This is a third is a series of articles posted today that all relate to how the CorasWorks Work Management system compares to CRM systems. The first talked about our work automation and how it increases business user task productivity 30x. The second addresses the difference in design between work management systems and CRM systems and why this enables your business users to be optimally productive. This article will talk about how CorasWorks empowers business users to have it their way. It ties into the previous two articles.
If you read my first article, I related a story about a demo I had today. A business user (in Business Development of a Federal Government Contractor) was showing their application to IT and explaining how it helps them manage their work to win business.
Here is the back story…
I arrived early for the demo and was sitting with the business user. They wanted to set up the demo for IT. They were showing their production system so they didn’t want emails firing off to real workers. They spun up our Action Wizard and modified the email notification to instead ping people from IT. Then, they went into our Display Wizard and changed the display to use the new action. Then, they decided to change the time when a site was auto-provisioned, so they changed a field in an action.
Now, remember this is a business user who was preparing their demo for IT. And, it was a BD Manager (think Sales Manager). Even that is a bit of a change up – right?
So, we did the demo and had a discussion. During the meeting, the business user showed IT how easy it was to change things using the CorasWorks Wizards. At the end of the meeting the business user was going to have a meeting with IT to talk to them about changes they wanted in their CRM system.
They were going to have the normal business user-to-IT type of meeting. They were going to meet with IT and a CRM developer and detail their requirements. The upshot would be that IT would put the changes into their project queue which would then go into their project schedule, assuming they had the budget and time. Then, at some point in the future the business user may have their changes. Then, most probably they’d have to go back through the process to make changes to the changes to get what they really wanted.
Two Points, One Observation, One Question
First, is that with CorasWorks the business user is empowered. Note that they were using our Wizards to modify their business process and educating IT about the tool, the ease of configuration, and, the business value. It seemed so natural, yet, in reality it was a startling role reversal. In addition, IT was fine with it.
Second, IT is guarded about their CRM – for good reason. The CRM is a single system. IT wouldn’t allow a business user to make changes directly. They could mess it up for everyone else. The skill level required is too great. It needs to be controlled. It is a costly, time consuming process.
What I find interesting is that the application of our business user is a business critical application that is used to drive revenue. It is their IDIQ Task Order Management system. It is the way they actually do their work to drive business. The CRM system is a database that our Business Development person “has to update”. It seemed to be natural that the business person would be empowered to control what they deem to be business critical yet IT would control the corporate system that needs to be updated.
So, in this scenario things are as they should be. But, I wonder if organizations go far enough to empower business users with the tools they need and want to produce better outcomes vs. corporate systems that support management.