QuickBase for the Outside World: Building for Field Users, Clients and Vendors
37
Transcript of QuickBase for the Outside World: Building for Field Users, Clients and Vendors
QuickBase for the Outside World: Building for Field Users, Customers, Vendors
Scott Wyatt
Founder and CEO, Advantage Integrated Solutions
Leigh Suskin
Vice President, Client Success
#EMPOWER2015
• About Advantage Integrated Solutions, Scott and Leigh
• Identifying the Outside Opportunities
• Client Success Stories and Video Testimonials
– Case Study 1: Inviting key Clients into QuickBase at FLYTE Group
– Case Study 2: Using QuickBase Offline in the Field at Towersource, Inc.
– Case Study 3: Using QuickBase via Tablets in the Field
– Case Study 4: Communicating with Vendors at Niki’s International
• Getting the Value of QuickBase beyond HQ
AGENDA
#EMPOWER2015
Advantage Integrated Solutions
Advantage has unique capabilities and experience delivering Enterprise-scale
solutions that enable broader, more complex, and valuable QuickBase use.
Our management, consulting and development staff come from Fortune 500
companies and consultants to Fortune 500 companies.
Our backgrounds fuel our desire to understand client operations, help optimize
workflows and processes, and use QuickBase-based solutions as the system support
for those improved workflows.
#EMPOWER2015
BIO –
Scott Wyatt
- Founder and CEO of Advantage, an original certified QuickBase Solution Provider.
- 15 years of business management and process expertise with leading companies
- 12 more years as an expert in QuickBase, consulting and developing solutions for
leading companies to improve their information, workflows, productivity and
processes.
- Regular speaker and thought leader in this space.
- Two Truths and a Lie…Stay Tuned!
#EMPOWER2015
BIO –
Leigh Suskin
- Attended Smith College and then George Washington University for MBA
- 17 years at consulting firm/ think tank CEB, led Revenue team for FLAREOps
Division (Finance, Legal, Real Estate, Operations)
- Moved into the technology space in 2010 to combine consulting and client success
skills with immediately impactful, transformational, technology solutions
- Two Truths and a Lie…Stay Tuned!
1Seeing and seizing the Opportunities Beyond HQ
#EMPOWER2015
Because bringing your field reps, vendors and sometimes
customers and others into your QuickBase environment can
create seamless communication, visibility, tracking, increase
throughput, save money, and improve performance. It is new
business best practice.
Why go down this path?
#EMPOWER2015
We have a lot of “request and fulfillment”- type emails coming in…
(An email or phone call is not a good service request!)
We email customers reports, statuses, etc…
Field Reps are emailing us spreadsheets…
We don’t know the status of work in the field…
Our customers are placing orders by phone and email…
We’re placing orders with vendors by phone or email…
Our Reps have to carry a lot of paper because they don’t have access to the docs or info
in the field.
Where are those Outside Opportunities?
#EMPOWER2015
If your outside parties don’t have their place in your systems, you’re down to email and telephone tag, and that is an outdated place to be.
#EMPOWER2015
Bringing them in can speed up your business, reduce errors and risk, and improve client relationships: it is a competitive advantage within your grasp.
HQ
HQ
HQ
CUSTOMER
FIELD USER
VENDOR
Client Success Stories
Case Study 1: FLYTE Group2
#EMPOWER2015
Case Study 1: Inviting Critical Clients Into QuickBase
VP
Company:
FLYTE Group is a globally focused travel firm with personalized service,
value and experience in worldwide accommodations and aviation services.
Pain Points:
• Urgent communication delivered ad-hoc and informally.
• Communication with top clients inconsistent with FLYTE Group standard
of customer service.
• Huge financial implications due to human error
“Our service is always delivered at no cost to our customers. We
leverage high volume to negotiate lower hotel rates than our
customers would otherwise find on their own. Hotels pay us. Our
customers benefit from concierge service and lower rates; a ‘win
win’. We do the work, and the client reaps the rewards.”
#EMPOWER2015
Solution: Client Dashboard for Real Time Updates
Ensures accuracy, provides formality and enfranchises key customers.
Client Air
Our business is about over-the-top service and catering to celebrities. Our top clients now have technology that facilitates that service ethic around the clock. They are always up-to-date and always pampered—in the air or in the QuickBase cloud.
Jim Fausel—Owner, FLYTE Group
#EMPOWER2015
Client Success Case Study 2:
Towersource, Inc.
#EMPOWER2015
Case Study 2: Using QuickBase Offline In the Field
VP
Towersource, Inc:
Pain Points:
• Project demands frequent written and photo documentation of progress.
• Field workers are without any reception as they are building cell towers.
Engineering, construction, and project management services for wireless
telecommunications industry clients.
• Main client (one of the largest telecommunications companies)
represents 70- 80% of their business, pays with POs, and requires hours
of weekly meetings to review progress and payments.
