First published

May 17, 2021

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Integrated technology; what it means & how to do it

Integrated technology is when all of your tools talk to each other.
Being integrated means that when you want information, you can easily access everything you need in the same place. Even if you have more than one system.

Integrated technology example:
You’re dealing with a complaint and you need to pull off a report detailing all of the interactions you’ve had with a customer. This includes face to face meetings, phone calls, emails and social media messages. Each set of data has been recorded on a different system, however, as your technology is integrated — your tools link together and you can access all of the information in one place. Quick and easy.

Non-integrated technology example:
You’re putting together a mail-shot to all of your customers. Your customer details are saved in your email address book, on MailChimp and in an Excel file. Your technology isn’t integrated, so to ensure you don’t send someone the same message twice — you need to look through every customer address, in every system, and manually delete any duplicates. Time consuming and frustrating.

Integrate your technology step one:
Choose an option


Option one: The quick fix

Find ways to link together the tools you’re already using (email, social media, crm etc.)

Good for people who are happy with the way they’re currently working — but who also want to be a bit more efficient.

Pros: Quick and low cost.

Cons: Some tools will work together, others won’t.


Option two: The whole works

Start afresh, introduce a whole new platform.

Good for people who need a big change, either because they have no tools in place or because the technology they’re using isn’t fit for purpose.

Pros: Potential for big efficiency savings as everything will be integrated.

Cons: Will take time to implement and requires a financial investment upfront, before any cost savings can be recognised.


Option three: The hybrid approach

Introduce a new platform and link it together with some pre-existing tools.

Good for people who have (some) tools that are working well, but want to work smarter and bring everything together.

Pros: Most tools will be integrated and it won’t take too long to get staff trained up on the new features.

Cons: Won’t be quite as smooth as if you were just using one platform.


Integrate your technology step two:
Take your people with you


Supporting people to use technology is often the most overlooked, yet most important thing you can do. Being clear about which tools your organisation does and doesn’t use, and giving your team clear tech guidelines can make all the difference.

If you need help with integration and engagement — we can help. Once you’re clear about the changes that are right for you, we can work with you to create and roll out a flexible training bundle that’s both fun, and helpful, for everyone.

Post by Georgina Barrett

Digital Library

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