Here at Coveo we often discuss the importance of insight – leveraging the full breadth and depth of information available across your organization. As we all know, this can include all subsets of data – structured and unstructured – email, voicemail, digital channels and more. We’ve also discussed the importance of being a customer-centric organization.
Now, what does this mean in delivering a better business value? In the most basic of terms, it means that through the use of multi-channel text analytics, correlations among the vast amounts of data distributed throughout the enterprise, in the cloud, and social channels, can be identified, parallels drawn and information exploited to its fullest potential – whether in the form of better customer service, improved brand perception or increased employee performance. It’s correlating these information relationships across various sources that give companies great insight into their business.
Take for example the restaurant industry. Beyond good food, there is an expectation of good service and consistency of delivery from the first drink order until the last dessert is served. If not done properly, this day can be a disaster for any restaurateur.
So how does that tie to information sharing?
For some time now, we have worked with a large-scale restaurant chain that recognized early on the importance of a consistent service experience as part of its brand. As part of employee training and development, the company established a “Know-How” online community for its 1.2 million associates to access information – everything from best practices for upselling particular products and promotions to branding rules and regulations for a more consistent experience.
By pulling together all of this information into a single source and correlating that data into a digestible format that is easily searchable by every employee, the restaurant chain is more easily able to train its employees and disseminate information in a timely manner for on-the-fly promotions and best practice sharing. Moreover, the company can deliver a consistent experience associated with the brand, regardless of location.