Scaling tech operations to success

Squared is an on-demand platform that allows businesses to use their services in a plug-and-play manner. Rayan Bannai founded Squared to help tech companies scale their operations. 

This article shares insights from Rayan on reducing touch points in the logistics industry to improve the customer experience. He also discusses the importance of understanding the legal side of the business and building a sustainable culture.

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Reduce touch points to improve user experience

Rayan’s experience in the logistic industry has given him a unique insight into how businesses can reduce touch points and increase customer experience. He believes that the same principles used to scale and grow operations in the logistics industry can be applied to other businesses.

"When I left that world, I thought, there are a lot of things that we can take from my experience there, but also that industry and apply it to all sorts of businesses."

"Understanding how we can take processes, the way we scale, the way we grow and apply that methodology of reducing touch points, but also increasing and improving experience from a client and consumer perspective."

Rayan discusses how the logistics industry is still quite fragmented and broken. This is reflected in the rising costs and lower demand for services. He learned that when couriers are empowered, trained, paid, and treated well, it has a positive impact on the overall efficiency of the business, as well as the customer experience. This insight has informed the work that Squared does in helping tech businesses execute and deliver processes.

Solutions

Rayan suggests there needs to be more of a governmental push in terms of laws or regulations to streamline operations, and the wider industry.

The key to reducing touch points is also having the right processes in place to reduce the number of steps needed to complete a task, while also improving the customer experience.

For example, empowering people with technology can enhance productivity across the business. When a mundane operations process or task is optimised and automated it gives the employees and users the  "why" to use a platform to help reduce  inefficiencies and touch points.

Navigating the legals

Having a thorough understanding of the language used across contracts can help businesses make informed decisions. It is important to also consider the legal implications of any decisions to protect the business whilst ensuring that all parties are in agreement. Finally, businesses need to be aware of the different types of legal documents, as well as the possible consequences of not adhering to them. 

Solutions

Contract management technologies, such as Legislate, can be used to make understanding legal documents easier. These tools can help simplify the process and provide compliance as a service. This software also provide management systems that can help businesses to store and manage their legal documents securely.

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Sustainable culture for lasting impact

No matter the industry, it is important to have a clear and meaningful mission that will guide the business. This mission should be something that will motivate and inspire people to take action.

Bannai and his team understand that the consequences of their actions can have a lasting impact on businesses, and they strive to create a sustainable culture based on the operational changes they make.

"Our goal is to be able to create a level of efficiency, but make sure that it's complemented and married up very well with the people's experience and the culture that comes out of it."

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Rayan discusses how they strive to establish a meaningful KPIS, such as sales or employee retention, as this directly impacts the culture and ultimately shapes the future trajectory of the company.

"We create a sustainable culture within businesses based on the operational changes that we make alongside businesses."