Our Services

Current services are in the following areas:

• Digital business audit
• Digital business strategy – end to end, and for specific business areas
• Set up and implement digital business systems – end to end, for specific business areas and including web communities, intranets and other social collaboration solutions
• Community management
• Social media marketing and monitoring
• Social data analysis
• Change management
• Training workshops in social business strategy, systems and practices

This is covered in more detail below.

Digital Business Audit

• Diagnosis of the use or potentia use of digital and social technologies across the enterprise
• Compare with other organisations usage
• Gap analysis of current capability and explores  opportunities
• Value analysis of where the opportunities are, identifying major and less critical areas
• Appropriate steps to catch up and surpass “Best Practice”

Strategy – End to End Business Systems

We look in detail at the end to end business information flow, from marketing messages through to the product development, sales and operations processes through to customer service and retention. We then map this to the business value creation and cost profile. We have developed a systemic, holistic approach that blends soft and hard areas of a business with detailed analysis of data and financial flows with system dynamic modelling of the business drivers. When modelled systemically, this allows companies to understand where the main areas of benefit are from implementing digital and social business techniques, and define their strategy.

Strategy – Specific Solutions

We have considerable experience in the following areas:

• Digital tools and digital business solutions
• Social media marketing and integration with other marketing approaches
• Social media monitoring and analysis
• Building and managing internal and external communities
• Lead generation and sales
• Operations and maintenance
• Logistics
• Customer service & satisfaction
• HR and recruiting
• Finance

Service Design, Setup and Implementation

We offer the following services:

Marketing

• Creation and implementation of social media marketing systems (see detailed approach below)
• Creation and implementation of social media campaigns which can be blended into the overall business marketing strategy
• Optimising the social element of the overall product/publicity offering, and blending into the overall business marketing effort
• Monitoring social media data for sentiment, and drive issue analysis and suggestions
• Real time advertising, changing messages depending on customer profile
• Competitor position analysis from social data

Sales

• Optimise social elements of the sales process as part of an overall sales process, integrate to back end sale order and CRM systems
• Deep data analysis of sales patterns
• Real time offerings, changing messages depending on customer profile

Operations

• Social data integrated into ERP and other business operations systems
• Using social media to monitor product and process flow issues, including on client-site operations eg install and service
• Creation of KPI dashboards

Distribution/Logistics

• Using social media to monitor product and process flow and alert issues
• Creation of KPI dashboards

Customer Service

• Customer service – reputation monitoring
• Interaction with customers over social media
• Data analysis to pick up main customer complaints, requirements and potential defections
• Design pf customer retention systems
• Creation of KPI dashboards

Product Development/R&D

• Monitoring social media to pick up customer attitudes to customer’s product for improvement
• Crowdsourcing product innovation and development information
• Competitor analysis

Procurement

• Co ordinate internal procurement needs across a business
• Monitor and measure despatch and delivery in extended  supply chains
• Quality management

Social Media Policy and Compliance

• Creation of social media policies

Human Resources

• Deep data analysis
• Integration of social tools and analysis of data which can help drive true employee engagement across departments and offices globally
• Training in Digital technologies and Social Business and how they can transform leadership, employee engagement and talent management

Finance

• Social data integrated into financial systems reporting ( useful for giving early alerts of emerging cost issues)
• Collaborative social systems for financial communities of interest (finance people and those they interact with in the enterprise)

Community Management

The success of many internal social tools relies on the building of engaging online communities. Working closely with community managers we ensure that:

• Community management processes are set up to develop a thriving community
• Key metrics are captured to maintain and manage the community

Social Media Marketing and Monitoring

• Setting up social media marketing systems
• Social media monitoring and data analysis
• Monitoring for reputation management
• Competitor analysis
• Monitoring the social media for sentiment, issues and suggestions
• Creation and implementation of social media marketing campaigns
• Optimising the social element of the overall product/publicity offering, and blending into the overall business marketing effort

Social Data Analysis

• Social (and other) media data capture and data analysis
• Design of analytical algorithms (for example to monitor sentiment and influence)

Change Management

• All the team have had extensive experience of managing change due to introducing new IT systems and working methods – both as implementers and as operating managers

A more detailed description of workshops and training is shown under Workshops, but in summary we offer training and workshops in the following areas:

Introductory Workshops

Below are examples of “standard” workshops we have run.  They tend to be c 3/4 of a day in length, we can flex content but do like to ensure a fairly comprehensive overview of any topic:

• The technologies, and how companies are using them
• Do your own diagnostic for digital transformation opportunity
• Basic tools media usage – practical
• Designing social business strategies – end to end or by specific business area
• Social media marketing, monitoring and analysis
• Re-designing business processes and system for social business – overview
• Managing Change for Digital and Social Business (see our detailed Workshops section for list of topics covered)

Client/Application Specific Workshops

These are usually bespoke to each client situation, but workshops tend to include some of the following areas:

• Detailed design of digital business strategies, specific to client needs
• Technologies and using them, specific to client needs
• Basic tools media usage – based on client tools
• Designing end to end marketing and sales systems
• Data monitoring and analysis
• Designing customer service and churn reduction systems when service drives future sales
• Re-designing business processes and system for Social Business – client specific

Change Management Workshops

We take Change Management very seriously, as all the strategy, new IT and high value data in the world is useless if the staff do not adapt to, and adopt the new systems. This is especially true with social technologies, where adoption is essential to derive the benefits. These workshops tend to be bespoke to the client and area/s being impacted, but do all tend to cover a series of core topics:

• Social technologies being used
• Requirements for new processes and procedures, and the shifts in internal power and influence this may cause
• Needs to redefine leadership for new systems
• Social technologies effect on current organisational structures?
• Culture –  where does it create barriers, and where is it a driver of change?
• Ensuring employee (and potentially customer) engagement
• Workspace design to enable new ways of working is crucial
• Social tools data usage.  It requires a fine balancing act of privacy vs productivity