The transfer of internal information is a vital part of customer service. If you have ever been required to repeat information while on a call with a customer service agent, you have experienced a system with no means to transfer internal details. And, if you have been the customer in this situation, you have likely felt disgruntled during and after that call.
However, in a growing business, it can feel impossible to tackle the issue of knowledge transfer.
Fortunately, Adi Klevit of Business Sucess Consulting Group spoke with Matt Schwartz of Constructive about his system of internal information transfer. This system allows Matt to transfer massive amounts of data from one person to another and makes his company function more smoothly. This system has helped his business go from a solopreneur enterprise to a going concern with a busy team at his side.
Use This Strategy for Internal Information Transfer
In the interview, Matt said, “When you are an enterprise that involves people doing knowledge-based work together in the services industry, your first and best system is the process and the structure by which you communicate with each other.”
This idea is reflected in his system for internal communication and information transfer. Here’s how it works.
1. Set up a way that everyone who needs the information can access it.
This may be done using an office intranet, Google Drive, Dropbox, Basecamp, Microsoft Projects, Asana, or other storage/project management tools. There needs to be one central, accessible location for the information to “live” during the project.
2. Create a procedure for collecting the vital information necessary for your industry.
For example, Mark is a branding expert, so he gathers assets, information, and knowledge about the client. This includes information that the team can reference, meeting cadence, the deliverables needed, and more.
3. Correctly label the information collected.
For example, any images needed in a project should be labeled as such, whereas any images that need to be modified or replaced should also be labeled correctly.
4. Set up a system for updated information to be added to the project.
You may build a system for archiving completed work, checking off tasks on a list, or anything else that works for your team.
5. Build an archive.
When the project is complete, do not throw it away. You may need to reference what you did or provide archived information to the client.
6. (Concurrent) Document as you go.
Make sure that the system you choose has documented processes and procedures so your team doesn’t have to reinvent the wheel every time they start a project.
Building and documenting processes and procedures is vital to continued business success. That includes creating internal knowledge transfer and communication systems. If you are expanding your company or struggling to manage communications with your current employees, schedule a free initial consultation today. The systems and knowledge transfer experts at Business Success Consulting Group will talk with you about your business, identify pain points, and help you build a plan for systematization.
