Training , Development and Empowerment

Leveraging Technology for your MSME Business by Scimitar Global Services Limited

NIS 1
Chinedum Amachi MD/CEO SGSL  analyzing the technology in view and all benefits that awaits Nigeria Immigration Service on Go Live.

A few months ago, I was privileged to manage a one week packed Customer Relationship Management (CRM) discovery session for Nigerian Immigration Service at their Headquarters in Abuja. They have just deployed Microsoft CRM technology  and needs to leverage it for quality immigration services. It was an awesome experience with our services men and women, who were very eager to leverage technology to improve their services across board to Nigerians.

This week, on the 12th of April, i will be working in partnership with Nigeria Association of Small and Medium Scale Enterprises (NASME Lagos) in an MSME Smart Business Tour organized by #NASME Leadership in one of its many empowerment programs planned for its members in 2017. Scimitar Global Services and Microsoft will be hosting the members of NASME Lagos.

This session’s theme is on “Leveraging Technology for business”. 

I will be sharing with the members , some information on how to leverage their existing applications and other recommended Microsoft modern business technologies to help get the information needed to predict business’s future trends.

Special offers are available to the first 16 members who sign up for the event. Your Name, Business email, Business name and direct Business Phone number is required to set up your offers. Please click on the banner below to register for the event.

Please contact NASME Lagos Secretariat for more information on registration and other information about the association:

Email: nasmelagos@gmail.com  Phone: 08098229374

NASME

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Video Engagements and Conferencing Solution, Contact Center Solutions, Call Center Solutions, CRM, Contact Center Automation, Complaints Management Module

How important is the quality of customer engagement for the success of your business?

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Beyond our shores and in developed countries, Video banking is being increasingly used by financial services organizations, such as banks, credit unions and building societies, to interact remotely with their customers or members over a video call in order to perform a transaction or offer consulting services.

Simon Separghan, Director of Global Contact Centres & Omni Channels of Barclays Retail Bank said that “Customers continue to demand human touch and empathy and there is significant benefit to provide not only a voice, but a face of Barclays. The majority of our customers who experienced video banking now demand that their future servicing activity takes place via a video interaction. And If I take a like-for-like servicing.  Request via traditional telephony vs. video banking, the NPS is almost double. It has incredible value for us as an organization.”

The fundamental purpose of video banking is to create a seamless, high-quality, convenient and easy-to-use customer engagement experience. Therefore, it is quite logical to see growing interest in this emerging channel from financial institutions that are looking to increase their overall customer satisfaction and retention.

So we present to you this joint report that was co-authored by Efma, a global not-for-profit organization of retail financial services companies, CUNA Strategic Services, a US organization providing credit unions with access to high quality products, services and technologies and Vidyo, a leading video communications technology provider.

Through this research, they made a distinction between two ways of delivering video banking services:

In branches: on Kiosks and ATMs or in office branch visits where remote subject matter experts can join any discussion

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Remotely, from wherever the customers need to join: on their mobile devices, or from their homes or offices.

The report highlights recent key trends in video banking adoption, bankers’ evolving perception towards this channel and the results observed by those who have already deployed a video banking service.

The 2017 data was collected through an online survey of 282 bankers from 63 countries, which was conducted from December 2016 to January 2017. Read the 2017 report titled “Video Banking: Advancing on the road to maturity”

 Similarly, the 2016 data was collected from 136 bankers across 52 countries, from January through February 2016. More comprehensive results from the 2016 survey were released in another report issued in 2016, titled “Video Banking: The next chapter in a bank’s digital transformation”.

 Contact us now for a copy of the report or send  us your email so that we can email it to you. 

Call Center Solutions, Complaints Management Module, Contact Center Automation, Contact Center Solutions, CRM, Social Media Engagement

Empower your Call Center agents for quality services delivery

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For quality customer service across your touch points whether through mail, social media, call/contact center or walk-ins. You must, i repeat,  must empower your call center agents and relationships managers to succeed.

As a business analyst in several requirements gathering sessions and CRM road map planning, we have seen and documented a lot of shocking pain points that come up, when brainstorming with the end users themselves; the agents and their supervisors.

