What do all successful companies have in common? The collaboration.
When companies decide to collaborate and communicate with their customers, they improve both their quality of service and their understanding of customers on a personal level. This increased knowledge enables a long-term relationship, the impact of which is evident on the return on investment.
Now that the sphere of interaction has shifted to virtual, with remote work, the service must be available at all hours of the day and night. Hybrid work is taking hold and it is common to work with remote interlocutors in countries with different time zones. Therefore, companies need to be able to exchange information quickly and efficiently internally and with customers to keep pace with everyone.
We must accept to work differently, asynchronously, and no longer rely on physical meetings to move forward. Here are some tips for working well on your customer relationship remotely, in the virtual world.
Go beyond siled data and processes
With remote work, data is held in different systems with none of them being a single authoritative source. Much of the data can be considered “dark data” – lost or too hard to find, and therefore untapped.
Old, inflexible data backup methods prevent access to content in a context that we believe is relevant, limiting collaboration and creating roadblocks. Businesses need tools that allow them to break down these silos by connecting applications and directories to have a complete view of information, wherever it resides. This access to information enables organizations to provide fast and accurate customer service, giving them a competitive advantage.
Effectively share information
When collaborators and clients work together on projects, multiple team members must edit a single document. It may sound simple, but what happens when this document has been sent by e-mail? It’s hard to know what the latest version is and it becomes digital clutter. No one knows who has the latest version, where it is saved, and if it includes the latest updates. A nightmare ! Worse still, it could have been sent to the wrong person. No return possible: once the part has been sent, you cannot erase what has been done.
For effective collaboration, organizations must adopt best practices, such as sharing documents through a centralized platform without involving the IT department to send large documents. This helps control access to documents to authorized people, for added security, by allowing users to manage access after sharing and remove access if a document is mistakenly distributed to the wrong person.
Respect compliance and security
With digital transformation and the shift to remote working, data is increasingly complex and extensive. Privileged accounts, or credentials that offer a high level of permissions, are falling victim to an increasing number of cyberattacks, making consistent management more important than ever, especially in highly regulated industries.
It is essential that sensitive documents do not fall into the wrong hands and are only shared with authorized persons. Organizations can rely on security policies that only allow content to be shared with a specific group or limited number of people who need the information. This control of access to information allows for better, efficient and secure collaboration.
As hybrid work is set to continue, collaboration takes on its full importance and value. Organizations must be able to share information quickly and efficiently. With better data visibility, efficient information sharing, and enhanced security, businesses can deliver a better experience to their customers.