Pop the champagne! I’d like to congratulate Tim Kelly, Executive Director of Customer Support at McKesson on being named as one of the Top 7 Social Business Leaders for 2012 by InformationWeek’s The Brainyard. McKesson is a long-time Socialtext customer. We (and I personally) have developed a close relationship with Tim and are proud to be a part of the company’s success in helping McKesson’s employees, VARs, and customers collaborate effectively.
Part of what I love about McKesson’s use of Socialtext is the precision with which they are able to measure its impact. McKesson’s Socialtext implementation spans both internal stakeholders (employees) and external stakeholders (VARs and customers). It’s generated impressive ROI:
- Average time to answer customer calls has decreased 66 percent
- Same day resolution of concerns from customers has improved 12 percent
A deeper look into McKesson socializing customer service to drive business value can be seen in our recent free whitepaper.
In the feature article, 7 Lessons from Social Business Leaders, editor and key industry influencer David F. Carr explains why Tim was considered:
Measuring the performance of social initiatives against quantifiable metrics lets companies see what’s working and what needs to be fixed. Hard numbers can also be useful in terms of getting people–internally and externally–to buy into the use of social tools. It’s one thing to say that employees should use social technology because it will improve collaboration; it’s more powerful to tell, say, customer support representatives that the technology has been proven to reduce the amount of time they will spend on each call.
This shout out to Tim for McKesson’s use of Socialtext to better workforce collaboration within the company just goes to show that with metrics like this, there is little argument that enterprise social software can deliver dramatic, measurable business benefits. We look forward to growing our relationship with McKesson, and all of our customers, on the path to creating truly social businesses.