One agent in a Bank (i can’t mention the name) had to always open 5-7 different windows to handle a complaint. Only those in this line of business can understand the pressure these agents feel when an irate customer who is threatening fire and brimstone is at the end of the line. The funny fact is that sometimes if not most times, she wont be able to resolve the case on the call due to the banks policy. She would have to keep apologize with a promise of a 5 working days SLA and an email to the department concerned.  If the customer were to call again, he/she may have to speak to another agent and repeat her story.

One other agent  had to always stand up from her seat, go to a central system to get an information due to the bank’s policy.  The snags experienced in Email management and escalations is on another level that we do not have time ad space to cover! These pain points can cascade to heaven without automation. Bottom-line is that the business keeps suffering as quality will drop, customers will be unhappy and agents demotivated.

So, how can we help these agents to be at their best to render quality service?  The answers is “Agent enablement”

By Empowering your agents with tools(technology), guidance(business rules with SLA) and data they need to resolve issues on one call , they are enabled to offer quality services to your customers. So arm them with information of your customers and also their interaction history to ensure first call resolution. So that in cases of serious unresolved complaints, customer wouldn’t have to repeat their stories all over to different agents at different times of contact. Armed with the right tools, Agents can  speed  up resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service unit.

That service software is Microsoft Dynamics 365 for Service!

Agent enablement with Dynamics 365

With business  tools from Microsoft Dynamics 365 for services, we can bring all the information agents need to manage a customer to a unified screen through integration and business processes and rules that will

  • Support agents with a visual interface that delivers role-tailored experiences
  • Help Agents manage cases faster and provide differentiated levels of support
  • help reduce AHT with speed resolution using machine learning and advanced analytics capabilities

CRM case management dashboard

Do you want to find out how ?

Contact Scimitar Global Service Limited now by dropping your contact details here. We will follow up with you to agree on a discovery session with your stakeholders and business unit heads to look at your road-map and a roll out plan base on your areas of priority and quick wins .

 

Get connected

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Microsoft Modern Business Solutions, sales force automation, Social Media Engagement

Empowering your Sales force to increase revenue!

sales meeting

Sales and Marketing has transformed. Prospects have taken control of the purchasing process, venturing further down the sales funnel without ever speaking to a sales representative. They go online to create and validate their vendor shortlist—typically without assistance. Social media and eCommerce has created a change in the market and for this we seriously believe, that it is high time business owners, started re-evaluating the tools their sales team work with, that’s if you have not done so by now.

You need to empower your sales force with tools to work with and also provide  marketing structure to support their activities.  This is to avoid wasting resources in going around knocking on doors while businesses are flying over their heads. Ar them with current tools that speak the language of the day, meeting customers where they are and want to be served. Upgrade and maintain the old strategies that still works and discard the snags. Ensure to bridge the gap between them by fusing people, process and technology together.

One of the major tools we suggest you get is a CRM for Sales force automation, & Marketing automation and Call/Contact center automation ( Complaints management & telemarketing).

The benefits of a CRM can never be over emphasized as you may miss growth opportunities and lose revenue just because you’re not keeping tabs and maximizing your business relationships kept by your employees, no mater the size of your business.

Imagine misplacing customer contact information, only to learn that your delay pushed your client into the arms of a competitor. Or, picture your top two salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition. Imagine missing a mention of a need on social media because you do not have a CRM monitoring that space. Without a centralized program where your people can log and track customer interactions, your business falls behind schedule and out of touch.

In a connected world, delivering a great customer experience is more essential than ever to differentiating your business, building loyalty, and maintaining your reputation. Win customers and keep them happy with Microsoft Dynamics 365 for Sales, which can help smaller businesses maximize opportunities, boost mobile productivity, and gain greater business insight.

Most businesses today know that delivering a great customer experience is essential to winning sales and differentiating themselves against their competition. This is where Microsoft Dynamics 365 for Sales comes in, but a lot of smaller businesses see it as too complex for their needs. Dynamics 365 for Sales offers the perfect solution because it can adapt to specific business needs, with the flexibility to deliver only the part of the solution that is right for the customer at a given time. In many cases, the best strategy is to focus on the basics and start small—for example delivering capabilities around a specific area like opportunity management, and then moving on to more advanced scenarios later.

