Implement IT refocuses to tackle new markets

Implement IT, the local front office systems specialist, has broadened its internal offerings beyond the traditional supply of only Siebel services, to meet growing market demand for its niche technical and business-focused expertise.

Founded in 2000 with offices in both Johannesburg and Cape Town, the company has traditionally exclusively worked on the delivery of specialised front-office applications around Siebel.

In 2004, Implement IT decided to branch out its offerings to cover not only Siebel, but extend its expertise acquired from work with the application, and apply these to other front-office systems, kicking off with ACCPAC CRM and US-based Witness eQuality.

Says Perry Velalis, managing director of Implement IT: "We have done some extraordinary work with Siebel and our clients in this space, and we began realising that we could broaden the knowledge base we had acquired in this field to cover a variety of front-office systems. It was armed with this insight as well as the growing demand from clients at large that we took the decision to broaden our service offerings beyond a single vendor."

Traditionally the company has exclusively partnered with the large consulting houses on Siebel implementations - to a large extent providing the technical implementation side of project delivery and to a lesser extent business value, a model which has proven to be very successful for Implement IT. While the company will continue to work closely with its large consulting partners, with which it enjoys solid relations on Siebel, it will start working directly with ACCPAC and Witness when delivering these applications to market.

"In our recent experience it has come to our attention that companies of all sizes are in need of tools to assist their businesses, there is no reason why a CRM application should be for the exclusive benefit of large corporates. Using our knowledge of the Siebel system and applying this to our search for a scaled down CRM system with commonly used functionality needed by SME customers, we identified ACCPAC CRM as a suitable alternative for the smaller enterprise," states Velalis.

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The same can be said for the Witness eQuality suite, for which Implement IT is a local strategic partner. The US-based company is a global provider of performance optimisation software and services. The company provides the contact centre industry`s first integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance.

Implement IT boasts some of the most highly skilled staff in its respective disciplines and ensures its team receives constant training, both technical and business-centric, on the systems it deploys. A number of Implement IT`s staff have highly coveted certifications from the Siebel University, and it has already skilled up its team on the ACCPAC CRM and Witness eQuality systems.

Velalis adds: "Business is not just about selecting a slew of applications and then offering them to customers. It is about identifying what customers are currently looking for, what can assist their business to grow and develop, and then to identify suitable vendors which have the applications to meet these demands.

"Quality of service and delivery on promises are two disciplines sorely lacking in the IT industry currently. Our ethos is to ensure our customers are aware of what we are doing every step of the way, that way we can justify any pitfalls, monitor risk, assess project viability and facilitate change mid-project, should the need arise. So while the customer is king, we believe you should have the confidence and know-how; that when influencing a decision you are doing so because you have the knowledge and expertise to backup your decisions."