DCR S CUSTOMER ADVISORY BOARD: ORCHESTRATING INNOVATION

Transcription

1 DCR S CUSTOMER ADVISORY BOARD: ORCHESTRATING INNOVATION

2 CO-CREATING THE NEXT LEVEL OF PRODUCTS IMPACTING REAL LIFE PAIN POINTS, SERVICES AND EXPERIENCES (INCLUSION AND ADAPTION) Each year we gather together an ensemble of our amazing customers who make up our Customer Advisory Board to focus extensively on co-creating the next level of products, services and experiences from DCR we ve christened it our Innovation Summit. Just like an orchestra is made up of woodwinds, strings, brass and percussion, our Board is comprised of executive-level stakeholders from all types of industries with various backgrounds and experiences. Similar to a masterfully conducted orchestra, their input brings the harmony to our relationships, guides the tempo for strategic changes and sets the tone for future features in Smart Track Service Management Methodology, Smart Track VMS and Smart Track xchange. The Board works extensively with our Implementation Team, Product Managers and Solutions Group because the Innovation Summit takes place concurrently with our Implementation Summit. So along with identifying industry trends and assisting in developing the overall strategic vision for our product, we hone in on: Feedback to our Product Roadmap Recent releases Constructive changes to our Sure Step Implementation Methodology for new customers Up-to-the-minute micro messaging and rollout plan for existing customers during new feature roll-outs Specifications for advanced data analytics and action steps for advanced users And many other ideas we re in the process of composing for all customers

3 INSTRUMENTAL INFLUENCE The Board is comprised of creative, future-focused individuals who are able to articulate their needs creatively and are thought-leaders among their peers. They have an instrumental influence on DCR s product and service offerings as well as the DCR experience overall. They solve new challenges as well as come up with strategic solutions most end users never even knew they needed! The emphasis of this Board is primarily dedicated to product feature enhancements, resolving real life pain points, service management methodologies as well as inclusion and adoption of the product. As such, most of the members are change magnets those who are willing to lead the charge in trying new things, new ways, new and efficient delivery methodology, new gadgets. In exchange for their cutting-edge ideas and suggestions, they often are afforded the opportunity to beta or pilot test our co-creations and give their input once again. At that point they can validate the vision or find the flaws, allowing us to make necessary corrections before it goes live to a wider audience MUSIC, MAESTRO Prior to the start of a concert, the conductor taps the baton demanding complete and utter attention. Our role at DCR is to ask the big questions, then sit back and LISTEN! As a complex symphony is made up of so many subtleties the rhythm, the movement and the soul of the piece we know that we have to really listen intimately to understand all of the nuances comprising the entire experience of the Innovation Summit. Although we ask plenty of questions during the Innovation Summit, it s not a simple Q&A session. Nor is it a boring PowerPoint presentation. And we certainly don t sit around in a circle singing Kumbaya. We design a very interactive approach using everything from graffiti walls to games to get the conversation moving with our Board members. We address shared industry challenges, pain points and overlooked gaps. We dig deep to discover what they love as well as what is lacking in Smart Track as well as DCR s services. Then we take it to the next level to discover what we can create or change going forward.

4 TWO-PART HARMONY While it s true that we ourselves are innovators and come up with outstanding functionality and features on our own and genius ideas spring from our DCR idealab, we find that when we put our customers first and when we listen intently during our Innovation Summit, it benefits us in numerous ways including: Helping us to stay grounded and flexible to customer needs Showing our customers that they re true partners in the creation process Gaining insight from power users Increasing brand champions Developing loyalty and deeper relationships Discerning points of differentiation against competitors Developing customer-centric strategic direction Soliciting advice with challenging situations Amplifying transparency Creating transformative solutions Delivering ultimate satisfaction Over the years, many significant impacts to Smart Track have been industry-driven not DCR-driven because we re able to leverage the vast knowledge through this Summit and other deep conversations with our customers. For example, Smart Track has become so functionality, feature- and data-rich, that many customers are only scratching the surface in regards to what it can accomplish for their business goals and objectives. Success is a two-way street and we re determined to ensure our customers are successful. We drive their success by what we offer them. Yet, similar to a two-part harmony, we have to know what they require to achieve their goals throughout the interaction with DCR not just our products and services but from the earliest touchpoints throughout the entire lifecycle of our relationship. Our Customer Advisory Board is here to compose a vision of what the market overall wants as well as help us anticipate their future needs and create solutions to handle them.

5 A CLASSIC NEVER DIES Smart Track is not a one-hit-wonder; it s a classic that can change with the times. It can be configured to meet the demands of today s needs - evolving with the times similar to the classical Beethoven s Fifth morphing into the disco-enhanced A Fifth of Beethoven. As a result of this complete flexibility, we re seeing more enthusiasm from our customers as they re coming to realize that our ability to meet their needs has no limits. This year, we re even more excited than ever to take our cues from our Customer Advisory Board for future changes and, together, orchestrate innovation. Throughout the year, we ll be unveiling more cutting-edge ideas from the Innovation Summit. Stay tuned! At DCR, we re continually striving to create and deliver value in the form of new assets, fresh features and outstanding experiences. Our Customer Advisory Board helps us fine tune our strategies For more information, call DCR-4VMS blog.dcrworkforce.com trendline.dcrworkforce.com sales@dcrworkforce.com 2016 DCR Workforce, Inc. All Rights Reserved. DCR Workforce and Smart Track are Registered Trademarks. CCO