Dynamics 365 for sales.jpg3 great reasons to get started now

1) It’s easier than you think. Employees catch on quickly with easy, familiar tools. You don’t have to worry about installing new software and systems. It’s all done for you and is backed by Microsoft.

2) It’s affordable. It’s in the cloud, which means no large capital expense for servers and software. You just turn it on and pay a low monthly subscription. Mobile apps are included too.

3) It’s time. Businesses who are up and running on Dynamics 365 for Sales never look back. They enjoy immediate gains in productivity, sales, and customer experiences that set them apart.

As a Microsoft partner, we are the boots in the field and trenches with you. contact us today for a discovery session with your stakeholders and business unit heads to look at your road-map and agree on a roll out plan from the areas of priority and quick wins .

Get connected

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

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Microsoft Modern Business Solutions, sales force automation, Social Media Engagement, Uncategorized

Social Media Engagement

MSME Smart Business Solutions from Scimitar Global Services LimitedThe speed at which we do business, and the number of channels we’re using to do it, is rapidly increasing. Your customers and employees have many choices when it comes to communicating, and social media channels are key components of the customer journey. It’s crucial that today’s organizations embrace social as a key aspect of digital transformation, rethinking how they approach customers as well as internal communication. D365 customer services dashboard.jpg

Social media found its first foothold in most organizations through Marketing or PR, but has since expanded beyond those groups into teams like Customer Service and Sales. Service agents can meet customers on the channel of their choice to solve problems effectively. Sales teams can gather intelligence, source new leads, and build credibility through social selling. Employees in any role can leverage social insights to better understand the voice of the customer.

Microsoft Social Engagement, a part of Dynamics 365, helps your organization harness the power of social media to achieve real business results – not just Likes and Shares. Here, we’ll dive into how Microsoft Social Engagement empowers employees in Sales and Customer Service by augmenting what’s available in each of those Dynamics 365 applications to create more personalized customer engagements.

Build seller credibility

Today’s sales force isn’t just mobile: they’re social, too. The rich landscape of communication channels available has made things complicated, but has also opened up a myriad of possibilities for better, more informed engagement between buyers and sellers. Buyers use the wealth of information available to them online to learn more about the products they’re interested in or sellers they interact with, and social channels like LinkedIn, Facebook, and Twitter are a huge piece of that. On the other side, sellers are using social channels to learn more about their customers and prospects and source new leads.

Microsoft Social Engagement empowers sales teams to sell more by leveraging social media through personalized, actionable smart recommendations from the newly released Social Selling Assistant. Social Selling Assistant, available through Microsoft AppSource, leverages the power of Azure Machine Learning to recommend content to share and keep you informed about your company, competitors, or customers on social. Best of all, Social Selling Assistant’s built-in intelligence and integration with the Dynamics 365 for Sales application means it takes only a few minutes each day for your sellers to build a credible social presence and learn what’s top-of-mind for customers.

Identify prospects and generate new leads

With artificial intelligence and machine learning, social media posts become leads through Microsoft Social Engagement and Dynamics 365 for Sales. We’ve developed the technology to detect intent in any social media post, with purchase intent being one indicator sellers can capitalize on. Machine learning trains the application to identify incoming posts with purchase intent, and feedback refines the results over time so they’re tailored for your organization. Instead of wasting time manually sorting through social media noise, posts can be automatically routed as leads into the Sales application, meaning your sales team doesn’t lose time switching back and forth between multiple applications and can address opportunities quickly.

Care for customers on whichever channel they choose

Like sales, the customer service process is more complex than ever, with phone, email, chat, and social all in the mix of channels your customers can choose to reach out. And with criticisms and complaints being so visible on social channels, what used to be a simple customer service issue now has the potential to become a major PR problem if an angry tweet reaches the right people. Customers expect a response to social media questions and complaints about service issues (many of them looking for that response in less than 24 hours), and many organizations face a great challenge in mounting a full-scale, omni-channel customer service team that can support these growing media.

Simplify service with intelligence

Microsoft Social Engagement enables effective omni-channel care by simplifying the process for service agents. From automatic intent detection for information requests, support requests, and complaints to smart sentiment and the ability to automatically route social posts as cases, agents can focus on delivering excellent customer service in a timely manner. If information requests, support requests and complaints aren’t the right categories for your organization, Microsoft Social Engagement offers the ability to create custom tags for categories that matter most to your team, and a few manual categorizations up front allow machine learning to start working, automatically tagging and routing the posts in your custom categories to Dynamics 365 for Customer Service to be resolved, or assigning them for triage right from Microsoft Social Engagement.

