More than 100 businesses, including some of the biggest and smallest in the West Midlands have put themselves forward for the 11 categories so the judges really had their work cut out to whittle the selection down to the cream of the crop.

Staffordshire based eg also entered the ‘Company of The Year Award’ and the judges announced that as so many companies put forward excellent applications for this category they have decided to consider all of the short-listed companies for this prestigious award.

The winners will be announced at the Awards Gala Dinner on Monday 20 September 2010 at The International Convention Centre.

Elizabeth Gooch, Chief Executive Officer of eg solutions plc said: “International trade has enabled eg to trade through and grow despite the difficulties in our core UK market.  Once again it is really motivating that the benefits of our export efforts have been recognised by being shortlisted.”

- ENDS -

For more information on eg please contact Rachel Oliver, Marketing Manager at eg, on +44 (0) 1785 715772, email racheloliover@eguk.co.uk or visit www.eguk.co.uk.

About eg solutions plc

eg solutions plc is a global back office optimisation software company. Our software provides historic, real-time and predictive Operational MI.  When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

Suppliers also need to become more efficient and operating at lower costs.  But efficiency is meaningless unless excellent service is offered as well.  The bits of paper and email correspondence may just be ‘work items and cases’ but represent the real lives of customers.

Often with clients I hear that productivity monitoring and workforce management is key, which yes is paramount especially in the back office and customer contact operations.  However, it is not just time and attendance, productivity and absence management that should be used as performance measures.  How many providers work on getting it ‘right first time’ and practice good operations management?

If providers had the right Management Information they could allocate work according to available skills, manage the quality of work and ‘manage-the-tail’ of their work, ensuring action is taken on the most important work to ensure customer requirements can be met.  Thus reducing customer complaints.  With the right performance measures in place complaints can be reduced or in some cases avoided altogether.

Did you know that a typical business only hears from 4 percent of its dissatisfied customers? The other 96 percent quietly go away.  Of this 96 percent, 68 percent never reveal their dissatisfaction because they perceive an attitude of indifference in the owner, manager or employee.

This statistic is particularly dangerous for businesses because if a dissatisfied customer can’t express their complaints to a business, they’ll express them through other outlets such as friends, neighbours and family.  A typical dissatisfied customer will tell eight to ten people about their problem.  One in five will tell 20.  It takes 12 positive service incidents to make up for one negative incident. Seven out of ten complaining customers will do business with you again if you resolve the complaint in their favour.  If you resolve it on the spot, 95 percent will do business with you again. (Source: Art Waller, Regional Department Head for Utah State University).

So, as my colleague Andrew Baker mentioned in his ‘Quality’ blog whatever your measure for quality, how do you know the amount you verify, check, inspect or audit is enough?  And what can you do to build quality in before the event, rather than find out after?

If you would like to know more how good operations management can reduce your complaints and deliver bottom line results then take our free site survey.  Call eg today on 01785 715772

At the recent Professional Planning Forum Annual Conference the back office stream focussed on bringing front office customer service and planning disciplines into back office or processing operations.  See presentation summaries & download recommendations below.

The Professional Planning Forum research suggests data capture is key for driving efficiencies but capturing accurate data in back office environments with current systems is still a big challenge.

Research shows a shift in the methods people are currently using to capture data is moving away from manual input methods such as MS excel which is, essentially, an analysis tool not a tool for data capture and there is definitely a requirement for accurate data.

There is also an increasing need for consistent operations management functionality/ information to help develop core day-to-day operational management competencies.

While less than 5% of organisations believed that their data was totally accurate in both 2007 and 2008, the survey shows a revealing change of heart about the actual quality of data. Whereas in 2007, 43% of those surveyed felt that the data was within 10% accuracy, just over a year later this figure had reduced to only 35%.

If you are interested in any of the following topics:

• front/back office optimisation
• performance management
• resource optimisation and
• increasing employee engagement

view the recommended conference presentation downloads

Summary of recommended downloads:

Performance Management - Tim Becker demonstrates the benefits gained with various clients by capturing the right data.  Recognise what balanced performance data needs to be measured and the impact of using standard target benchmarks versus actual activity recording.  Gain insight into how targets impact overall performance and business benefits and what happens when targets and measures are incomplete.

