Choosing Company Phone Techniques

Business telephone systems are an intrinsic investment when establishing phone techniques for little offices. Company communications really are a key in order to success and therefore it is crucial to stay current with the most recent technology as well as trends. Say for example a voice more than IP company phone program can save your valuable company a lot of money over period. Now that many IP dependent phone systems are actually an progressively reliable method of communicating, it seems sensible for a small company to employ this tool successfully. Additionally the particular hardware within phone techniques for little offices offers improved; this really is both essential for functionality as well as sending the best messages. You want your workplace to appear professional because running a business clients may generally create a first impression of the services once they are inside your office in line with the feel these people get. As with your own personal appearance, your workplace needs to appear professional in order to project the best image associated with you as well as your company. Correct, up-to-date technology might have the image that you’ll require while also offering you superior technology to ensure your telecoms are current using the times.

There are many options to select from, these consist of: Traditional PBX as well as Key Techniques, Nortel, ShorTel, as well as 3com. Conventional private department exchange techniques offer dependability and scalability. This can be a very broadly trusted information platform, that offers fully showcased systems and is made to meet the actual voice marketing communications needs of each and every size company. This offers sophisticated messaging, get in touch with centre as well as computer integration. For many years Nortel is a staple with regard to reliability as well as efficiency, for smaller businesses this can be a great answer because it’s a cost efficient for a small company. This answer usually brings together voice, data as well as business programs onto just one unified system. ShorTel provides unrivalled scalability as well as manageability, the consumer interface actually sets the conventional for today’s market. This may be the ideal solution since it is purpose constructed with no solitary point associated with failure. This is a good solution with regard to businesses of sizes as possible implemented along with seamless scalability in one to 10 thousand users which include all performance. The equipment and options that come with these cell phones are unrivalled, they are very stylish without becoming overbearing.

It is crucial to opt for a solution that provides technical and customer care trouble capturing options. Quality associated with service in this region is a sizable the main service becoming purchased and to ensure there isn’t any interruption associated with service or down-time, it is essential that an agenda is occur place to your requirements. Often the technician could be dispatched to complete on website repairs or perhaps a customer support line that’s available on a 24 seven basis ought to be in spot to provide assistance. In the current market system downtime may cost companies lots of money. You wish to ensure you’re using a well balanced product along with high dependability and limited requirement for service. When you select a solution you need to make use of a company that understands the requirements of your online business and increase service as well as technology to match the budget you’ve for your company phone techniques.

The Importance of Strategy and Governance for Global Business Services

Welcome to my third article in a series focused on insights, experience and practical advice on an operating model called Global Business Services (GBS). The GBS operating model is the latest step in the evolution of shared services (SS). To refresh your memory, SS is an operational model that’s been around for decades. It enables functional resources (i. e., HR, IT, Finance, etc. )#) to be leveraged across an entire organization, resulting in lower service costs. My first article discussed the evolution from traditional SS to GBS, the drivers for the change and the desired benefits. Article two highlighted that even though the transition to GBS continues, there seems to be a return on investment (ROI) shortfall with a number of implementations. The primary reasons for the ROI shortfall and some solutions to enhance success were also covered. This third article takes a “deep dive” on two key elements to ensure a successful GBS implementation: strategy and governance. Let’s get started.

When you talk to experts who guide companies through GBS transformations (and I have had the pleasure of working with many of them, such as Deloitte, Accenture, The Hackett Group, and others), or talk with GBS leaders who are viewed as having world-class GBS operations, similar critical success factors (CSFs) are consistently mentioned. Some of these CSFs mentioned include:

1. Executive Leadership – getting the entire C-Suite aligned and onboard.

2. Technology Enablement – making the appropriate investments in people, process and technology to ensure success.


3. Delivering on Commitments – meeting cost savings targets and aligning your deliverables/measures with your clients’ expectations.

