Markets we Serve

Business Support  |  Commercial  |  Local Government

 

Business Support

The ongoing restructuring of the public sector business support network, has presented all Business Support Organisations with the opportunity to deliver real change in the quality and reach of business support services in their areas.

Central to this Government strategy is the move from a ‘One Stop Shop' partnership approach to a ‘First Stop Shop' model, embracing both the private and public sector.
The key is to develop flexible solutions adaptable to ongoing change. 
Being able to absorb these changes quickly and with minimal impact to the systems will provide competitive advantage.

The solutions Silverbear has developed in this area draw upon our vast experience in developing and implementing new customer relationship management and marketing solutions, accessed through a single web-enabled gateway, and specifically designed to provide clients with a far superior service.

This new ICT infrastructure, coupled with a redefining of internal roles and processes, has enabled our customers to build a deep knowledge base of both their customers' needs and suppliers' capabilities.  Supported by on-line diagnostic and client surveys, we are able to predict trends, spot opportunities and nurture networks. All are tailored to meet individual customer needs and, in doing so, provide real added value.

 

Business Support – Key Business Issues

1 - Increasing Market Penetration, Customer Satisfaction and Gross Value Added

The new business support network has been set ambitious and stretching targets particularly in terms of:

• Market penetration
• Customer satisfaction and
• Gross value added

By working with Silverbear, Business Support Organisations can tackle each of these three objectives in a co-ordinated way - as well as reducing workload and providing easily accessible and segmentable customer data.

Our solution maps every stage of the customer journey and makes all your customer transactions visible to all your people.
Use of the web as a service deliverer, as well as a proactive marketing tool, is helping our Business Support customers not just meet their targets but surpass them!

Your solutions include:

• Instant message delivery to highly targeted audiences, survey based diagnosis and efficient, automated methods of drawing people into the organisation via the most appropriate medium.
• Integration between website and client management system.
• The Silverbear Portal that takes the website management and administration away from IT specialists and places it back into the business.
• Campaign Manager – an email-marketing tool integrated into the client management system.
• Survey Manager – the ability to conduct online surveys.
• Events Manager – an online events management tool enabling third party event organisers to administer and publish events directly on the portal, and for clients to pay online.
• The Corral intranet and extranet product, which allows for greater collaboration internally and externally with partners and suppliers.

2 - Active Brokerage

Business Support Organisations must create a new type of assistance based on ‘active and impartial brokerage'.
This shift from direct delivery to broker means really understanding both customer needs and supplier capabilities. Knowledge management is now paramount.

This requires the development of both formal and informal channels of communication and knowledge systems to ensure local businesses have access to the very best level of service wherever and whenever they want it.

3 - Accessing and Measuring the Effectiveness

Being able to demonstrate effectiveness and value for money is now critical.

A consistent approach to data collection and analysis will help to ensure the right markets are receiving the right services from the most appropriate service provider at the most appropriate time.

4 - Understanding and proactively reacting to the business community

To be able to offer businesses the most appropriate services at the most appropriate time, it is fundamental to understand their needs and aspirations.

As information is collected on customers, this knowledge can be used to:

• Identify profiles
• Key sectors
• Growth trends and patterns
• Learning styles and
• Communication preferences

So more than ever before knowledge is king.

People thinking of starting their own business and new and established businesses must be the beneficiaries and these benefits need to be measured and monitored to ensure improvement is sustainable.