#EMPOWER2015
Solution: Smartphones Capture Field Documentation
Automatic upload of photos and details occurs upon established connection.
.
MEET LIZ COLLEY FROM TOWERSOURCE—”
“The vision for our custom portal was to resolve communication issues with our largest client. This expedites the PO process, gives them access to real-time project progress and saves hours in productivity (weekly) for both companies!”
#EMPOWER2015
Client Success Case Study 3:
Company B
#EMPOWER2015
Case Study 3: Using QuickBase Via Tablet in the Field
VP
Company B:
Pain Points:
Home health workers have complex diagnostics and different responsibilities with
each patient.
Industry legally demands documentation and case notes for every home health visit.
$1.5B Revenue
~45,000 employees
Largest privately-held home care provider to seniors and largest provider of
education, vocational training and job placement.
#EMPOWER2015
Solution: QuickBase Records Case File Notes, Time Entry
Ensures legal demands are met, diagnostics assigned by patient and timecards submitted.
Our QuickBase application has become the formula we incorporate into our sales pitches, and one of the reasons we rarely lose to competitors.
Program Director—Company B
LIKELY TO BECOME A VIDEO TESTIMONIAL/STORY FROM RESCARE’s Robert Clark
#EMPOWER2015
Client Success Case Study 4:
Niki’s International
#EMPOWER2015
Case Study 4: Communicating with Vendors
VP
Company:
Pain Points:
#EMPOWER2015
Increased customer satisfaction, expedited invoicing and payments.
Solution: Vendor Portal Streamlines Jobs—No Confusion
Once we implemented our vendor portal, customer complaints have decreased by 85%; vendor invoices are received in half the time, and double bookings have been completely eliminated.
Monique—Owner, Niki’s International
Approach for using QuickBase beyond HQ
#EMPOWER2015
We have a lot of “request and fulfillment”- type emails coming in…
(An email or phone call is not a good service request!)
We email customers reports, statuses, etc…
Field Reps are emailing us spreadsheets…
We don’t know the status of work in the field…
Our customers are placing orders by phone and email…
We’re placing orders with vendors by email or phone…
Our Reps have to carry a lot of paper because they don’t have access to the docs or info
in the field.
Where are those Outside Opportunities? (Review)
#EMPOWER2015
What do I do with these Opportunities?
Customers
Opptys/
Sales
ActivitiesDocsAsk/Tell
Bring Key Business Customers in:
- Add Customer role so they can only
see the tables, fields and reports you
want them to see.
- Create Customer Dashboard with KPI
reports for results, statuses, history,
alerts, news updates, etc…
- Report subscriptions to send them key
reports automatically.
- Give them a table/form to make
inquiries or provide input on what
you’re reporting to them.
- Notifications to the Sales and Service
Reps get and can respond to the
Ask/Tells
Goal: serve customers better with
automatic, self-serve information
Service
Orders
Customer
Dashboard
#EMPOWER2015
What do I do with these Opportunities?
Customers
Opptys/
Sales
ActivitiesDocs
Vendor
Orders
Bring Vendors in:
- Add tables to support vendor order
management
- Add Vendor role so they can only see
the tables, fields, reports you want
them to see (and optional Dashboard)
- Notifications for key vendor and
internal procurement contacts to
facilitate workflow.
- Replace email and phone orders,
statuses, documentation, payment
authorization, and more by doing them
in QuickBase.
Goal: improve your
supply chain order
processing, visibility,
lowering costs
Vendors
Ask/
TellDocs
Vendor
Dashboard
#EMPOWER2015
What do I do with these Opportunities?
Customers
Opptys/
Sales
ActivitiesDocs
Service
Orders
Bring Field Reps in (employees & contractors):
- Add tables to support service delivery
and field worker transactions
- Add Field Rep role so they can only see
the tables, fields, reports you want
them to see.
- Replace email and phone orders,
requests, issue resolution, job
completion, documentation, payment
authorization, and more by doing them
in QuickBase.
- May want custom tablet/mobile
interfaces built to improve field
process and input control.
Goal: streamline the
work, lower costs,
improve visibility,
productivity, and
quality
Service
Reps
Timecard
or
Payment
Request
Docs
Issues
#EMPOWER2015
Account Management Module
Advantage’s AMM puts all QuickBase use
and user info into a QuickBase, for a new
level of info, analysis and management.
Better visibility to all your users’ (internal
and EXTERNAL) use and access, with
tools to automate changes…
Batch user permission changes, copying
and swapping access between users,
and much more.
New: Automatic logging of all changes to
user permissions.
Please visit our kiosk during EMPOWER for a demo of full AMM capabilities!
Discussion and Q&A
Thank You!
#EMPOWER2015
Need help?
Leigh Suskin
303.885.6963
Scott Wyatt
303.394.4120
