Communication is the most important
single activity of man
Communication happens everywhere. We communicate when we face our clients. We communicate when we interact with other teams. We communicate when we work with our teammates. Communication can be visualized as the bloodline of business in our society and, on a smaller scale, of each individual company. Thus, when a breakdown in communication occurs, the whole company suffers. According to a survey published by the Economist Intelligence Unit such breakdowns may lead to a 30% loss in sales!
When employee communications flow smoothly, the company benefits from good and proper handover, especially for teams that interface with the clients. One major dissatisfaction indicated by clients is the “hot potato”-problem. The clients’ issue is being passed from one department to another, with nobody knowing who should be taking the responsibility, leading to long resolution time.
Beyond that, there is also the wasted effort of trying to explain the same situation repeatedly to different people within the same organization. A well-communicating team will know the who’s who for the different problems. This ensures a pleasant and unified experience for customers, keeping the brand promise of the company to the clients (see here for a great blog on this topic).
Jack Ma once quipped: “Business is like a war”, and in a war, timely and precise communication from the front-lines reduce the fog of war and empowers strategic decision making. Companies with employees freely sharing and communicating are more agile and responsive to the changing landscapes of their industry. These companies foster a standardized method of working to make individuals and teams interact and communicate more effectively to decrease response time towards challenges and disruptions in the market (see this report by McKinsey for reference). They benefit significantly from decreased fragmentation in creative input and market insights from their employees.
While technology cannot force communication to occur between employees, it can be a catalyst in reducing barriers and providing employees with more tools and options in their method of delivering information. Leveraging on a unified communications platform will give employees the common ground and format to collaborate in the most effective ways. If you’re unsure if you are ready for UC, have a look at our ebook: