Top Technology Trends of 2020

If you are currently struggling with a process workflow that doesn’t necessarily ‘flow’, you are not alone. From our extensive experience with customers from different countries and across various sectors, we realised that there had been a serious hurdle that is holding back companies from achieving highest efficiency in their business operations.  

All organisations, whether they are SMEs or huge conglomerates, have processes in place to achieve their business objectives. These processes require a significant amount of resources, system infrastructure, & personnel. 

What’s happening is that as this world is almost fully transforming into a digital one, carrying out those processes manually becomes more of a setback than anything else.

Team members become burned out from repetitive tasks, requests get stuck with personnel who are unable to respond for different reasons, issues in processes go undetected and cannot be traced to a source, and as a result, the completion of processes is delayed and efficiency is hindered.   

While the above factors pose powerful arguments for adopting an automation solution, there needs to be a certain level of discipline to overcome obstacles that may come in the way. These obstacles can mainly be related to cost or people.  

Cost poses a major question mark when wanting to undergo such a transformation, whether it’s a financial or opportunity cost. While business owners may have oppositions due to the costs of implementing an automation software, they will eventually learn that costs savings are along the way in the long run. 

However, companies that have taken the first step towards finding the right automation solution should understand that cost savings are not the primary reason to automate processes but rather to improve service to end users. With an improved quality of service, the operational costs associated will also improve and thus companies will achieve their ROI.  

We created “The Enterprise Submission Platform” (ESP) keeping in mind the most common customer pain points including:  

• Lagging of operations due to inefficiencies in workflow 
• High cost of doing things manually 
• Lack of task ownership  

• Slow delivery of projects  

ESP is a linear workflow system that was created by the Exceeders team to enable function owners that want to automate their business processes more control over creating and managing these processes in a guaranteed short period of time. 

The best part is that the task of managing and updating any feature in ESP can be done by the business users themselves, so this eliminated the need to involve the IT Department or even the IT Service Provider in maintaining and updating the system. 

Want to learn more about how you can cut costs and boost operational efficiency?

CLICK HERE

You see the end product but we’re bringing you closer to the people behind it ! 

Among our recent partnerships, we joined forces with Ubility.  

To bring the service provider closer to YOU, we sat down with their CEO Khaled Dassouki, to gain firsthand insight on the things they do and the types of human capital profiles that drive their success.  

Khaled is a Lebanese national with an engineering background and PhD in Artificial Intelligence & Security obtained at Université de Technologie de Troyes, France. 

As a result of over 20 years in the field, Khaled decided to establish Ubility in France and build it on a base of Artificial Intelligence in Customer Experience, which was considered to be highly innovative as it was a niche field.  

Khaled was quick to notice that there had been a shift in the way business was carried out, the shift had been made to be more customer-focused. With that came new challenges, the ease with which customers can connect with the business led to a huge influx of queries and requests for support, which was very time consuming, tedious, and required businesses to grow their customer support teams leading to higher costs. 

While growing their teams did solve some challenges momentarily, organisations were quick to realise that the complexity and average time required to resolve customer challenges was growing which eventually led to dissatisfied customers. Not only that, customer service agents were quickly burning out as they were answering an ever-growing list of routine questions rather than helping solve complex problems and offering innovative solutions.  

Taking all that into account, Ubility offered an AI-powered platform that learns from interactions between an organisation’s customers & their customer care team to enable quick suggestions of appropriate solutions that could solve a customer’s challenge in seconds rather than minutes.  

In addition to that, Ubility also offers AI training for professionals in the IT industry, a sales chatbot that is based on a recommender system and knows the sales cycle, and AI Consultancy in which they are recruited to build and implement AI services in response to an assessment of an organisation’s processes. 

Success Story 

Ubility was commissioned by a Telecom operator in the gulf to assess and analyse their IT processes. After a thorough analysis done by their team of experts, it was concluded that a huge portion of their IT processes had an opportunity for automation.

After studying the best ways in which they could automate their processes, they determined that incorporating AI would allow the elimination of a manual process by looking at historical data. Instead of their operational costs raking up to 50,000 USD a month, they were now cut by 80% to be only 10,000 USD.  

Intrigued and want to learn more?

Click here for a free trial !  

The growth and ultimate success of any company is determined by the consistency of results. These results can only be achieved if the team consistently meets the desired goals and targets. KPIs are the means of setting and measuring the success of these goals. In this post we will briefly take a look at what exactly KPIs are and why an organisation needs them. 

What Is a KPI?

KPIs (Key Performance Indicators) are measurable values that show the effectiveness of a company’s business objectives. A company will set High-Level KPIs that measure the overall performance of the business towards achieving its strategy. Low-Level KPIs measure the performance of departments, units and individuals.

KPIs Are Different From Goals

Although the terms “KPI” and “goal” are often used interchangeably, they are not really the same. A company’s goals define the outcomes that it desires to achieve, in a form of measurable results. KPIs, on the other hand, are indicators on the performance that tell whether the company is on track to achieve those goals.

So, why should you have KPIs for your organisation? Here are the top 6 reasons:

1. Transparency around performance 

Without knowing what the goals of the organisation are, there is no way to gauge a team or individual performance. Therefore, no ability to guide the team to improve or optimise. With clearly defined KPIs it is easier to give accountability to the specific team members and achieve transparency. Teams can collaborate better when they know exactly where to focus their energy.

2. Accountability within the team

Numbers do not lie! It is easy to answer the status update related questions when KPIS are clear as day. Performance analysis and making personal decisions is all easier. Work is not measured by irrelevant benchmarks such as hours at work or number of emails sent per day. KPIs let team members take responsibility of their time on the job and making sure that they align efforts with goals. 

3. They help with decision-making

This is logical. When you implement KPIs, you will automatically need to develop systems/processes to measure them. With this information, the business intelligence gained will allow management to make more informed decisions. 

4. You Can Measure Your Targets

Though they may be easily confused, KPI’s are not exactly an organisation's goals themselves, but they’re a measurement of them. 

A KPI can indicate that your sales team is only generating 30% of the targeted number of leads that you have set as a goal. As a manager in this situation, you are instantly aware of your sales team’s progress and the reason for not hitting the desired numbers of leads.

When you’re able to measure your goals this way, it gives you the opportunity to see where the gaps in your efforts might be and subsequently make decisions that help you reach your goals faster.

5. To analyse patterns over time. 

If you measure the same KPIs quarter over quarter, you can begin to detect patterns in your numbers. These patterns can help you optimise your business strategies.

This can allow you to make predictions about the slow or high performing quarters. Or identify over or under performing team members and help them improve their efforts. 

6. You’ll get an integrated overview

One of the main reasons to invest in a KPI software is integration. The data flow from different sources can be a big complication if no integration methods are applied.

Using a KPI software allows all your departments to enter their data manually into one big system, or the program can connect to different data flows automatically. Whichever method is used, you can be sure that the integrated connection will boost your business management.

Now that you know why KPIs are significant for your business, here is a handy guide to help you in defining KPIs for your organisation. 

Download this FREE guide and start setting the KPIs that are relevant to your business. 

Download Here

This ebook will provide you with sample KPIs for the most common positions at service companies, with guidelines for setting smart KPIs.

Download Here