Services

Is your tech stack holding you back? Our audit identifies friction points in your customer experience and inefficiencies in your operations — with actionable recommendations to improve both.

1. Customer Experience Review

• Evaluate the full customer journey — from discovery to purchase to post-sale follow-up — across both digital and in-store channels.

• Assess key touchpoints like your website, checkout process, loyalty programs, and in-store systems for usability, responsiveness, and clarity.

• Identify friction points that may frustrate customers or lead to lost sales.

• Include accessibility checks to ensure WCAG compliance for all users.

2. Operational Efficiency Assessment

• Analyze key workflows — order fulfillment, inventory updates, customer service — for duplication, latency, or manual steps.

• Review system configuration and usage for underutilized features or redundant tools.

• Identify opportunities to automate or connect systems through 3rd-party integrations (e.g., product feeds, supplier on-hand inventory, or EDI with distributors).

• Examine accounting workflows and recommend tighter integration with inventory, POS, and e-commerce platforms.

3. CRM & Customer Data Strategy

• Evaluate your CRM system and how effectively it supports customer retention, personalization, and support.

• Identify gaps in how customer data is captured, shared, and leveraged across marketing, sales, and service channels.

• Recommend improvements or integrations to centralize and streamline customer insights.

4. Analytics, Reporting & KPI Review

• Review the availability and quality of reporting across key systems (POS, eComm, CRM, finance).

• Assess whether current reports support actionable decision-making.

• Work with you to identify meaningful KPIs aligned with business goals — then ensure the data exists to support them.

• Recommend dashboards or tools to make performance monitoring more consistent and visible.

5. Payment & Compliance Review

• Examine your payment processing setup to ensure PCI compliance and secure transactions.

• Assess your current rates and payment processor for potential savings or improved service.

• Flag risk areas related to data handling, retention, and regulatory noncompliance.

6. Integration & Data Flow Mapping

• Map how customer, product, and transaction data move through your systems.

• Highlight disconnects or re-entry points that introduce errors or slow down operations.

• Recommend practical integration strategies to unify systems and streamline workflows.

7. Digital Profile Snapshot

• Provide a high-level SEO and online presence review.

• Flag gaps in visibility, store locator accuracy, or inconsistent branding.

• Offer actionable recommendations while maintaining the core focus on operations and CX.

By integrating digital presence enhancement with strategic system integration opportunities, organizations can leverage their online platforms more effectively, improve customer engagement, and create a seamless digital experience for both internal and external stakeholders. This holistic approach aligns technology initiatives with business objectives, driving overall growth and competitiveness.

I specialize in the procurement of cutting-edge systems and technologies to meet your organization's specific needs. This section outlines the comprehensive system procurement services I offer:

1. Needs Assessment and Requirements Gathering:

• Collaborate with key stakeholders to understand the organization's technological needs.
• Conduct thorough needs assessments to identify system requirements and functionalities.
• Translate business goals into technical specifications for effective system procurement.

2. Vendor Evaluation and Selection:

• Develop a robust vendor evaluation framework based on criteria such as reputation, reliability, and cost-effectiveness.
• Identify potential vendors through market research and industry analysis.
• Facilitate the vendor selection process, ensuring alignment with organizational goals.

3. RFP (Request for Proposal) Development:

• Craft detailed and comprehensive RFPs outlining project requirements, timelines, and evaluation criteria.
• Ensure RFPs adhere to industry best practices and legal standards.
• Manage the bidding process and facilitate vendor communication throughout.

4. Contract Negotiation and Review:

• Negotiate contracts with selected vendors to ensure favorable terms and conditions.
• Review contract agreements for compliance with legal and regulatory standards.
• Mitigate risks by addressing potential contractual ambiguities and uncertainties.

5. Cost-Benefit Analysis:

• Conduct thorough cost-benefit analyses for proposed systems.
• Evaluate the return on investment (ROI) of system procurement.
• Provide transparent and detailed financial assessments to aid decision-making.

6. System Integration Planning:

• Collaborate with internal IT teams to plan for seamless system integration.
• Develop strategies to minimize disruptions during the implementation phase.
• Ensure compatibility and interoperability with existing systems.

7. Quality Assurance and Testing:

• Implement rigorous quality assurance processes to validate system functionality.
• Develop and execute comprehensive testing plans to identify and address potential issues.
• Ensure the reliability and performance of procured systems before deployment.

8. Project Management:

• Oversee the end-to-end procurement process, ensuring adherence to timelines and budgets.
• Coordinate communication between stakeholders, vendors, and internal teams.
• Provide regular updates and reports on the status of procurement projects.

9. Training and Change Management:

• Develop training programs to facilitate the seamless adoption of new systems.
• Implement change management strategies to minimize resistance and enhance user acceptance.
• Ensure that end-users are well-equipped to leverage the full potential of procured systems.

10. Continuous Vendor Relationship Management:

• Establish ongoing relationships with vendors to address post-implementation support and maintenance.
• Conduct regular vendor performance reviews to ensure continued alignment with organizational objectives.
• Proactively identify opportunities for system upgrades and enhancements.

By leveraging my expertise in system procurement, organizations can confidently acquire and implement technologies that align with their strategic goals, enhance operational efficiency, and position them for long-term success in a rapidly evolving digital landscape.