internal helpdesk communication with snapcomms
TRANSCRIPT
SnapComms
• Over 1.3 million users
• Over 450+ customers in 45+ countries
• Used by Fortune 50 companies
• Enterprise platform, global usage
• Premium service and support
Customer Testimonials “SnapComms enables us to reach more personnel instantaneously where radios or pagers may lose connectivity in some areas of the plant or may have been disabled.” – Major Manufacturing Company
“We needed something that was flexible, easy to use, that could target the whole organization, parts of it or individuals. If they see an alert they know it is worth reading.” – IT Service Management, Towers Watson“It allows us to get a message out very easily.”“It’s a very good tool. For me it’s a complete no-brainer.” – Global Head of Marketing, Citi Bank
SnapComms Overview Video (Double Click image below
to play)
Positioning
SnapComms for:• Urgent messages• Important messages• Where guaranteed readership is important• Where readership reporting and acknowledgement is important
SnapComms helps organizations "Get
Employee Attention" for important
messages and to help organizations
measure that attention.
SnapCommsHead OfficeOpCo's &
Regional Management
Business Units
Employees in multiple locations
Collaboration tools, e.g. Slack, Yammer
Delivery mechanism for any content type• Validation Message
supported by Nurture Messages
• Desktop Alert • Ticker• Screensaver • Desktop Wallpaper
Staff Quiz Staff SurveyRSVP InvitesVideo Alerts
How does it work?
SnapComms Servers
Content Manager
Administrator (Sender)
SnapComms Client
SnapComms Client
A Microsoft Installation File (msi) is installed on all employee computers.
This acts as the Receiver.
OR
On-premise Server
Key Product Attributes
• Different visual channels
• Targeted communications
• Recurrence and escalation
• Delivery to mobile devices
• Scheduled messaging
• Campaign tool with compliance validation
• Detailed reporting
• Multiple delegated admins
• Cloud or on-premise
• Simple to deploy
• SMS, digital signage, email add-ons
• Comprehensive Knowledge Base
Helping ImproveHelpdesk/ IT Communication
Typical pain points for Helpdesk Manager
• What else?
• Reaching all staff not on the network or working remotely.
• Reaching all staff when email is unavailable.
Reach Remote Staff and Staff not on the network
• No Need for email
• Reach Remote staff via mobile
Communication
Further Information
Typical pain points for Helpdesk Manager
• What else?
• Reaching all staff not on the network or working remotely.
• Reaching all staff when email is unavailable.
• Fast communication to all staff members at short notice.
Fast Communication at Short Notice with Quick Publish• Publish content to targeted users in 3 clicks.
Typical pain points for Helpdesk Manager
• What else?
• Reaching all staff not on the network or working remotely.
• Reaching all staff when email is unavailable.
• Fast communication to all staff members at short notice.
• Proactively communicate planned and unplanned system events to all staff.
Alert Notificationtool
Scrolling Tickertool
Communicate planned and unplanned system events to all staff
Typical pain points for Helpdesk Manager
• What else?
• Reaching all staff not on the network or working remotely.
• Reaching all staff when email is unavailable.
• Fast communication to all staff members at short notice.
• Proactively communicate planned and unplanned system events to all staff.
• Impacting staff behaviour and awareness of security issues and system events.
Security Awareness
Desktop Wallpapertool
Video Alerttool
Alert Notification tool
• Get key security messages across.• Develop a campaign with a number
of the tools
Typical pain points for Helpdesk Manager
• What else?
• Reaching all staff not on the network or working remotely.
• Reaching all staff when email is unavailable.
• Fast communication to all staff members at short notice.
• Proactively communicate planned and unplanned system events to all staff.
• Impacting staff behaviour and awareness of security issues and system events.
• Attendance and reinforcement of training sessions
Improve Attendance & Reinforce Training• Quiz tool to reinforce training• RSVP Alerts to encourage attendance
Further Information
Typical pain points for Helpdesk Manager
• What else?
• Reaching all staff not on the network or working remotely.
• Reaching all staff when email is unavailable.
• Fast communication to all staff members at short notice.
• Proactively communicate planned and unplanned system events to all staff.
• Impacting staff behaviour and awareness of security issues and system events.
• Attendance and reinforcement of training sessions
• Establish positive interactions between IT and other staff/departments.
Establish positive interactions between IT and other staff/departments
Measure Readership of Messages• Learn and Improve Communications
• Quiz & Survey Results Key Product Attribute Page
Add ons available:• Digital signage extension• Send to SMS• Send to email• API integration & with other systems
Key Product Attribute Page
Demonstration
Next steps• Engage wider team
• IT discussion and approval
• Trial / proof of concept / Customization
• Purchase and deploy
• On-boarding
• On-going training and world class support
What is your usual process?
“I appreciate the support I received today! It was a huge help in a tight time frame.”
