Complexities in communication technology and its impact on office procedures and automation|
I believe that efficient communication in any organisation forms the back bone of the organisation. I am going to discuss about how communication is handled at Vitruvian Technologies Pvt. Ltd. (VPTL) . I will cover the sales cycle followed and how communication takes place within and outside VPTL.
As a part of the sales activity we used to send product e-mails in quantities of 500 to 1000 mails per batch. This generated enquiries for the product but the issue here was that the numbers of enquiries were very less and also there wasn’t a way to identify if the receiver read or visited any web-site links in the mail. The solution to this was we adopted the “e-mail campaign” technology. This technology allowed us to identify those prospects that have opened the e-mail or have show interested by visiting the links in the mail. Based on this data the sales team was asked to call up these prospects and initiate a verbal communication regarding the product. Since they were interested the e-mail they were happy to get a call from VPTL. There was often a mistake made by the team when they sent e-mails to the clients such as the subject was missing, attachment was missing, ‘Carbon copy’ and ‘Blind carbon copy’ field were missing. Such mistakes either sent a very wrong message to the receiver or the seniors were left out of the loop. To make sure that these mistakes were never repeated again all the members were asked to follow a quick check list before sending an e-mail.
Written communication with the prospects gave rise to oral communication on the phone. Here addressing to their queries and managing to fix and appointment were the key goals for the team. Mobile phones were the primary mode for communication. Often there were abrupt disconnections during the conversation on the mobile phone. Such disconnection would lead to client losing interest in the product or less interested. To counter such situations a land line phone was installed.
Telephone communication played very important role for the sales team. All the sales call was done via telephone communication. Sales team was specially trained to do sales call. Major difficulties faced were establishing the communication with the client. A lot of time the client use to be in a meeting or out of range or driving or considered the call as a call from a call centre. Special attention was given during initiating the call so that the client was interested in the conversation. If the client was busy in a meeting the client was asked for a suitable time when he would be available for the conversation. Even after establishing the communication, identifying the choice of language in which the client will be comfortable was smartly identified by the sales executive on the fly and then he tactfully switched the communication in the respective language. This was how the difficulties of telephone-communication were overcome by the organisation. Communication within the organisation was also important. Communication between the team and any member of the organisation was done with the help of online messenger called “Google Talk”. This was the fastest way to directly communicate with any member of the organisation since he/she is just a click away. The technical team head would get in touch with the sales representative (who is responsible for bringing the order in) for understanding the requirement of the customer or if any customisation which was promised to the customer for doing the sale. The management was just a click away from each and every member of the organisation. “Google Talk” also helped us to transfer files immediately and thus not relying on the e-mail service. The benefits offered by Google Talk were very attractive but there were also disadvantages. These disadvantages were identified after using Google Talk for a while. The extensive use of Google...