Not every word or phrase has the same connotation for each organization (think: the idea of a “kill” for a video game could be positive, while it has negative meaning in most other contexts), so while sentiment tagging in MSE is automated for 19 languages, it also operates with the same machine learning capabilities as intent and tagging—a little bit of feedback helps tailor the solution to your needs. With these capabilities, it’s easy for service agents to focus on the social posts that matter most without getting distracted by false positives.

Sales, Service, and Social with the power of Dynamics 365

Microsoft Social Engagement is included with most Dynamics 365 Application and Plan subscriptions at no extra cost, so everyone in your organization can have better, more personalized engagement with customers on social media.

Learn More

Curious about how social can change the way you engage with customers on your digital transformation journey? Learn more about Microsoft Dynamics 365, Microsoft’s next generation of intelligent business applications that unify CRM and ERP capabilities, enabling your organization to grow, evolve and transform to meet the needs of your customers and capture new opportunities.

Credit for this content goes to Elisabeth Michaud of Microsoft. She is a Product Marketing Manager for Dynamics 365, focusing on Social Engagement. Elisabeth focuses on telling the story of Microsoft Social Engagement, as well as social media functionality across all of Dynamics 365. She brings years of experience in the social media sector, including roles as a social media marketing and community manager and product marketer for a social analytics application at Hootsuite

As a Microsoft partner, we are the boots in the field and trenches with you. contact us today for a discovery session with your stakeholders and business unit heads to look at your road-map and agree on a roll out plan from the areas of priority and quick wins .

Contact us for a further discussion.

Get connected

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Call Center Solutions, Contact Center Solutions, Microsoft Modern Business Solutions, Video Engagements and Conferencing Solution

A CRM is the first step towards becoming a customer-centric company.

Sales force empowerment 1

Have you tried to speak with any of our Telco’s or Banks  either by telephone or walk in into their branches for a complaint or enquiry and the line drops or you finish the call or visit and on calling back to follow up later when your issue has not been resolved. You had to repeat your story all over again to the same person or another?  That Service provider does not have a robust CRM.

If you have called a service provier in Nigeria and the customer service person  or relationship manager greets you by your name armed with the latest update based on your interaction history available on her screen or tablet, to serve you proactively. That, in my opinon is customer centric company and they definitely have a robust CRM!

What is a CRM ? A CRM simply means Customer Relationship Management!  It can be a person, technology and process used by customer-centric companies who understand the need to capture, manage and track activities from lead generation in a sales cycle to close and support ( after sales) which also  creates repeat business.

A CRM is a multifaceted platform with data driven categories integrated to streamlined processes where everything crucial to developing, improving, and retaining your customer relationships are stored and available to employees.

CRM tools make the customer-facing functions of business easier. They help you:

  1. Centralize customer informationCRM report1
  2. Automate marketing interactions
  3. Provide business intelligence
  4. Facilitate communications
  5. Track sales opportunities
  6. Analyze data
  7. Enable responsive customer service

 

Running a successful business is no simple task.  With marketing campaigns, data analysis, meetings, customer care, and more all happen simultaneously, your business really need a robust and powerful CRM solution to bring all these activities and functions together in one environement. Not in silos or multiple applications , multiple screenss for diferent functions which makes it combersome to piece together information to serve customers.

As a Microsoft partner, Scimitar Global Services Limited offers Microsoft Dynamics CRM now called Dynamic 365 to Businesses. Microsoft Dynamics CRM is part of the Dynamics family that includes enterprise resource planning (ERP) products such as Microsoft Dynamics AX, Microsoft Dynamics GP, Microsoft Dynamics NAV and Microsoft Dynamics SL. All theses are now merged into Dynamics 365 as a cloud-based ERP and CRM enterprise system; built by Microsoft for maximum flexibility and extensibility.

Dynamics CRM comes out of the box with three modules of Sales, marketing and Customer Service and is available in the cloud (known as Microsoft Dynamics CRM Online) and on-premises, as well as in a hybrid cloud version.  You are to decide wht deployment option  you want based on your road map and requirements as well as budget and ROI expectations.

