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Understand how to create a well-structured internal communication governance in Rocket.Chat |
To increase synergy and organization in the intersection between the Sales and the Engineering teams, we have created a MVP of internal communication plan which was divided into: cross-channels organization, organization of channels by department, and a comittees structure.
To be effective in defining the organization across channels, it is important to interview the stakeholders who are involved in the process. Understand your perspectives, needs, gaps and map them out. The second step is to define the channel objective, type of questions, stakeholders, the channel leader (a person or area) and SLA (if necessary)
Type of questions: Roadmap, suggestions of new features, new features delivery forecast
Resposible - receive: Omnichannel - Renato Becker, Team Collaboration - Milton Rucks, Saas - Ricardo
Who can ask questions?: Every RC employee
Way to notify/ask - System: Product Suggestions - Zoho
Tracking: Quarterly Committees to share the product roadmap
Type of questions: Very technical questions about the product, implementation, code errors, etc
Resposible - receive: PMs need to coordinate and direct the question to the technical responsible
Who can ask questions?: Pre-sales team & CS
Way to notify/ask - System: Channel exclusive (PMs + Pre-Sales + Support leaders + Tech Leads)
Tracking: Extreme Technical Questions most of time don’t have a SLA. How to track the process?
Type of questions: Technical questions about RC bad behavior during customer calls, livechat, product demonstrations, etc
Resposible - receive: Technical Leads team
Who can ask questions?: Pre Sales team & CS
Way to notify/ask - System: Channel exclusive (Tech Leads + PM & CS)
Tracking: SLA support team - FCR (first contact resolution) - During Working hour (Product team)
Type of questions: Technical questions about RC bad behavior during self navigation or non-critical situations
Resposible - receive: PMs
Who can ask questions?: Every RC employee
Way to notify/ask - System: Report Bugs - Forms
Tracking: How to track?
From time to time, the structure of teams within Rocket.Chat needs to be revised. It is important to review the entire structure, understand the teams' needs and address them in the right channel.
We developed a channel structure for the sales team, based on the fact that the team is growing rapidly and some parts of the processes needed to be more visible to the team.
Creating channels with automated CRM messages can be a smart and quick way to bring more transparency to your sales force
Content & Purpose: New Inbound leads in the platform - alert the sales team (easier way to notify the sales team about new inbound leads)
Responsible - Receive: The reps from the lead region
Who can ask questions?: Automated messages - no questions
Way to notify/ask - System: The whole Leandro Coletti team
Tracking: Not necessary
Content & Purpose: Customers who are in the last 2 weeks without contract signed, big acount Saas cancellations & PQL with more than X employees (reduce the contact time with the client)
Responsible - Receive: The reps responsible for those leads
Who can ask questions?: Automated messages - no questions
Way to notify/ask - System: The whole Leandro Coletti team + Bruno Weiblen + Pre Sales team + (Rodrigo/Gabriel) + RevOps team
Tracking: The rep responsible for that lead needs to comment with a status
Content & Purpose: Closed deals
Responsible - Receive: Sales team
Who can ask questions?: Automated messages - no questions
Way to notify/ask - System: Sales Team & Leaders
Tracking: Not necessary
Content & Purpose: Announcements cross-department that has an impact in the Sales team
Responsible - Receive: Sales team
Who can ask questions?: Marketing, Sales Enablement, Partnership, PMs, Community leader & Technical writer
Way to notify/ask - System: The whole Bruno Weiblen team + PMs, Pre Sales, Community leader, Technical Writer
Tracking: The rep responsible for that lead needs to comment with a status
Content & Purpose: Internal Sales Announcements which do not directly impact other teams.
Responsible - Receive: The reps from the lead region
Who can ask questions?: Automated messages - no questions
Way to notify/ask - System: The whole Leandro Coletti team + Bruno Weiblen
Tracking: Not necessary
Content & Purpose: Important announcements & alignment among sales leaders
Responsible - Receive: The region leaders
Who can ask questions?: VP, General Manager & Region Leaders
Way to notify/ask - System: Leandro Coletti team + Bruno Weiblen + other sales leaders
Tracking: Not necessary
Content & Purpose: Open or close critical client tickets (An extra support to clients tickets, putting more visibility in some critical cases)
Responsible - Receive: Support team
Who can ask questions?: Sales team, Pre Sales team, Other departments leaders
Way to notify/ask - System: Support team
Tracking: Not necessary
Understanding the types of communication is a good starting point for defining your organisation/department's committee structure. What kind of news / announcements can be part of a channel? What kind of information is better to be in a meeting than in a channel?
Channels are not the right place to share strategic announcements, they are the right place to support a strategic announcement made by the CEO in a company-wide meeting, for example.
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