Wikiportal : How Customer Centricity drives Change
Magic Happens !! – How Customer Centricity drives Change, The Wikiportal Story ..
I had never heard about Social Computing , Sales Collaboration when I took over this assignment. The only brief I had for my job was “to make sales & knowledge processes useful for the sales team so that there is significant business impact created” . Coming from a program management background I had no idea about Developing Portals , marketing , branding , Building a unique customer Experience. The team assigned to work with me had developers , designers , communication experts each with independent and strong view on how we should create a change .
Within 2 weeks of taking over all of this became overwhelming . A team with no clear idea of what to do , “I was a manager with no idea of how to align individual aspirations with organizations expectations” .
It thus became evident that to get this team has to work together there has to be a broader purpose to succeed beyond the “just employment” . While the team constitution was based on individual specialization . To succeed together they needed a common motivation .
To build this motivation, I got them together for a workshop and white boarded all the ideas . Keeping the session open , I encouraged team members that we capture all the ideas without any prejudice. Idea list soon, went into pages . Once everyone was exhausted , I converted their ideas into a simple survey and decided to put it to our internal customers (Sales team) for validation . As the responses started pouring I could see a direction emerging . Sales team had responded to us with the clear list of benefits they were looking to derive from the “Sales Collaboration Portal” . Each of the team member had now realized the value of their ideas . “The joy of getting their ideas reinforced by customers was a much needed acknowledgement of their individual thought”. This was all that was needed to bring the team together”.
With all the requirements available to us we prioritized the responses on a simple 2X2 Cost Vs Benefit matrix and prepared a development plan . There was a new spark in the team who now wanted to see their ideas come to life. The energy was infectious . We decided to call the sales collaboration portal as WikiPortal , Since Wiki was a synonym of Building knowledge by collaboration . While the development team was busy in testing and bug proofing the product , The marketing team had started the work on launch campaign .
Though WikiPortal had multiple benefits to reduce time in sales lifecycle and had unique features such as
– “Solve my sales bottleneck” , An online sales helpdesk to assist them in complex sales cycle
– “Gallery” of best sales proposals , Win themes and secrets
– “Collaterals” – Live and updated sales collaterals for all the service offerings
We kept the launch based on single proposition which was “Find the right collateral first time every time” . None of us was sure about what the sales manager could search , There could be thousands of keywords combinations . However we all took a risk and decided to take on ourselves , to find the right collateral and send it to sales team by email in case the search failed to deliver the right result . This was the highest degree of commitment which one could expect from the team . By now All of them wanted to succeed .
The product launch went flawless , The planning , perseverance and passion all had come together to build a world class Sales Enablement platform . Wikiportal had received 95% Customer satisfaction score within 1 month of launch , The highest adoption for any IT application ever in HCL . As the volume of users grew on the site , We brought in controls and governance policies to ensure we continue to deliver a great experience to every single user .
Wiki portal Succeeded because a group of individuals worked as a team, all for a single commitment, to achieve customer centricity . For all of us in the team it is one identity which will always pride us in our life.
Written by Abhinav Mittal, Abhinav is Author & IT Productivity Coach based out of Dubai, He has a more than a decade of experience in helping business leaders get more value from their IT investments