Hey! (Insert Name of Your Medium-Sized Organization) Can I Connect Please?
Krista Summitt 270003YAW6 firstname.lastname@example.org | | Tags:  smb mediumbusiness bpm smallbusiness blueworkslive saas socialbpm mihneagaleteanu
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This guest post was contributed by Mihnea Galeteanu, Chief Storyteller and Product Marketing Manager, IBM Blueworks Live.
Follow Mihnea on Twitter at :@innospotting
10 AM: I arrive downtown for a meeting scheduled for 11 AM. I’m looking for a free Wi-Fi connection to get some work done prior to the meeting.
10:10 AM: I enter a mom and pop coffee house promoting and organic and fair trade coffee. Sure enough they have free Wi-Fi “for paying customers only”. I get my coffee and try to connect to the Internet.
10:15 AM: I pack up my stuff and walk out the door. As it turns out their router could not accommodate new connections. The router was “full” and, unlike the washroom, I was not willing to wait for it be freed up.
10:20 AM: I’m sitting down at a Starbucks around the corner working away.
My point is, it only took that mom-and-pop coffee house 20 minutes to lose me for life. Whether it is free wireless Internet, a SaaS offering, or an independent artist, my expectations as a consumer are just as high from a small- or medium- sized business as they are from a large coffee chain: things just have to work. Technology has empowered me to simply get up and walk through the proverbial “next door”, never to look back.
As a recent in depth study of midsized organizations conducted by IBM revealed, meeting and exceeding rising consumer demands through innovation is top of mind of the leaders running these businesses. Retooling to capitalize on the previous investments they made in efficiency, many of these organizations are turning to business process management (BPM) as a way to give their employees the time and knowhow to focus all of their attention on value-add activities.
Whether I try to connect with you over the phone or over a wireless network or in person, you cannot afford to have your resources “full”. The big enterprise next door or the “make your own coffee” mom-and- pop across the street will have built enough scalability into their operations to allow me to connect when and how I wanted. We explore this at length in a whitepaper we published that addresses the specific challenges and opportunities facing small to medium sized organizations when it comes to turning process excellence into competitive advantage.