From the technology invested by the enterprise to the people hired by the enterprise, through examples to further understand how to achieve scalability in the business.
If you are like most small business owners, you may not have a solid foundation.
But now, if you are ready to expand and are unsure of the know-how to grow your business in a sustainable way, this way you can achieve expansion and growth, but minimize the risks and operating costs, then you come to
Let’s talk about three foundations for achieving business scalability:
1. Choose the right technology
First of all, there is a good foundation which is more obvious than choosing the right technology. Such foundation will not restrict the development of the company in any way, but can expand the enterprise at will.
Establishing a complete call center system can help you avoid spending time on non-scalable, time-consuming details that will inevitably appear with the growth of software (such as manual data entry) and focus on your business
“There are two aspects that distinguish companies from competitors: selling in a modern way that goes beyond traditional sales techniques, and providing excellent customer support. Remember to provide your team with the best tools to achieve these goals!”
Taking CSSC Chengxi as an example, this is a logistics solution for purchasing auto parts for ships.
Their focus is simple-reliable and fast delivery at competitive prices.
In order to achieve this goal, they are always looking for new ways to increase the value of the entire distribution chain and modernize the way they sell to buyers.
They use standard cloud PBX to handle incoming and outgoing calls, but this old system not only requires technical skills for configuration and maintenance, but also has a steep learning curve.
Therefore, they evaluated many PBX solutions until they found a suitable solution-a software that can help them provide quality services and maximize customer engagement.
A good rule of thumb to remember is that your employees should only spend 20% of their time on “software” and 80% of their time on work.
If their job is to serve the phone, choose a phone system with IVR, call queue, call recording, and CRM / help desk integration so that your agent team wo n’t spend a long time operating the software.
Agents should only focus on solving customer problems, not the essence of software.
In the early stages, it is tempting to choose a cheap solution, but when you compromise on price characteristics, you lose not only money, not only money, but also growth, customer trust and efficiency.
When you have 20 members, what works for the business may not work for you at the age of 100.
As a small business, you need to constantly review the process and adjust the workflow to ensure that they are still the best.
2. Continuous revision process
This sounds like a paradox, but it means that what you do cannot be expanded, and then you trim out everything except the basic tasks in the activity so that you can easily expand your business and still retain the star rating
When Airbnb was still a small company, their managers wanted every landlord registered on Airbnb to stay in touch with them, get feedback and build products and experiences that suit them.
They work as temporary photographers because the company is small.
But as the company expanded, they realized that this method of contacting users did not scale well, so Airbnb eventually began organizing parties for the landlord so that they could meet each other and meet the team.
They eventually hired professional photographers for photography, because they have a company with a market value of 35 billion US dollars.
The idea is that when you look at the process, you will determine which parts of the process can be expanded for a complete and intact experience, and which parts can be safely deleted, rather than an experience that does not conform to user habits.
3. Build a future team
For most companies, the biggest expansion challenge is recruitment.
Even in a multi-billion dollar company, the right team members must be hired at the right time.
Changing organizations have changing needs, so it is difficult to predict how long it will take for a given skill.
This is why the CEO of Quibi, former CEO of HP and eBay Meg Whitman hired “one step ahead”.
Fill key positions with people whose skills exceed current requirements.
In this way, the company can grow into an industry leader.
Therefore, she chose to focus on skills rather than confining her resources to experienced people.
Her method is to hire the best talents so that they are full of enthusiasm and dedication to work and work hard.
Building a forward-looking team means you do n’t have to worry about the “right” time to hire new colleagues.
The right opportunity will sit in the cubicle opposite you.
What scalability tips do you have for small businesses?
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