Scenario - bxp for Innovation

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1 Overview

Innovate or die!

A well known mantra of businesses globally is to continually seek ways to innovate. The challenge with innovation is the inherent risk. bxp is uniquely positioned to remove a vast number of the risks and facilitate faster routes to market.

This article examines some ways of innovation within current processes and how bxp accelerates their deployment

2 How to Innovate

There are many great sources on the Internet to help. Here are some of the highlights.

  1. Copy someone else’s idea.
  2. Ask customers.
  3. Observe customers.
  4. Use difficulties and complaints.
  5. Combine. Combine your product with something else to make something new.
  6. Eliminate. What could you take out of your product or service to make it better?
  7. Ask your staff.
  8. Plan. Include targets for new products and services in your business plan. Write innovation into everyone’s objectives.
  9. Run brainstorms.
  10. Examine patents.
  11. Collaborate. Work with another company who can take you to places you can’t go. Choose a partner with a similar philosophy but different skills.
  12. Minimize or maximize. Take something that is standard in the industry and minimise or maximise it.
  13. Run a contest.
  14. Ask – what if? Do some lateral thinking by asking what if…..?
  15. Watch the competition.
  16. Outsource.
  17. Use open innovation.
  18. Adapt a product to a new use.
  19. Try Triz. Triz is a systematic method for solving problems. TRIZ on Wikipedia
  20. Go back in time.
  21. Use social networks.

  1. The What is? question explores current reality. Its focus is discovery – uncovering the deep unmet needs of whatever stakeholder group we want to innovate for. It uses design tools like journey mapping to help us do that. It culminates in the creation of a set of data-driven design criteria that will guide our idea generating processes.
  1. What if? uses the design criteria from the first stage to generate a large number of ideas that we will turn into new concepts. It uses design tools like brainstorming to create “napkin pitches” that capture the user case for the new concepts we have generated.
  1. What wows? our third question, introduces the experimental dimension using tools like assumption testing and prototyping, core elements of design thinking. It helps us to narrow down our choices, and ends with the design of some small bets that allow us to address the fourth question,
  1. What works? by interacting in the real world with actual users through our small experiments.

  1. Have a mission that matters
  2. Think big but start small
  3. Strive for continual innovation, not instant perfection
  4. Look for ideas everywhere
  5. Share everything
  6. Spark with imagination, fuel with data
  7. Be a platform
  8. Never fail to fail

3 Innovation in action

One of the biggest challenges to Innovation is the investment not only of time but also of money. bxp allows for solutions to be developed quickly and exceptionally cost effectively reduce both these risk. Our clients over the last decade have innovate through us and with us.

bxp very easily allows process flows, work flows and procedures to be updated and changed by operational teams. Removing the barriers usually associated with having to include the already overstretched resources of the IT deparment, frees up operations to innovate as needed. Here are some examples:

3.1 Process

It is possible to build an outbound campaign from an Excel spreadsheet of data in seconds. One observer of the system stated, "what I waited for 2 weeks for my IT department not to do, I accomplished in 11 seconds on your system." Form_-_Create_from_Excel

In 2010 the volcano in Iceland erupted. A government department using bxp was able to modify the system at 09:00 when its lines opened. By 18:00 that evening live statistics were delivered to a national newscaster to be able to report on the disruption it had caused to travel plans. The system was modified by a Team Leader with permission and the reports were generated in real time. Form_Add_Answer_Values

One organisation who operated such secure systems practices that staff were required to use paper to manage leads, was able to completely remove paper from their operation and as a result had operational reporting and ability to work as a team. Scenario_-_bxp_and_managing_work

All companies have a legal (data protection) requirement not to harass customers. Managing that across many campaigns, often for diverse campaign reasons, led to difficult data warehouse solutions and complicated cleaning processes. bxp created person-centric design and the challenging area was instantly cleaned up. Scenario_-_bxp_and_Person-centric_design

A dentist practice in Holland requested that their agents be able to fill in appointments, into time slots which the Dentists managed themselves. So a dentist set up the time slots they were available and agents could fill into only the slots that were flagged as free. The Appointment Diary module was created Module_-_Appointment_Management

