Drive product-based cross functional collaboration
Workplace is helping Illumina deliver an exceptional customer experience. Illumina has “Subject Matter Expert” groups set up for the company’s core products. Membership to each SME group is automatically and dynamically managed for global product and field service and support teams. In the SME groups, members, post updates about products, share customer success stories, and ask for help, creating a central technical resource.
How to do it in your organisation in three simple steps
- Find a business need that can be solved from open, timely and transparent communication. Identify who has the information and who would benefit.
- Get leadership buy-in and identify champions.
- Clearly communicate the group’s goals by defining the business opportunity and how the group solves the problem and what type of content should be posted (and what shouldn’t / what’s out of scope).
Illumina is improving human health by unlocking the power of the genome. Illumina’s focus on innovation has established the company as the global leader in DNA sequencing and array-based technologies, serving customers in the research, clinical, and applied markets. Illumina’s products are used for applications in the life sciences, oncology, reproductive health, agriculture, and other emerging segments. More about the company at www.illumina.com.
Illumina deployed Workplace successfully to 100% of the company’s employees in early 2017 and has been innovating on the platform since then. Workplace is the foundation to communication at Illumina and is embedded in all the company’s core communication processes.