All posts by: stablelogic

in Cost Saving, Digital Transformation, StableLogic

How to Implement a New Strategy for Savings

Most businesses would agree that reducing costs and identifying routes for savings is a vital yet difficult challenge. However, after locating areas where spend can be reduced, another serious problem can arise. How do you execute the necessary changes to achieve it?

At StableLogic, we realise that identifying savings is only part of the challenge, implementing those savings can be much harder. Common problems can arise including a lack of internal time and resources, a lack of internal commitment, and an overall reluctance for change within the organisation.

Our cost implementation services include:
• Delivery project management
• Performance based payment
• Supplier negotiations
• Process advice and transformation

The delivery of savings needs careful and sensitive management along with a total determination to deliver the required outcomes. Our saving delivery managers utilise a set of software tools to ensure the analysed savings are fully implemented.

Do you want to discuss any of the services offered in this piece?
If you want to speak directly to one of our consultants, you can email info@stablelogic.com or call +44 (0) 20 3861 6444.

in Cost Saving, StableLogic, Telecom Cost Saving

How to Reduce Business Costs With A Telecom Audit

Getting an understanding of your overall telecom inventory and spend can be a daunting task. However, the potential from doing so can be immense. Telecommunications costs can represent a significant part of a company’s budget. Thus, a telecom audit that provides a clear understanding of your spend and identifies avenues for improvement can be a useful method to cut costs and improve your overall services.

StableLogic have a proven methodology that can quickly and effectively reduce your telecommunications expenses. Our telecommunications audits, review all aspects of an organisations telecom costs and deliver practical savings without any impact to services. A detailed audit can compare costs against similar organisations, in order to highlight inefficiencies and provide options to reduce cost.

We consider every single cost item, identify their use, analyse their cost and consider if there is a lower cost alternative. Thus, ensuring that all costs are analysed and savings accurately identified.

StableLogic’s approach to telecom audits delivers fast and low risk cost savings. Our audits identify ways to:
• Cancel redundant services.
• Consolidate suppliers and services.
• Identify the right size services.
• Select the best tariffs – at the best market rates.

Do you want to discuss undertaking a telecom audit?
If you have any questions about this piece or any of our services, then please do not hesitate to contact us by emailing info@stablelogic.com or calling +44 (0) 20 3861 6444.

in Contact Centre, Digital Transformation, StableLogic

How to Avoid Cloud Migration Pitfalls

For most businesses, moving services to the cloud has an undeniably strong business case. Companies now want to leverage the lower cost, scalability, and low maintenance of cloud and SaaS services.

So clearly this sounds like a no-brainer from a strategic sense. However, when it comes to moving a whole business away from old on-premise systems and onto the cloud, how easy is it?

Well the answer is, unfortunately, not very. Firstly, there are the many considerations that need to be made, such as what is the state of the network? Can cloud services be supported in your specific geography? Will new hardware be required? What is the new DR plan? How will cloud services interact with systems that have to remain on-premise? How will the change be communicated? What training is required? How will contracts be managed for old systems? And the list goes on. Clearly, big technical changes are not always easy to achieve.

Realistically, a program set out to deliver a cloud transformation can fail anywhere, common examples are:

o Poorly defined project dependencies
o Insufficient backing of budget
o Lack of change management
o Uncontrolled project changes
o Ineffective stakeholder engagement
o Inadequate skill set of project team

…again, the list goes on. In summary, without the right level of project management and project governance embedded into a project, such as a cloud transformation, the list of potential factors leading to the project’s demise can be countless.

From experience, we would go as far to say that unless you have sufficient project governance laid out from the very beginning of a project, then the project is due to fail at some point during its lifetime – realistically very quickly!

So sadly, while the original cloud strategy may seem like a no brainer, implementing the strategy can prove much more difficult.

To ensure success, moving to the cloud requires a high level of planning, often across multiple projects, underpinned by watertight change management, careful monitoring of budget and a constant review of interproject dependencies.

The objectives of the project should be continuously used to benchmark the project. In addition, the level of communication between the project members, exec board and the project stakeholders needs to be exceptionally well structured.

At StableLogic, we have carried out countless cloud deployments successfully and have overseen numerous high-profile cloud transformations. Our successes come through our 25 years’ experience of running IT deployments, through which we have developed a proven methodology fortified by a deep technical understanding. Our focus is on delivery, ensuring projects are completed on time, to budget and with the correct scope.

Do you need help with any of the issues discussed in this piece?
StableLogic is an independent consultancy business – we don’t sell anything. Our consultants offer independent advice to develop the most effective agile working strategy that meets your company’s business objectives.

