Many businesses pay good money for great systems, and never actually use them to their full potential.
It is like having a Rolls Royce and driving it like a mini – You’re now saying, who would do that, right? Well, majority of firms do – every day!
It doesn’t just take somebody to do a group lesson showing your employees how to use the system, it goes way deeper than that! You are going to need a single person whom will carry out the development project and a group of people who know the system very well and can enhance this across day to day duties with the teams.
The project manager in this scenario needs to take responsibility of a number of areas.
1. Knowing the firm inside out
This person must know the business inside out – all the way from accounts & finance through to administration and the sales floor. To achieve successful workflows, you must know what the business requirements are and how a system should support that.
2. Knowing the system inside out
Before you begin to teach, implement and enhance the system you are using, you must first know it inside out. You must understand its capabilities, the level of flexibility around enhancements, and must importantly the people on the inside panel supporting you.
This person is going to be working with the system A LOT, trust me and you need to make sure you have the back up and support of the inside team.
They will help you as much as possible as it is in their interest that your business uses their system successfully – it’s a win-win situation here!
3. Training your people
You will need to select whom you believe to be the most system driven people, to form part of your “system pro’s” group. These people will be in charge of assisting team members on the field with day to day queries, assisting new starters, keeping positivity around the system flowing etc. so make sure these people are friendly, encouraging, know the system well, and strong enough to stand the grounds when somebody says the dreaded “I am not using this system”.
Your main project manager doesn’t want to be bogged down with the day to day tasks, as they need to be focusing on the main/end goal and enhancing the system.
4. Development of future enhancements
It doesn’t matter how good your system is – it will always need tailoring to your firm’s needs – FACT!
If somebody says you don’t, they are lying!
Technology is always being upgraded – so treat your system the same. Make a plan, take a look at other systems and see what they can do – then gather your ideas, needs, etc. and take them to your inside people and get the plan moving.
Remember, the system is there to fit your business, not the other way round. If you are not happy with something, or it doesn’t quite fit – get creative and build a workaround.
5. Get everyone on-board!!
Nobody, but nobody likes change – you simply cannot force change upon anyone! What you can do is listen and take the time to show the capabilities of the system. Sit down with your people and listen to what they would like to see, and have it implemented.
Lets take a busy adviser for example:
If you show an adviser that with the system he can save time on suitability reports, or obtaining valuations – or even setting reminders such as review dates, maturities, birthdays, anniversaries etc. with just the click of the button – they will bite your hand off.
So always make sure that the majority of the work is left with your support teams, and the sales floor has minimal requirements to be efficient.
You will notice your support teams much more organised, efficient, and positive – everything at the click of a few buttons!
I mean, you would be crazy not to use a back office system or any systems for that matter to its full potential, you would have happier staff and clients as it provides them with a transparent relationship that they can rely on.
If you would like to speak to us about how to start your journey, please get in touch.
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Blog published by Rebekah Roe