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Getting Buy-In for DMS, Part 3: Improving Client Experience

assemblage-feature-1024x742.jpgWhen asking a business owner to write a check, they pay for solutions where you can show a dramatic impact on time or money.  Help them improve profitability or growth. Business owners also purchase services that impact client satisfaction.

I remember speaking with a business owner two years after his firm implemented document management.  Here’s what he had to share about the impact on clients:

It’s been a game changer.  Do you know what our clients tell me now?  ‘Whenever I call you with a question, you always know the answer.’  I couldn’t have asked for a better outcome.  Prior to this, we didn’t realize how much technology drives referrals.

There are three productivity killers that all firms have which impact client service.

  1. Slow Downs – this happens when you aren’t able to do a task as quickly as you think you should. Ex: Getting performance reports to clients takes longer than I think it should because…
  1. Work Stoppages – this happens when something prevents you from moving forward on a task. all together. You must stop working on the task until the block gets cleared. Ex: I am unable to finish preparing for client meetings when….
  1. Work Redos – this happens when you have to re-do a piece of work because what was done initially didn’t meet the need. Ex: I have to redo an account form when…

Your Task:

List the top 2 or 3 slow downs, work stoppages and work re-dos you see your firm struggle with; include frequency and duration. Then describe their impact on client servicing. This is a really important piece of the puzzle to getting the business owner to see the impact DMS could have.

→ Read Part 4: Using Before & After Use Cases

Review Part 2: Aligning Priorities ←


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Jo Day

Jo Day

Jo loves learning about interesting problems and how people are solving them. Jo is well known for connecting people and ideas and is a great catalyst (moo!) to change. Where some people see the world through rose colored glasses, Jo sees the world through processes. When Jo isn't hanging out with her family, Jo's favorite hobbies are being anywhere outdoors and coming up with new business ideas – just for fun!