Magazine article Talent Development

Information Station

Magazine article Talent Development

Information Station

Article excerpt

What happens when employees and customers are given a central hub to communicate with one another? As it turns out, a lot.

This story was told by Lori Aberle Gentile, senior director of global learning at McAfee, now part of Intel Security.

CLIENT

McAfee, now part of Intel Security

OPPORTUNITY

Intel Security, a security technology company, wanted to enhance internal knowledge sharing and collaboration, with an end goal of improving its online customer support. It had online support forums for its business customers, but the capabilities were extremely limited: Intel Security staff couldn't easily interact with customers in these forums, and there was no easy way for them to collaborate with one another on customer issues.

DIAGNOSIS

With an expanding product portfolio that included more comprehensive security solutions across a wider array of devices, the company needed to provide more complex support. Solving customer queries by interacting with colleagues across business functions was now a necessity.

After reviewing several options, Intel Security selected Jive, a software program that would host an interactive customer-facing community, as well as an internal community that would drive knowledge sharing and teamwork among employees.

METHODS

Employees use the platform to share best practices and project plans, access training materials and other resources, and plan improvements to products based on customer feedback shared in the external community. The learning function uses the platform to connect to its various client-facing groups via technical product discussions, leadership and employee training, and sales training; and also as a team-based collaboration space.

User adoption has grown steadily each month as more employees discover avenues for collaboration on both venues that didn't exist before. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.