Systems

Gone are the days of the installing software, and maintaining versions. With the internet we now have all our business operation tools available to us on our phones, tablets, laptops and desktop computers.

Software developers are quickly adopting cloud computing and browser or app based operations. It seems there’s something new every single day. It can be overwhelming just to know where to start, let alone find only a few programs that do everything you need.

 

Golly! Where do I start then?

First up, we need to establish if you’re a new business that’s commencing (and, {bless!} wanting to get your systems in order from the beginning!) or an established business with primarily offline/network managed systems, or a mix of online & offline processing.

To achieve this we conduct a foundation review of your business. Working with the business owners, we dig deep into how you manage and operate your business and what tools you use. Once we’ve established who’s who and what’s what in the zoo, we then imagine your ideal world – what does the puzzle look like when everything is complete?

 

What kind of systems are there?

This really depends on your industry, but there are some fundamental tools that apply across all of them. There are three primary tools that Your Third Hand Services specialises in. We also assist to research relationships between other industry specific tools you use.

Client Relationship Management (CRM)

A CRM is a database of all your leads and current customers. An intelligent CRM will incorporate your sales process, your communications (like email), it will track your projects, your accounts and the history of the client relationship.

Accounting

Most folk know about MYOB, Quickbooks (or the Aussie equivalent Reckon One) and now the new beast on the market, Xero. There are others, like Saasu, that float around behind these market leaders as well. Which one you choose to use will impact your accountant, your finance department but also, it will impact the CRM you choose to use.

The ideal accounting software synchronises to your CRM to ensure your management & team know what the balance of your customers account is. This aligns to your sales pipeline and debtor reconciliation processes.

Email & Communication Management

Like Accounting, your emails need to be tracked in your CRM to ensure any member of your team is aware of what information has been sent to your customer. This includes any marketing communications (like newsletters).

The most common tools are either Google Apps for Business or Microsoft 365. We specialise in Google Apps because we’ve learned that 365 is the bully in the playground that doesn’t like to play with other kids. Google Apps on the other hand is everyone’s best friend.

 

How do you pull it all together?

After the foundation review and analysis of the tools you presently use, we don our research goggles and get to work designing the most time & cost efficient system that ticks all the boxes you need to get your work done. We continually liaise with you, your team and your business stakeholders, like your accountant and a few of your key customers (who you may want to provide log in accessibility functions to). It’s important to know from the beginning what your customer actually needs versus what you think they want.

The outcome is usually dependent on whether or not all the systems you use have an online equivalent. If they don’t there are some tools that provide the link between both but the nature of some industries mean that not every single tool has been developed to cloud computing requirements.

We collate our findings in to a matrix according to your specifications and from there, we contact the individual companies to fill in any blanks their websites didn’t answer. Once we have a list, we run it by you. You’ll know quickly enough which ones you like or don’t. This research has several iterations before a final decision is made. Often the first time you review a list you realise you have more specifications to add to the wishlist.

 

Do you do the implementation as well?

Sometimes yes, others times we do not have the specific industry skills to do so. We’re always up front about our limitations. For example, we’re not accountants so we’re not the best people to support a Xero implementation. We do have a shortlist of partners to support us, but we’re also adept to work with your team or stakeholders.

In fact, it’s your team that is best positioned to champion any new system implementation – particularly if it’s a large scale one like a new CRM. Change management starts by getting your administration team involved with the decisions. We also want to ensure you have an in-house expert to support the project and training required.

When we engage the services of a partner, we fulfill project management role between them and your in-house champion/s. We always find a partner that suits your business and your budget.

 

I’d like to chat more about this.

Great! Contact Caz.