3.2 Communications

A financial institution wanted to convert cold outbound leads into interested warm inbound leads. Applying a scheduled communication to the customer at a specific time interval before their contract was due to expire, triggered an inbound contact from the customer. The customers were happy to be reminded and the sales conversions exceeded 50% per contact. Scenario_-_bxp_for_the_Financial_Sector#Role:_Scheduled_marketing_tool

Communicating "next step" acctions on a support phone line is usually a matter of a lot of memorisation. For new agents to follow process steps can be daunting. LogicFlow provides consistent, step by step for new and experienced users alike and communicating to all the business process the organisation wants followed. Module_-_LogicFlow

Modern email system provide email tracking on open rates and dispaly rates. bxp incorporates those capaiblities but extends on them by directly integrating with call centre operations so that when a user clicks a link in an email an agent in the call centre can be lined up to call them immediately. Communications_-_Email_Clickthru Scenario_-_bxp_API_-_Call_Me_worked_example

3.3 People

The Help Me engine of bxp combined with the Suggestion Box The_I_Want_To_bar and the "Did you know" bar Did_You_Know were all designed to allow staff to provide feedback. That feedback has allowed our clients improve but also allows the developers to see instantly where an issue or good idea may be applied. The can do attitude of the All n One team has seen people suggestions become some of the best solutions availble in bxp.

One team leader asked could the items in the Information Centre be tracked so she could see which team members had actually read the messages. Confirmed Read messages were born. Information_Centre_-_Read_Confirmation

One client asked would it be possible to combine data from four separate sources from four different systems into a single source with a single output thus saving four full time team members reporting time. From this MetaData was created which saves hundreds of person hours through automation and centralisation of data. MetaData_-_Overview

Gamification is an overused and frequently misunderstood term. Gamification should be used to modify behaviour. Understanding the psychology and the proper application of Gamification is essential to make benefit of the approach. All n One not only understand and support the programs to our clients, the bxp Gamification module enbales these principles to be easily implemented. Scenario_-_bxp_for_Gamification

3.4 Information

When working on phone calls, call centres can turn to the phone system to get reports of how long work is taking. bxp introduced activity time. Now times for emails, post and calls could be recorded and compared with no extra work required on the part of the user. Case_Activity_Reporting

One bxp client wanted to be able to visualise where lapsed customers were to begin door to door campaigns. They hadn't the budget for a costly geo planning tool. Instead by running the addresses of the customers through Google's Geo API and visualising the results on Google Map the same effect was achieved with a tiny expenditure. Google_LatLong_Translation

bxp comes with a wide variety of canned reports Data_Profiling_-_Report_Gallery. However when creating a Management Information System (MIS) or Executive Information System (EIS) customised reporting is needed. KeyStats allows for Excel type reports to be built but with live data feeding them. Module_-_KeyStats Add into the mix the capability to completely customise the visualisation of the reports using the customisability of FusionCharts and effective Information becomes a reality. FusionCharts. KeyStats is a solution is so effective we rely on it to run our internal Technical Operations Centre.

Quality is an ill defined term for all organisations. All n One not only refined the term but also built a tool that can be universally applied to any process to deliver Quality Control. Scenario_-_bxp_to_create_Quality_Assurance_programs The output of the quality has many innovations in it with the biggest being SMARTER plans. SMARTER plans are self generating training plans, customised by person, based on the questions they get wrong in the QC assessments. QA_-_SMARTER_plans

3.5 Enabling technology

A field sales company needed to be able to perform data entry in areas where there was no internet converage. Off line forms were created to facilitate them. Using_Forms_Offline

bxp is flexible enough to be used for prototyping ideas and sandboxing concepts. An old AS400 solution was the primary data source for a large telecommunications organisation. Through the export of one structured report on a scheduled basis, bxp became the wrapper and within days a solution that was confined to head office was securely and instantly availble to all staff located in over 70 field stores nationwide. Scenario_-_bxp_as_a_System_Wrapper

