Embarking on a CiA (Connect Intelligence Anywhere) transformation is a pivotal step towards enhancing customer experience and operational efficiency. However, the journey towards this transformation demands meticulous planning and strategic execution. To guide you through this process, Kat Lambert, Avec’s General Manager – Local Government, has given her essential tips when looking at the Request Management Module to ensure a smooth and successful transition.

1. Engage early with key stakeholders

Engaging early with stakeholders is essential for gaining insights into current processes, understanding specific requirements, and defining future state processes. This collaborative approach ensures that the transformation is aligned with business needs and sets the stage for a well informed and effective CiA transformation.

2. Consolidate request types and categories

Consolidating request types and categories involves reviewing and simplifying the existing classifications to create a more user-friendly and efficient CiA platform. This process enhances the user experience, streamlines request management, and aligns the system with operational objectives and customer services goals.

3. Optimise questions for online portal

Optimising questions for the online portal involves reviewing and refining the existing questions to ensure clarity, relevance, and user-friendliness. This process aims to enhance the accuracy of information capture, improve the overall user experience within the CiA platform and improves the time to process customer requests.

4. Use keywords for online portal

Implementing a keyword strategy for the online portal involves identifying the most relevant terms and integrating them strategically to enhance searchability and useability. This approach improves the user experience and helps users quickly find the information or services they need.

5. Seek advice from peers

Seeking advice from peers who have undergone similar CiA transformations allows organisations to benefit from shared experiences, best practices, and practical guidance. This collaborative approach empowers organisations to make informed decisions and anticipate challenges, contributing to the success of their transformation initiatives.

6. Ensure adequate support from experienced resources

Ensuring adequate support from experienced resources with TechnologyOne technical knowledge involves identifying the specific skills needed, engaging experienced professionals, and establishing robust support frameworks. This approach enables organisations to navigate the challenges of the CiA transformation effectively and maximise the potential of the TechnologyOne platform for a successful implementation and ongoing support.

So, where do we come in?

Embarking on a CiA transformation is not just a technical upgrade; it’s a transformative initiative to elevate customer experience and operational efficiency. By following Kat’s tips, you are one step closer to a seamless transition, harnessing the full potential of a CiA platform and achieving a truly transformative impact on customer service operations.

If you have questions on how to embark on a transformation journey, reach out to Avec today to explore how we can support your CiA implementation and ensure a successful transition.