Share real-time feedback from branches to operations/product teams

Share real-time feedback from branches to operations/product teams

In most organisations, back-end teams do not have a real-time connect with the customers so any feedback about the product or process takes time to reach the right person. In the meantime, it leads to customer dissatisfaction and loss of frontline efficiency.

At IIFL, branch employees use Workplace groups to share real-time feedback with back-end teams based on repeat customer complaints.

This allows information to travel from front-end to back end in real time and dramatically reduces the time taken to fix the product or process.

The teams can also exchange more information by commenting on the original post. This keeps the conversation well organized and allows teams to review past exchanges easily when required.

If more people are facing the same issue, they just react to the same post or comment on the same post with a ‘me too’ message. This eliminates the need to make repeat posts for the same issue while effectively highlighting the magnitude of the issue.

Most importantly, in IIFL’s case this feedback comes from frontline employees who don’t have a corporate email id because of which earlier they didn’t have a direct way to relay any such feedback to the back end.

How to do it in your organisation in three simple steps:

  1. Create ‘Open’, ‘Teams & Projects’ type groups for every relevant function. Keep membership type as ‘Anyone can join without approval.’ Keep posting permissions to ‘Anyone can post in this group without being a member’ [Resources here]
  2. Add the respective functional team members to this group. Cross-functional members can add themselves as and when needed and post their requirement. Publicise the presence of this group to relevant audience appropriately.
  3. Make a pinned post on this group explaining the purpose of this group. Be prompt, responsive, and respectful of the feedback received on this group.

About IIFL (India Infoline Limited)

IIFL is India’s leading integrated financial services group with diverse operating businesses, mainly, Non Banking and Housing Finance, Wealth and Asset Management, Financial Advisory and Broking, Mutual Funds and Financial Product Distribution, Investment Banking, Institutional Equities, Realty Broking and Advisory Services.

It has more than 12,000 working from more than 1,150 branches across India, all of whom are on Workplace. A significant proportion of frontline employees was email-less which was connected with the rest of the organisation for the first time through Workplace.

More about the company here.

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