The easiest way to identify your company’s situation is to answer a few questions to help determine yours: where am I, what I have, and where I am going? I will focus on internal company processes and those that constitute or lead to points of contact with your clients. The answers you get in this way will probably help you either make a correction in your actions or slightly polish what works great. Your role at a later stage will be to periodically re-evaluate the competitive environment and analyze the strengths, weaknesses, opportunities, and threats.
Most of the internal processes and their effectiveness often depend on the quality of information. Try to face the following questions by answering them as quickly as possible - intuitively. The questions are not arranged in any particular order. This one will result from how you imagine it as optimal for your business
To the point:
Well. We've got it behind us, so it's time to conclude. I am aware that it is not always easy to admit if everything is as it should be. Probably because we do not have time to cover more areas anyway - after all, a day has only 24 hours. And secondly: How is it? Do I have to admit that something is not working as it should? Nevertheless, an attempt to undertake such verification is certainly (I do not know if the first but) good step towards further business development.
Would you prefer to buy a house from a catalog or would you prefer to design it for your own needs with help of an interior designer? So why should you base the operation of your businesses on the "of the box" system that meets a small part of your business needs or the needs of your clients? There is certainly no room for things to be left out of control.
This system must meet the needs of your business and solve related problems. There is nothing to mention the reliability and speed of operation because these features, as is known nowadays, are necessary for that the "customer experience" was at least on a decent level.
The same is true when it comes to business development. The system must be scalable and ready for further development at any time. A moment which may be caused by i.e.:
This may be of particular importance when you try to conquer not only your local market but also foreign markets that are characterized by their specificity in terms of customer service, legal regulations, etc. Will the software not tailored to your needs provide you with such comfort?
Another feature mentioned in the questionnaire above relates directly to the way the system was designed. The software you and your colleagues work with. The software that your client deals with through your website or (if there is) through a mobile application - in short, the user interface (GUI - graphical user interface) is responsible for how your client or your employee, or you as an internal client communicates with your business.
The above directly translates into the experiences you have with your clients through such communication. It is briefly speaking about UX, - User Experience. In the late 1990s, the definition was described by Don Norman, who wrote that "user experience covers all aspects of end-user interactions with a company, its services, and products." It shows, therefore, how important is the part of your business that is responsible for direct contact with your customers.
Again, you should ask yourself the question of whether ready-to-use solutions, software from the box, or website templates have a chance to maximize the good experience of your customers…
Importance of users needs.
Another area to consider is work processes and the knowledge of what we do and with whom. Each business has its specificity. You and your colleagues know how to best carry out tasks so that they run efficiently and effectively. Effectively enough to satisfy both your customers and you. Only then there is a chance for further development.
Any "bottlenecks", including inefficient or ineffective IT systems forcing manual work (orders, reports, financial analyzes, emailing systems, etc.) are unacceptable if you consider your organization as a market leader, trendsetter. There is no room for compromise here.
Can compromises be, in fact, your business or not? Think out of the "software from the" box one would like to say.
One of the last aspects to consider is the continuity of the technical support offered. It is enough to compare this feature for both boxed and custom software to come to the conclusion that …
Unfortunately for you and each of us, there is a risk that even the best-boxed offer at a given moment may turn out to be a product without support in some time. It will not have it because, for example:
The fear of this type of situation can be strengthened when there are, for example, changes in legal regulations (i.e. GDPR) that will not be implemented by anyone.
This gate will never close and seems much cheaper than the possible need to change the whole IT system.
So whether I like it or not, I brought you to the financial issue. I think that after reading the above, it will be much easier for you to answer the question if and what you can do when it comes to tools. A good software system combined with human capital is the backbone of your activities.
Both in terms of direct expenses in this area, as well as indirect, which are forced by external changes (mentioned before changes in legal regulations, service support, or security), a tailor-made solution seems to have incomparably more advantages than disadvantages.
It takes time to build from scratch, or it's even an ongoing process, but if it is going to bring so many benefits by generating more revenue, strengthening your brand reputation, is there anything to think about?