There comes a time––after you have researched and decided on a digital communication platform, achieved a successful rollout, and enjoy solid adoption––where it’s useful (if not essential) to evaluate your communication tool. This evaluation should entail measuring and analyzing data based on prior goals and also involve new goal-setting based on the insights gleaned.
At Beekeeper, we call this invaluable process a QBR (Quarterly Business Review) and it’s one of the core competencies of our Customer Success Management team––and a substantial benefit that Beekeeper customers enjoy. Read on to discover more about the QBR process, and about the value our Customer Success Team’s QBR can add to your Beekeeper experience.
Step One: Business Goals Review and Setting for Success
The first part of the QBR process involves going over the initial objectives set for your use of Beekeeper’s mobile technology. Setting company-wide objectives is important for measuring success, which will be communicated over to stakeholders, such as:
- Increasing employee engagement
- Connecting dispersed teams
- Using Beekeeper as a job posting tool for internal candidates and for new hire onboarding
- Better employee retention
- Digitally distributing and measuring receipt of company news, policies, and surveys
We then go over the highlights of the quarter, such as high adoption rates by leadership or improved open rates for HR messages. Just as important is reviewing opportunities for growth, such as increasing the number of employees who post recognition for colleagues or hosting more training materials and content on the platform. After reviewing whether or not these business goals have been met, we work with you to revise them as necessary, or to define entirely new goals, based on what is working and not working.
Step Two: Going Over Quantitative Metrics
On the quantitative side, we go over the actual data around your digital workplace and the participation and contribution of your workforce on the platform. Key metrics that we focus on include:
- Chat campaigns and chat messages
- Posts, comments, and other engagement and interaction within communication streams
- Surveys and Worker Bees (automated messages that are activated by end user activity)
- Overall group and user activation and stickiness (this is calculated as the ratio of daily active users to monthly active users)
One of the best parts about this step is that we can pull usage statistics directly from the analytics dashboard to share with you, and guide you through how to read and gauge what this data means for you and meeting your objectives.
Step Three: Sharing Qualitative Insights
The qualitative component of the QBR review is where we have the opportunity to dig into the content, and share our professional feedback and encouragement on what we see as successful, useful, and optimal usage of Beekeeper. We’ll show examples of posts in communication streams and other content that has performed well and that we consider to be exemplary in terms of maximizing the capabilities of our mobile communication and productivity platform. We may also go over the top users and contributors from that quarter, and what was successful about the content they posted or engaged with.
Other qualitative level observations we explore focus on operational or engagement ideas, such as:
- Providing a space for frontline employees to share best practices
- Encouraging department managers to create group chats with teams to facilitate communication
- Creating safety quizzes via our surveys function or creating a poll (the results of which are downloadable)
- Recommendations on communication streams (such as removing any that that are underutilized)
Step Four: What’s New and Next Steps
In the final phase of the QBR process, we define new business objectives or refine existing ones. This is also an ideal time to share the latest feature releases and future roadmap of the product.
While the operational communication platform we offer is very intuitive and easy to use, the communication challenges our customers face are not so simple. That’s where our talented team comes in to help. As product, content, and technical experts, Customer Success Managers help customers overcome communication challenges and bring out the best in their employees with our internal communications platform.
In addition to world-class customer relationship management from our Customer Success Managers, we also offer a wealth of resources, including our Help Center and online webinars. We want to make sure you have everything you need to improve communication at your company by providing the best insights and most effective team communication tools.
Download our Holcim case study to learn how Beekeeper’s communication and productivity platform transforms operations for dispersed teams.