; Cloud9 Insight is solely focused on helping businesses like yours reduce IT cost and complexity
by delivering class-leading Microsoft applications securely over the internet. Cloud9 services are currently available only to UK based businesses. You can reach them via their website www.cloud9insight.com or register your inquiry via email at info@cloud9insight.com. There is no connection between The Small Business Toolbox and Cloud9insight.com

Head in the Clouds?

Today readers please forgive me if a run a little longer than normal. It is just that this blog is a subject matter with which you do need to get comfortable. It is going to change your business forever!

“You’re a dreamer son, always got your head in the clouds!’ How often I heard that expression when I was growing up. Mind you, it did suit a young boy constantly on the look out for the next adventure rather than focusing on the here and now. Today heading to the CLOUD has an entirely new meaning and more importantly potential impact particularly, for and on small and medium enterprises world wide.

The reason is simply the drive for greater efficiency. Cost reduction is a priority; particularly post the GFC, if SME’s are to remain competitive. More money must be allocated to sales or product development to remain competitive. The question is where does this cost saving come? Well there is an answer, or at least the beginnings of one. Before I go there though, some background mainly for those readers not around ‘back in the day’.

Since the mid 1980’s business has become more reliant on IT, computers and now software. The evolution of these processes has resulted in instant communication across the world. For business the delivery of quotations orders, invoices, banking transactions and conferences are now instantaneous. For all business though, this transition has come at a significant cost.

Initially, computers would be installed in a business and no sooner were they operating, a new up-graded version or entirely new more powerful computer would be available. The price didn’t go down in those early days! Some ‘magic’ formula ensured they were always around the same price as the previous model. Small business didn’t have a hope of keeping up.

Then along came the desk top with its DOS code, laptop with Lotus 123 and the eventually Windows. While the technology became more affordable, software was now the major cost factor. It required specialists to load the software onto business systems, licenses needed to acquired for a given number of users and restrictions around use limited the flexibility.

Again small business was not going to be in a position to benefit from the efficiency of this marvelous technology and the often ingenious business software (not Pacman or Mario Brothers) being developed that was held tightly inside a ‘black box’!

Fast forward to 2009/10 and the chatter really begins in earnest about ‘the Cloud’ and the opportunity this will for ALL businesses and more specifically I think for the SME sector.

SME’s will now be able to access software through the internet as if it were ‘on their own system’ without the inherent upfront and ongoing licensing costs. Today you can access software you need for your business when you need it and only when you need it.

No more buying programmes and down loading them or up loading a programme from a CD. All those boxes with discs, booklets etc all dispensed with. Never mind the money, what a space saver! Today this service has an acronym (isn’t there always one.). It is SaaS or Software as a Service.

No more high upfront capital expenditure); which results in a high cost of ownership. No need for skilled on-site or off-site software maintenance. This is now a very promising solution path for SME’s.

Now, you can afford the best software solution for your business without investing anything at all on the infrastructure or development platform or skilled manpower. The only requirement is a computer with browser, quite basic. SaaS is a recurring subscription based model delivered to customers on demand – Pay as you use.

Those of you who have been following us since we launched in 2008 will now recognise that we have been delivering to from ‘the Cloud’ since our inception. We didn’t even recognise this fact, certainly not in the early days.

Our services are provided as and when you the user needs them on a pay as you use model. All our business programmes are available instantly from any computer 24/7 literally globally. We store the information for you in a safe, secure environment for instant recall and updating. That is the beauty of SaaS. It is only going to get better.

There is a lot of other great business software out there e.g. CRM programmes, Accounting, training etc. We will be reviewing Cloud based software solutions over the coming months so stay tuned. In the meantime, I encourage you to get familiar with what is out there and ‘test’ the Cloud theory. We are and like us, it delivers!

Your, forever with his head in the Cloud, business guru

Neville Calvert
neville@thesmallbusinesstoolbox.com

How do growth companies survive in complex times?

Australia’s small and medium-sized growth enterprises face ongoing and increased stress in these challenging times. Business owners have to make difficult decisions constantly and demands come at you from every angle, all day long.

Successful entrepreneurs know, however, that there are enduring key principles that improve a company’s prospects for growth and continuing profits and make it stand out from the crowd.

“At Bibby Financial Services we are constantly interacting with entrepreneurs and fast moving companies. Fast movers are the growth engine of our economy, and this is a key reason why we continue to support the sector, says Greg Hardiman.

“We have observed time and again that staying calm in difficult situations and applying the following disciplines are key when a business is trying to get ahead of the competition.”

Disciplines for success

Cash flow is the lifeblood of a business. Cash flow can be the first casualty in a downturn. In tight times fast movers develop conservative cash flow budgets and ensure they get paid more quickly. They are diligent in collecting what they’re owed. Effective accounts receivable collection frees up cash and can reduce reliance on credit.

Always challenge certainty, especially your own. When entrepreneurs think they’re right, they also think to ask what is missing and search for improvement. Excellence is an unrelenting quest and striving for it is the surest route to enduring satisfaction. The best leaders and fast movers are forever challenging their comfort zone.

Emotions are contagious and feelings are infectious. The best leaders inspire. They are optimistic and ensure employees are just as inspired to succeed in their roles.

Understand basic finance principles. Fast movers ensure financial information and accounts are timely and critical documents are maintained and delivered on a set day every month.

Clearly communicate a business’ point of difference. Clear communication of a company’s point of difference and strategic direction to its customers is imperative. Fast movers view downturns as an opportunity to stand out from the crowd; they continue to tell the market what they do best and remain visible.

Delight customers. Fast movers make frequent customer contact, great service and rewarding loyalty a priority. Fast movers ensure customers are left in no doubt of their importance to the business.
Work smarter, not harder. The best fast movers don’t let running their business run them into the ground. They continually invest in time-saving systems, software and products to free up valuable working hours.

