A High Return on Investment
The way to quantify the benefit of any new solution
is to look at the costs involved and to calculate the return on investment
(ROI).
The costs of
implementation are made up of three items. These are software and
maintenance, training and assistance during set up, and the opportunity cost
of employees' salaries during ramp up. These can be quantified and the
customer has a base for ROI calculations.
There are two
obvious financial benefits. Firstly, there is the saving in employees' time,
such as the one to two hours a day previously spent reconciling the bank and
updating the cashflow forecast manually. It is likely that just from
scenarios such as this the solution can be positioned as a good investment
with a short payback period.
Secondly there
are the improved business decisions that can be made that affect both
liquidity and profitability, such as the ability to look at a profitable deal
from the cashflow as well as the profitability perspective.
Any number of
examples may be worked out according to individual customer circumstances.
A quality solution will offer information
that allows decisions to be made based on the time value, as well the amount
of money. These decisions can be quantified and provide the user with a ROI calculation
that shows a quick payback period for the original investment.
A 'Whole Product' Customer Focus
In SME's time and
resources are far more constrained than in larger organisations. It is
therefore essential that products minimise installation and set up time, are
easy-to-use, and maximise the value that the customer receives.
Just as important
as the product are the ancillary services that ensure attention to detail
when buying and setting up the product, and when requiring subsequent support
services. Each of the following
features and services is important
- A technical environment that users are familiar working in,
including Microsoft Windows and Internet Explorer
-
An installation routine that allows the user to simply put the CD in the
machine and follow the simple instructions on the screen, including a set up
wizard that guides the users to the position where they can start using the
product straight away
- An automatic out-of-the-box link to both the existing
accounting system and the company's bank that removes the need to re-key any
data
- Full on-line help that allows the user to receive instructions
for the specific process that they are actually using at the time
- A support program that includes free upgrades to the software,
and telephone, fax, e-mail and web-based support
- Regularly scheduled training courses that are held close to
the customer's location
- A thorough and well run channel program that ensures that
local resellers are fully versed with all information required to provide
first class assistance to customers
- Frequently asked questions system available on the website
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