A client asked would it be possible to have a till without having to buy a till. Integration with Realex realise their request. Realex_Outcomes

Error management is part of any computer system. bxp take support to a completely different level through innovation. We trap every possible error that can be experience and we enumerate them. Through social engineering we remove the fear of errors and return them to what they are ... i.e. notifications. The All n One team are notified in real time of every notification from the system. We can tell which user, at which IP address in which module doing which function and working on which record is experiencing a notification. We can then ring in real time to assist the user and help them address their challenge. Meet_the_Hamsters

bxp modules interoperate. The systems integrations hooks allow any amount of external sources to be integrated into bxp including Active Directory, numerous API end points and a variety of other data sources. The bxp API allows bxp to be a "secure database in it's own private dcloud." bxp integrates more and more the Internet of Things (IoT) and hides the complexity of inter-system operation. bxp API bxp even has a dedicated API for mobile app developers. Bxp_API_-_APP_API

3.6 Complimentary Growth

All n One's directors and team have a wealth of experience in planning, building and delivering call centre infrastructure and business process outsourcing operations. Meet_the_Team So much so that bxp was used in alpha and beta testing on All n One's own call centre clients for the first three years of its operation. About_All_n_One The solutions we have created have been award winning. Release_History#Award_History When it was fit for market it was launched. That growth and real world experience helps All n One to help its clients grow with the confidence in knowing real world answers are coming from people who have experienced the same challenges. Scenario_-_bxp_for_Process_Owners_and_BPO_management

bxp is constantly innovating and evolving. Our latest updates reflects just how quickly our solution changes and the continual process of improvement employed by us and our clients. Latest_Updates

4 Next steps

So why not give us a call and let us innovate with you. Give Nick a shout on +353 1 429 4000 or email us at

5 Definitions

To help clarify our point of view on a few of the terms above we provide some definitions.

5.1 Innovation

The Business Dictionary defines Innovation as:

The process of translating an idea or invention into a good or service that creates value or for which customers will pay.

To be called an innovation, an idea must be replicable at an economical cost and must satisfy a specific need. Innovation involves deliberate application of information, imagination and initiative in deriving greater or different values from resources, and includes all processes by which new ideas are generated and converted into useful products. In business, innovation often results when ideas are applied by the company in order to further satisfy the needs and expectations of the customers. In a social context, innovation helps create new methods for alliance creation, joint venturing, flexible work hours, and creation of buyers' purchasing power. Innovations are divided into two broad categories:

Evolutionary innovations (continuous or dynamic evolutionary innovation) that are brought about by many incremental advances in technology or processes and revolutionary innovations (also called discontinuous innovations) which are often disruptive and new.

Innovation is synonymous with risk-taking and organizations that create revolutionary products or technologies take on the greatest risk because they create new markets.

Imitators take less risk because they will start with an innovator's product and take a more effective approach. Examples are IBM with its PC against Apple Computer, Compaq with its cheaper PC's against IBM, and Dell with its still-cheaper clones against Compaq.

5.2 Sandbox

Wikipedia defines a Sandbox as

A sandbox is a testing environment that isolates untested code changes and outright experimentation from the production environment or repository, in the context of software development including Web development and revision control. Sandboxing protects "live" servers and their data, vetted source code distributions, and other collections of code, data and/or content, proprietary or public, from changes that could be damaging (regardless of the intent of the author of those changes) to a mission-critical system or which could simply be difficult to revert. Sandboxes replicate at least the minimal functionality needed to accurately test the programs or other code under development (e.g. usage of the same environment variables as, or access to an identical database to that used by, the stable prior implementation intended to be modified; there are many other possibilities, as the specific functionality needs vary widely with the nature of the code and the application[s] for which it is intended.)

5.3 Enbaling Technology

Wikipedia defines "enabling technology" as

An enabling technology is an invention or innovation, that can be applied to drive radical change in the capabilities of a user or culture. Enabling technologies are characterized by rapid development of subsequent derivative technologies, often in diverse fields.