Change: The Dreaded 'C' Word by Don Wilborne, Vice President of Services

Change: The Dreaded 'C' Word by Don Wilborne, Vice President of Services

"It must be remembered that there is nothing more difficult to plan, more doubtful of success, nor more dangerous to manage than a new system. For the initiator has the enmity of all who would profit by the preservation of the old institution and merely lukewarm defenders in those who gain by the new ones.” ― Niccolò Machiavelli, 1469 - 1527

When I joined Optus about a year ago, we were launching Salesforce.com (SFDC) as the services ticketing system. Needless to say, there were a lot of people concerned and quite frankly disgruntled with the thought of the dreaded “C” word…. CHANGE! It was a long week to say the least, and we struggled to work through a lot of unforeseen issues.

However, as we began to navigate through the changes, team members began to realize the advantages of a database and software system that was also a platform for our sales and marketing teams. Now, the Salesforce ticketing system has become second nature to our team. I’m not saying it is perfect yet, but we are much closer to perfection than we were a year ago!

In addition, we now have the reporting capabilities to measure our volumes of orders, track the time involved in processing orders (utilization/productivity) and even determine our costs and profitability. We are no longer taking baby steps. We are leaping ahead and becoming more efficient than ever before. Most importantly, we are working more closely than ever with other departments across the company in sales, marketing, accounting, IT, the warehouse, and operations.

I am truly excited about working for one of the “Best Places to Work in Arkansas” and having the prospect of becoming an excellent service company. We are well on our way, but one thing is certain—there will be more changes. But, the dreaded C-word is part of transforming Optus into a highly successful and prosperous organization.

I am proud to be a part of the incredible changes happening at Optus and cannot wait to see the results of our efforts.