Form great relationships. Strong relationships with mentors, financiers, bankers, suppliers, clients and partners significantly help a business. These relationships endure in good times, when the business is running well and cashflow is well-maintained, and in tough times, when cash flow is tight.

Meaning isn’t something to discover, it’s something to create. Entrepreneurs derive meaning from finding a way to express their unique skills and passion in the service and products they deliver. Figuring out how best to contribute is a lifelong challenge, to be taken one step at a time.

Take responsibility. In a fast moving company no one is left in any doubt as to who takes responsibility for the key decisions. Right or wrong, the buck stops with the leader.

Greg Hardiman

Bibby Financial Services is one of the world’s largest independent providers of debtor finance spanning Australia, Asia, Europe and North America. Debtor finance is designed to improve business cash flow and support business growth by releasing cash tied up in unpaid invoices. Unlike other funding arrangements, no real estate security is required, making it more accessible for small and medium-sized business owners. For more information on Bibby Financial Services please visit www.bibby.com.au

Service Please

So here we go again! Another year and another dollar to be earned. Same old same old! Well not really. This time around folks there is a new paradigm it is called service. Maybe it’s an old paradigm revisited.

If you want to remain in business or more importantly generate a profit to stay in business and contribute to your community then you had better catch the Service Bug together with the package it is hidden in.

The delivery of traditional services is changing as more and more people take to the internet. People tell me they don’t like it. ‘It is so impersonal and you don’t get to meet the person you are dealing with. Brother how wrong can you be. Great service is great service regardless of how it is delivered.

I am a great one for over servicing my customers, in fact anyone associated to my customers and me. It is all I have going for me. Okay so may be that’s a bit crook. But really can you ever do enough for your customer?

Here’s a testimonial I was privileged enough to be shown very recently that proves my point. I have changed names to protect the various people involved however if you would like to deal with the service provider (Travel Agent in the story contact me and I will put you in touch). I have not otherwise meddled with the testimonial as it was written. You just can’t make up this stuff, it is great!
———————————————————————
From: Rod and Lyn [mailto: @internode.on.net]
Sent: Wednesday, 18 January 2012 1:50 PM
To: travel.com.au
Cc: ‘Agent’
Subject: GREAT SERVICE FROM Louise Kerr

Hi Mark. I want to let you know about a great level of service I received from Louise over the last few days. After a poor level of service from my normal TA (retail shop-front in Brisbane), I did a web search and contacted a couple of on-line agents.

My request was for two RTW business class flights on the Lufthansa mixed alliance ticket which I have used previously in conjunction with European cruises. It turned out to be quite difficult to find seats on all the various legs particularly as I was quite specific which airlines I wanted to use within the available groupings. (need to maximise my points and status credits for One World and Star Alliance).

The other agents were good with service/response, but could not get me on my preferred Singapore – Munich leg. Louise not only was able to achieve this, but also provided me with options to hub through Frankfurt, or Munich direct at higher price.

She worked closely with me to achieve exactly what I needed, albeit at a higher price than the base Lufty RTW fare. Those were my decisions, and it was great to have the various pricing options explained. Nothing seemed like too much trouble to Louise, despite my many questions/suggestions/change of mind etc. She is now helping me with all my accommodation needs on this trip.

This is exactly what I desire in a TA, and you have a gem in Louise.

Due to her great service, your firm has gained a $20,000+ booking, and as we travel a couple of times overseas each year, a good future client. I also intend to recommend her to my similar age (retired baby boomers) friends, who all travel overseas regularly. We all seem to struggle to find consistent great service in a TA.

I worked in a service industry all my life, and know how critical good staff are to the success of the business.

Just wanted to let you know.

Kind Regards.
Name Withheld
———————————————————————

The aspects that are an inspiration for us all are that Louise focused on:

Developing a close working relationship with the customer – she understood not only what he needed but importantly what he wanted;

Providing options even though they were at a higher price (up sold);

Nothing was too much trouble – over serviced to the customers delight!

Not bad when you think this was all achieved without the customer or TA ever meeting face to face. Technology delivered the channel but in the end it was great service that delivered the result and then some.

My next trip will be booked through this TA and Louise in particular. While she is working for a TA she is building her own ‘Brand’. Wonder if her boss has worked that one out yet?

Your, ever pleased to be of service, business coach

Neville Calvert
neville@thesmallbusinesstoolbox.com

Goals in Strategy

Goal setting is a necessary and critical aspect of any strategic plan and developing your strategic plan is a process that requires both introspection and vision. Setting goals is the bridge between dreams and reality and they must be tangible and realistic to avoid frustration and disappointment.

Simple goals are definitive and historically elicit a better success rate from the implementation team. Specific targets give staff a clear sense of purpose, eliminate confusion and minimise distractions. By including staff in the discussions and goal setting process you increase your success rate 10-fold and build a strong and committed team along the way.

Seek consensus on achievable expectations from the ground level and discuss different methods of committing to goals and implementing the action plans. Incentives, beyond any usual bonuses or commission structures are a great way to challenge comfort zones and stretch the boundaries. Aim to inspire your staff, not necessarily with monetary incentives but perhaps some time off or even just a simple and sincere thank you!

Allowing the goals, which are typically managerial decisions, to evolve through discussions with employees builds a sense of shared work, common goals and team rewards. In turn this builds a sense of accountability and responsibility, which your customers will reap the benefits of by way of improved service levels and you, of course, will see the impact on your profitability.

Good communication between staff and employer aligns the team to the corporate mission. Persistence is the key to living the Strategic Plan and later revelling in the rewards. For a simple step-by-step guide to Strategic Planning visit TheSmallBusinessStrategicToolbox.com today.