The document discusses improving internal and external communication at a company. It proposes several short term actions: 1) Creating an email policy and using Outlook templates to standardize internal communications. 2) Developing a customer communication platform on MyCCV to provide answers to frequently asked questions without phone calls. 3) Training employees on using communication tools like Outlook templates and the MyCCV customer platform. The goals are to streamline information sharing internally, reduce customer wait times, and answer questions without phone calls. Everything can be done internally at no additional cost by developing templates and policies.

1. Ideas
Competition
Team “be the we – 10”

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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8. Outlook – Quick Part – How does it look ?
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9. Outlook – Quick Part – How does it look ?
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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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