Getting Your Back-Office In Order

In our ongoing series on our thoughts on new business an area so sorely missed in the scheme of things is that of the back-office. Whether you have chosen the option of an outsourced partner for new business activity or are driving things internally if the basic systems and processes are not in place then activity will suffer.

Here is an outline on the main areas to focus on:

·         Email settings

o   If you are using an external partner make sure you have a pop account or webmail set up so that all communications being made are sent through your server. This ensures continuity of brand from your agency’s perspective  but also allows you insight as to what a partner is communicating – useful insight if they appear to be going off message.

o   If you are using a POP account make sure it works – we’ve had a number of issues historically where emails go out without issue but any incoming get lost in the ether. A major opportunity was lost down to just this.

·         Diaries

o   Ensure you have diaries that can be accessed in real time.  There is nothing worse than having an opportunity confirmed and then having to move it due to lack of communication in this area – it shows poor structure and, perception being what it is, if you can’t get the diary right what hope of delivery!

·         General Communication

o   Always ensure that communication lines are open at all times. The hungry new business professional will want to share the good and the bad at any given time – be a free sprit when taking a call. It engenders a good working relationship that will flourish as you get to understand each others expectations.

·         Collateral

o   The essential part of any back-office tool box – the supporting collateral. Try and ensure that all the channels you are pressing ahead with for new business having supporting collateral. The ideal scenario would be links to the various channels that a prospect can be directed to ie. a micro-site. These sites need only hold the equivalent of a truncated credentials but they are essential in securing what you hope will prove to be a positive opportunity.

That covers the main areas of contention – there are others of course but these we believe are key to a smooth new business process.

If you want to learn more about our own approach as a whole please feel free to visit us online at www.mintconsultancy.co.uk

Thanks as always for reading.