The proliferation of new software and technology tools has created opportunities for companies to integrate technology into their business. To achieve this, software and technology tools need to be carefully decided upon and then used effectively. If not, more harm than good can occur.
Think about it this way – what would happen if:
You no longer use your fax machine and only use email. Some of your best customers do not use email for correspondence. They could miss receiving renewal information or product specials.
You implement a new software program, but it is too complicated for your employees to use effectively. The software features and functionality force you to change your image of being flexible; of meeting your customer’s needs. When your customer calls, how are they going to respond if you are not able to assist them over the telephone?
For many of the products to work properly together it is necessary to develop a game plan, choose the right set of tools, and make sure the tools work together. This task is called Systems Integration. Systems Integration can fail if not properly thought through. It is important to look at the current business processes and technology infrastructure as well as your employees’ skill sets, your customers and clients, and relationships with third party vendors and partners.
Think about:
What are the motives for the selection and integration of the software and technology tools into the business? Is it to increase productivity of your employees leading to increased customer satisfaction and operational efficiencies? Is it to meet compliance or regulatory requirements?
Is the purchase of the digital camera, PDA or blackberry, or portable scanner aiding in increasing productivity in your business? Or is it just cool? Is this the best use of your resources?
Have you focused on what the technology requires to function properly? On more than one occasion, I have heard comments about how bad the tool is when it is not the tool at all, but rather old hardware.
Before purchasing anything, ask what is your return on investment (ROI)? Benefits can be both tangible and intangible such as freeing employees up for other tasks.
Additional questions to ask include:
How will this technology help grow my business? Meet short and long term goals?
Is technology the solution or is changing a business process the solution?
Have others in my industry benefited from this technology?
Are there hidden costs such as support, installation, and maintenance?
Is it within my budget?
Last, Keep your customers, clients, third party partners and vendors informed of any major technology changes to ensure your changes do not affect your business relationships.