|
I came across a very interesting case study regarding the implementation of a client extranet at NoiseWorks an IT public relations company in UK. Tom Cheesewright, who managed the implementation, followed the following process: Define objectives NoiseWorks found that it was spending an inordinate amount of time compiling information and responding to specific information requests from users. Reducing the time spent responding to customer information requests, by giving them a forum where they could themselves access information, or browse through FAQs, was one objective of the proposed extranet. Another objective of the customer extranet was to create a culture of openness, and create a forum where customers could have access to information and candid conversations with the company. Another objective was to simplify working with overseas customers, who had different work hours, and create a 24 hour forum for them to access information. Software selection Tom decided to go with an extranet system which many members of their team were already familiar with. Tom's criteria of selection were an extranet system which could be accessed with simply an internet connection, and had user friendly interfaces for ease of use. Tom's advice to others is that the solution selected should keep the amount of information and level of access in consideration. "If you don't have IT skills in-house, consider a reputable IT service provider who can help with set-up, hosting and on-going support," he adds. Monitor and review NoiseWorks undertook a formal review of the system a few months down the line to see if they were some measurable improvements. They found a 25% saving in our time serving clients, which freed people to work on other projects. Plus, it even enabled employees the flexibility to occasionally work from home. Added benefits were super satisfied clients who found that they had faster turn around times and could reduce their own workloads, and have instant access to desired information. This also gave NoiseWorks a new sales pitch to win new clients. Advice Tom has some advice to give out to companies undertaking similar projects. Quit while you're ahead Not every process may be suited for the extranet. After initial experimentation NoiseWorks found that forcing some processes into the extranet did not have desired results. His advice is that companies should do periodic review and discover which processes are working well through the extranet, and which ones are not. Don't dump everything in Initially there is the temptation to dump all the information you have into the extranet. This creates disorganization and information which is hard to trace at a later stage. Tom suggests a calibrated approach where every bit of information is vetted before it is added to the extranet, and regular housecleaning sessions were spurious information is cleaned up.
|