4. Critical Mass – transitioning enough process scope and execution authority that is impactful to P&L.

There are several other CSFs that could be added to the above list. However, there are two items that are foundational and provide the direction to the above items… strategy and governance. A famous proverb says, “Without vision people perish. ” Translating this to a business context, “Without a strategy, your initiative will ultimately fail. ”

Importance of Strategy

Strategy is critical for every corporation and especially for every major transformation. For GBS, lack of strategy alignment at the C-Suite is largely viewed as the #1 reason for failure. The GBS operation may not fail immediately, but if the strategy gaps are not addressed over time, it will lose its influence and relevance, and will ultimately fail and be restructured. So what are the elements of a good GBS strategy? There are several, but here are the main ones:

1. Primary Purpose – define primary focus, such as cost reduction, scalability/growth, regulatory compliance, etc.

2. Scope of Coverage – define processes that will be transitioned into GBS at the start, and will be candidates for the future.

3. Service Delivery Methodology – define approach of how services will be delivered to clients. Internal (or captive) vs. outsourced centers; global vs. regional centers, etc.

4. Governance – initial organizational structure, operational roles and responsibilities across the enterprise, and executive leadership roles to provides GBS direction.

5. Execution Plan – transition methodology discussing sequencing of businesses and geographies on a timeline.

The Evolution of Business Service Management (BSM)

Looking back, the emergence of business service management (BSM) seems inevitable. This new generation of tools helps IT organizations manage technology infrastructures within the context of the key services they provide for their customers. BSM tools are critical enablers for the increasingly popular process-focused IT Service Management (ITSM) approach.

What’s driving this evolution to BSM and its related IT management paradigms? Executive Consultant Troy DuMoulin of Pink Elephant, an ITIL events and consulting firm, explains, “The interest in ITIL, the evolution of legislation like SOX (Sarbanes-Oxley Act of 2002), and the interest in standards is symptomatic of something much more rudimentary. At the base of this growing focus on formalization and legislation is a growing awareness of exposure and dependency that the business has on IT. Before, IT was seen as an enabler, supportive but yet somehow separated from the business processes themselves. But now there is a realization that there is no true separation between the business process and the underlying IT services and systems. ”

Information technology has become so vital to business today – so ubiquitous in every aspect – that most businesses literally cannot function without it anymore. Even simple manual tasks like filling a car with gas or cashing a check now require the support of an IT system.

This heightened reliance on IT has placed companies at a crossroads. They are compelled to address this new dependency by putting processes and technology in place to ensure IT does its job serving the business effectively. So the move to BSM can be seen as a natural reaction to the new way IT interacts with and enables business.

“BSM is a way for a company to agree on what the business expectations are, and manage the IT performance to those agreed upon expectations, ” clarifies Brian Childers, a consultant who also serves on the Board of Directors for itSMF USA, a non-profit organization dedicated to promoting best practices in IT services management. “Once we understand the expectations, we can build the processes to suit the expectations, and manage against them. ”


Vendors are responding rapidly to these new service management imperatives. Leading software providers – like HP, BMC, Mercury and Managed Objects – are already introducing new BSM-versions of their popular tools to help revolutionize the way IT managers gauge technology performance and leverage that knowledge to meet business needs. And new kinds of automated, self-learning software from companies like Netuitive, are making it easier than ever for managers to cut across their technology silos and tie together their existing management tools.

“Over the years – especially during the frenetic IT build-out of the late 1990s – companies cobbled together a mishmash of systems within their IT organizations, ” adds Tony Gilbert, vice president at Netuitive. “The result now is a heterogeneous set of components in the IT environment, and individual departmental silos for managing each one. The right set of BSM tools makes it possible to tie together all of these pieces of technology across an enterprise and to monitor IT from the perspective of the service it delivers. ”

BSM tools help IT groups see technology in terms of how it impacts their business services, and zero-in on the cause of a particular performance issue that is affecting that service — a capability companies do not have when they manage IT solely through technology silos. The new BSM tools can also enable a company to prioritize resources based on the relative importance of multiple business services. For example, a brokerage firm could manage online trading or online banking services holistically instead of piecemeal within silos: the server group, the database group, the application group.

