As cloud computing is being more widely implemented, one of the excuses not to use it – concerns about quality – is falling away. This is partly because a new ingredient is being added to the mix: the human touch.
Many areas of cloud computing remain perfectly fine with the end user being the only human participation with the application or platform. However, for those that require judgment, fact-checking or outreach, frankly, it is good to have a human available. For example, Pramata provides on-demand BI for contracts. Unlike automated contract management systems, Pramata has humans – in this case those with a legal background – do QA checks where its technology leaves off. The difference is a higher quality of results.
Similar but different is ConnectandSell's approach to improve sales rep productivity. The company offers live dialers who tap into their clients’ CRM systems to work through a defined call list. Meanwhile, their client’s sales rep instantly speaks to whoever answers from the call list. The result is more connects in two hours than reps usually make in a week.
In both examples, people being part of the process is what makes the technology worthwhile. Yes, there are contract management systems that don’t involve people, but they aren’t as accurate as Pramata. And, yes, companies can use robo-dialers to connect their sales reps with prospects, but they are obvious and annoy the person being called.
It’s time to examine our automated programs and determine:
1) Would this be better if there was a person involved somewhere in the process?
2) Is the personal touch so valuable it warrants the additional associated time and cost?
3) Will this hamper and enhance scalability?
4) How can this be implemented at this time in our technology’s life?
As cloud computing has a larger footprint in more critical areas of business such as finance and legal departments, and sensitive industries such as financial services and pharmaceutical, the need for human drive QA will become more apparent. The companies poised to answer this need will have a clear competitive advantage.
