Disrupt Internal Processes

People often focus on disruptive technology or ideas for their business when examining the products they make, the services they offer customers, or the technology they use.


I think the problem is that they are afraid to disrupt their internal processes or procedures. Look at how you manage HR, your internal help desk, training requests, or any other internal requests. Are they as efficient as they could be? It's time to change that thinking and shake things up. Technology has changed, expectations have changed, and now it's time to advance your thinking to deliver or exceed the expectations of your internal users. This will improve the overall experience and streamline in places you may not have thought possible.


It's like the old saying about the mechanics’ car always being broken down: you never take the time–or more precisely, make the time—to address the internal issues that require the most attention. 

Disrupt your thinking - revisit internal procedures to improve everything. It's a ripple effect.

Here's an example:

 A global company with approximately 125,000 employees came to us with a request. On average, they have 5,000 employees travelling on any given day. Being global, there are different rules that govern travel expenses and booking guidelines depending on the region the traveler works out of. In their old system, travelers had to navigate through 11 to 14 different menus to get to the right region-based agent to handle their travel request.


We were able to identify key pieces of information to make routing decisions. Being native to Skype for Business granted us access to crucial user information. Having access to a database with additional information like cell phone numbers and employee IDs granted us the ability to identify almost every single caller and make most of routing decisions based on region, etc. without prompting the traveler. Now callers only hear a one menu at best and four menus at worst.


This works to identify the necessary information to get to the correct collaboration experts the first time, and it delivered the gains the contact center sought out.


The ability to natively interact with not just databases, but Skype for Business information allowed us to disrupt the internal travel department and deliver an experience that far exceeds the old way of doing things. It has saved time and money, all while increasing customer satisfaction among users.


So how can we be disruptive when looking at internal processes? Ask yourself the following questions:

·         How about starting from a different point of view?

·         Maybe look at routing communication based on collaboration or at least examine framing the conversation in a collaborative way?

·         Who needs to touch this interaction ensure it’s handled?

·         How many people touch it today?

·         How can we simplify this process?

·         What do we know about it today? 


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