For a free initial consultation with one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Cost Saving, Customer Experience, Digital Transformation, Unified Communications

5 Tips for Evaluating a Remote Working Solution

Currently, most companies are rapidly expanding their use of remote working or making a dramatic entrance into that form of operating. In an environment defined by a mobile workforce, an effective unified communications solution is a necessity. However, choosing the most effective solution for your company can be a difficult and confusing task.

Below, we examine five tips to consider when evaluating which remote working solution is right for your business:

  1. Provider Stability

When selecting a remote working solution, you should consider how a vendor can support your business in the long-term. You should consider whether the provider is established enough to offer you services that you may require, such as 24/7 phone support, to web support for enterprises that need it. You may even find vendors that can come and train you in using the latest equipment that you want to enable for your team.

  1. Contact Centre Solution

Many businesses are beginning to enter an era where they want their internal and external communications to be more closely linked. Many providers can also offer CCaaS functionality that can provide your business with the tools it needs to deliver more contextual and advanced conversations. If you want an all-in-one communication environment, then it may be time to look for a vendor that specializes in both UCaaS and CCaaS.

  1. Phased Migration

Whilst, many providers will offer a major roll-out of your required solution, it may be more necessary for your business to implement an incremental migration. Choosing a solution that provides a phased migration by location and functionality may be a good option for testing new solutions and training offerings, particularly for a large global enterprise. A phased migration can also be a good option when testing new tools to ensure success.

  1. Third Party Integration

When selecting a UCaaS solution it’s important to check whether they can combine services that your organisation is already using into their functionality, as not all companies do so. A unified communications solution should have collaboration in mind, a successful solution will allow your company to integrate existing third-party apps into your workflows. Most providers are offering integrations today with leading management and communication tools. However, some are offering more limited options and it’s important to check whether their solution can integrate effectively within your organisation.

  1. Security

One important aspect to consider when evaluating a remote working solution is what level of security it offers. Your business must do everything it can to keep communications secure and in the right hands. Some providers may not have the proper security and encryption systems in place, which may compromise your data, and lead to fines and security violations.

Do you need help developing and implementing a remote working strategy for your business?
StableLogic is an independent consultancy business – we don’t sell anything. Our consultants offer independent advice to develop the most effective agile working strategy that meets your company’s business objectives.

For a free initial consultation with one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Cost Saving, Customer Experience, Digital Transformation, Unified Communications

Coronavirus: Developing a Remote Working Strategy

As the spread of coronavirus forces many countries to restrict the movement of its citizens, it is becoming more critical that organisations consider a remote working strategy. Many are implementing tactical remote working solutions in order to provide IT services to quarantined and isolated employees.

While tactical solutions will work in the short term to deal with the current outbreak, further efficiencies can be made. These efforts could help an organisation to cut costs, improve employee satisfaction and create a more agile business environment.
Consequently, organisations should re-imagine their future methods of operating and develop a new long-term strategy for agile working.

This can create many benefits including:

• Cost Saving – Enabling more employees to work from home provides savings on office space and travel costs.
• Improved Productivity – Many studies have shown that open office environments do not provide the optimal environment for focussing on a task. Remote workers can better control their environment and interactions to focus better.
• Disaster Recovery – Having an effective remote working strategy in place, will prevent organisations from having to rush to implement tactical solutions when dealing with any form of disaster, whether its an office that is not accessible or a global pandemic.
• Improved Employee Satisfaction – Many people are more comfortable working in their private space and also reduce time spent travelling to and from the office.
• Workforce Accessibility – A remote working strategy will also create opportunities to hire staff in locations outside of the office radius, allowing organisations to hire in less competitive locations.

The outbreak of COVID-19 has spurred organisations to reconsider its policies and technologies for agile working in a reactionary way. Organisations should now consider how to be prepared in the future.

Do you need help developing a remote working strategy for your business?
StableLogic is an independent consultancy business – we don’t sell anything. Our consultants offer independent advice to develop the most effective agile working strategy that meets your company’s business objectives.

For a free initial consultation with one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Unified Communications

Coronavirus: How UC Vendors Are Responding

With coronavirus continuing to spread worldwide, many companies and businesses around the world are eliminating business travel and requiring employees to work from home. The concerns over coronavirus have led to an increase in remote work in recent weeks, with analysts expecting demand for online collaboration tools to increase.

To support the growth in remote working and to help organizations reduce the impact of coronavirus by avoiding physical meetings, several unified communications (UC) vendors are offering special deals and free access, including the following:

Microsoft Teams: Microsoft is offering a free six-month trial globally for a premium tier of Microsoft Teams. The tier was originally designed to enable hospitals, schools, and businesses in China to get up and running quickly on Microsoft Teams, and that tier is now available globally. In addition, Microsoft will also update the free version of Teams to lift restrictions on how many users can be part of a team and allow users to schedule video calls and conferences.

