numero solutions start with a business case. Whether there is ROI, immediate benefits or a longer term gain, we advise you with honesty and integrity. The business case is typically very powerful with payback in months plus operational and customer benefits for years to come.

To establish the business case, or otherwise, numero uses a proven engagement process called numero act. This comprehensive step-by-step process establishes the business case and business benefits that relate directly to the real world situations clients face.

The tabs above show the stages of numero act, click on any of these to see what happens at each stage or take a look at our blog – including this entry – to see why numero is so committed to business case and results.

Introduce numero, understand client’s operation, evaluate potential

The first stage of numero act is engagement, often via word of mouth as introductions are often personal recommendations from existing numero clients and associates.

In preparing for the initial meeting, numero thoroughly researches the organisation, typically ‘blind testing’ the existing customer service functions such as email, web forms, social media interactions and call centre operations to gain insight to the existing customer journey. We also review proprietary numero research to identify the communication preferences, expectations and trends of some likely customer segments.

numero solutions are mainly ‘strategic’ in nature – reflecting the importance placed by large organisations on the customer and the quality of their experiences. As a consequence we operate, more often than not, with the Executive team. Initially, this may be involve executives in Managing Director, Customer Services, Contact Centre or IT Director roles or similar. Given the nature of the engagement we protect our prospective client’s interests and our intellectual property through mutual Non Disclosure Agreement.

Through the engage stage numero endeavours to understand the strategy, plans and challenges of the prospective corporation. In particular, we understand existing customer journeys and how the organisation is aiming to do the right thing for customers. Key to this understanding is learning about the current approach to customer service excellence and the KPI’s which are used define existing acceptable service.

The initial sessions will ensure there is a good business and cultural fit along with the potential for an exceptional business deliverable. numero will only recommend that clients proceed if there are clear benefits to be gained.

Review business functions, identify opportunity, quantify benefits

The second stage of numero act is an onsite study of operations. The study usually involves our professional services team and solution architects working alongside the prospect organisation's contact centre/back office staff to understand fully the current operational position including the processes, costs and KPI's. We term this the 'As is' position.

We endeavour to establish the aspirational (or strategic) aspects of the customer service function – including service improvements, service enhancements and timeframes. The key business processes are usually reviewed, assessed, quantified and re-modelled.

numero concludes this stage by working-up a business case with a 'Burning Platform' style of delivery (with 'As Is', 'So What', 'Rescue', 'Proof' and 'the Call to Action' components). numero validates all findings prior moving to the next stage.

Present findings, proposed solution, projected benefits and ROI

A central aspect of numero act is the Playback stage which usually takes the form of presentations to key stakeholders (usually Executives, often at Board Meetings).

• User groups, systems, processes and functions
• The action plan for the proposed solution including the associated effort, resources and timelines
• User, transaction and hardware scoping with associated cost estimates
• The benefits of a numero solution including annualised benefits and the Return on Investment model
• Proposed commercial terms

numero commercial term are typically linked to the cost/benefits case and specifically linked to delivering compelling ROI’s. Most numero solutions target a payback period of less than 6 months.

Acceptance of ROI and solution, budget secured and contract agreed

As part of this stage of numero act, prospective clients are introduced to existing numero clients, typically through site visits, face-to-face meetings and the provision of references. This critically important stage allows organisations to see our solutions in an operational context and gain reassurance from peers before approval to engage.

A numero implementation is normally a strategic solution involving a number of the organisation’s operational units (such as customer services, marketing, IT, contact centre, back office etc). The benefits of the solution will be significant and typically delivered within a short time frame. The Approval stage ensures required resources and procedures are identified, prioritised and put in place to meet implementation milestones.

Client contracts typically take the form of a client-approved business case solution delivery program. This ensures the benefits translate directly to deliverables with success measures supported by a clear program of works. As part of this stage, numero proposes formal agreements for all the elements of the solutions including the Software Licence, Professional Services Contracts and Annual Support Agreements.