You know it all too well: Systems integrators have a constant tension between customer experience and profits. Customer satisfaction is your No. 1 priority, so you deploy the latest and greatest technologies and systems to meet their expectations; however, like the cobbler whose children have no shoes, you may be neglecting your own legacy systems and business tools. It’s simply survival. But is it shortsighted, too?
If you already have major projects underway, such as replacing your IT systems or digitizing every aspect of your business, then that’s great. Those types of projects, however, can take years – and customers and employees need solutions today.
Not everything needs to be a monolithic endeavor. There are ways to embrace the latest technologies and improve your services without interrupting your business, breaking the bank, or taking years to implement.
Here’s what many systems integrators face in this rapidly evolving technology environment. Do any seem familiar to you?
Time is Money
You simply cannot afford to step away from the business for too long to upgrade your business technology infrastructure and applications. It’s easier to keep doing things the same way as long as they work.
Unfortunately, this approach will eventually catch up to you: You can’t afford not to make some upgrades. It will be difficult to attract customers and top talent (especially the next generation) if your modus operandi isn’t cutting edge.
There’s no doubt that some sort of “digital transformation” can be valuable. Organizations that have made progress on this are increasing revenues by one-third to one-half, according to IDG’s 2019 Digital Business Survey.
Last Year’s Performance – No Longer Good Enough
Your business is difficult and becoming more technically complex. With systems and technologies converging (physical security and cybersecurity, for example), it’s no longer enough to be an expert in one field. You’re challenged to become your customers’ single source of knowledge.
Holding on to legacy systems, tools, and processes may inhibit your ability to manage all this complexity, remain efficient, and ultimately satisfy customer demands.
Customers Have Increasingly Sophisticated Demands
Let’s face it: Customers want “smart” everything. They may not understand what’s required technically, but they do know they want their access control tied to their HVAC system, for example. If you can’t do it, then they’ll find someone who can.
Customers are not only demanding connected systems, but also a higher level of service. They’re used to seamless digital experiences – so your salesperson showing up with paper and pencil to do a site walk-through is not so impressive. Worse yet is your maintenance person showing up with no information about the customer’s systems – paper or digital – and asking the customer questions they should already know the answers to.
Employees Will Take Matters into Their Own Hands
Like your customers, many of your employees know what they need to succeed. If the business doesn’t give them the right tools and applications, workers will go out and get these themselves – even at their own expense. Or they’ll simply quit and go to work for your technologically advanced competitor.
An article in Harvard Business Review recently addressed this “shadow IT” phenomenon of employees using software applications and other connected tools that IT hasn’t approved:
“If you don’t think this is happening in your organization, think again. You might just not know what your people are up to. Smart line managers leverage the predominant software-as-a-service (SAAS) business model to finance shadow IT projects out of operating expenses rather than the capital budget, which effectively hides them from central IT.”
It’s difficult to fault an employee who’s only trying to perform better with less, but there are security and other issues with using connected, non-IT-approved tools. One problem is scalability. In an era where virtual teams must be more collaborative and agile, it can be problematic for different employees to use one-off tools.
For these reasons, many organizations prohibit the use of any technology not expressly approved and managed by IT. According to a recent Forbes article:
“When teams on the front lines of driving business objectives (think sales and marketing) don’t have the right tools at their disposal and feel like they’re frequently being told ‘no’ rather than ‘Let’s see how to secure this tool,’ it may create unnecessary friction between teams.”
Moving the Needle
How can you make improvements that will modernize your business quickly yet affordably?
Here are a few suggestions …
Think Small
You don’t necessarily need to tackle all problems at once. Huge, multi-year projects can be outdated by the time they’re implemented. Determine first what your major needs, weaknesses, and opportunities are. Then prioritize enhancements that will make the biggest difference fast. Consider cloud-based applications and subscription services instead of major enterprise software investments.
By approaching improvements this way, you leave room to change and upgrade as needed. As the Harvard Business Review authors noted: “It’s worth reflecting on the fact that, in many industries, the best IT solutions providers are narrowly focused on a specific problem.”
Embrace the Rogues
Your employees can be an excellent source of ideas and innovation. The answer is to work with them on their needs and suggestions – not shut them down. One person working remotely in a home office or on the road could have the key to moving your business forward – even if it’s something small.
A McKinsey Global Survey of 1,800 executives found that, “when employees generate their own ideas about where digitization might support the business, respondents are 1.4 times more likely to report success.”
Moreover, wider adoption of software and tools across different roles of the organization – for example, to assist with handoffs between sales and operations – can lead to better ROI.
Be Flexible
Business managers should have the autonomy to choose the right technologies for their departments. IT must work with these groups to integrate these solutions as needed, especially across departmental and organizational boundaries. Also think about giving customers access to the data and drawings pertaining to their projects – including the ability to communicate and collaborate with their extended project teams.
When customers are engaged in every phase of their project, satisfaction increases. In addition, employee morale goes up as they take ownership of their tools and, ultimately, the success of the business.
Take Action Now
Instead of taking a passive approach to evolving your systems and processes, actively explore ways to make improvements. Seek solutions from employees who are on the front lines – literally and technologically.
Small, incremental steps can make a major difference. After all, cobbler’s children need decent shoes, too – and imagine what they could do with them.
Rod Whisnant is the chief technology officer for System Surveyor, a member of NSCA’s Emerging Technologies Committee. For more information, visit www.systemsurveyor.com.