This document provides a description of what the Communication Touch process is and examples of where RPM has seen it used as a best practice amongst existing subscribers. The purpose of this document is to create more awareness around the different ways a subscriber can utilize their process automation and create seamless communication within their business.
What is a Communication Touch?
A Communication Touch is a process that allows enabled RPM users to document their most recent interactions with suppliers, customers and/or sales partners, which in turn provides a global database of all communication taking place within their business.
There is no limit on the level of customization a subscriber can build into this process, and furthermore, each subscriber has their own definition of the scope of communication they believe is worth documenting.
RPM’s preconfigured comm touch process includes details such as who the specific contact was that they communicated with, what department they are in, what form of communication was used, the date of the interaction, and a summary of the conversation.
Why Use a Communication Touch?
Using the Communication Touch process provides all enabled RPM users with a global communication database to document the most recent interactions with sales partners, suppliers and/or customers that can be accessed at any point in time. This makes for a seamless communication resource between the various departments within a business. It is often the case where a follow up action may be required, which is where RPM’s workflow automation can create action triggers based on the various comm touches entered to notify the appropriate user within RPM.
Best Practice Examples
Ex 1: RPM Accounting receives an angry phone call from an existing subscriber explaining their invoice is outrageous this month. After calming them down and solving the invoice issue, RPM Accounting learns that this subscriber is not fully utilizing the platform and has questions on how to set up some fields in a process.
In this case, RPM Accounting would enter a communication touch to track the entire discussion with the existing subscriber. Most importantly, it would allow RPM Accounting to notify RPM Support that they need to be proactive in reaching out to this subscriber and ensure they are fully satisfied by answering all of their questions. In the future, the comm touch process would provide a history of this interaction so that all RPM users were aware this took place.
Ex 2: The CEO of XYZ Telco Unlimited (who is an RPM subscriber using the comm touch process) attends a training session for a supplier who is offering a new VOIP product. He wants to inform his sub-agent in RPM that this new supplier offer is available and includes a 5X SPIFF.
In this case, the CEO could log in to RPM while he is sitting at the training session, and enter a communication touch with the details of who the supplier is, what the new product does, as well as the 5x SPIFF offer. As soon as the CEO selects “Follow up needed by: Sub-agent”, and completes the form, the agent will be notified of this offer along with the details of the supplier and product.
Ex 3: RPM Support receives a referral during a support call with an existing subscriber to a company who is potentially interested in purchasing an RPM subscription.
In this case, a comm touch would be most effectively used by having that member of the support team adding the comm touch form, where they would include the details of which referral partner is interested in RPM, their contact details, the date of the interaction, where the referral came from, and ensuring the appropriate sales member at RPM is going to receive a notification to reach out to them. Typically this is done by selecting “Follow up needed by: RPM Sales”. Not only does this allow the sales rep to reach out to the interested partner, it also allows them to thank the existing subscriber who provided the referral and build a relationship for potentially more referrals moving forward.
The Communication Touch process can be used differently from one subscriber to the next. The purpose of this document was to define what a comm touch is, why a subscriber would use it, and examples of best practices commonly used today.
As you can see in the examples provided, the comm touch process provides a database of all of the most recent communication taking place with sales agents, suppliers, and customers. This not only allows RPM users to have a reference point to access before going into their next interactions with these different parties, but provides a method of seamless communication between all departments in your business.