“I received a call from the Helpdesk today in the morning. Because of 13 hours time difference this was not expected from me. And they had reviewed my questions before they called me and had a solution on their hands”
“Leaving this feedback because I was extremely satisfied with the SnapComms team and their response to the situation at hand. Thank you SnapComms!”
“I've received nothing but excellent support from the sales and technical staff at SnapComms.”
“Product accomplished the tasks it was made to do. Support from SnapComms is exceptional.”
Value to other Departments
Internal Communications Manager• Communicating with all employees.
• Attendance and reinforcement of training sessions.
• Drive and measure traffic to the intranet.
• Measuring communication effectiveness.
• The ability to gather real time employee feedback.
• Existing engagement channels offer limited appeal to employees.
• Achieving high attendance of “Town Hall” meetings and readership of executive communication.
• Ability to communicate company wide scheduled and adhoc events.
• Achieving high readership of all corporate messages (Non IC).
Health & Safety Manager
• Reaching all staff not on the network or working remotely.
• Fast communication to all staff members at short notice.
• Ensuring staff are informed of H&S issues in a timely manner.
• Attendance and reinforcement of training sessions.
• Encouraging the adoption of new processes and impacting the behaviour of staff around H&S.
• Ability to measure readership of H&S messages.
Product Manager• Communicating with remote staff.
• Fast communication to all staff members at short notice (product recall, product advisories).
• Attendance and reinforcement of training sessions
• Maintain consistent and regular product information organisation wide.
• Communicating product launch material• Build awareness of impending product launches• Communicate quick wins post launch.• Ensuring consistent product knowledge (organization wide).• Fast feedback/correction of organisation knowledge.
• Measured readership of executive and corporate communication.
Sales Manager• Reaching all staff not on the network or working remotely • Attendance and reinforcement of training sessions• Maintaining a high level of product knowledge through the sales team.• Communicating Project wins to all staff/sales staff• Ensuring visibility of achievement versus target.• Encouraging competition within the sales team.• Organisation wide consistent sales message.• Preparing and building sales team awareness prior to and during
product launch phases.• Measured readership of executive and corporate communication.
Contact us to learn more
• Sign up for our free 30 day trial click here
• Request a personalised demonstration here
• Click here to see our contact details.
Supporting Slides
Educate Staff• 80% training forgotten if not reinforced
• SnapComms Quiz tool
• Collects responses
• Identify weak areas
Improve Attendance and Reinforce Training Page
Reach Mobile Staff• High Readership
• Fast Communication
• Guardian Group Example
Reach Remote Staff PageKey Product Attribute Page
Targeted Communications• Target Different Departments, Mobile
Staff, and Office Staff Individually
• Target Via• Users & Groups• Machine Based Targeting• Naming Conventions
Key Product Attribute Page
Scheduled Messaging • Achieve High Readership• Plan Campaigns• Impact Behaviour• Examples Key Product Attribute Page
Why the SnapComms Campaign Tool?• Customer feedback pointed us to develop a campaign based tool
• A campaign is a bundle of messages around the same compliance topic - usually containing a validation item bundled with nurture communications
• The nurture items deliver education and awareness messages
• The validation item requires the employee to comply, acknowledge or validate understanding
• Compliance status of the targeted employees is available real-time.
Key Product Attribute Page
Campaign Calendar
Day 1 Invitation
Day 2 Cartoon and Article
Day 4 Screensaver
Day 6 Wallpaper reminder
Day 7 – 9am Ticker reminder
Day 7 – Take away resource
Day 7 –Commitment FormDefault Publishing Options
Day 8 – Campaign Results
EscalateAdvanced Publishing Options
Day 10 – Drip campaign - Screensaver
Day 10 – Drip campaign
SnapComms Campaign ToolProduct Screenshots
Campaigns
Create a Campaign
Editing Validation Item
Create Nurture Item
Campaign Items
Validation Any 2 Channels
Validation All 5 Channels
Available as 3 or 6 tool package
+
+
+
Commercials
+
Campaigns• A Campaign consist of a set of messages:
• Typically one validation item – usually towards the end of the campaign
• Supported by numerous ‘nurture’ items• 4 preconfigured campaign types based on certain scenarios
• Compulsory Comply – reader has no option but to agree / comply / acknowledge• Option to Comply – reader can choose not to comply• Validation – validate the reader’s knowledge and obtain commitment• Nurture only – educational / informational communications
Campaign Planning• Prepare and assemble your campaign content
• Determine your required outcome then select a Scenario to match – Compulsory Comply, Option to Comply, Validate Understanding or Information only?
• Determine you timeline – when does the campaign start and end?
• Map your Campaign materials to a Calendar
• Upload your content to the SnapComms Content Manager
• Schedule and Publish
• Measure Compliance Status