Using Customer Feedback to guide Technology Implementation

The Challenge

Poor Process Design

Automating a cumbersome process just makes the process automated, not streamlined
Limited User Adoption

New Technology is sometimes seen as something “extra” to do and does not always create enough perceived value for users
Scope Creep and Over Budget

Instead of a phased approach prioritizing specific needs an attempted roll-out of out all functionality at the same time everywhere can lead to uncontrolled chaos
Poor Vision / Strategy

No clear road-map for the tool and no ownership or governance according to that vision
Poor Objectives & Measurable Goals

Successful tool implementation should not just be considered achieving a “go live” status, instead dashboards and metrics that reflect the overall strategy of the Technology should be seen as the true measurement