The Sales module is used for Sales force automation, Customer Service Module  is used for Contact center automation and complaints management as well as after sales support. The Marketing module on the other hand is for Marketing automation which syncs into the sales module with One data available across board. This is why it has the capacity to give customer-centric companies 360 degree view of their customers, ensuring efficiency, customer satisfaction and loyalty which definitely increase revenue and a return on your investment on a robust CRM solution like Microsoft Dynamics 365.

The benefits of a CRM can never be over emphasized as you may miss growth opportunities and lose revenue just because you’re not keeping tabs and maximizing your business relationships kept by your employees, no mater the size of your business.

Imagine misplacing customer contact information, only to learn that your delay pushed your client into the arms of a competitor. Or, picture your top two salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition. Without a centralized program where your people can log and track customer interactions, your business falls behind schedule and out of touch.

A customer relationship management (CRM) system is designed to integrate and automate sales, marketing, and customer service and you need to speak to partners like Scimitar Global Services Limited (SGSL) to go over your CRM road map as there are so many other consideration than just purchasing software. At that level, what you have bought is called Vanilla solutions. No workflows, No business rules, No customization , No integrations and No Intelligent reports.

When planning to implement a CRM solution, you must choose the right solution and the right implementation method that will power up your business and enable you to achieve your strategic business goals. Implementation should be considered an ongoing program and not a project because of the dynamics  nature of both the customer and the market. Your business should be event-driven (customer triggered and System triggered) For example, a customer buys a product with his card, your CRM should trigger a workflow to the sales team to call him and pitch a loan or an installmental payments for the purchase.

Financial institiutions abroad are taking it further with Next Best Action (NBA)  in CRM from VeriPark (one of my Microsoft ISV partners for CRM), which is is focused on using sophisticated rules, analytics and algorithms to better predict customer needs and in turn offer more relevant actions and offers leading to improved wallet share and loyalty. It leverages Azure Machine Learning capabilities to recommend what to do next for a customer in context.​

Microsoft 2

Microsoft Dynamics 365 delivers the full spectrum of CRM through five individual apps—Sales, Customer Service, Field Service, Project Service Automation, and Marketing —that work seamlessly together. So you can buy just what your business needs now, and add others as those needs grow.

Talk to us now for a discovery session with your stakeholders and business unit heads to look at your roadmap and agree on a roll out plan from the areas of priority and quick wins .

You can leave your details below. We will contact you.

By the way, ISV means Independent Software Vendor! it means the partner has patented a Microsoft software and #typeapprovedatredmond. I will b sharing some of their value adding FSI solutions in the coming days and weeks.

Get connected

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Entrepreneurship, Microsoft Modern Business Solutions, Small Business, Training , Development and Empowerment

The entrepreneur and ICT

MSME Smart Business Solutions from Scimitar Global Services Limited.jpg

“Entrepreneurship has traditionally been defined as the process of designing, launching and running a new business, which typically begins as a small business, such as a start up company , offering a product, process or service for sale or hire. The people who create these businesses are called entrepreneurs. It has been defined as the “capacity and willingness to develop, organize and manage a business venture along with any of its risks in order to make a profit. While definitions of entrepreneurship typically focus on the launching and running of businesses, due to the high risk involved in launching a start-up, a significant proportion of businesses have to close, due to “lack of funding, bad business decisions, an economic crisis – or a combination of all of these or due to lack of market demand. In the 2000s, the definition of “entrepreneurship” expanded to explain how and why some individuals (or teams) identify opportunities, evaluate them as viable and then decide to exploit them, whereas others do not and, in turn, how entrepreneurs use these opportunities to develop new products or services, launch new firms or even new industries and create wealth. Recent advances stress the fundamentally uncertain nature of the entrepreneurial process, because although opportunities exist their existence cannot be discovered or identified prior to their actualization into profits. What appears as a real opportunity ex ante might actually be a non-opportunity or one that cannot be actualized by entrepreneurs lacking the necessary business skills, financial or social capital.”… ( credit to Wikipedia)

One thing i want to add here is the part of the entrepreneur and ICT. Entrepreneurs are recognized as important drivers of economic and social progress, and rapidly growing entrepreneurial enterprises are viewed as important sources of innovation, employment and growth. That innovation today is definitely tied to technology.

