We often tend to think of “information silos” as a problem that plagues only big businesses. Afterall, we’ve all suffered from the horrible customer experiences associated with big companies that have inept service departments wrestling with incompatible technologies, complex procedures, incongruent information flows, and a host of other issues that breed inefficiency, duplication of effort, frustration, and a horrible overall customer experience.
At a very fundamental level, the issue information silos present is that they breed disconnected workflows. Disconnected workflows create inefficiencies such as making it virtually impossible to do data analytics or leverage any relevant or applicable dataset effectively. It goes without saying that inefficiencies are “public enemy #1” for any business looking to manage costs and drive more margin to the bottom line. So, left to their own devices, information silos cost money and should be addressed wherever they exist. And it’s not just a big business problem, small businesses suffer from the problem too.
Two Common Examples
There is no question that in most companies, information silos exist between social media, email, print, CRM (and other applications), databases, messaging apps, and the many other applications most companies have to manage. Bridging these gaps represents a major challenge which can be expensive, time-consuming, and fraught with peril.
In amidst this din, however, there is one information silo that we believe represents a major hole in the data management of many companies, small and large alike – and that is the management of the workflow between cell phone voice communications, instant messaging, and data analytics.
For example, what happens today when a caller leaves a voicemail message for you on your cell phone? Is your voicemail integrated with your CRM or any of your business intelligence systems? Can you produce a complete timeline of communications between you and your customer that includes all major forms of communications, i.e. voice, voicemail, email, messaging? Most people can’t. The disconnect between these systems creates major inefficiencies. How many of us can identify with the following discussion between two business colleagues;
“I sent [it] to you…”
“How? Email? Skype? SMS? Facebook? LinkedIn? “
“I don’t remember – let me send it again”
“How are you sending it?”
We’ve all had that conversation because we all use multiple forms of communication. How about this conversation – have you ever experienced this before?
“Hey, did you get my message?”
“I left you a voicemail…”
“Oh…sorry – when did you leave it?”
“Oh sorry – I haven’t checked it yet, what’s up?”
Sure you have. We all have. These conversations are examples of information silos that lead to inefficiencies which take time to resolve, and ultimately cost money.
One Awesome Solution
If you haven’t tried it yet, you should download the free Tendant app. It bridges many of the communication silos most people have between voice, voicemail, and messaging. It is based on a very clever and ingenious principle that all communications between two parties should be recorded in single timeline. So when you use Tendant, you’ll see all of the following in one instant messaging timeline between you and the people you do business with:
- Voice mail messages (both the transcript and audio)
- Text messages
- Calendar invites
- Chatbot results (questionnaires you’ve sent your party)
- Shared documents
- Shared files
And in the not too distant future, you’ll be able to see other information as well – everything that you’ve exchanged with another person will be in ONE place. So when they asked “Did you get my message?” You’ll be able to confidently reply – “Absolutely! Didn’t you get my reply?” Download Tendant free from the Google Play Store® or Apple App Store®.