It’s an old story, but all the innovation around us doesn’t make it any less true. Much of the information you need to win business (or to prevent losing customers) is inside your enterprise, right at your fingertips. The only problem is you can’t find it.
“It’s in people’s heads, in file repositories, in email inboxes,” said Heidi Farris, vice president of community engagement and marketing at Bloomfire, a knowledge sharing platform that unites cloud, mobile and social technologies. “We help individuals and companies to simplify and unleash that information."
Bloomfire isn’t a storage system that nags you and the people you work with to put your files in the right place. Instead, it captures expertise as you and your coworkers work by learning what is most relevant to you and delivering the content when you need it and where you need it. Not only that, but it filters out the “noise,” preventing wasted time and distractions.
You might even say that it makes you and everyone around you who uses it seem organized, well-prepared and smart. Think you could benefit from it? Me, too.
Customer service and sales people need information when they jump on a call, and they need it right in front of them. Who has the time to frantically flip between tabs, open files and message coworkers? You want to be set up to win from the start. Bloomfire wants that too. And if you’re a Salesforce user, it’s yours.
Deepened Salesforce Integration
Just a few days before Salesforce kicks off its highly anticipated annual Dreamforce conference at the Moscone Center in San Francisco, Bloomfire announced deeper integration with Salesforce.
Sales and customer service workers will now be able to access the content they need and ask questions and get answers from experts without leaving the Salesforce screen. For anyone who has ever been or ever watched a front line worker jockey between screens, this should bring a sigh of relief. Users of the integrated app will simply be able to focus on their customers.
Humans have terrible memories (machines record everything) and though people generally love to share what they learn while they’re working, they often don’t. Maybe they don’t have time or maybe there’s no easy way to do so. As a result, valuable information and insights are often lost.
Bloomfire wants to change that. Instead of sending users off on mad dashes to find something that was put somewhere, they can now use intelligent search to find it. In the case of sales, this means enabling search according to a lead, an opportunity or a case record. It’s worth noting that non-Salesforce users can use these features as well.
Bloomfire’s Leader Boards Are Different
Bloomfire has had leaderboards for some time now. But in the past they were visible to only leaders and administrators. That’s not the case anymore. They’re now public, meaning every member can be a player and will have his or her ranking displayed on his or her profile page.
The gamification here is a bit different as well. Consider the categories of players: Producers (most active in creating content), Aces (highest quality content based on hi-fives, views, follows) and Bookworms (consuming the most content based on views, high-fives, and questions).
Knowledge Management with Consumer Interface
Knowledge Management systems of yesteryear were scary. They looked like they were meant to appeal to people who worked in lab coats, wore spectacles, never told a joke and had no social life. More recent knowledge management systems made information gathering, curating and sharing easier, but the feel wasn’t fun and using them has still been a bit of a hassle.
Bloomfire has an obvious consumer-like feel. In the demo, Salesforce looked like the “cake” (vital and essential) and Bloomfire was the icing. In other words, it not only looks great, but it also holds the potential of making work better, thereby yielding better results.