In our workplace, how many times does it happen that we have a question and we don’t know who to ask. How many times does an arbitrary discussion, which may be of value to others in an organization, is lost because it is not captured in a systematic way, thereby leading to wasted time and efforts. Information on-the-go, information in real-time are some of the buzz words doing rounds these days and the need of the hour is to have a collaboration platform where people within an enterprise can collaborate in ‘real-time’, anytime, anywhere for:
- Effective internal operations.
- Agility of the workforce.
- Efficient and Smart decision making.
Portals, Wikis, Forums, etc do provide a collaboration platform within an enterprise. However, with the rapid ascension of micro-blogging tools like Twitter (and facebook to some extent) in public consciousness, innovators in Enterprise 2.0 space are encouraged to foresee enterprise micro-blogging tools as extensions to existing collaboration platforms. Such convergence will redefine the future of enterprise collaboration platform, making it more effective and useful. Analyst Jeffrey Mann predicts that “by 2011, enterprise micro-blogging will be a standard feature in 80% of the social software platforms in the market.”
Real-time, on-the-go collaboration solutions are more relevant within CRM community. One of many use cases is that of a sales representative at a customer location. While pitching a product to the customer the sales representative is bombarded with many questions, of which some answers are not known to him. He immediately uses his mobile device to post a question, making it visible to his colleagues across geographical locations (many of them he doesn’t even know personally). Within few seconds, someone with an answer to the question comments on his status and provides the necessary information. Similar use cases are applicable for a service technician or a marketing manager who need access to quick and real-time information.
The time has come when the power of micro-blogging applications at enterprise level cannot be ignored. However, the question remains whether we have hit “bull’s eye” with such an integration of micro-blogging tools available in the market with present enterprise collaboration offerings or is it just the tip of the iceberg?
The objective of a collaboration platform is to simplify life and as stated by Blair Pleasant, President and Principal Analyst, COMMfusion:
‘The less the people have to do, the better it’s going to work‘
With that note, I would like to end my blog. It would be great to know your thoughts on this topic. Kindly remember, your feedback will help us develop next-generation CRM.