By Alexandra Tucker
February 8th, 2018
Wishing all the Barhead community a wonderful new year and a very successful 2018. Reflecting on some great events in 2017 was the Twilight sailing with 6 different NFP industry executives. This was an opportunity to bring some like minded industry professionals together, entertain them, sail around Sydney’s beautiful harbour therefore providing a relaxed environment to allow peers to chat about all the common issues.
Our guests were:
QPASTT (Queensland Program of Assistance to Survivors of Torture and Trauma)
Join us for Sailing in 2018 by completing the form below or email@example.com / 1300 DYN 365
Cheers from the Barhead Crew
Barhead sponsor Pilgrim sailing, a 58 foot luxury yacht which sails around Sydney Harbour for 6 months of the year. We entertain our clients and partners on board, participate in team building exercises with racing events and join in Sydney’s Big Boat Challenge plus private charters. Contact us if you are interested in joining us 1300 DYN 365 firstname.lastname@example.org
They say that as one door closes in life, another one opens.
Life is sometimes full of those “sliding doors” moments where you wonder what would have happened had I not done this or had I made a different decision at that point. Joining Barhead and leading Barhead into Queensland might be one of those moments.
In my CRM focussed career, I have always sought to work for a company where I can achieve great things, working with amazingly talented people in helping clients transform into Customer Centric organisations to delight their customers. I’m lucky in that, by and large, I’ve often been able to tick most of these boxes. However, there was often a certain “x” factor missing.
Therefore, being approached on LinkedIn by a company called Barhead did nothing to immediately give me cause to get excited. People who know me realise that I do like the odd drink or two. Therefore the thought of joining a company called Barhead might seem apt. However, despite my lukewarm initial response, I strangely did not treat the email as junk and decided to do a bit of research. This research reinforced that in the world of CRM, the founders of Barhead are indeed widely respected and proven leaders who have often achieved what I have always sought to do.
I met up with one of the co-founders, Ken Struthers, after the Microsoft Ignite conference. On meeting Ken, I was immediately taken by his vision, honesty and his approach in building Barhead to a blueprint he had established as a founder of Cloud Sherpa’s. Together with co founder, John Orrock and several loyal ex Sherpa’s, they had realised that Microsoft are developing a cloud platform that can enable genuine digital and business transformation. This platform is the foundation to allow Barhead to soar far higher than anything they had ever done with Cloud Sherpa’s.
Despite Barhead being a young company, they had already grown the company significantly offshore and in Sydney with an impressive list of delighted clients. Melbourne is also now established since that meeting in February and the team is growing fast. Here was an opportunity to help build a presence in Queensland for a company which shares my values and passion. The more I learned about Barhead from talking with the likes of Microsoft, Marketo and other partners, the more excited I got.
I joined Barhead at the end of March and now, after a few weeks at Barhead, I realise that the company name refers to the Bar headed Goose. Having seen wildlife documentaries on these amazing birds, I now understood how apt a name it was for the company.
So my mission is to introduce and build the Barhead business in Queensland. This means that I will be wearing many hats from Account Manager to Business Analyst, from Recruiter to Alliance Manager. Barhead offers a very different value proposition to other organisations I have worked with.
I believe this value proposition will be compelling to many Queensland based organisations who have often gotten bogged down in lengthy and costly projects that fail to deliver outcomes. Barhead is refreshingly different in being nimble, personable and transparent.
I’m excited to be a Barhead and hope that over the coming months, many of my fellow Queenslanders will get to know what it is like to soar with Barheads.
Living in an era where customer experience is key to establishing, grow and retaining business, organisations are continuously looking at ways to meeting and exceeding customers’ expectations. Often this is achieved by reviewing current business processes, identifying issues and areas for improvement, and evaluating tools to help alleviate these issues and introduce more efficient processes. The end outcomes are better and more unified communications, faster turnaround of services, and increased customer satisfaction.
With the rise of cloud-based solutions and subscription-based pricing model, organisations are always searching for readily available technologies such as Microsoft Dynamics 365 / CRM Online to enable them to rapidly implement and deploy solutions to cater for their needs around customer engagement, including in the areas of Sales, Marketing and Service. Faced with ever-present customer demands, and often IT unable to keep pace, organisations are shifting from traditionally IT-run projects to now business-sponsored models. Attracted by the premise of faster business case approvals, lower upfront investments (CapEx), quicker go-to-market (therefore ROI), and continuous improvements, more and more IT projects abandon Waterfall in favour for Agile.
In an Agile business-led project, the involvement of IT will be reduced, and vary throughout the project stages, but will never diminish completely. The role of IT is a technology enabler within the organization.
Getting the buy-in from IT early will help greatly the business in all stages of the project. During the inception or discovery phase, when the business is evaluating technology options, IT plays an advisory role on feasible options that align with the overall IT roadmap. IT can share recent successful (and not-so-successful) experiences that the business is worth noting. IT may also help assess non-functional aspects that the business may not be familiar with, such as compliance with information security and data residency policies, system uptime, and availability; all of which will contribute to the successful project outcomes.
The business may engage contractors or external consultants such as Barhead Solutions to capture product backlog and deliver in sprints. They play a role in identifying IT dependencies. The role of IT as a technology enabler is to provide resources required, such as providing licenses, enabling single sign-on, providing email connectivity with the current Microsoft Exchange infrastructure, and decommissioning any legacy systems being replaced by the new solution. In more complex scenarios requiring interactions with other IT-owned systems such as data warehouse for invoice reconciliations, IT will be required to provide the relevant Subject Matter Experts (SMEs) to enable the integration. A typical Agile project usually doesn’t have dedicated resources and rely on Business as Usual (BAU), therefore planning is essential to ensure IT resources are given plenty of notice and are available at the right time to avoid conflict of priorities and project delays.
