The Market for Online Tools (2004)

Consultancy projects

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In 2004 BusinessLab were commissioned to undertake a study to investigate the potential use of interactive, self-service online tools for small to medium sized businesses (SMEs).

The aims of the project were to consider best practice and current offers in both public and private sectors in the UK and overseas, to deliver a business case for online tools in terms of their sophistication and cost per use - versus customer satisfaction and value added, and to identify development options.

In this, the BusinessLab team drew extensively on the research undertaken by BusinessLab during the creation of their highly successful 'Digital Advantage' programme. One of the three main strands of Scottish Enterprise's post millennial ebusinesss strategy, 'Digital Advantage' helped several thousand SMEs in Scotland.

Desk research showed that companies tend to use online tools to help customers to understand issues, make plans, compare options, decide needs, calculate costs and purchase goods. Generally, online tools are designed to keep the customer tied into pre-and post-sales processes and, essentially, to assist 'closure' i.e. to reinforce a user's decision processes. The overriding motivation of the user is the need to achieve a specific objective i.e. to test, check, calculate, fix or complete a task that is essential to reaching a desired outcome - as quickly and as easily as possible.

BusinessLab concluded that there was an opportunity for government agencies to influence the market and directly stimulate the use of online tools to help develop strategy, support business growth processes, and improve the understanding of the potential of e-business.

Partner quotes

"For any individual interested in older adults or any for-profit or non-profit entity looking for expertise, guidance or relevant data ... there is no greater integrated experience or seamless, end-to-end data than what is being orchestrated by ActiveAge."

Dr Gary Moulton
Product Manager
Microsoft Corporation
"BusinessLab’s development and maintenance of the ActiveAge website and information stream is both a regional resource in the United Kingdom and a model that others around the world are attempting to emulate."

"But ActiveAge is doing more than collecting and distributing information. It has become a valuable nexus of business, government, universities and NGOs. I can assure you there are few activities in the world that have successfully brought together the various interests."

Prof Joseph Coughlin

Founding Director
MIT Age Lab
"ActiveAge has opened up for us a whole range of new and sometimes unexpected opportunities, helping us to think in fresh ways...and facilitating the development of innovative partnerships across the public, community and private sectors."

"The BusinessLab team has been consistently responsive to our needs, playing a key role in helping us shape our thinking about the future."

Colin Williams

Head Of Transformation

Newcastle City Council
"I see BusinessLab as a key partner adding considerable value to our existing work as well as differentiating us from others working in similar fields. I am in no doubt that this relationship will evolve over time to our mutual benefit."

Ken Milroy
Chief Executive
The Aberdeen Foyer
"The stimulus, analysis and encouragement provided by BusinessLab has guided the school into developing many innovative solutions to more effectively deal with families."

Kevin Beaton
Head teacher
Sydney Smith School
"Partnering with BusinessLab brings both traditional and non-traditional benefits to the relationship.

True to BusinessLab's reputation, the company is composed of a tight nucleus of professionals who are result driven. This tight nucleus has formed a loose association with many expert contacts around the world, giving you, the partner, an exposure to new ideas, new people and best practice."

Peter Griffiths
President
Jersey Information Society Commission (Ret)