2. Reducing Silos to increase efficiency
According to Ron Ashkenas, co-author of The Harvard Business Review Leader’s Handbook and The GE Work-Out, cutting across silos is an “unnatural act”. Yet management will tell you this is key for any business model to work. Despite this, 70% of customer experience professionals and executives have identified silo mentality as the biggest obstacle to customer service.
Social Media has undoubtedly become the bridge between many departments. When it comes to this particular channel, there are endless use cases that show how social media data sets and digital systems can be used to break down silos and increase efficiencies.
Meltwater’s media intelligence and analytics platform, for example, can be used across multiple business functions, stretching far beyond brand management. Competitive intelligence data can be used to inform CSR strategies, advise investor relations, support HR with crafting relevant job ads, mitigate supply chain risk, optimize IT processes, improve customer experience, and more. Leveraging such data, sharing reports and collaborating helps users from different departments all have a seat at the table.