AppStore
Having a coordinated feedback, innovation and improvement strategy will mean something different to every organisation. In practice you will need multiple applications to deal with the sources of feedback and the delivery of improvements.
To address this need TalkFreely provides a platform in which you can build applications that match your needs. To help organisations along this journey we provide a readymade store of the most popular applications for you to take, use and change as you wish.
Here are just some of the pre-built applications that you can benefit from
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Continuous Improvement Management
For such an important process it is rare to find formal approaches that manage and control the process of improvement from suggestion to delivery. All too often it is left to the ‘normal communications’ channels to deal with any suggestion, with an expectation that it will be implemented only if it is good enough. Unfortunately this approach does not offer the control that is needed to sustain improvements, nor the formal recognition of those ideas that deliver improvements and those that won’t. This application enables your stakeholders to review existing ideas and if appropriate submit and track new ones. Once submitted, the idea can be managed through each of the stages to implementation or rejection. Real-time dashboards track the progress of all ideas, making sure that you never miss out on an opportunity to get ahead.
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Innovation management
Innovation is a process that can be implemented and managed like any other business process. The key to managing innovation is to set clear challenges that are aligned to the needs and priorities of the organisation. This application enables you to set regular challenges targeted at specific stakeholder groups within your organisation. If a stakeholder has an idea that can address a challenge, they submit it, and it is then made available for other stakeholders to assess, rate and discuss. Many companies integrate the innovation management and continuous improvement management applications to manage the end to end process of innovation and improvement.
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Website Feedback
When people visit your website, it makes sense that you give them the opportunity to tell you about their experience, and how you can improve. This App allows you to collect real-time contextual information about the page where feedback was given; the experience of the visitor; and any comments that they choose to make. Once submitted, you can choose to treat different types of feedback / levels of experience in different ways (E.g. You may want to be notified immediately when people complain). When received, the feedback can then be responded to / addressed if appropriate. As this pool of data grows, you can analyse people’s opinions and measure the improvement of their experience over time.
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Complaints Management
Sadly only about 10% of customers that have a poor experience complain. This application enables you to help address this gap by allowing you to invite customers to submit complaints via web pages, email or by phone. You get to choose the type and format of the information you want to capture, and if you wish, intelligently route the customer through only the questions relevant to their complaint. Once submitted, you can enable the customer to track and discuss the progress of their complaint online. Once submitted you can choose to automatically allocate complaints to the correct department for resolution; set actions; record details of investigations; discuss issues with colleagues; attach findings; and communicate with the customer. Reporting, audit history and reminders ensure that things get done and you learn from each experience.
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Ask a Director / Manager a Question
You can learn a lot about an organisation by the questions that people ask. Unfortunately many questions don’t get asked, or worse go unanswered simply because the people best placed to answer them are the busiest and least accessible within an organisation. Encouraging people to ask questions of senior people, breaks down barriers, quashes rumours and ensures that the right information is being delivered to the organisation. This application enables organisations to invite questions of its employees; channel them to the right director; communicate responses; and make public those questions and answers that have the potential for wider interest.
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Participatory budgeting
Limited budgets, and too much to do, life would be a lot simpler if it was the other way around. When you have to make difficult decisions, engaging your employees / customers in an exercise of Participatory Budgeting (PB) can help raise peoples understanding of the difficult compromises to be made. The use of PB is more common in the Public Sector, and this application enables your organisation to present a list of choices how a pot of money can be spent. The application maintains a running total of the choices, and accepts a combination that is within a specified budget. Once submitted, the combination of choices can be analysed and the most popular identified and if appropriate selected.
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Whistleblowing / Confidential Reporting
Allowing people to report incidents in confidence / anonymously not only opens a valuable source of information but can also addresses a number of regulatory requirements (SOX, Public Interest Disclosures Act). This App allows organisations to invite confidential feedback whilst providing the raiser with the ability to stay in touch with their submission and engage in anonymous discussion. On the management side, access to can be limited by user / case. Those with access are able to catagorise, escalate, investigate and deal with each submission as appropriate. Each event is recorded and time stamped so giving a full audit history.
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