Insights
Practical notes on outsourcing, customer communication and business reporting, written for owners and managers rather than for consultants.
Articles coming soon
These are the pieces we are writing first. If one of them would answer a question you have right now, message us and we will answer it directly instead of making you wait for the article.
How SMEs can reduce customer service costs
The real cost of an in-house customer service seat, and the three ways owners usually get it wrong.
In preparationWhen should a business outsource its call centre?
Four signals that tell you the phone has outgrown the person currently answering it.
In preparationWhy businesses miss customer calls
Missed calls are rarely a staffing problem. They are usually a process problem.
In preparationHow WhatsApp customer service improves response times
What changes when someone owns the inbox instead of everyone glancing at it.
In preparationHow SMEs can start using Power BI
You do not need a data team. You need one clean source and one question worth answering.
In preparationWhy monthly management reporting matters
The difference between knowing your bank balance and knowing your business.
In preparationTen business processes SMEs can outsource
A practical list, ranked by how quickly each one usually pays for itself.
In preparationTo publish one of these: copy the insights/ folder, rename it and edit the text. Step-by-step instructions are in LAUNCH-GUIDE.md under “Adding a new page”.
Have a question that cannot wait for an article?
Ask it directly. We would rather answer your actual situation than write around it.