Collaboration suite: Connects every role

What is a collaboration suite?

While there is no specific set of capabilities that a collaboration suite should have, all collaboration suites must have the following characteristic:

A collaboration suite is software that provides businesses with a set of applications, all integrated with a layer of online collaboration tools.

How exactly is this useful?

Effective collaboration tools help you to share knowledge, streamline processes, and keep everyone in the organization on the same page.

Picture this scenario played out in an organization not using a collaboration suite:
Members of an organization are working on a developing a product. The marketing team gathers insight from the social web and records their findings in one document. The marketing team may discover some sales leads, which they must then pass to the sales team. They may also uncover issues which they must pass on the customer support team; they also takes calls and receives emails from customers and makes a list of issues that need to be fixed. the R&D needs to acquire the document from all teams and create requirement that meet the company’s goals and customers’ needs. The project management team then uses the requirements to create relevant tasks and assign time frames for completion.

That’s a lot of steps, right? Not to mention, a lot of documents. If the members of this organization want to successfully deliver the right product, they need to make sure that information is clear when they pass on their documents to another department.

Let’s take a peek into an organization using a collaboration suite:
With a collaboration suite, all organization members can simply log into the software via a browser and have access to information collected by all teams. For example, if they were to use a collaboration suite like OneDesk, the marketing team can use the built-in social media monitoring tool to search for and listen to what is being said about the company’s brand on Facebook, Twitter and blogs. They can then tag the comments as ideas, issues, leads and feedback, and bring them into OneDesk for the appropriate department to find; the support team will find issues in the cases application, and the sales team will find leads in the ideas management tool. They can then make the feedback viewable to all departments, after which the R&D team can turn ideas into requirements, which the project team can create tasks from, and develop products that the market wants.

OneDesk: An all-in-one collaboration suite

collaboration suiteOneDesk includes applications for many roles:

All these applications are interconnected and topped with a layer of collaboration tools such as an activity stream, chat, discussion forums, interactive calendars, blogs and more. These allow team team members to easily communicate with each other and ensure everyone is on the same page. Try OneDesk now for free and get your whole organization collaborating.

Related blog posts:
Collaboration tools: Help get things done
Online collaboration: Communication 2.0
Enterprise collaboration: Going forward
Collaborative learning with web 2.0
Leads generation the social way
Workplace Organization With The Collaboration Inbox
Software for teamwork: A solution for every role
Collaboration software: Why are they popular?
Your Projects Team, Unified with OneDesk

Related tutorials:
OneDesk’s collaboration inbox
Lessons on discussions
Lessons on OneDesk’s collaboration projects

One Response to “Collaboration suite: Connects every role”

  1. Great point, Alan. Still, it will be interesting to see how long they will be able to sustain this.

    Thanks for your insights!

    Catherine

  2. Alan Klement says:

    1. Stripe is a very small startup.
    2. Stripe is just getting started.
    2. Stripe’s product is just an API for developers to use. There’s actually no GUI – at all.

    Let’s come back to Stripe when they have 10,000+ customers, any kind of GUI and is at least 1 year old.

  3. Hi Cat – Good article. Parents should be applauded for supporting their children in this way, because very few children will follow through on these important feedback issues without encouragement. Have you thought of reaching out to local parenting associations/publications with this message? Also, the investigative reporter in me still wants to know why Hasbro created the gender bias; I guess the mother is equally frustrated. This touches on using “high-brow” language when dealing with consumers, too. A lot of great points made. I suspect most marketers need re-educating on the value of effective customer communications. The Internet has changed everything.

  4. Katie Parvin says:

    I completely agree. You have to have the right tools in order to be successful. I’ve seen so many businesses struggle, even though they have a great product, but they aren’t equipped with the proper tools necessary to succeed.
    Thanks for the post!

  5. Thanks, Peter. Spoken like a truly passionate product manager. Thanks again for taking the time to share your thoughts on Quora and Twitter.

    Cheers,

    Catherine

  6. Very thoughtful post. There are so many challenges with the Product Management discipline that it’s difficult to pick the most difficult stage of software development. That being said, I would not want to be working in any other role.

