Account Team Communication

Problem:

The customer account team is distributed and shares information in meetings, emails and phone calls. The "team" consists of a core group with day to day and oversight responsibilities, as well as a wider group of stakeholders in the product, marketing, operations, and executive worlds. Keeping all parties up to date on information that is directly or indirectly relevant is time consuming for all those involved, and often information may be lost in the process.

Solution:

With Traction TeamPage, the team can share articles, email, notes, and other information about the account to stay up to date and operate in unison, in real time. The executive summary email keeps all team members and stakeholders up to date on customer related activities without a flood of cc'd email. The system allows the organization to "look over the shoulder" of the core account team without bothering them with phone calls or emails asking for status or customer feedback.

A TeamPage space may also be created to share information, communications and documents with the customer. The customer may also use this space to directly provide feedback and get responses from the organization. Often a customer or prospect may ask a series of questions about a new product or service. Without TeamPage, the typical process is to forward each customer's email to the 20 people who coulf answer it, and the typical reaction is a CC: spaghetti mess.

The ability to comment on the paragraph level allows Sales Engineers and Product Managers to efficiently provide feedback and information that can be made visible to the customer and can form the basis for future FAQs or other knowledge elements.