Comments on: Rewarding your customers for doing your job http://www.column2.com/2007/04/rewarding-your-customers-for-doing-your-job/ BPM, Enterprise 2.0 and technology trends in business. Sat, 20 Mar 2010 19:18:58 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Derek Miers http://www.column2.com/2007/04/rewarding-your-customers-for-doing-your-job/comment-page-1/#comment-4973 Derek Miers Thu, 05 Apr 2007 04:47:46 +0000 http://www.column2.com/2007/04/rewarding-your-customers-for-doing-your-job/#comment-4973 I think the UK trumps that experience - I recently was "granted" my first UK passport (after 27 years in the country I decided it was time). So I got my papers in order, submitted them through the local post office (no queue if you know what time to go), they get checked there and then. After a week, I thought to myself, whats happening. So I called the number I had from the application pack ... call was answered after 2 rings, gave them my application number, was put on hold for maybe 15 seconds, next thing I knew I was talking to the person who actually handled the case that morning, who was telling me that the passport was already on its way via recorded delivery - expect it tomorrow morning. Thing that blew me away was just how coordinated the whole thing was with, with no waits, no queues, direct access to the case worker handling your application. I think the UK trumps that experience – I recently was “granted” my first UK passport (after 27 years in the country I decided it was time). So I got my papers in order, submitted them through the local post office (no queue if you know what time to go), they get checked there and then. After a week, I thought to myself, whats happening. So I called the number I had from the application pack … call was answered after 2 rings, gave them my application number, was put on hold for maybe 15 seconds, next thing I knew I was talking to the person who actually handled the case that morning, who was telling me that the passport was already on its way via recorded delivery – expect it tomorrow morning. Thing that blew me away was just how coordinated the whole thing was with, with no waits, no queues, direct access to the case worker handling your application.

]]> By: Sandy Kemsley http://www.column2.com/2007/04/rewarding-your-customers-for-doing-your-job/comment-page-1/#comment-4972 Sandy Kemsley Wed, 04 Apr 2007 20:06:22 +0000 http://www.column2.com/2007/04/rewarding-your-customers-for-doing-your-job/#comment-4972 Rob, thanks for your comment. Adoption rates are certainly much slower than analysts would have you believe -- the reality is that in some business sectors, paper is still very much the name of the game. I've worked with a number of mutual fund companies where financial transactions are still driven by paper documents (since funds are only priced once per day, they don't have the time sensitivity of securities trades), and the processing areas are awash in paper. Imaging will be with us for a while yet, if what I see is at all typical. Yes, it's amazing when the technology is applied the way that it's supposed to be, and it yields visible benefits for both the organization and their customers. Now I just wish that Canada would extend our passport renewals from five years to ten, so I don't have to go through this so often. :) Rob, thanks for your comment. Adoption rates are certainly much slower than analysts would have you believe — the reality is that in some business sectors, paper is still very much the name of the game. I’ve worked with a number of mutual fund companies where financial transactions are still driven by paper documents (since funds are only priced once per day, they don’t have the time sensitivity of securities trades), and the processing areas are awash in paper. Imaging will be with us for a while yet, if what I see is at all typical.

Yes, it’s amazing when the technology is applied the way that it’s supposed to be, and it yields visible benefits for both the organization and their customers. Now I just wish that Canada would extend our passport renewals from five years to ten, so I don’t have to go through this so often. :)

]]> By: Rob Bruce http://www.column2.com/2007/04/rewarding-your-customers-for-doing-your-job/comment-page-1/#comment-4971 Rob Bruce Wed, 04 Apr 2007 19:55:10 +0000 http://www.column2.com/2007/04/rewarding-your-customers-for-doing-your-job/#comment-4971 Hi Sandy, Awesome blog. I have a small business ( <a href="http://docs2digital.com/docs2digital.html" rel="nofollow">http://docs2digital.com/docs2digital.html</a> ) centered around Document Management Systems. You have no idea how many people/companies resist this type of technology. We have one client that used to mail (snail) over 100,000 invoices per month. Then imagine to amount requests for copies they received after each mailig. We set them up on an automated system. Imagine the mailing costs they saved alone. We have had law firms that were able to reduce filing staff by 4-5 people. Their ROI was immediate. Its so interesting that all this technology is out there and is fairly inexpensive and yet companies are very slow to embrace. thanks for pointing it out. Hi Sandy,
Awesome blog. I have a small business ( http://docs2digital.com/docs2digital.html ) centered around Document Management Systems. You have no idea how many people/companies resist this type of technology. We have one client that used to mail (snail) over 100,000 invoices per month. Then imagine to amount requests for copies they received after each mailig. We set them up on an automated system. Imagine the mailing costs they saved alone. We have had law firms that were able to reduce filing staff by 4-5 people. Their ROI was immediate. Its so interesting that all this technology is out there and is fairly inexpensive and yet companies are very slow to embrace. thanks for pointing it out.

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