When suppliers gather user requirements for Point of Sale (POS) or Back Office systems, they often end up with a reflection of what the users do now. This may be because they seek out or are referred to the most knowledgeable individuals (or vociferous proponents) of existing paper or legacy technology solutions. However, given that customers are presumably seeking a new solution because the existing one is not delivering, they should be careful to avoid simply ‘updating’ the inefficiencies that currently exist.
As Einstein once said, “you cannot solve current problems with current thinking… current problems are the result of current thinking”. Our own experience has shown that some users will proliferate bloated and inefficient processes into the new solution because that is what they either created or have become most familiar with. It is important for customers to look at the methods and people they use to develop the most effective and efficient solution design that uses the true capability of the technology that is available. Don’t just ask what you currently do, ask why something is done a certain way, what doesn’t need to be done and what you can be done a different way. If solutions are architected and designed properly, it is possible to allow end customers to access and complete parts of a factfind as well as have remote interaction with the adviser or para-planner. Systems can allow secure access to policy information and investment performance too. All of which optimise the potential benefits of technology and can be used to improve the dynamics of the customer relationship.
In addition to using practical ‘common sense’, it can help to look at some of the elements of methodologies such as Six Sigma or Lean Process reviews to identify where the business process and end customer experience can be improved along with time and cost savings. If existing user experts are used, they should be matched by people who can act as an independent challenge and to help facilitate ‘out of the box’ thinking.
Changing technology solutions can be a significant investment that will deliver big benefits. However, it is only part of the story as it can also be an opportunity and catalyst for genuine business process improvement and technology suppliers should be encouraging their customers to invest in obtaining benefits from both opportunities.