As entrepreneurs and business owners we must continue bridge the gaps and reduce the challenges within our business environment with technology available to us today.  I really like the way Fate Foundation put it on their blog : ”  From the fish seller downtown at the market putting calls through to her suppliers, notifying them of her depleting stock; to the shoe-maker at the corner of a street calling customers to inform them of their ready-to-pick-up shoes; to the dressmaker who uses messaging apps and social media platforms to display and sell her products; and the working professional who orders lunch from online food delivery companies, technology with the added benefit of the internet and various information & communication technology tools is gradually becoming an integral  part of the Nigerian business environment and our lives.”

The increase in mobile phone access and the introduction of smartphones have also increased access to the internet on the go. Just a few years ago, you had to visit an internet cafe to gain access to the internet. Today, it is not uncommon to see people standing on the street or sitting in a waiting room buried in their phones either responding to emails, visiting social networking sites or getting official work done from their different communication gadgets.” …(credit to Fate Foundation :How ICT Is Influencing the Rise of Entrepreneurship in Nigeria)

I just couldn’t think of a better way to put better. So i will leave it there and thus continue to point us entrepreneurs to the dangling-right-before-our-noses low hanging fruits, like your phone!  Yes that your  Smart phone!  That’s a mobile  advertising tool and not for selfies and chats alone. It is very important that we understand the need to use what we have to market our brand.  Funds for marketing as a small and medium enterprise is hard to come by now especially in this recession.  Have you tried to get a loan, grant or other investment support , it can be likened to one going to meet a native doctor when his demand will be an eagle’s egg, the teeth of an ant and the tooth of a life lion.  Not until now that Lagos State Government through its LSETF is giving out loans at single digits to entrepreneurs. The first ! And i hope other states will do same.  Nigeria Association of Small and Medium Scale Enterprises NASME Lagos is also helping entrepreneurs  who are members like me to process the LSETF grants. So contact NASME here +234 813 833 3998. Remember to say you got this information from Scimitar Global Services Limited( SGSL). We are a member of the Faculty.

So we need to look inwards and see some other tools  and services within reach like our GSM phones and Internet data,  laptops, tablets, social media (Facebook, Twitter,  Instagram and  LinkedIn) to market our businesses.

Nasme TPM tech options slide.jpg

We need to reduce our Social media activities around the government, President Buhari this and that, EFCC this and That.  corruption here, recovered loot there and channel more efforts to pushing our brands with these tools. I am not saying they are not important or worthy causes but i think the time spent on that may be better spent on pushing your products and services like the big brands out there. They are on social media too pushing even with all the money they have.

We also need to understand the importance of  Four “P”s of marketing as it applies to  smallRewrite-the-Ps-of-marketing and medium Enterprises and the activities around the “P”s required to push a brand. As an Entrepreneur and Business Owner you MUST understand the four P’s of Marketing  and it has nothing to do with running around begging the customers with your product in hand!  You have to create the right Product , Promote it at the right Price through the right channels(Place).

These are the 4 P’s of Marketing.  We finished the session with a charge. See the screen shot.

Nasme TPM charge

As a Microsoft Partner in MSME and Mid market business, Scimitar Global Services Limited (SGSL) can help your MSME Business with modern business tools to support your plans and strategies at low cost relative to your business.

We are offering consulting services to Ignite your business with our Smart Business Solutions.  So register below for our Smart MSME Business round table coming up in July. Let us strategize with you on how you to leverage Smart Business tools to automate and market your business for more customers and more revenue. We are offering you some promos for the first 20 sign-ups for our sessions this month and the next with:

  • Discounted Business class email
  • Discounted Website design and hosting
  • Free consultancy
  • Discount on Digital marketing
  • Discount on CAC registration if your business is not registered.

We will show you activities to help push your brand. So do contact us today for a chat on how to empower you or your employees to market your business, leveraging  budget friendly technologies available to you.  For the promo please click here 

You can also leave your details below. We will contact you.