Nationwide Case Study – how Nationwide integrated operations following the merger of the Cheshire, Derbyshire and Dunfermline Building Societies and reduced the 30 day backlogs that existed before the changes.  Learn how unit work-times dropped 32%, by highlighting potential improvements and implementing changes. Understand the role of MI in enabling change and creating consistency and focus. Hear about how they achieved a ‘team’ culture across 3 locations and engaged colleagues in driving change and the right customer outcomes.

Aviva Case Study – the role of planning with a new ‘managers toolkit for planning’ which raised utilisation by 20% and adherence by 59% in commercial claims and supported a 50% increase in employee engagement.

New to eg’s website?  Take a look around our website to find out more about the eg operational intelligence® software suite, review some recent Case Studies and Testimonials or read about the Business Benefits our clients have seen from using intelligent operations management.

The gigantic Easter egg was donated by Telford based Magna Specialist Confectioners through eg staff member, Chris Fryer, to raffle and raise as much money as possible.  It measured a whopping 3ft.

Total funds raised from the raffle topped £350, which will provide further educational equipment for the children at the Creche.

The winner, Chris O’Donnell, pictured below, was announced today – on April fools day!

Chris said “I just wanted to support the charity fundraising and never thought I’d win – my son will be over the moon this Easter”

eg’s CEO, Elizabeth Gooch commented, “It is fantastic that everyone supports the charity and gets involved with the fundraising as it is so important we continually enhance the facilities at the crèche to develop the children’s education”.

The Doornkop Needy Children’s Centre provides shelter, clothing, education and love to orphans and destitute children from the age of 0–5 years.  Currently around 160 children are in their care.  eg decided to support Doornkop after being introduced to their work by the CEO of weekly South African newsletter ‘South Africa – The Good News’ and has since pledged to support the charity in their short and long term objectives.

If you would like to find out more about the Doornkop Needy Children’s Centre, click here or email ask@eguk.co.uk.

eg solutions plc (”eg solutions”, “eg” or “the Company”; LSE-AIM: EGS), the back office optimisation software company, is pleased to announce the acquisition of XTAQ Limited (”XTAQ”), a developer and supplier of business performance measurement software and associated services, for a consideration of up to £233,333, further details of which are set out below.

Founded in 1993 XTAQ is a privately owned business based in Bristol employing eight people.    XTAQ has developed its Nuqleus business performance measurement software which it distributes with support services to deliver improved operational performance and effectiveness.  Customers deploy Nuqleus strategically throughout the enterprise or as a point solution to address particular operational management information requirements. XTAQ is currently deploying the latest version of its software product, Nuqleus 3D, and has created long-term relationships with its customers which, typically, use Nuqleus within processing centres, call centres and mobile professional workforces.  XTAQ’s current customers include Aegon, Barclaycard, Citibank, GE Capital, Principality Building Society and Royal Bank of Scotland as well as a number of public sector clients.

In the year to 31 March 2009 XTAQ’s audited turnover was £0.55 million, on which it incurred a loss before tax of £0.15 million.  As at the same date XTAQ had a deficit on net assets of (£0.05m).

The consideration payable by the Company for XTAQ comprises: £33,333 in cash and the balance by the issue of up to £150,000 in 5 per cent Convertible Unsecured Loan Notes 2012 (”Loan Notes”), and up to 90,909 new ordinary shares of 1p each in the Company (”New Ordinary Shares”).  The total maximum consideration equates to the approximate level of current contracted maintenance revenues for the 12 months ending 31 March 2011.  The consideration will be adjusted on a £-for-£ basis for any actual increase in the deficit on net assets which has been estimated by XTAQ as at 28 February 2010.  On the second anniversary of their issue the Loan Notes are repayable or convertible into New Ordinary Shares at a share price of 82.5p.  The Company may require holders to convert if, for at least 20 consecutive business days, the average share price of an ordinary share in the Company shall be 82.5p. No premises or property lease liabilities are being acquired.

Following completion of the acquisition of XTAQ its employees will be granted an aggregate of up to 1,393,938 options to subscribe for new ordinary shares in the Company, at an exercise price of 55p, the closing mid-market price of an ordinary share in the Company on 10 March 2010, being the last business day prior to the acquisition.  The number of options that may be exercised will depend, on a sliding scale, on the achievement of pre-determined XTAQ revenue performance in the 12 months ending 31 March 2011 and are subject to a 4 year vesting period from the date of issue.

