approach for evaluating and succeeding with...
TRANSCRIPT
Approach for Evaluating and Succeeding with EIPP/EBPP Initiatives
Agenda
Session Objectives:
Learn how to structure an EIPP/EBPP initiative
Determine the right technology partners
Control the approach for solution provider review and selection
Ensure customer adoption once the technology is deployed
2
Building a Project Structure
Project Initiation to ROI Development:
Form a Steering Committee & secure stakeholders participation
Communicate the Change Management plan and each
stakeholder’s role in carrying out the plan
Conduct a requirements definition session to gain input from
each group into a detailed requirements document
Translate the requirements document into a matrix format for
ultimate distribution to potential solutions providers
Define the areas for which cost savings and ROI are anticipated
3
Building a Project Structure
Conduct a requirements definition session:
Gather information from each stakeholder on current
processes and anticipated changes required
Develop a high level business requirements document
Define weighting criteria for each requirement denoting
importance
Distribute the detailed requirements document to each
stakeholder organization for review
Present requirements to Steering Committee for approval
4
Building a Project Structure
Translate the detailed requirements document into a Solution Provider
Evaluation matrix and define key due diligence questions
Develop general due diligence questions around other areas not
specifically outlined within the Solution Provider Evaluation Matrix
Define the anticipated areas for cost savings and ROI achievement
5
Qualifying Solution Providers
Documents established as a part of building the project structure are key
instruments for pre-qualifying the solutions providers
There are eight common categories for consideration in supplier selection.
Examples of the broad categories include in no specific order:
Cost
Functionality/Quality
Delivery & Service Levels
Existing Business Relationship
Ease of Use
Risk
Agility & Market Leadership
Financial Stability
6
Qualifying Solution Providers
Areas not typically addressed by solution providers:
Level of internal effort required & implementation timeframes for others
System Availability, System Response Time and other performance metrics
Which functionality is deployed and working within a client environment vs.
in beta or on the product roadmap
What is included in the next release and new features on product roadmap
Client’s opportunity is to provide input into the product roadmap
7
Controlling the Review Process
Develop a meeting agenda and demo script:
Only the top two to three solutions providers should be called in for demos
Define the meeting agenda rather than allowing Solution Provider to dictate
A demo script should be developed & distributed in advance of the meeting
Take control of the session, ask the providers professionally to dispense with
the “fluff” and just address the items outlined within the script.
The demo should allow the group as they “see” what business challenges
the technology could
Score the solution provider’s execution on a scale of 0 to 100 with 0 equal to
Not Presented and 100 being Excellent
8
Contracting
Recommend starting the contracting process with your top solution
provider selection and your secondary selection.
Suggest leveraging the solution providers’ boilerplates as a starting point
Establish a specific Service Level Agreement as a part of the contract that
clearly outlines expected levels of service around system availability,
response time, training requirements, and other support services
9
Ensuring Success
Begin Implementation
Expand the internal change management efforts to
include specifics around changes in processes,
changes in job responsibilities, etc.
Develop and roll-out a robust Customer Adoption
Marketing and Communication plan in conjunction with
implementation
Define measurements and measurement
tools/processes that will support Value Assessment of
the initiative
10
Ensuring Success
Electronic adoption is driven by two forces within large organizations – promoted adoption and viral adoption
Promoted adoption is driven by a robust marketing and communication plan targeted at promoting the availability of the electronic offerings to the customer
Viral adoption is driven by a customer having a positive electronic experience and then sharing with others the positive benefits of those interactions
Both require a plan relative to strategy and approach for controlling the outcomes
Absent an effective strategy, viral adoption is left uncontrolled and can have an adverse impact
Likewise, without a robust marketing and communication plan customers remain unaware or ill-informed of electronic interface opportunities
11
Ensuring Success
Develop a customer on-boarding marketing and communication plan
Stratify your customer base as to who you want to target first :
Who has been asking for it
Who drives the highest volume of payments, invoices, credit applications, exceptions, etc.
Who drives the highest volume of spend
Where geographically are the customers based
12
Ensuring Success
Actively promote the electronic option to your customers emphasizing the benefits to them
Utilize a variety of media and messaging approaches
An outbound call campaign or webinars may be necessary for larger customers, associations, etc.
Define specific measurements to gauge success
Gauge and review adoption levels each month
13
Ensuring Success
Outline overarching messaging and venues to announce:
new electronic services available
reasons these avenues have been introduced
benefits to the customer and the environment
rewards for leveraging the services (as applicable)
Define specific messaging, scripts and drafts of other materials to be utilized for each of the communication methods outlined as a part of strategy development
Train employees and call center personnel on new procedures for announcing/promoting the electronic service
Coordinate the electronic offering through all media (print, internal web sites, on-hold messaging, etc.)
14
Ensuring Success
Quick Hit Ideas:
Any communications will include a date by which to respond/sign-up
Scripting should be written for utilization by the call center in answering the phone to communicate the electronic service offering availability
“On-hold messaging” should be modified to communicate the availability as well
New customers should be asked to consent to electronic communication/ interface from day one as a part of the customer approval process
15
Constellation’s Success
16
Tammie M. Calys
Transformation Management Consulting - President
Office: 703-779-8225
Cell: 703-906-1973
Susan Tracy
Exelon Corporation – Manager, Cash Management
Office: 312-394-3012