Business Services – Strategies For Improving Client Satisfaction

Maintaining good relationships with your clients is critical for business growth. Many prosperous businesses are built on favourable word-of-mouth. Strong client relationships mean more repeat business and more referrals. Dissatisfied clients tell their associates and subsequently ruin the business image in the marketplace. There is the risk of an unsatisfied client bringing their complaints to public attention which can be detrimental to business.

At the heart of all client dissatisfaction is a disparity between client expectations and the service provided. The key to maintaining good client relations is in understanding and managing client expectations.

How to Handle Common Root Causes of Client Dissatisfaction:

Service does not live up to client expectations: In your clients mind, he or she, has an internal representation of how a service should perform. They have a preconceived idea of the benefits they will receive, the problems your service will solve and the quality of work that will be delivered. If a service does not live up to these expectations, they will be dissatisfied. It is important to engage in a constant dialogue with clients to ensure the service meets their internal representation. Since services are intangible, client expectations are more subjective. Demonstrate the tangible aspects of a service to create more objectivity. Show your clients the deliverables that you produce. For example, as an Accountant, I can show samples of financial reports, business plans, business models etc. This way the client has physically seen the outcome of the service.


Over promising: Managing client expectations plays a key role in long term satisfaction. Over promising may help win the business in the short term, however, if a company does not deliver on their promise it creates disparity between the client expectations and the service. Over promising and can often occur if there is a breakdown in understanding between marketing and the staff executing the service. Marketing departments may promise the world in advertisements but may be unaware of limitations arising from the practical day to day aspects of executing the company service. To solve this problem marketing communications needs to be coordinated with service staff.

Misunderstanding client needs: This can be prevented by doing a thorough needs analysis, active listening and empathising with the client. Misunderstanding client needs can lead to mismatched service specifications. Work closely with the client to ensure that the service is on track. Get their feedback along the way. Make an effort to obtain accurate information about the clients evolving expectations. This provides an opportunity to take corrective action before it is too late. Companies can use technology such as databases to track important events in the client relationship, new needs that arise and changes expectations.


Essential to maintaining client satisfaction is the early detection of service gaps. If a company is unaware of their client dissatisfaction, they have no opportunity to make amends. Many clients do not report dissatisfaction, so pro-active steps need to be taken to ensure that the client is happy with the business service.

Using Business Service Management to Succeed in a Tough EconomyUsing Business Service Management to Succeed in a Tough Economy

Whether the economy is booming or facing a crunch, one factor plays a critical role in business: IT. In today’s business environment, almost all business activities are tied with the IT department. However, most of the departmental heads have no idea of the impact of complex technology on their respective business processes. Many a times, department heads have no means of identifying and preventing bottlenecks within applications so that end users are not affected. In today’s tough economy, Business Service Management can come to the rescue of many IT managers as well as departmental heads to ensure a smooth running of business processes.
The importance of knowing end to end performance is not only applicable for large enterprises, but smaller entities too. In fact, monitoring end to end performance of applications is more important for small businesses, considering that they function on a very tight margin. In order to stay on top of any performance issue and to effectively solve it, business owners need application monitoring tools through which they can monitor whether their business services are functioning properly. Such application monitoring would also inform them of any bottlenecks in advance and prevent any large scale impact on end users. Business Service Management enables both the teams to do just that.