#MSME #SME #smartmessage #smallbusiness #communicationiskey #Solutions #ModernBusinessSolutions

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Queue management

Do you want customers to keep fighting with queue jumpers in your banking halls, service points, shops and offices?

banking-queue.jpg

Have you been to the Banks after a public holiday, or even on a Monday to experience the arguments and fights over queues. I have seen this happen in high traffic business locations like computer village, Victoria Island and Marina. On one occasion, as i was mourning an almost 2 hour snail crawl to the Teller counter silently,  a man just walked into the bank and stood behind me.

I was just about to inform him that someone was behind me, when 8 customers with their own down-lines came to inform him about his real position on the queue.

queueHe  lost it! it actually got to  ” my daughter you don’t have respect for elders , are you expecting me to go back for you?”  While this was going on and the security men and manager was rushing to the scene to quell the brouhaha we didn’t notice the tellers saying “Next customer please!!!!”

Well i caught it somehow and got service and walked away shaking my head.

Have you had an experience like that? Please do share in the comment section. 

On the flip side, i have seen recently organizations who have thought ahead to avoid these embarrassing squabbles. Have you been to DHL visa collection at Isolo, where i got there, took a number, left came back to meet my spo. Also went to MTN Service point at Aromire and even Multi choice DSTV office on Tiamiyu Savage, V/Island. You are issued a ticket on entering the service point and you wait your turn as queue management system is in place to direct you the customer service person that will attend to you. No argument , no fight, no knowing your age limit!  If you can’t wait come on Sunday.

Scimitar Global Services Limited (SGSL) in partnership with Q-better, is introducing  our robust Queue management solution called ” Bloom”.

An advanced customer flow management system that keeps customers informed about the queue process, assuring that their priority in line is being respected.

In one suite you can have :

  • Appointment setting (with Virtual ticket before getting to the office, Branch or shop)
  • Queue management
  • Digital Signage

queue-mgt.jpgThis system also allows professionals to collect all the information they need to manage effectively their service and resources. Gathers data to show essential statistics about the service performance. With an extremely intuitive approach, the system and components setup is quick and simple.

It also helps businesses to organize and plan customer-service in advance, improving resources deployment and allows customers to take a ticket before they arrive at the site and it keeps them informed about the queue status.

ADVANTAGES BLOOM OFFERS
BloomTour_Introduction_img2

  • Reduced perceived and actual waiting times
  • High-quality customer service
  • Increased resources efficiency
  • Easy to install and easy-to-use
  • Intensified customer loyalty
  • Alignment with the customer needs

CUSTOMER QUEUE MANAGEMENT FLOW

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While waiting for their turn, customers often get bored and even frustrated. They do not want to waste time in line when they could be doing something else. Using Bloom, the waiting conditions can be improved by placing screens showing dynamic content, and notifying customers when it is their turn. The impact of the waiting time is reduced, since customers can use their time as they wish.

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CUSTOMERS CAN EVEN GIVE FEEDBACK

Lack of awareness of business performance and service quality is a common situation. 80% of companies say they deliver superior service, but only 8% of people think these same companies deliver superior customer service. With Bloom, feedback from customers can be collected through surveys available on-site.

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Bloom also supports a concierge service in queue management. A concierge can approach customers and help them enter the queuing process.

Contact us immediately  for a demo. Terms and conditions apply.

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  Thank you😘😘😘

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

Google: https://plus.google.com/scimitarng

Instagram: https://www.instagram.com/scimitarglobalservices

LinkedIn: https://www.linkedin.com/company-beta/10966281/

Entrepreneurship, Seasons Greetings, Small Business

“In this month, you will have tremendous results.”

” I see phenomenal shifts for you. This month, achieve like never before.

Enjoy higher dimension of success in your endeavours.

Receive inspired ideas that will solve problems, not only in your industry but also globally.

In this month, you will have tremendous results.

You will succeed!

Amen! , Amen!!  and Amen!!!

That was my Pastor and mentor,  Sam Adeyemi’s prayer for me this month and I thought I should share the prophetic blessings with you. A month of praise it will be as we will do exploits in all spheres. As business men and women our businesses will continue to grow in all dimensions to become an international brand.  As employees your path will be ignited for growth and success from quantum leap powered by grace.

Don’t forget to always do the needful. Faith without work is dead. A well sharpened axe means less effort,  less cost,  less hands, conserved energy and more results in cutting down an Iroko tree.

