Be Data-Driven, Not Data-Reactive

Be Data-Driven, Not Data-Reactive

It may be true that data drives all successful businesses today, but who is in the driver’s seat, you or your data? In many businesses reactive management practices let the data call the shots without proper analysis, leading to costly mistakes or missed opportunities.

Looked at in a more positive manner, using your data properly can save time and create opportunities to grow your business. We see this most clearly with our manufacturing clients, who have started updating and tracking job data in real-time to identify and address issues before they create delays in production.

Being Data-Driven at Service Companies

Service companies, however, have not been as quick to build data practices that leverage the power of real-time data access and analysis.  For example, service companies know that references are a common request from prospects, but at best most companies keep a list of customers willing to refer without updating it, leading to prospects getting directed to old or even negative contacts.

A data-driven service company would create a process to regularly update CRM records to flag accounts willing to make referrals and the last date the customer indicated the willingness to be a reference. A company truly in the driver’s seat of its data would also make that data available to sales representatives to filter by age, job type, and job size to allow for quick access to a short list of active and relevant referrals.

Real-Time Data for Service Saves

Real-time data for references is just one aspect of driving a service business with data. Using data like a manufacturer to identify quality issues before they become serious requires proactive (real time) use of data.

Asking customers for feedback on a job should be just the start of your quality control practices. Customer surveys, the shorter the better, completed after the job, allow you to not only react to a service issue that needs to be addressed immediately, but should be recorded to help track the quality of crews, teams and individual employees.

When you capture service quality data and analyze it on a regular basis (or even better, build intelligence into your platform to alert you) for performance issues, you can proactively address issues at the most appropriate business level – management, supervisor, or employee – saving time and money replacing customers lost due to quality and customer service problems.

Since 2004, Triple Helix has provided data and information systems for the aerospace and manufacturing industries as well as businesses in the service, healthcare, and non-profit sectors. Our solutions complement existing technology investments to avoid costly replacements. Contact us if you would like to schedule a risk-free consultation to see if Triple Helix can help your company better organize, access, and analyze your data.

About The Author: Jason Bittner

CEO and founder of Triple Helix Corporation, since 2004. Has worked closely within the Aerospace / Defense / Manufacturing industries for over two (2) decades, solving technical challenges with integrating data and information technologies with best business practices. Jason seeks to educate and inform his readers with the latest news about the information management space, along with insights into how best to operate our companies now and into the future.
October 23rd, 2019

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