The role of IT is just as crucial in the release stage. In an organisation that follows the ITIL service management framework, IT plays a major part in reviewing and providing approval to the solution release plan in a regular Change Advisory Board (CAB) forum. After all, they will be providing BAU support to the solution after the release. Again, planning is key, and hence the importance of going hand-in-hand with IT throughout the project.
Barhead Solutions have demonstrated experience and a proven successful track record in working with businesses and IT to deliver Microsoft Dynamics 365 / CRM Online solutions. Contact us to realise your benefit sooner.
The Ayala Group ICT Summit is an annual event that brings together the CEO’s, CIO’s and key staff from the various Ayala Group companies with an interest in Information and Communications Technology. This year’s theme, “Evolving ICT: Enabling, Transforming, Redefining the Future”, focuses on the evolution of ICT with the continuous changes and process adaptation over the past decade. The summit will highlight the key trends and technologies in ICT such as Internet of Things, Cloud Computing, Big Data & Analytics, Cyber Security, Messaging, Collaboration & Social Media, and Transforming to Hybrid Infrastructure. Barhead is a platinum sponsor and will be onsite to share and demonstrate some of our innovative cloud technologies and solutions.
Dale Rankine, Head of Innovation for Barhead and CEO/Co-founder of Reekoh, will be giving a talk on the Internet of Things. One of Barhead’s valued technology partners, Reekoh is an Internet of Things Application Integration Platform for connecting devices, sensors, and data to the best-of-breed cloud and enterprise software or applications.
We will also be having a session about Data Science – what it is and how businesses can use Big Data to gain valuable insights and make informed management decisions. Big Data is fast becoming one of the driving forces in enabling businesses provide better services, streamline their workflows and improve customer relationships. Learning how to harness that data will be an advantage for any business.
Last year’s ICT Summit was attended by over 500 participants. It was a great opportunity for companies and professionals in the Information and Communications Technology practice across the Ayala Group of companies to get together, exchange ideas on latest innovations. We are looking forward to this event and we hope to see you there too.
Ayala Group ICT Summit 2016
Evolving ICT: Enabling, Transforming, Redefining the Future
August 12, 2016, EDSA Shangri-La Hotel, Mandaluyong City
Eastern Communications has been looking into cloud-based solutions as an integral part of its plans in improving the productivity of its team. As one of the premiere business connectivity solutions provider and the first ISO-Certified telecommunications company in the Philippines, it was important for the company to find a robust and scalable solution.
Microsoft Office 365® quickly became its platform of choice. Office 365’s cloud based enterprise class technology solutions based on Exchange Online, SharePoint Online and Skype for Business was a perfect fit in providing better collaboration and communications tools that would be integral to the daily operations of Eastern Telecom’s team.
Barhead was chosen to plan, implement and migrate their current systems to Office 365.
Once the systems were in-place and thoroughly tested, we created all of the individual accounts for the company’s team. Over 650 emails were migrated from their legacy Exchange 2007 complete with corporate disclaimers and auto-reply emails.
We also conducted on-site training sessions for both the end-users and the IT personnel that would eventually handle the day-to-day maintenance of their new cloud-based systems. The end user training was a 2-hour classroom affair, covering tips on how to make the most out of Office 365 and its powerful suite of tools. The IT staff training was a whole-day session that covered basic maintenance, troubleshooting and management.
Talk to us now and find out how we can make your move to the cloud quickly and trouble-free.
In order to make the bureau more transparent and accessible to the general public, the Philippines’ Bureau of Customs recently launched a new customer care initiative called the Bureau of Customs Customer Assistance and Response Services (BOC-CARES) last June 2016. The new service uses Microsoft Dynamics 365 to serve as the bureau’s one-stop customer service and assistance center providing easily accessible and timely support.
With Dynamics 365, Customer Service Representatives of BOC can now better manage and deal with inquiries from brokers, importers and exporters about National Single Window (NSW) concerns, Balikbayan Box tracking and general updates on contact details and shipping information. Base cases were built into the system along with the required spiels to help guide agents in handling callers properly and to expedite the resolution of cases. Social Engagement is also enabled to expand presence of BOC-CARES in social media. Other tools such as calculators were also made available to assist agents deal with callers better.
Should the front-line agents need more expert help in resolving cases, the agents can immediately escalate the case to a supervisor or if needed, a subject matter expert. The system automatically queues the case to the first available supervisor or subject matter expert. The progress of each case can be tracked in detail from start to resolution allowing the management to evaluate their processes and make improvements down the line if needed.
By providing agents and the management team with all the tools they need to evaluate, track, and address all customer calls and cases, Dynamics 365 has enabled BOC-CARES to deliver a fast and satisfying customer assistance service, evidenced by resolution rate of 99% of all of its cases in its trial run.
It took only less than 2 weeks to implement the technology, thanks to Barhead’s Dynamics 365 Xpress service offering. By signing up to the service, any organization can adopt fast to Dynamics 365 through out-of-the box configuration, training, and administration handover to be provided by Barhead experts.
Talk to us now and find out more about Dynamics 365 Xpress and how it can help you build meaningful and lasting relationships with your customers.