QuickBase for the Outside World: Building for Field Users, Clients and Vendors
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If your QuickBase apps don't serve workers in the field, mobile users, clients or vendors, you’re missing tremendous value, and we’ll show you how to get it. In this session, you'll learn how to integrate users outside of company headquarters to achieve seamless communication, visibility, tracking, and performance. This includes mobile and tablet users with work assignments, electronic signatures, approvals, scanning/QR codes, electronic payments, and more. Take QuickBase to the next level of power and value with these practices.
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QuickBase for the Outside World: Building for Field Users, Clients and Vendors
- 2. 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
- 3. #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
- 4. #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.
- 5. #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!
- 6. #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!
- 7. 1 Seeing and seizing the Opportunities Beyond HQ
- 8. #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?
- 9. #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?
- 10. #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.
- 11. #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
- 12. Client Success Stories Case Study 1: FLYTE Group2
- 13. #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.”
- 14. #EMPOWER2015 Solution: Client Dashboard for Real Time Updates Ensures accuracy, provides formality and enfranchises key customers. Client Air
- 15. 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
- 16. #EMPOWER2015 Client Success Case Study 2: Towersource, Inc.
- 17. #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.
- 18. #EMPOWER2015 Solution: Smartphones Capture Field Documentation Automatic upload of photos and details occurs upon established connection. .
- 19. 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!”
- 20. #EMPOWER2015 Client Success Case Study 3: Company B
- 21. #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.
- 22. #EMPOWER2015 Solution: QuickBase Records Case File Notes, Time Entry Ensures legal demands are met, diagnostics assigned by patient and timecards submitted.
- 23. 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
- 24. #EMPOWER2015 Client Success Case Study 4: Niki’s International
- 25. #EMPOWER2015 Case Study 4: Communicating with Vendors VP Company: Pain Points:
- 26. #EMPOWER2015 Increased customer satisfaction, expedited invoicing and payments. Solution: Vendor Portal Streamlines Jobs—No Confusion
- 27. 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
- 29. Approach for using QuickBase beyond HQ
- 30. #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)
- 31. #EMPOWER2015 What do I do with these Opportunities? Customers Opptys/ Sales ActivitiesDocs Ask/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
- 32. #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/ Tell Docs Vendor Dashboard
- 33. #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
- 34. #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!
- 36. Thank You!
- 37. #EMPOWER2015 Need help? Leigh Suskin lsuskin@advantagequickbase.com 303.885.6963 Scott Wyatt swyatt@advantagequickbase.com 303.394.4120