During the Spieker Point Inc. open house, Walter Schwabe from FusedLogic TV interviews Jeff Matychuk, Sales Manager at Spieker Point about the danger of inefficient business processes.
Walter Schwabe:
“We’re here at Spieker Point Software Engineering and Solutions at their open house and eighth anniversary. Welcome to FusedLogic TV. I’m your host Walter Schwabe. I’m joined now by Jeff Matychuk he’s the sales manager here at Spieker Point. Jeff thanks for being on the show.”
Jeff Matychuk:
“Pleasure to be here.”
Walter Schwabe:
“So let’s talk a little bit about for the benefit of clients and the process that you lead them through in the business development side. What are some of the initial questions that you like to ask clients early on to get a sense of whether you can add value to their situation.”
Jeff Matychuk:
“Good question. When you’re talking to a client you’re trying to find out we’re on the phone right now there’s a reason why we’re talking what would that be? And I want to find out from them there’s something going on inside your company that’s not very comfortable. Can you tell me about that?”
Walter Schwabe:
“So we’re talking business processes. We’ve been talking business processes in many of the interviews here at the open house. So you’re really looking for companies that are in a sense in a little bit of trouble they’re growing maybe they’ve grown too fast maybe they’re just really growing fast and business processes are getting in the way they might need a piece of software to solve a problem are those some of the things that you look for in terms of red flags?”
Jeff Matychuk:
“That’s right. So these are companies that take a lot of pride in customer service and if they’re growing really rapidly and they’re having to kind of take their eye of customer service and pay too much attention to the process side and they don’t like that. They want something to free them up from the administrative necessities of processing an order and just attend to the customer.”
Walter Schwabe:
“What are some of the red flags that you’re going to see within that customer experience? What are some of the things you might see and then may approach a client with?”
Jeff Matychuk:
“Good question. When ever an order comes into a company there’s a team that executes that order and how does that get handed off from one member of the team to the other and how does the next member know that they’ve received all of the information who communicates back to the customer that everything is in process and is going well well if the first person doesn’t really know what the second person is doing and there’s no visibility into that process they have to depend on a spreadsheet or on paperwork or that they can talk to each other if those typical means aren’t available to them they need something more visible like software.”
Walter Schwabe:
“And then the opposite side of that here’s what happens it’s a call center environment. You call you give your name your account number to the customer service representative and they say oh you know gee I can’t help you I have to pass you off to account management or something else so you get passed off and then you have to repeat everything you have just said which really frustrates me it just bugs me like crazy and what it is it’s like two departments that don’t communicate they don”t have their systems integrated in such a way so that it makes it simple for the customer. Is that kind of the sort of the thing you’re talking about?”
Jeff Matychuk:
“That’s a really good example and I can’t think of one situation where a customer has come away from that feeling like yeah that was…”
Walter Schwabe:
“That was smooth.”
Jeff Matychuk:
“That was good.”
Walter Schwabe:
“No exactly. Jeff thanks so much for being on the show with us and talking about that business development process.”
Jeff Matychuk:
“My pleasure.”
Walter Schwabe:
“I’ve been speaking with Jeff Matychuk the sales manager at Spieker Point here on FusedLogic TV. I’m your host Walter Schwabe.”