Turnkey Solutions has a "soup-to-nuts" approach to supporting your IT and Customer Experience Transformation projects. We can provide guidance and expertise from the beginning of the project to the end or fill in anywhere along the way. Below you will find a summary of some of the major support services we provide.
Assessment
Determining how your current technology aligns with business goals and processes is the first step in determining what will be required to create an unforgettable experience for your customer. Having a clear understanding of where you are in terms of every aspect of your technology establishes a baseline to measure progress and allows you to benchmark against other similar agencies.
Gap Analysis
Once the baseline is established, we work with you to capture the differences between your current capabilities and your desired outcomes. The gaps are accurately documented and can even be costed to give you an idea of what will be required in terms of time and budget to address each one.
Road Map
By analyzing the data gathered in the assessment and the gaps, we are able to create a detailed road map that will allow you to reach your business goals effectively and efficiently. We will work with you to create a time line and budget and address every detail of your journey to offering an unforgettable experience for your customers.
Gathering Requirements
Gathering detailed requirements from your staff will ensure the technology you purchase will meet your goals. This will also ensure that you do not need to completely change your business model to fit any new technology you purchase, thereby putting tax dollars to work in the most efficient manner.
Process Re-Design
Business Process Redesign reduces manual, paper-based processes and ensures that documented processes across interfacing teams or departments are streamlined, accurate, sustainable and support your strategic goals. Once the redesign is complete, you are ready to put forth your Request for Proposal.
Request for Proposal
All of the information is now brought together to create a comprehensive Request for Proposal (RFP), which will allow vendors to understand your needs, how you function and what you are looking for. This will enable them to give you an accurate representation of how their product responds to your business needs.
Project Management
Once the vendor is chosen, many customers appreciate continuing day-to-day operations while a third party representative works directly with the vendor. Because Turnkey Solutions is familiar with the project (through having been involved in the initial stages), there is no learning curve, and you can rest assured that the implementation will go as planned - On Time & On Budget!
Training Design & Delivery
Our seasoned instructional designers customize training to fully meet your needs. Employees should understand business goals and the importance of their role in the process, as well as what tools are available to them and how they work. Employees who understand their role make better business decisions. (R.S. Kaplan & D.P. Norton, "The Strategy-Focused Organization," Harvard Business School Press).
Change Management
While change is obviously a critical component of positive transformation, to be successful, any large scale change requires acceptance and enthusiasm from both employees and customers. Turnkey Solutions is uniquely qualified to help prepare your organization and your customers for change. Our internal/external communication and public engagement strategies work hand in hand with our customer experience transformation initiatives to make your employees and customers partners and fans as your organization becomes a customer experience champion.