Collaboration and Communication - Is More Better?

Scan in any paper records and file them against the customer. Keep mobile phone records and match them against customer records.

Ensure that field personnel complete meeting and telephony contact records either directly during the contact with the customer, or directly afterwards.

Get the customer to sign off the record as a true representation of the meeting. Turn on recording for web and audio conferences and file them correctly for ease of recovery.

True, it is not possible to record the nuances and the every word and happening of all direct interactions, such as face to face meetings, but our view is that by capturing as much as you can, by demonstrating that your whole value chain, from central systems, through intermediaries to the prospect/customer, is logged as much as can possibly be expected, it will be far harder for a customer chancing his or her lot to present a legal case as to how any "off record" remarks could have been made.

It's a nasty world out there - to ensure that you are covered, you need to look at the multitude of different communication and collaboration tools that are used by your customers and employees - and make sure that you have them all covered.

You can download the PDF version of this article here