Business Service Management solutions help bridge the gap between the departmental heads and the IT team. When a BSM solution is put to work, the business department can work in coordination with the IT department to ensure that all the services are available and any potential problems may be solved before they start affecting end users. BSM helps in detection of IT issues, tracing their root problem and solving them quickly.
With Business Service Management,
o Issues related to business-critical applications can be dealt with proactivelyo Departmental heads can start prioritizing tasks according to their importanceo Information can be presented according to the role of the person concernedo IT Service Management is easier to put into practice
Businesses hence need to consider Business Service Management as a necessary component in order to know the end to end performance of all their critical applications. However, businesses are sometimes forced to choose between two extreme BSM solutions: one which is inexpensive but lacks functionality, and another, which is expensive and needs a lot of manpower to support it.
An ideal Business Service Management would be one which is integrated, affordable and easy to use. A business should not have to make a compromise in quality due to the cost of the BSM solution. An ideal solution would allow end to end performance monitoring as well as management Service Level Agreement. It would also not require any manpower to manage it.

Building Stronger Brand Awareness Using Five SEM Strategies From Semalt

Business owners should understand that SEM or SEO strategies are not flexible and are not going to boost you brand awareness. The reason is that search algorithms always change. As these changes take place, so should the business make use of each opportunity. It is the only way the company’s ROI will shoot up. The following is a five-step process described by Igor Gamanenko, the Semalt Customer Success Manager, with the help of which one can improve the local SEO services.

1. 54% of the Americans shopping public have switched from using phone books to browsing the internet and performing local searches for goods or services. It, therefore, means that the local clients form the backbone of the business and owners should strive to satisfy their interests if they are to survive the industry. An example of such is the Parsons Behle and Latimer law firms from Utah, which updates its clients about the latest news or local legislation that might affect them through their website. They depend on SEM to drive traffic to their sites, and consequent profits to their site.

2. Links and citations emanating from localized sites add as valuable resources to the business’s brand awareness campaigns. They improve organic presence as well as the referral traffic from local SEO. It is important to note that links and citations are among the top-ranking signals for Google’s search algorithm. The referrals act as votes of confidence which give the company a boost in the SEO arising from the credibility it gains.

3. Stay on top of your PPC efforts. It is quite common to find business owners who think that they can confidently create a PPC campaign and immediately expect results. Google AdWords is the largest local ad marketplace, and for one to see any ROI, they must be an expert in the field. Running a pay-per-click campaign requires experience and understanding if one expects to have their brand correctly displayed. In-house marketing may seem to help to save money, but business owners need to hire a professional to do the PPC for them as it is the best option in the long-run.

4. Pictures are good, but moving pictures are even better. It is easy to give recognition to a brand using testimonials from people who have worked with the company before, or infographics depicting what a company stands for. However, videos tend to accomplish this more efficiently. Even so, one must remember to include a takeaway in the video such a recipe tip, free financial advice, or a suggestion on how to get a discount coupon on the site. Otherwise, the video will not make as much impact as expected. Google has invested a lot in the YouTube channel, and it happens so that it is quite a popular place for firms looking to grab a significant share of the local search market.

5. Market to the Millennials. Currently, there is an estimated 86 million of Millennials, meaning that it is a profitable niche. If the brand does not reach out to them through their favorite mobile apps, then there is a high chance that it is not reaching the group. By the 2018, locally targeted mobile ads will occupy more than half of total spending on ads.

The best strategy is to rely on the local SEO services and the five steps mentioned in this post will help to accomplish that, and improve the ROI of the business.

global marketplace and achieve cooperation

Hearing about a company called Exergy and wondering what’s behind the name? Here’s a brief introduction that should answer all the questions you might have!

In 2000, Claudio Spadacini established a company by the name Exergy. In short, it was a project that focused on taking advantage of renewable energy sources. In 2011, it became a subsidiary of a larger company called “Italian Maccaferri Industrial Group”. Exergy is now a very successful enterprise that employs people with strong cultural and professional background and operates from a number of different countries. But what’s it all about?

In 2005, the company realised that there was strong demand for a device that would make use of lower-temperature heat sources. It would need to be able to convert such sources into energy: that was the starting point for what would have begun during following years.

