Public Client Workspace: Once a prospect is fully subscribed to the service, the individual's status changes to that of a client. The financial services team has a public workspace designed for sharing documents and materials of interest to all clients. This may include things like the overall financial performance of the financial institution, video messages from fund advisors, and articles of interest. Internal team members can designate some documents as "must read" or "must review," and keep a digital record of when a client opens and/or reviews such documents. This could be important for documents related to changes in terms of service, tax law updates, notices of availability of 1099 forms, etc.
Private Client Workspace: Finally, the firm can create a private workspace designed for a specific client. In this workspace, it will post documents specific to that client, such as portfolio performance, account maintenance reports, any new documents that need signing, etc. Again, multimodal communication and collaboration is available between the client and team members.
There are numerous situations where a structured, reusable workspace has applicability. Any repeatable process involving people, documents, structured workflows, and collaboration may be a candidate for a structured workspace. The important point is that team workspaces, supporting business process flows, can deliver high value even in work environments where we may not initially consider a team workspace construct as a potential solution.
IBM Watson Workspace and CaféX Spaces are two examples of structured workspaces. Users can customize these workspace products for inclusion in specific business processes, creating structured and guided workflows that use team workspace principles such as persistence, messaging, shared file repositories, and multimodal communications capabilities. In addition, they can create reusable workspace templates for repeatable processes. Teams can use the workspaces to guide group collaboration to a desired outcome, and they can incorporate auditing capabilities to chronicle and archive the timing of completed milestones and decisions.
It is entirely possible that businesses may be able to rethink and reimplement their customer experience strategies, including those supported from the contact center, using team collaboration principles and supported by structured workspaces.
Most of us have been exposed to "regular" team workspace concepts; embedding team workspace capabilities into structured business process workflows is an emerging idea that has tremendous merit and upside.
