RCN Uses Crowdsourcing to Develop Customer Service

The Royal College of Nursing (RCN) has launched its new crowdsourcing microsite, designed to engage staff in the development of its customer service offering.

The microsite, which will be based upon the Crowdworks crowdsourcing platform, will be accessible to all RCN employees and offer RCN management the opportunity to engage with staff across the UK to come up with new ideas to improve the organisation's offering to its customers.

Designed to facilitate a collaborative approach to ideas generation, the CrowdWorks microsite will enable users to donate, vote, discuss and collaborate on any of the ideas and suggestions contributed by the community.

The crowdsourcing microsite will be live throughout October with ideas generated used to inform the future development of the RCN's customer
services offering.

Matthew Batten, customer service project manager at RCN, explains:

"It is important to RCN to thoroughly scrutinise its customer service offering and look at innovative ways to maintain great levels of customer service.

"Crowdsourcing represents a good way of ensuring all staff have the opportunity to have their views heard. We've used Crowdworks previously
and recognised some genuinely tangible benefits. I'm hoping our second experience of crowdsourcing will also encourage an atmosphere of best
practice and ideas submitted will once again snowball into ideas implemented."

Nick Wright, founder of Hubbubideas the creators of the Crowdworks platform, comments:

"To truly obtain ideas and insight from the frontline - which can then be channelled into targeted training for instance - the RCN required a suitable forum for the debate to take place. Because of the size and structure of the RCN, traditional consultations or surveys would have proved time, resource and cost intensive.

"The RCN is a forward thinking organisation that recognises the benefits of harnessing social media and crowdsourcing to engage with staff on a
large scale for the betterment of its customer experience standards. The team at Crowdworks is delighted to be helping RCN to achieve this and
I'm confident that the action plan produced, and subsequent improved service levels, will be hailed a triumph by all involved."

About Crowdworks

Crowdworks is an innovative and intuitive crowd sourcing platform created by Hubbub Ideas. Crowdworks is powerful, flexible and scalable, occupies the leading edge of this latest incarnation of purposeful social media, and enables businesses, organisations and online communities to mine into the potential knowledge and creativity reserves of all of their stakeholders. Info: http://www.hubbubideas.com.
 

Read more customer service news