As hoped, the Webex idea is taking off at Black Tomato. The ingredients seem deceptively simple. Vision, good training, teamwork, user friendly technology and good timing. The result? A new way of doing business.
The speed is impressive. Four months in and Black Tomato is looking at an exciting new channel. It matches the Black Tomato brand - always seeking new angles that make the service special for its customers. That's important. All too often technology can swamp the process, take out creativity and discretion to decide and make the service impersonal.
At Black Tomato they seem to be using the technology to draw people in, enhancing their brand as a people business. Never mind the technicalities - this is about people - clients and agents - and how they work.
The timing does seem to be right. And the technology is attractive for the Black Tomato client base. That's crucial – it enables the company to differentiate themselves from the competition.
I'm a natural cynic - one swallow doesn't mean it's spring. Making change stick is no easy thing. Even so, the Black Tomato project is going well. It's rather fun to see a project like this unfold all in one small open-plan office. I might just ask if I can bring one or two of my larger clients along to take a look.
