2. We want to improve our communication
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3. We want to improve our communication
• We realize there are no set rules regarding internal communication.
• We lose time searching for our customers. Sometimes insufficient
information is provided to identify the customer.
• Each department perceives optimal communication differently.
• Our customers should have the possibility to find answers to their
questions without having to call.
• Every day we provide recurrent answers to our customers.
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4. What can we do on the short term ?
• Create a policy for more a professional email exchange (internal and
external).
• Use outlook templates (quick part) for internal communication.
• Create a communication platform on myCCV for our customers to provide
them with answers without them having to call.
• Teach our employees how to use our communication tools.
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5. Email policy
• We have to create an Email policy. These rules should be implemented in
every department.
(examples):
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Use hypertext link instead of attachement when a file is on our network
Replying to the whole company for an individual comment/answer
There is no need to reply a simple « thank you »
6. Outlook – Quick Part
• We could use templates in Outlook for our internal communications. There is an
office tool called « Quick Part » which is designed to speed up communication
by E-mail. It could reduce the omission of useful information and the risk of
potential typos by users.
Examples :
• Incomplete data (customer numbers, terminal ID, name of the company)
• « Copy and paste » mistakes
• Structure of the e-mail
• Unending or verbose e-mail
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7. Outlook – Quick Part
• These templates can be created for many different topics.
Here are a few examples :
• Cancellation of documents/contracts.
• Reimbursement.
• Copies of documents.
• Calling back a customer.
• Proof of payment.
• Leads.
• Etc.
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10. My CCV – dynamic customers FAQ
• To reduce customer calls and wait, we should set up a dynamic platform
on myCCV to answer frequently asked questions for our customers. The
idea is to give our customers the opportunity to choose predefined topics
and not only provide a list of questions (as on our website).
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11. Cost & realization
• Everything can be done internally = no additional costs.
• We have to identify recurring internal communications for each
department.
• Create templates with Quick Part in Outlook for each department.
• Set up an Email policy.
• Set up MyCCV FAQ platform (e.g. with Knowesia).
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