The Hedgehog Concept

By Meghan Fisher  |   |  eqBlog
Meghan Fisher • 3 min read
 
Introducing the next level in call center management: eqConnect. eqConnect is the industry leader in call center management. With the latest technology powered by NICE inContact, businesses can now effectively and quickly manage their call center volume. Customize your loan and billing experience with eqConnect. eqConnect is integrated into the Equiant Platform for easy call center handling. Enjoy the ease of a customizable experience at your fingertips. Speak to us today to see how we can enhance your experience!
Contact Ericka Schwarm to learn more:
Direct Dial: (480) 636-4892
Email: eschwarm@equiant.com
The Hedgehog Concept is developed in the book “Good to Great” by James C. Collins. The concept is derived from the deep understanding of the interaction of three circles: 1) what you are deeply passionate about, 2) what you can be the best in the world at, and 3) what best drives your economic engine.
The transformation of Good to Great comes from an abundance of positive decisions made over time in line with the Hedgehog Concept. Companies who have built Good-to-Great businesses have used this specific approach to drive the hedgehog concept within their individual businesses. The hedgehog concept is by no means an approach to be the best at everything. It is an understanding of what particular areas your business can be the absolute best in. Understanding this differential is absolutely crucial to success. Although most companies would like to be the best at everything, that simply is not attainable. Understanding what your business has the potential to be the best at & what they cannot be best at, is the distinction that will differentiate a good-to-great company from comparison companies.
Going from good-to-great requires the utmost competence. Companies must come to the conclusion that just because a distinct aspect of their business may be going well & generating growth/revenue, does not necessarily mean they can ever become the best at that particular aspect. Good-to-great companies understand that doing the things you are good at will only allow you to be good. Focusing solely on things your company has the potential to be the best in and potentially surpass other organizations, is the key path to greatness.
When you have fully grasped The Hedgehog Concept, the strategy will provide long-term clarity within your talent, clients, partners, etc. This will help translate to a deeper, more defined focus. The Hedgehog Concept will enable your organization to stay calm and grounded while other organizations are chaotic & complex.
 
From Frank’s Desk
Enhancing the client experience in parallel with Nordis Technologies; Equiant’s leader & CEO, Frank Morrisroe, gathered with various Nordis clients to collaborate in what Frank felt was a very well run conference. Frank and other various Nordis clients had the opportunity to meet & collaborate efficiently to discuss multiple topics including innovative communications and payments to meeting rising client expectations & achieving digital transformation.
Although industry backgrounds may differ, many businesses face similar issues, challenges, and opportunities. The group discussed that despite their similar challenges they all had a common goal of improving customer service (CX) through client communications & payments. However, digital transformation & superior customer service can sometimes come into conflict with each other. To learn more about how the group collaborated on these two themes & the conclusions they came to please visit the Nordis Technologies blog using the following link:
https://www.nordistechnologies.com/blog/nordis-clients-excelling-at-digital-transformation-and-customer-experience
Company Updates
That trip was a real peach! This week, Peter Moody, Chief Business Development Officer, traveled to Scotland at Royal Dornoch Golf in Dornoch, Sutherland, Scotland to golf with various colleagues & clients. To read more info about Dornoch Golf Club click here: https://royaldornoch.com/

Left to right:  Kevin Riley (Client), John Hamel (Colleague), Mike Muldoon (Client), Tom Hamel (Client), Peter Moody, Todd Fasanella (Client), Kash Patel (Colleague), Ed Waites (Colleague)

 

Extreme Weather Preparedness
With hurricane Dorian approaching, Equiant acknowledges that nothing is more important than your safety and well-being. The following are some of Equiant’s suggestions on how to prepare before and after extreme weather occurs.

BEFORE

  • Make sure all point of contact information for your business is accurate and up to date
  • Equiant’s contact information is: Direct: (480) 444-5999, Email: support@equiant.com
  • Plan ahead for preparing and submitting all cash/non-cash transaction data as early as possible
  • Test remote access to ensure that you can connect to Client Central and additional off-site networks

AFTER

  • Alert the Client Experience team and other contacts that you have regained availability as well as any questions/concerns you may have

Please know that as your trusted partner Equiant will do all that is needed to ensure all client and consumer pending requests will be tracked and managed with the utmost care.


Tech Updates
 

Please be aware that the Action Request Feature will be disabled as of August 30, 2019, at 2:30 pm. Pictured below is the alert of this change.

Please direct all future Action Requests after the cutoff time to the support icon in the top right-hand corner (pictured below).

Below is the ticket that will appear when using the support icon in the top right-hand corner. Thank you all for your patience & cooperation during this system enhancement.

 

Equiant Staff
Each blog post features a member of our fantastic Equiant talent to spotlight their role with Equiant and how they specifically create an outstanding client experience:
 
Name/Department: Wade Burns / Director of Contact Center
How does your function support Equiant’s day to day operations? My function supports loan servicing by making recoveries day-to-day. The customer can call in & make a payment, reset their password, etc.
Do you work with any other Equiant departments? I interact with operations for payment research, disputes, etc. I also work with Client Experience on general product support, subject matter expertise with eqConnect, & recoveries module.
What is your favorite memory at Equiant to date? My favorite memory was on April 1, 2019. This is the date that eqConnect went live with inConact. I felt very vulnerable because I fully chose to use Nice by inContact & I wanted everything to go well and it exceeded even my expectations!
 
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