Can your service organization ADAPT?
We heard the following recently from one of our customers
Why do client service organization teams work in a box?
This question has come up many times in the past, why you ask? Let me break it down.
Service organizations tend to operate with a given set of tools / products that they were handed and trained upon hire. They are then dispatched to clients to analyze their business pay policies and fit their rules into the tools they were trained on. Standardize your company's implementation approach to X,Y,Z for your service team, makes sense right? Wrong, because the problem with this approach leads to a one sided way of doing things vs. practicing a consultative approach which allows consultants to leverage past experiences and ADAPT to their client's needs.
The question posed by our client is simply asking why do service organizations work within these confines and not present more of a collaborative setting that allows everyone involved to be innovative and facilitate out of the box solutions.
The ability for implementation team members to ADAPT to clients needs is critical to the success of the implementation. The lack of insight shared by your service organization will only lead to the recreation of the wheel effect as implementation may have not occurred correctly in the first place.
LISTEN / ADAPT / DELIVER = Core Principles @ The WFC Group!