  7. Andrea Lucas says:

    This seems like a great idea for your business. Whether you’re in your office or on the road, it seemed this service may help you keep up-to-date on meetings and tasks. Good post.

  8. […] OneDesk’s Blog reveals that the most important factor is to know your customer’s needs and understand how they prefer to communicate. You need to have a system that track customer behavior and through close collaboration between employees and customers, be able to sufficiently and effectively comply with the customer’s needs. The right customer service technology should be able to grant access to past customer interactions and map communication channels so that customers easily find answers to their questions. […]

  9. […] in this as well. The two I am familar with are Planisware (http://www.planisware.com/) and Onedesk (http://www.onedesk.com/product-t…). Both seem promising when fully adopted. I would love to hear people's experience with either […]

  10. […] information? Your customers have ideas and they want to be heard. In the OneDesk article “Innovation and Product Development Tips,” by Catherine Constantinides, Constantinides writes: The social customer is here to stay, […]

  11. […] OneDesk sponsors the PDMA’s 35th Product Innovation Management Conference | OneDesk OneDesk, an industry leader in social product development, is proud to be a sponsor of the 35th Product Innovation Management Annual Global Conference organized… Source: http://www.onedesk.com […]

  12. […] The development process and some scary facts | OneDesk We thought we would talk about some of the scary things companies are doing when approaching their product or service development process. Source: http://www.onedesk.com […]

  13. […] Co-working and how it stimulates innovation | OneDesk Co-working allows a global community of people to employ the values of collaboration, co-creation, community, openness and accessibility. Source: http://www.onedesk.com […]

  14. Hi Aly,

    Yes, crmoutsiders.com is indeed a great site. Thanks for sharing this with our readers.

    Best,

    Catherine

  15. Aly says:

    Hey Catherine and Chris – Another great blog is crmoutsiders.com. It’s not strictly Social but write frequently and have great insights into the industry.

    All the best – Aly

  16. […] Collaboration suite: Connects every role | OneDesk A collaboration suite is software that provides businesses with a set of applications, all integrated with a layer of online collaboration tools. Source: http://www.onedesk.com […]

  17. Thanks for your suggestion, Chris.

    Best,

    Catherine

  18. Chris Butler says:

    Also lots of Social CRM stuff on our blog at wecando.biz.posterous.com

    Regards

    Chris Butler
    CEO
    WeCanDo.Biz

  19. You are most welcome, Aly. Social CRM has been a hot topic and it is important to provide relevant and timely information to our readers. Paul Greenberg’s blog is definitely an excellent source for all things Social CRM, and its impact on the Enterprise.

    Do you recommend any other Social CRM blogs?

    Best,

    Catherine

  20. Aly says:

    Hi Catherine – Thanks for sharing the blog list! As a CRM supplier and consultant in Texas, I like to keep up with the latest goings-on in the industry. I already read Paul Greenberg’s blog which is full of great information but the others are new to me, so I’ll definitely me checking them out!

    All the best – Aly

  21. Kimberley Chan says:

    Thanks for sharing your thoughts with us, Aaron! That’s right, engaging with your community can be a lot of fun. It’s also one of the best ways to learn about your brand, products, industry and even competitors. We sure would like to see more people following the 80/20 rule.

  22. Aaron Eden says:

    I’m with you both when it comes to social media automation – where one must do it responsibly. In a good way, social media automation can save you time from the non-productive work of posting news on your niche that your peers may find interesting – so you can use that time saved in focusing on real conversations with them instead. If you ask me, I took Pareto’s principle into a whole new approach, where I’m following the 80/20 rule of social media marketing: as in 80% conversation and 20% automation. I guess, everything’s a chain reaction of events– and social media automation tools can help alleviate the woes of social media fatigue. Besides, the point of getting social online is to engage and have fun doing so, isn’t it?

  23. Kimberley Chan says:

    Hi George,
    That’s a very good question, very thought-provoking. Thank you for bringing it up! I do not know the what kinds of studies there have been on the subject, but I am curious to find out. Let’s keep each other updated on our findings.

    I also encourage all our readers to provide information on this subject.