The Board considers that the acquisition of XTAQ brings together two companies with complementary products and customer bases.  XTAQ’s Nuqleus 3D product provides real-time data capture and additional dashboard functionality that the Company had been planning to develop for its own product range during 2010.  The combined businesses’ active client base will increase to about 40 from 25 for eg, providing increased recurring revenues and opportunities for cross-selling.  In addition, XTAQ’s sales, development and implementation staff will strengthen the Company’s existing team.

Elizabeth Gooch, Chief Executive Officer, commented:

“We believe that the acquisition of XTAQ is an excellent ‘bolt on’ to eg.  It strengthens our position in the back office optimisation market, extends our product range, expands our customer base and adds to our recurring revenues.  Furthermore, we consider that the sales prospects for Nuqleus 3D will be significantly improved by XTAQ being part of a larger and stronger business.”

Application will be made for the New Ordinary Shares to be admitted to trading on AIM once the final consideration and the number of shares to be issued has been determined.

-Ends-

Contacts

eg solutions plc
Elizabeth Gooch, Chief Executive Officer

01785-715772

www.eguk.co.uk

Bankside

Steve Liebmann, Simon Bloomfield or Andy Harris

020-7367-8888

Arbuthnot Securities Limited
Tom Griffiths

020-7012-2000

About eg solutions plc

eg solutions plc is a global back off ice optimisation software company.  Our software provides historic, real-time and predictive Operational MI. When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

The Company, which is listed on the Alternative Investment Market (’AIM’) of the London Stock Exchange, is committed to customer satisfaction and the ongoing development of its operations management solutions.

Nationwide Building Society has signed an Enterprise Licence for the use of the full eg product suite, including eg work manager®, eg operational intelligence® and eg operational intelligence® data views. The software will be deployed across all of Nationwide’s core processing functions, including Mortgages, Savings, Account Maintenance and Payments & Lending Control, in addition to the existing users within Nationwide Regional Brands (The Cheshire, Derbyshire and Dunfermline Building Societies) and Specialist Lending (The Mortgage Works and UCB Brands).

The number of users of eg’s software within Nationwide is expected to be more than 3,000, an increase of 80% over previous user levels.

The licence revenue will be recognised within the current financial year with roll-out plans commencing immediately.

Elizabeth Gooch, Chief Executive Officer of eg, commented: “Nationwide’s purchase of an enterprise-wide licence for eg’s product suite follows a series of orders over the past few years and cements our ongoing relationship as their chosen supplier of operational management software solutions.”

 -Ends-

Contacts

eg solutions plc
01785-715772
Elizabeth Gooch, Chief Executive Officer
www.eguk.co.uk
 

Bankside
020-7367-8888
Steve Liebmann, Simon Bloomfield or Andy Harris
 

Arbuthnot Securities Limited 
020-7012-2000
Tom Griffiths
 

About eg solutions plc

eg solutions plc is a global operations management software company. Our software provides historic, real-time and predictive Operational MI. When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales.

 The Company, which is listed on the Alternative Investment Market (’AIM’) of the London Stock Exchange, is committed to customer satisfaction and the ongoing development of its operations management solutions.

We would like the blog to be a place where people can go to share best practice, network and debate & discuss just about any topic relevant to eg, including operations management, operational intelligence, productivity, quality and performance improvement.   So far we have published posts from colleagues and clients with a wide range of expertise and always welcome suggestions for content. 

To be a guest blogger all you have to do is submit 300-500 words on a topic of your choice for us to review.  If you would like any further information or would like to talk about your ideas, email ask@eguk.co.uk.

Why not visit the eg blog now for some inspiration and read today’s post ‘Special delivery: managing change effectively’.

Despite a very challenging operating environment, eg solutions plc – the Staffordshire based operations management software applications vendor – has achieved significant overseas success in 2009.

Through the use of its operations management software and methodology, eg helps companies to deliver improved efficiency and reduce costs – and even offers a guaranteed return on investment for clients.  All these are crucial considerations for customer service operations in any industry in the current economic climate and in the last few months, eg has seen a much greater emphasis being placed on achieving operational efficiency and increased interest in using ‘spend to save’ solutions to achieve this.

This year’s overseas trade accomplishments have been part of a successful drive by eg to open up new markets.  The company’s clients have traditionally been financial services organisations, but in April this year eg signed a contract with one of the largest bancassurance groups in the Nordic region – its first client in this area – and has gained several new clients in South Africa where it has a subsidiary.

