Digital Transformation
This case study looks at how OpsWiz helped a 50-year-old business move from analogue to digital to enable business growth.
The Problem
The business relies heavily on the owner. Although processes exist, most are manual and contained in the business owner's head, preventing delegation.
Work is processed using paper documentation stored at the office, which means there is no contingency plan in the event of adverse weather or other incidents which may make the office inaccessible.
Customer records are at the office, so out-of-hours contact is only possible by travelling to the business premises.
Admin work is duplicated, as schedules and calendars are printed and stored in multiple places, wasting time and introducing room for error.
Terms and conditions, guarantees, and other standard documentation have not been reviewed for some time, potentially making them out of date.
Customer records, including guarantees, are being managed in MS Access, a legacy product that cannot be supported or updated.
The Solution
OpsWiz immediately introduced some quick fixes, such as utilising the accounting system for VAT invoice management and demonstrating how to manage multiple team diaries in Microsoft 365.
Implementing a CRM system that is accessible from anywhere facilitates client record management, sales pipeline automation, email reminders, and standardised communication templates.
The CRM was integrated with free appointment management software and Microsoft 365 apps, enhancing diary management and streamlining email communications.
Automated task creation for team members within the CRM improved follow-up processes and office productivity.
Introduction of iPads for gathering survey information on-site, directly linking to the office for faster quotation and ordering processes.
The Benefits
Streamlined processes significantly reduce the time spent on administrative tasks, freeing up time for growth-focused activities.
With digitised and centralised information, the business owner and team members could access critical data from anywhere, mitigating the risk of inaccessibility during emergencies.
More explicit processes and accessible information facilitated easier task delegation and efficient work distribution among team members.
Automated reminders and streamlined communication improved client interactions, reducing no-shows and enhancing service delivery.
Migrated crucial legacy client data to SharePoint, utilising existing Microsoft 365 licenses for a seamless, cost-effective data management solution.
Outcome:
This case study exemplifies how embracing targeted technological solutions and strategic consultancy can dramatically improve operational efficiency and resilience in small businesses.