Tag Archive for productivity

Empowering business users to have it their way (Part 3)

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.

william

Why you can do more for less using CorasWorks Work Management vs. your CRM system (Part 2)

I just posted an article that works through the numbers of comparing the productivity improvement using the CorasWorks Work Management system vs. a CRM system.  The impact is a 30x increase in productivity at the task level.  It adds up – big time.

You would think that you could achieve productivity improvements and better business results by leveraging a CRM system.  At a base level, like reporting productivity, perhaps.  But, in general, business users are challenged to get real work productivity improvement.  The reason is that there is a fundamental difference in design between a Work Management system like CorasWorks vs. a CRM system.  In this article, I’ll discuss the difference.

Most CRM systems are designed as a database system.  They are organized by content.  You have Accounts, Opportunities, Contacts, Products, etc.  Items are related in parent/child constructs.  If you read my article you see that with CorasWorks it is easy to automate work tasks.  Technically, you may be able to do this in a CRM but at a much higher cost.  But the killer difference, is that it just doesn’t work for users.  In reality your CRM is a system of record.  Fundamentally, the user experience of CRM systems is not designed to support a variety of business activities in different business contexts. Yet, this is really the work of business users.  They are always working in a context.  They really don’t wake up in the morning thinking about having to update a database, they think in terms of the work they need to get done.

The Difference of Business Context Design

Let’s take a Federal Government Contractor.  The work that is done consists of things like this:

  • IDIQ Program Management
  • Task Order Management
  • Gate Reviews
  • Capture and Proposal Management
  • Contract/Program Management
  • Contract Administration
  • Partner Surveys and Expressions of Interest
  • Partner Subcontract Statement of Work and Agreements

With CorasWorks, each of these are applications (or think of them as discreet processes or activities).  Each is self-contained, providing the user with an optimized user experience.  Each is configurable.  Each automates the work that the business users do in that particular context.  And, all of them are actually part of a single integrated work environment running within a SharePoint context.  Thus, while each has its own business context they are natively integrated.

Now, think CRM.  How would you overlay the work of these 8 very different activities on top of your CRM? What is the user interface that puts them in the right business context? How would a user use the system?  How would they know what to do?

In most cases the answer is something like – when you need to Log a Bid Decision go to this place, change these fields, update this, send these emails, etc.  It is a document requiring training.  it relies on the user to get it right or else bad things happen.

You could individually try and add bells and whistles to your CRM to automate some portion of the 200 or so user tasks across the 8 processes above.  But, where is the business context.  How do I, the business user, know what context I am in and have the information I need along with the work automation to get it done.

With the unique flexibility of CorasWorks it is easy to spin up applications that automate work for a specific purpose.  Thus, you end up with the ability to make the users very productive because they have all of the information and automation at their fingertips to get done what they need to get done.

The key difference is that CorasWorks allows you to automate the work in the business context.  It makes a big difference in the results that you achieve.

Overlaying Work Management on CRM

But you say… “my CRM is my system of record. I need it updated”.  That may be correct.  So, the optimal approach works like this.  You use CorasWorks to serve as the front-end to your CRM (or any other system like ERP or HR system).  CorasWorks has a framework that let’s us connect with just about any external system and do reading and writing on behalf of the user.  Thus, you organize the business user work by “application” in CorasWorks and automate it such that as they do the work the information is updated in your CRM or other system.

The result is that you get the work results you need via CorasWorks and maintain the data integrity you want from your CRM or other system.

william