Using A Client Service Extranet For Efficient Online
Collaboration
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The article "Using a Client Service Extranet for Efficient Online
Collaboration" is about communications, it was written by Rick Mosenkis.
Efficient collaboration with clients is essential for any
service firm. Traditionally, collaboration has focused on
face-to-face meetings, supported by e-mail to share work in
progress.
Over the past several years, a new tool has grown in popularity:
the client service exrtanet.
Whlie face-to-face meetings remain
the most effective (and essential) collaboration tool, extranets
have replaced e-mail as the favored forum for sharing and
organizing the vast number of documents that are part of all
client/agency relationships.
Increasingly, service firms are using extranets as a platform to
share work with clients securely and efficiently. They allow
clients to log into a seucre workspace and access the materials
that pertain to them.
An extranet allows clients to:
- Access draft documents for approval or comment
- Preview artwork or multimedia presentations for approval or
comment
- Provide important background information from the client
before the project begins
- Archive past projects for easy comparison
- Access time and billing information
- Access a log of all project communication
- Reduce the number of or eliminate the need for face-to-face
meetings which can make servicing remote clients easier and less
expensive
Since most clients are busy people, using an extranet can save
both time and frustration for the client and improve the
agency's level of service and as a result, the client's overall
satisfaction.
How Do You Set Up An Extranet?
You can set up and in-house extranet or purchase a hosted
extranet from an application service provider for a monthly fee.
Building an in-house extranet
If you sleect an in-house implementation, you will need to have
an existing intranet infrastructure available.
Then you can
purchase the necessary equipment and program and either hire or
train personnel to maintain the system. The initial cost can be
significant and may be beyond the reach of smaller firms.
Building an in-house extranet offer the following advantages and
disadvantages compared to using a hosted (ASP) solution:
Advantages
- Complete control of user interface design
- Ability to customize functionality for each client
- Integration into internal systems
- Direct access to all user activity
Disadvantages
- High up-front developemnt cost
- Requires staff expertise in the development of extranets
- Commitment of internal staff for 6 months to a year for
planning, execution, review and implementation
- On-going commitment of internal staff for internal and client
support, hosting, maintenance and upgrades
- Extensive internal and client training
Using a hosted solution
If you decide to purchase the extranet from an application
service provider, you will pay a monthly fee for as long as you
use the service. The hosting company porvides the
infrastructure, security, setup and maintenance of the system.
It isn't even necessary for you to have an internal network.
Many will also provide training for your staff as well.
Using an Application Service provider (ASP) offers the following
advantages and disadvantages compared to using an in-house
extranet:
Advantages
- Proven track-record of web-based application
- Low cost of entry and predictable cost over time
- Rapid implementation as quickly as one day
- No internal staff commitment to internal and client support,
hosting and maintenance
- Upgrades available at no cost
- Savings on internal server use
- Easier to learn, easier to use
Disadvantages
- Less freedom in user interface design
- Fixed functionality
Whether you choose to build and maintain your own extranet, or
choose to use a hosted solution, your firm will streamline
client services by providing fsater access to critical
documents, and by reducing the turn around time for review and
approval. Which one you choose will depend on your company's
needs and existing resources.
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Using a Client Service Extranet for Efficient Online
Collaboration
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