In 2009, Exergy managed to produce a turbine capable of converting lower-temperature heat sources into energy. They named it the Radial Outflow Turbine, and it made use of the so-called Organic Rankine Cycle, the thermodynamic principle which is at the base of turbine operation.

Once this project was completed, the company was ready to launch their product. That happened in 2009, and Exergy has been growing ever since. They’ve managed to enter the global marketplace and achieve cooperation with many countries in their mission to put their technology to good use. The applications of the Radial Outflow Turbine are today numerous, but the most important one involves reducing energy waste and optimising energy production processes in the field of industry.

Exergy is one of those companies that will exert a very positive influence on the way we generate energy and take care of our environment. According to Mr. Spadacini, one of the company’s goals is to keep delivering high-quality service, but also to develop the project even more, so that other companies and countries may see it for what it’s worth!

What is the difference between Leadtrekker and a customer relationship management (CRM) system?

What is a customer relationship management system?

Customer relationship management systems make use of software that compiles customer information into a coherent database. It is usually a collection of contact information such as names, phone numbers and email addresses. The information is easy to access when a CRM system is used as all the data is in one place. The CRM system is based on the customer lifecycle. The customer lifecycle is based on four main elements, namely:

  • Marketing
  • Sales
  • Orders
  • Support

The marketing department is in charge of generating leads and running campaigns so that the CRM receives data to work with. Sales refer to the conversion of leads (into sales)and these are quantifiable. Orders refers to invoices to deliver products. And finally, support entails the training on the use of the productand/or providing services to customers.

What is Leadtrekker?

Leadtreakker is a lead management system. Leadtrekker is not a CRM; it is not a database or collection of information. Leadtrekker is active lead management software. This software actively tracks leads and does much more.

Leadtrekker creates a client database and tracks the progress of generated leads. This includes assigning leads to the relevant parties with real-time SMS and email notifications. If the lead is not followed up on, someone with seniority will be notified that the person responsible for the lead is late. This way you can never lose a lead again. The lead will be nourished and nurtured from generation to sale – every time!

Not only can Leadtrekker compile client information for later retrieval, but it also tracks and stores leads. Tracking and storing leads enables you to measure the leads’ progress and identify where they originated from. This is valuable business information. Knowledge is power: Leadtrekker collects every bit of information so that you have all the power you need to generate and track leads so as to successfully execute sales.

You may think it would be difficult to integrate this into the complex and extensive systems you already have in place but luckily for you, Leadtrekker has thought of everything. It is compatible with most content management systems (CMSs) like Drupal and WordPress which makes the integration of Leadtreakker unbelievably simple.

You may also be wondering where the, Why choose Leadtrekker? section is. But in all honesty, the real question is, Why aren’t YOU using Leadtrekker? Scramble for the contact page now. Change the way you do business. Get Leadtrekker today!

Service Desk Solutions for Your Business

                 5 effective CRM-solutions for service automation

Exclusive client experience, formed on the basis of an ideal service, has become a key competitive advantage in the world ruled by consumers. Below you will find a selection of CRM solutions that will help automate customer service processes and bring them to perfection.

Strong and reliable companies are characterized by high business standards – defect-free production, high product quality and punctual deliveries. To offer the customer a product that meets his needs at a price that satisfies his expectations is not enough. The way to his heart lies through the ideal service. Convenient registration of an order, its prompt execution, fast delivery and high-quality customer support is what forces the customer to buy from you again and again.

According to statistics, 66% of customers refuse to use the company’s services because of poor-quality service. Faced with an incompetent service, only 37% of them are ready to give a second chance to the company. This forces the companies to look more closely into their business processes, automate them in order to improve service standards, and reduce costs. We compiled a list of 5 service desk solutions that will help you organize an effective service operation.