WebEx: Cisco has expanded the capabilities of its free WebEx offering in all countries where it is available to allow users to host meetings with up to 100 participants for an unlimited amount of time. Additionally, Cisco has also decided to provide free 90-day WebEx licenses to businesses through its partners and sales team.

Google: Google has announced that they will be rolling out free access to “advanced” features for Hangouts Meet to all G Suite and G Suite for Education customers globally until July 1st. These features mean individuals can now participate in virtual meetings with up to 250 people and live streams with up to 100,000 viewers. Additionally, they can save recordings of their meetings to Google Drive for free.

Do you need help identifying the most effective UC tool for your business?
StableLogic is an independent consultancy business – we don’t sell anything. Our consultants offer independent advice to identify the most effective unified communications solution that meets your company’s business requirements and strategic direction.

For more information on StableLogic’s unified communications services, please click here. If you want to speak directly to one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Contact Centre, Cost Saving, Customer Experience

How to Modernize Your Contact Centre

Across all industries, the customer experience is undergoing a rapid transformation. Only a little over a decade ago, there were no smartphones, social media channels, or mobile apps to be considered throughout the customer journey. Today, that journey can take place across multiple channels, and digital interactions are starting to exceed those taking place on voice channels. Thus, the era of the single channel call centre is coming to a close.

Ensuring that your contact centre is prepared for the future of communication is essential to remaining successful. Consumers expect their problems to be dealt with promptly and efficiently during the first contact. Whilst the idea of upgrading or changing your contact centre can seem intimidating for most businesses, the following are a few simple tips to consider when deciding how to modernize your contact centre solution.

1. Evaluate Your Current Solution
Assess the current technology in use, while also examining the availability of technologies on the market and future trends. After careful consideration, the appropriate strategy should then be put in place, complete with strategic roadmaps for achievement and timelines.

2. Consider a Cloud Based Solution
Cloud based contact centres are hosted in the cloud by a service provider, eliminating the need for the contact centre organization to deploy or maintain any hardware systems other than the computers and phones that agents and supervisors need to access the system. This model can dramatically reduce costs and increase revenues as expensive investments in hardware are no longer required. Migration to the cloud also facilitates remote working, and data can be stored at a lower cost without the need for physical servers.

3. Real-Time Call Monitoring
To ensure an effective customer experience, contact centre supervisors should be actively monitoring the work of their agents. New technologies are constantly evolving which enable supervisors to monitor such interactions much more easily. For example, there are many cloud based solutions which are able to monitor consumer sentiment and escalate to more experienced agents, if appropriate.

4. Rethink the Customer Experience
In order to deliver a top-class customer experience, it is essential to have an intimate understanding of what the customer expects from you. The context of each interaction should be understood so that optimized routing can take place. A more personalized experience has also been proven to increase customer satisfaction levels. Customers today expect the agent who answers the phone to have knowledge of any previous contacts. Analytics and AI should be optimized to better understand consumer behaviours.

Do you want to discuss your contact centre options?
If you have any questions about this piece or any of our services, then please do not hesitate to contact us by emailing info@stablelogic.com or calling +44 (0) 20 3861 6444.

in Customer Experience, Digital Transformation, StableLogic

Using Customer Journey Mapping to Improve CX

The customer experience plays an essential role in a company’s success. Mapping the journey of your customers during their interactions with your business is critical to better improving your overall customer service. Understanding the viewpoint of those who purchase your goods and services will also help to improve your marketing and sales processes. Thus, strengthening your relationship with both existing and potential customers. Additionally, it allows your business to differentiate itself – to turn your customer experience into a competitive advantage.

The customer journey map is the beginning to end process of a customer interacting with your business. This involves their entire journey i.e. their movement from new customer (acquisition) to satisfied customer, and hopefully to loyal customer and advocate. It is an essential element in identifying the most effect ways to reach your customers.

Your business must try to support the customer when they want and using the medium they wish whilst offering a personalised experience. By providing multiple communication channels, pre-empting your customers’ needs and being creative, you can transform the success of your business.

However, trying to effectively manage this entire process and delivering for customers can be quite the organizational headache. At StableLogic, our customer experience consultants can easily take on this challenge for your business. We apply experience-driven transformation to help clients reimagine, design, and engineer world-class experiences for customers throughout all stages of their customer journey.

Do you need help with any of the items talked about in this piece?