  24. george says:

    I was wondering if there have been studies that quantify the value of customization. From a very real example, we know that you can purchase a plain T shirt for under $5 retail or you can pay $20 for a similar T shirt that has a Nike Logo on it. For some people, the Nike Logo may be worth more than an image they create themselves. Different product categories will enjoy different premiums for different reasons. I was wondering if anyone has ever studied this and if there is any information available on the findings. Thanks for your help.

  25. Kimberley Chan says:

    Hi Jim,
    Thank you for letting me know about your blog. I took a look at it and I think our readers can learn a few things from you. As you can see, I have added your blog to my list.
    Thanks!
    Kim

  26. Jim Holland says:

    Feel free to add my blog to your list. I focus on building product management best practices while using 20 years of B2B product management and product marketing experience

  27. Your discussion about 360 degree feedback has great importance in these days. Because the most people seeking for selection right channel and for business feedback. As you mentioned in your article 360 degree feedback understand all sides of business and 360 evaluations. Every business management wants to get desired feedback, which is only possible through 360 degree feedback & 360 evaluations.

  28. Kim says:

    Hi Lorie,
    Thanks for dropping by. The social web definitely plays its part in revolutionizing business communication and more companies are transforming in to a “social business.” However, transformation is never easy. Do you have any advice for companies who wish to make a smooth transition into Collaboration 2.0?

  29. Lorie Vela says:

    Hi Kim, a pleasure being here.

    I think it is really time now to dig, as you very well point out, deeper into collaboration strategies; the social media and the web 2.0 are not only a revolution for human interaction and communication, but a new way to see our world, and of course, its business implications make us reflects about enterprise models. As Social Media are now to human, Collaboration is to enterprise and Business.

    Thanks again for your mention and quote

    Lorie Vela

  30. Kim says:

    Thanks for your comment. I agree, there is so much more we can say about 360 degree feedback. We do plan on elaborating more on it in future blog posts; stay tuned and feel free to let us know what you would like to read about.

  31. 360 degree feedback is known as multi functional feedback.
    You post a nice article but we can write more here. You describe only the definition of 360 degree feedback, You can also describe the little bit more on 360 degree feedback services, Evaluations, Importance of 360 degree feedback, and much more.

  32. kalpana says:

    This gives the good information about 360 Degree Feedback.360 Feedback is a good HR Software. i got one company from Google Search “CEO Info Tech”.They are providing the best HR Software Products.

  33. Kim says:

    Glad you enjoyed this post, Shep. Thank you for sharing your thoughts with us, and keep up the great blogging.

  34. Shep Hyken says:

    Great article and I’m flattered that you included me as part of it. At the root of the modern customer service strategies are the basics. It’s common sense, that unfortunately, isn’t always so common. Thank you again for a great article.
    Shep Hyken, author of “The Amazement Revolution.”

  35. Catherine says:

    Hi Chris,

    Thanks for the comment.

    Yes, I have seen examples of such incentive programs and I can definitely recognize their value. However, this type of interaction may be too transactional in nature and may not provide the opportunity to collect valuable insight. I think organizations need to move beyond the website “feedback form” and explore other channels of communication to capture feedback and engage with their customers.

    Keep an eye on for more development in this area.

    Catherine

  36. Chris says:

    Interesting blog post, all your writing got me thinking about the future of our “social product development.” While our product is transitioning between “technology” and “product” I am looking at software for gathering feedback for the near future. There is one question on my mind, and you can email me or write a post about it: “How do I incentivise customers to provide feedback?” Sure I know that some customers will provide feedback out of passion for the product, and that is great. What about the rest? Have you seen cases of: points & game mechanics, contests, coupons, future discounts, or other “rewards” to solicit feedback and thus entice client (feedback provider) adoption.

  37. jodie_microsoft_smb says:

    One option to look at as an existing CRM tool for integration is Microsoft CRM. It’s available as on-premise and online solution and integrates with Outlook, Word, Excel and other applications via 3rd party apps. The interface is similar to Outlook so users may ramp up more quickly and there are resources for self-assist training and support. This link will give you more details: http://smb.ms/OutreachfDvU57

    Regards,
    Jodi E.
    Microsoft SMB Outreach Team
    msftoft@microsoft.com

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