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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Tags: social media