  1. Bpm’online

Bpm’online is a cloud-based product for managing client requests across all communication channels, offering The manufacturer offers different packages:  customer center for companies that want to automate work with client requests, and service enterprise to organize a single customer service center and internal units, taking into account ITIL recommendations. Key features of the service desk are:

  • Management of the client base: the system accumulates all information about customers in one place, automatically fills profiles, stores the service history, provides a wide range of tools for segmentation and analytics of the customer base;
  • Omnical communication: the integration with the mail services, telephony and the site, allows you to work with customer requests from different channels in a single window;
  • Full contact center: a single operator window allows the contact center employee to work with daily tasks, process call queues, make mass communications, etc;
  • History of appeals: the system automatically registers the appeals, fixes their history, systematizes and collects them in one section;
  • A systematic catalog of services and products.

  1. Jira Service Desk

JIRA Service Desk combines an intuitive user experience for your customers with powerful SLA support, customizable queues, automated request management, and real-time reporting. The Service Desk is easy to use, simple to setup, and has everything you need for IT support and customer service.


  1. Zoho Desk

This web-based customer service application helps your company build stronger relationships with customers. It’s customizable, convenient to use, and cost-effective.

Zoho Desk:

  • Gives your team the best tools to help customers while automating frequent tasks that otherwise take up more time;
  • Helps bring together employees from across departments, to give customers a truly unified customer service experience;
  • Creates availability over a variety of channels—email, phone, live chat, social media, etc.;
  • Allows you to customize extensively and integrate it with other apps.

  1. Freshdesk

Freshdesk is a cloud based solution that offers everything a business needs to deliver exceptional support. Freshdesk is affordable, and is free forever for the first three agents. Freshdesk offers all the tools companies need – robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more.

  1. Vision Helpdesk

This service desk is an all- in-one customer support help desk that allows you to manage various channels like E-mail, web-forms, Twitter, Facebook, Calls. Vision Helpdesk offers unique Customer Service Software Tools:

  • Help Desk Software (Multi Channel Help Desk)
  • Satellite Help Desk (Multi Brand Help Desk)
  • Service Desk (ITIL / ITSM Help Desk)

Don’t Hesitate to Invest in Quality Leaflets

Most business owners prefer not to go with traditional advertising tools especially since there are modern advertising tools like social media. Advertising online is usually free of charge. One post via Facebook could reach hundreds or thousands of people. This is why most business owners think that it is a practical choice.

Print media on the other hand are not free. You have to pay a certain amount of money in order to distribute the advertising to a large crowd. The amount depends on the quality of the paper used, number of copies, and the overall design.

It might be easy to just go for modern advertising techniques. After all, they are free. However, you need to understand that you should target different groups of people with each advertising tool. For instance, if you are advertising online, you are typically geared towards a younger audience and those who are tech-savvy.

On the other hand, if you are going for print media, you want to advertise to local audiences and an older demographic. In short, you are catering to a different group of people. This means that sacrificing any of these advertising tools might hurt your company in the long run.

Just pay for it

You might think that folded leaflet printing as an advertising tool is another expense. You might also think the same way about flyer printing, roller banners, display stands and pop up banners. However, since you get tons of benefits from advertising using print media, you won’t regret paying for these tools.

Besides, if you start reaping the benefits for your business, you will realise that you have made the right choice. You might miss out a certain group of people if you do not consider print media. You will also realise that the amount you will get in return is a lot higher than the amount you spent for leaflet printing. In short, it is a wise business strategy.

Publish only the best

Once you have finished designing the leaflets, the next thing to do is find the best printing companies to do the job. They will see to it that the leaflets you are putting out for people to read are worth reading. The paper quality must be good. You don’t want people to throw away those leaflets without even glancing at the content.

It is totally understandable if you decide to drop print media in exchange for online advertising due to the cost. However, you should also realise that there are benefits in using print media and you will miss a lot of these if you just go for online advertising. Start designing now and consult the other people in your business for their creative suggestions.