Social media has taken off in a big way, customers (be they the general public or other businesses) now choose to interact with us in new ways, either via Facebook, Twitter, LinkedIn or other social networking platforms. We also have to remember that we must not forget more traditional forms of interaction, such as a written letter, phone call and even email. It’s important that these interactions are captured and stored accordingly, ensuring that end users have all the information they need to help the customer and or to process actual work.
But social is not just understanding and managing how external forces interact with your business, it’s also about understanding how a working environment is social, and how those social interactions can have a big impact on the way we work, or even the actual work that is being carried out.
It is key that collaboration and social interactions are captured, and wherever necessary, can influence the way we work, even the process definitions of what work needs to be done. An adaptive solution embraces social concepts, improving worker and process efficiency while providing the freedom to users and teams to work how best suites them.
Social media interaction has shown that rigid applications (typical BPM, ECM and CRM) struggle to keep pace and handle conversational type interactions well, especially when these interactions can happen anywhere within a customer’s lifecycle or via different areas of your business. workFile Vision and its @WE philosophy is all about providing an IT solution that adapts to the needs of the business, customers and users. workFile Vision @WE flexibility ensures that social concepts are easily managed and have a positive impact on your business.