Leverage technology for your business today.

  • automate your sales force activities
  • Automate your complaints and enquiries management with back office integration.
  • Manage customer service with Queue management
  • Have a single dashboard SmartMessage Omnichannel Marketing platform (Email, chat, social media with Chatbots)
  • Create a Communication channel for customers to reach you by phone and social media. Also see the world and constantly update yourself.
  • Make your business legal if you have not. This is very important for you as as an MSME.

Check out our modern business solutions and contact us for a discovery session.  A requirements gathering and problem solving session with our business consultant to jointly come up with a best fit solution for your MSME business no matter your sector.

We offer great flexibility with only the services you need. Our Solutions and services are cost-effective and adds value to your business with more revenue opportunities.

 

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

Google: https://plus.google.com/scimitarng

Instagram: https://www.instagram.com/scimitarglobalservices

LinkedIn: https://www.linkedin.com/company-beta/10966281/

 



Microsoft Modern Business Solutions, Small Business

Basic Services An Entrepreneur needs for His/Her Business!

Office business

Are you:

  • a Start up business in Nigeria with no online presence and registered business name?
  • An existing Small & Medium and Enterprise Business (Professional services etc.) still using free email service and cracked office applications.
  • a Mid-market Business (Micro-finance Banks, Insurance, Pensions, retail, Securities, travels, fashion, big shops, etc.)

You need a budget friendly bundled business application that includes some or all the following :

  1. A business name registration with CAC (sole proprietorship, Limited liability company) within 4 weeks
  2. Your Website ( domain registration and email hosting: www.yourcompany.com )
  3. Business class email : yourname@yourcompany.com
  4. Original Microsoft office application (Word, Excel, PowerPoint, One note, etc)Smart business on devices.jpg
  5. Collaboration and file sharing from anywhere, any device anytime
  6. One Terabyte of 99.9% money backed secure Cloud Storage for all your documents, pictures etc.
  7. Social Media Engagement
  8. Calendar Management
  9. Contact center ( Optional)
  10. Customer Relationship Management (optional)
  11. IT Management (Required but also optional)

 

We understand that small, medium and even mid-market businesses don’t always have the luxury of a massive budget focused solely on technology like  the  bigger Enterprises. They are  focused on the perceived more important technologies for their core business and processes and manually trying to run the business profitably and meeting all the numerous tidbits that require attention.

The truth is that manually managing businesses is actually more expensive and cumbersome because your business is lacking in some key areas somehow, if you don’t have any of the above listed tools. That is why we are encouraging you to sign up for our modern business solution for your business.

These are smart business tools that are tailored to meet the demands of small and medium businesses, giving them the leverage to use same technology big enterprises are using with same results but at very low cost compared to the latter.

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Using professional business applications from Scimitar Global Services Limited (SGSL) tells potential customers that you’re serious about business. For example, you can impress your prospects by inviting them to a collaborative online meeting where you can review your latest proposal with them instead of incurring cost of going to their office. With our state-of-the-art but easy-to-use collaboration, mail, and messaging services, you can set yourself apart from organizations that use free or ad-supported services. A custom domain name further enhances your branding, and includes design tools to easily create a professional, public-facing website in minutes.

With Office 365, you get pay-as-you-go pricing options that give you predictability and flexibility for your business. Office 365 also offers great flexibility by allowing you to easily provide users with only the services they need, cost-effectively adding value to your business.

Contact us immediately for a business name registration and a requirement gathering session with our solutions consultants. We will find a comfortable solution that meets your business needs.

Also get connected with our Social media Pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you😘😘😘

Twitter: http://twitter.com/scimitargsl

Facebook: http://www.facebook.com/scimitarglobalserviceslimited

Google: https://plus.google.com/scimitarng

Instagram: https://www.instagram.com/scimitarglobalservices

LinkedIn: https://www.linkedin.com/company-beta/10966281/

Seasons Greetings

Happy Children’s Day to all our princes and princesses. 

“All things bright and beautiful, All creatures great and small, All things wise and wonderful: The Lord God made them all”. This is us Wishing you happy children’s day. #SGSL #Solutions #ModernBusinessSolutions #Mobility #communication #ContactCenter #leaseoptions #Managedservices #CRM #Complaintsmanagement