What is IT Mentoring?

During 2004 , Amr Selim and with the help of two other colleagues wanted to launch a new business initiative aimed at bridging the gap between Business objectives and IT , most of those services were already being delivered to customers but were not centralized in one business unit under one manager. IT Mentoring created a new brand of services for organisations who wanted to increase their business efficiency and their customer retention rates. The IT Mentoring business unit , headed by Selim was born in October 2004 and was the most successful unit of the company. Implementing Knowledge Management & Collaboration tools , Learning Management systems & e-learning services , CTI & Support centre unified messaging tools, web based services and CRM as well as Project management , CRM and Help desk training and consultancy.

Here is a description of IT Mentoring

IT Mentoring is a new concept to enable organizations make sense out of IT by optimizing their Human Resources, Technology and Processes, bridging the gap between Technology and Business.

IT Mentoring aims at creating smart, independent organizations and users who will successfully utilize Technology as Business tool NOT as a goal in itself.
(Knowledge transfer and creating independent users is a top priority of the initiative - Hence the name: IT Mentoring)


Our clients business is our our business.
Our Mission:
To Increase customer’s satisfaction and loyalty to your Business by:

• Introducing new Technology tools or Adjusting the existing ones
• Improving your staff’s skills and competencies.
• Adjusting internal policies and procedures in-line with Delivering New Technologies, or tweaking the existing ones to increase productivity and yield a better ROI for the Business.
• Leading your organization through the necessary cultural and technological changes for better performance
  

Our Services will cover:

1. Business and IT Consultancy
2. IT Infra-structure design
3. Help-Desk , Customer Care and Call Centers: Optimization & Certification
4. Implementation and Project Management
5. Change Management
6. Mentoring / Training the organization’s team towards self-sufficiency and independence
7. Technical Support Onsite / Online / Outsourcing

We Specialize in:

• Customer Relationship Management - CRM & Unified Communication / Sales Automation
• Information sharing & Integration Collaboration EX: Web Portals
• Customer Loyalty Programs
• Customer Service analysis & assessment of KPI’s against globally recognized standards.
  

We will help you turn:

• Lost Customers to loyal ones
• Internal policies & procedures to a customer service culture
• Idle IT investments to useful business tools and good ROI’s
• Wasted time to Productivity and Performance
• Human resources to Real Assets
• Current situation to a competitive edge
  
  

What makes us Different?
We achieve results by Focusing on ALL the 3 Main Ingredients of Success:

 
OUR METHODOLOGY:

We follow an integrated model that addresses all 3 main ingredients of Success:
People, Procedures and Technology.
By using a phased approach that is flexible and customizable to suit the different business needs, any organization can pick whatever is suitable for its business objectives at any stage.

Phase1: Fact finding
this is the initial first contact when our consultants will visit your organization to learn as much as possible about the business: Technology used, levels of competency of your work force, any problems that your business faces, your current and future objectives etc…

Phase2: Consultation & Advise (Finding & eliminating the weakest link)
Given permission: our consultants will conduct short surveys with the Customer’s employees with the managers as well as some of their clients to get first hand
un-filtered quality information. We will then make a professional report and recommendation covering the 3 ingredients: People, Procedures and Technology: All according to Internationally recognized industry standards ,the business may or may not need changes in all 3 areas, Customers may need to modify their existing systems (Manual) into more time saving automated systems we will encourage the adoption of new technologies that will drop directly into their existing architecture, data formats, and workflow for straightforward systems integration, the recommendation will detail what needs to be changed and the suggested time frame based on the customer’s specific objectives which will have its positive effect on ROI.

Phase3: Change Management
We will conduct short seminars, workshops and plans for Preparing and managing your people through change and obtain agreement from all stakeholders as it is very important for any implementation to succeed

 Phase4: Implementation & Project Management
We manage the implementation on your behalf, making sure everything is going according to plan and meeting the objectives, even if you decide to outsource any services, we will manage and supervise your outsourced contractor: (Call / Customer care Center - Technical Support – developing etc… )

Phase5: Mentoring
This is the most important part for any success: PEOPLE
any success or failure of business is never because of Technology, it is always based on people’s Attitudes, Behavior and Knowledge.
We will mentor your team of professionals, each depending on his/her job role to optimize their performance & minimize time-waste by properly guiding them to use the available resources, tools and technologies. We will steer them to the right track of providing exceptional and consistent service to your customers, making sure you get repeat business. This will improve customer’s confidence and trust in your business and leads to a higher customer retention rate translating to higher profitability.

Why we chose this approach?
Because Research Shows:

• Gartner Survey: 42 Percent of CRM Software Goes Unused! A Gartner survey shows that enterprises do not deploy 41.9 percent of the customer Relationship management (CRM) licenses they buy, Confusion between calculating Benefits and return on investment (ROI) is a major reason.
• Companies buy and implement expensive technologies and solutions that fail to deliver - can you see the magic Button or Menu labeled CLICK here for total customer Satisfaction? In any Help Desk or CRM tool that you have or plan to have?
• Informed Decisions must be based on accurate and timely information, but MOST current IT Infrastructures are complicated and confusing for normal Non-Technical users.
• One major reason behind the Dotcom Slump and the failure of the
  E-Commerce I in the 90’s is that everyone concentrated on the Technology as goal on its own , ignoring that it should only be used as tool to aid and advance the business.
• Most Organizations and in the Middle East spend more than 80% of their IT Budgets on Technology and not enough on People’s development of skills and competencies.
• IT Projects implementations in the Middle East fail because they lack the stake-Holders support and Buy-in commitments.
• Organizations do not exercise proper change management especially the Organizational cultural change that directly affects the overall IT project’s acceptance.
• One unhappy Customer will tell 10 to 15 people about the bad experience with the organization, and that has a deadly snowball effect on the business and its revenues.

Amr Selim Copyright © 2005
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