Social Learning Platform for Customer Support – Case Study from McKesson

Social Text organized a webinar recently that showcased how McKesson implemented Social Text for improving their customer support function for the Physicians Practice Solutions Group. The webinar was presented by McKesson’s Tim Kelli, Executive Director of Customer Support. Here are some useful takeaways from the webinar:

Before Social Text, information was disseminated through variety of tools such as Wikis and SharePoint. Different product teams used different methods for delivering support. In addition, there was the added dimension of different customer categories / channels such as Enterprises and Value Added Resellers.

McKesson deployed a centralized model for categorizing issue taxonomy and focused on identifying the greatest “call drivers” events. Knowledge sharing activities were centered around these “call drivers” to get the greatest bang for the least amount of investment or maximize the return on energy.

McKesson adopted an open policy for content authoring and avoided the “review – approve” cycle. However, when new content is published by an employee, it is not available to external users until it obtains the necessary validation through peer reviews, comments, and edits.   This strategy allows McKesson to encourage knowledge sharing, while at the same time, control the flow of information to external parties. Also, Standard Operating procedures (SOPs) as well as customer communication is locked and accessible only to key administrators.

Micro-blogging and activity streams (like Twitter feeds) has became an extremely popular means to access trending articles. At the same time, users have access to traditional search methods via table of contents for all products.

The social learning platform was further enhanced through integration with SharePoint and making video-based training content and discussion forums available with other unstructured content. The training department also uses the discussion forums or groups to solicit feedback on the training content available through the portal.

Key metrics for tracking impact of social learning includes Average Speed to Answer, Average Handle Time, Grade of Services, Knowledge Investment Quotient (KIQ). KIQ refers to agent-wise score on how often they are using the social learning platform, how often they author, comment, and share information through the platform.

Most importantly Social Learning ROI metrics are driven by:

1. Investment (time) to Author Vs Utilization of Content (Used in solution event / views / likes)

2. Cost of Support Event (Call / Chat / Email) without Centrally Authored Content Vs Cost with Social Learning Platform.

Srinivas Krishnaswamy


I love to read and share thoughts on technology, enterprise learning, mobile and any thing cool that impacts enterprises.

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Posted in Social Collaboration, Social Learning

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