When you’re an airline that receives 35,000 social media inquiries per week, you need a fully engaged team to be able to pull off your commitment “to respond to every user comment or question within 60 minutes” and resolve every issue within 24 hours, but this is exactly what KLM Royal Dutch Airlines is doing. The airline even updates their social media banners every five minutes letting customers know the approximate wait time for a response.
Today, most companies are using social media in some capacity, but very few are anywhere near achieving the full potential. People assume that social media for business purposes are primarily for marketing and recruitment. But, leading organizations like Burberry, Virgin and General Electric are recognizing the positive impact social media can have when it implemented across all departments within the organization. The term Whole Enterprise Social Media means the integrated approach to the use of social media for performance improvement. Though integrated social media systems are available, most companies are still functioning with internal department working in silos and using technology systems specified for a single business purpose. The problem is that this makes communication more difficult and processes very inefficient. For example accounting, sales and marketing are three different areas that likely have overlap of customer and vendor data. Working independently means three different departments are entering the same data, communicating in various capacities and likely not coordinating efforts very well internally.
Supply chain, a process by which we extract raw materials somewhere in the world and convert it to some form of a manufacturing process and deliver it to customers, this is a classic definitaion of supply chain and as most of us know everything is leaning towards digital, and supply chain does not exempt from this. Salesforce introduced a digital and cloud-based platform for sharing information and allowing all stakeholders to visually monitor and view different aspects of the process from manufacturing standpoint to billing and invoicing customers. In classic definition of “Supply chain” the input in the process is the raw material (in possession of a supplier) whereas in cloud industry or any professional services sector the vital substance is the human capital, and sales force is pioneer delivering a magnificent and innovative service to High tech, telecom, and so many financial service organizations across the world to monitor and track the chain of supply from supplier to the consumer. Salesforce journey is all about improving access to information through streamlining and automating information delivery and simplifying business process where we are referring to as supply chain process.
When you’re a global company with employees stationed around the world it’s easy to assume employees in one country know little to nothing about employees or happenings in other offices, but at Unitron, it’s quite the opposite. According to their global LinkedIn profile, it’s “a great thing to be a part of a culture that thrives on making the unexpected happen, and where team members’ work together to go the extra mile for customers.” The “company that designs and manufactures really great hearing instruments” has more than 20 offices around the world with their corporate headquarters located in Kitchener, Ontario.
Organization: Wells Fargo & Company Industry: Financial Name of contact: Kelli Carlson-Jagersma, VP, Internal Collaboration Web references: Wells Fargo, Case Study: The Road to Social at Wells Fargo, Charlotte Observer: Bank Watch Blogspot (Feb. 2015), Wells Fargo Blog It’s no secret that engaged employees have the potential to drive a high-performing business. In fact, a 2013 report by Harvard Business… Read more »
How can we increase sales leads? How do we develop a consumer driven product? Salesforce.com exemplifies the practice of leveraging social computing principles and technologies to support the product development process, innovation and business goals, programs and resources. They do this through various products such as sales, service and exact target marketing cloud, salesforce platform, chatter and work.com. Sales… Read more »