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Process Improvement Through Social Media

Thursday, March 29, 2012 by Slaughter Development

Social media is a great way to build relationships, but it turns out it can be used for business process improvement. An Indianapolis firm is using an enormous network to be more efficient in customer service.

A company called Crossroads Business Solutions provides a variety of IT services to their clients. This includes state-of-the-art telephone systems that makes use of VoIP (Voice-over IP) technology. Although the handsets are sleek and well-designed, they do require some training to use. Rob Green, president of Crossroads, realized that the most effective technique for teaching customers how to become more productive with these phones would be to leverage the world’s largest social network.

So how is this a form of business process improvement? Take a quick peek at the first minute or so of their video (direct link):

Of course, this clip really only applies to customers of Crossroads Business Solutions, because of their preferred configuration. But it’s also a great way to do training. This program requires no travel and does not need to be repeated for employees who can’t make a live training session. The voice on the video is already familiar to customers. The total number of views gives a rough idea of the number of people who have watched the training. And here’s another potential bit of process improvement: Crossroads could even use the comments section to answer questions.

Process improvement is both science and art: not only do you need to pay attention to measures like efficiency and effectiveness, but you must be able to be inspired to a given situation. Rob Green found a better way to train and support customers, which in turn will help improve telephone productivity.

It might seem like video training is nothing new. However, leveraging YouTube is a much more effective process. Improvements to everyday business take creative thinking at work. Help your company to be more successful and more productive. Reach out to a productivity consulting firm today!


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Like this post? Here are some related entries from The Methodology Blog you might enjoy:

The D&D’s of Social Media PR - Small business owners know that half the battle to successfully growing a company is by building a public image. And though the world of social media provides an endless opportunity for exposure, it takes a lot of time and energy to maintain. So, are there ways to have your cake and eat it too when it comes to social media PR? Read on »
Social Media Productivity - Slaughter Development’s founder has another article in the electronic edition of the Hamilton County Business Magazine. This piece is about productivity and social media. Read on »
Anti-Social Media - Here’s a question for the day: How can you tell when a company’s product has swept the nation? Answer: the moment it becomes the the running joke on television. Read on »


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