Elizabeth Gooch, Chief Executive Officer of eg, explains how the company’s global expansion began: “Having won 40 blue chip clients in the UK financial services sector, we floated on AIM in 2005 and set ourselves the objective of demonstrating how our software could provide the same benefits in international territories.  Demonstrating the applicability of our solutions in new territories is key to our strategy.”

Working in partnership with UKTI eg developed a Target Market Selection Tool which helped the company match its strengths to the most attractive market.  Using this method together with market research enabled potential markets to be identified and so far eg has achieved sales in South Africa, India, the Nordics and the Netherlands.

“By continuing to secure new business in South Africa and through further expanding our client base to other targeted areas, such as the Nordics, we are reinforcing our position as the leading provider of operations management solutions,” says Elizabeth.

Like many other SME’s, eg has not had an easy year, but the future is definitely looking bright!  In September the company announced that it had closed 80% of sales for the year ending 31 January 2010, well ahead of the position at the same time in the last three years.  And this has been achieved because of the company’s export strategy.

Elizabeth concludes, “We have recently completed some updated market analysis which further confirms the potential for growth in our chosen markets.  Our products help people to save money and help them to retain the staff they should retain. At a time when firms all over the world are realising they have got to run their businesses more tightly, eg have the perfect solutions to help them achieve this – and the results are guaranteed!”

For more information about eg solutions plc, visit www.eguk.co.uk or email ask@eguk.co.uk.  To find out more about the Midlands World Trade Forum, visit their website.

The fast-growing and successful company won the award for a recent implementation of its software within Birmingham-based mutual, Wesleyan Assurance Society.  The project involved the support of an internal initiative to deliver an improved and differentiated customer service. 

The judges selected eg as it is the only operations management software applications vendor that guarantees return on investment and is paid based on the results delivered.  There is a myriad of different IT systems and methodologies that claim to resolve or contribute to solving the operational issues faced by organisations. 

eg’s software is used to augment these existing IT platforms – including BPM, BI, Workforce Management, CRM and core processing systems – to provide the missing link – historic, real-time and predictive operational intelligence.

Over the last 12 months eg has successfully demonstrated that the use of the eg operational intelligence® software suite achieves improved operational efficiency and significant cost savings.

Elizabeth Gooch, Chief Executive Officer at eg  said, “Receiving a highly commended recognition has helped everyone at eg feel recognition for the hard work they have invested through very trying times.  It also illustrates that we have triumphed in adversity and helps us to continue to feel positive for the future growth of eg. As our nomination concerned a client project, being a finalist illustrates that we are achieving significant successes for our clients during this difficult economic climate.”
 
“Despite the ongoing economic turbulence, eg has successfully demonstrated to potential and existing clients that the use of our solutions is guaranteed to achieve improved operational efficiency.  The company has made solid progress in converting its sales pipeline prospects into firm orders,” she concluded.

Mike Musson, ICT Cluster Manager, added: “This year we’ve seen the highest standard of award entries yet and competition has been incredibly tough. The ongoing judging process has been rigorous and the panel faced a major challenge deciding the final winners. It’s fantastic to see the quality and diversity of technology companies the West Midlands region has to offer.

The ICT Cluster Excellence Awards were presented at the evening Awards event following the Annual ICT Cluster Conference held at the National Motorcycle Museum on 10 November 2009.

By launching a blog our aim is to encourage discussion and debate between people interested in operations management, operational intelligence, performance management, customer service and related topics.  We will also cover key issues we see affecting our clients, the financial services industry and customer service operations in general.

If you have any feedback or are interested in writing a guest blog please email catherinestaite@eguk.co.uk.

Blog posts so far:

03/11/09 – “You can’t measure my work” and “What get’s measured get’s managed”

23/10/09 - Why do we have the chicken or egg mentality… can’t we have both at the same time?

20/10/09 - The value of leadership and trust

16/10/09 – Quality vs Quantity *Guest blog written by Paul Cooper from West Bromwich Building Society*

13/10/09 – Should individuals be credited with additional time for reworking a case?

12/10/09 – New approaches to data access

06/10/09 – Spolight on customer forums

05/10/09 – Customer Centricity

01/10/09 – And the award goes to……

28/09/09 - Top Ten Tips for Team Leaders

21/09/09 - Award winning customer service

17/09/09 - A case of good customer service

14/09/09 - Welcome to the new eg blog

We hope to see you there soon!

http://www.eguk.co.uk/blog