If you would like a free consultation with one of our customer service consultants, or if you would like to discuss our other services, please call tel: +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Cost Saving, Customer Experience, Digital Transformation, StableLogic

Top 5 Trends in Digital Transformation for 2020

As the new year approaches, there’s a lot of emerging trends that will impact how businesses undertake a digital transformation in 2020. Below are five of our key trends that will impact the digital transformation space in 2020.

1. 5G
After a long wait, 5G is likely to be the biggest trend in digital transformation for 2020. It is expected to hit the ground running in 2020 with many mobile providers and carriers like AT&T, Verizon, Nokia, Ericsson and Huawei already selling services ready for the changeover. In addition to bringing us all faster broadband speeds and more reliable mobile networks, the adoption of 5G will also accelerate growth in smart manufacturing and many other areas of everyday business. Basically, the true value of 5G simply won’t be limited to phones. 5G is expected to impact nearly every industry that touches our daily lives. There is no doubt that 5G will be the big gamechanger for 2020 in the digital transformation space.

2. WiFi 6
While not as big of a gamechanger as 5G, WiFi 6 offers significant potential for businesses. The real value of WiFi 6 will be its ability to extend faster data speeds to far more devices than WiFi 5 was able to manage. It’s expected to make bandwidth issues a thing of the past, letting more bandwidth-intensive devices to run through one router without impacting speeds. As the quality and volume of data consumed through WiFi networks are both readily increasing, WiFi 6 will eliminate these pain points beginning in 2020.

3. Privacy
The successful adoption of GDPR plus the impact of social media and the use of consumer data in political elections has made privacy a key trend for 2020. While privacy has always been important, it’s become a much more prominent issue for consumers in recent times. Consequently, it is expected that businesses will take actual efforts and make changes to address this issue. This is not only essential for easing customers privacy concerns but can also create a competitive advantage. Customers want to purchase goods and services from businesses that they can trust to respect their privacy. It’s expected that the security market will also heavily invest in developing new technologies including those for facial recognition and in other areas of biometrics to help verify the identity of individuals but also keep them secure and safe.

4. Analytics
Investment in data analytics should have always been a necessity for a business. You can’t make the right move without the proper data to back up your strategy. In 2020, it’s expected that lower cost analytics solutions emerging within the marketplace will make it much more affordable for businesses to track customer sentiment and collect vital data. Thus, with so much data now readily available for companies to process, it’s hard to imagine a business that ignores analytics lasting until 2021.

5. Chatbots 2.0
Chatbots are expected to advance in 2020 to be more conversational. It’s likely that 2020 will see chatbots provide a more personal experience as their algorithms process more data and AI technology becomes stronger. Today’s level of natural language processing is good but not great, and in 2020, it’s expected that bots will act more like humans in how they converse and pick up on topics. Thus, providing a more realistic consumer experience.

Is your business considering undertaking a digital transformation in 2020?
Deliver value on time, reduce project risks, and improve communications processes with digital transformation consultants who don’t take months to hire. Fortune 500 companies trust StableLogic for expertly matched consultants, exactly when they need them.

If you would like to speak directly to one of our consultants, please call tel: +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Contact Centre, Cost Saving, StableLogic

How to Select A Contact Centre Solution

The process of selecting a new contact centre solution is a major decision for any business. A contact centre is at the forefront of your business’s relationship with your customers so selecting the right solution is imperative. Issues like poor call quality, long wait times, and even longer problem resolution times will lead to upset and angry customers.

This in turn will impact your overall reputation and consequently, sales. As a recent report by PWC states: “59% [of customers] will walk away after several bad experiences, 17% after just one bad experience.” Thus, it’s important to get it right.

That’s where we come in. The objective of our contact centre consultants is not only to advise on a highly functional technology solution but also one that is reliable, cost effective and from a low risk supplier.

As contact centre procurement consultants, StableLogic can support clients with requirements gathering, production of a specification and the full selection process.

Our team develop specifications and manage contact centre procurements on behalf of clients on a continuous basis. We understand the different products, suppliers and configuration options and can advise clients on how these work in practice.

We specialise in the procurement of both contact centre technologies and services, including fully outsourced contact centres.

Do you want to discuss any of the services offered in this piece?
For more information on StableLogic’s contact centre services, please click here. If you want to speak directly to one of our consultants, you can email info@stablelogic.com or call +44 (0) 20 3861 6444.

    StableLogic are an independent technology consultancy with offices in London, Sydney and Boston.

    LONDON

    The Minster Building, Great Tower Street, London, EC3R 7AG, UK
    +44 20 3861 6444

    SYDNEY

    Level 23, 52 Martin Place, Sydney, NSW 2000, Australia
    +61 2 9220 5027

    BOSTON

    One Marina Park Drive, Suite 1410, Boston, Massachusetts, 02210, USA
    +1 617 807 7204