Connected

25 Ways to Create a Connected Culture – The How-To-Guide for Video Conferencing

When we change the way we

communicate, we change society. “ ” – Clay Shirkey

1.  CEO

2.  Managers

3.  Sales

4.  Marketing

5.  Customer Success

6.  Research & Development

7.  IT

8.  Employee Success

People matter. We believe there is a new model for work. One which puts people at the heart of business. We call it the connected company. Imagine creating meaningful connections between your teams and customers. Or creating an environment where ideas transcend geography. Imagine a company where face-to-face conversations occur from anywhere. Highfive makes this all possible. Consider this your playbook—25 video use cases, across 8 departments—to transform the way you work and create a connected culture.  

CEO

Always-on office portals Keep satellite offices, remote workers, and road warriors connected to what’s going on at HQ with always-on video portals. Set up a TV with a Highfive Spot in a central location within each office worldwide. Give each TV a custom Highfive link (e.g. company.highfive.com/boston for your Boston office). Then team members can “stop by” the office anytime and from anywhere. Always-on portals preserve your small company feel even as you expand into multiple geographies. CEO town halls Keep your team members informed and connected to the company mission with regular CEO town halls. Set up regular company-wide meetings at a consistent link (e.g. company.highfive.com/townhall). The CEO can broadcast the call from his/her desk, the cafeteria, or even a mobile device while on the road. Remote team members can gather on office portals or conference rooms. CEO town halls help team members feel like they have direct relationships with the company’s executives. Creating a two-way dialogue lets team members voice concerns and better understand decisions rather than blindly following orders from the “ivory tower.” Remote board calls Not every board meeting needs to be in-person, but it should be face-to-face. Hosting remote board calls on Highfive means your board members can join calls from any device, without IT support. Include a Highfive link in the calendar invite of your board meeting. Board members can simply click the link to join the call from any device. Hosting board meetings on Highfive turns board calls into richer face-to-face experiences.

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02 MANAGERS

Weekly staff meetings Let your staff join weekly meetings from anywhere, whether they’re on the road or working remotely, and foster teamwork via face-to-face interactions. Hold your weekly staff meetings on Highfive at the same link every week, for example company.highfive.com/MariaStaff. Include this link in the location field of your recurring calendar invite. Holding your weekly staff meetings face-to-face keeps team members engaged and ensures that everyone receives the information they need as quickly as possible. One-on-ones with direct reports Don’t let travel, customer meetings, and other last minute events get in the way of face-to-face meetings with your direct reports. Create a specific link between you and your direct report (e.g. company.highfive.com/kim+anne). If you both happen to be in the same location, you don’t need to use the link. But it’s there as a backup in the common event that one or both parties can’t make it to the office. Using Highfive for one-on-ones helps build trust between you and your direct reports. Project standup meetings Keep project stand up meetings snappy with click-and-you’re-in video conferencing. Include remote teams and outside contractors as needed. Add a link to your weekly or daily standup in the calendar event’s location. Then instruct remote team members to join the standup for these short and sweet updates. Project standups keeps things moving along quickly so that you can get more work done. Highfive ensures that technology doesn’t slow you down.

SALES

Weekly sales meetings Rally sales reps and get the real scoop on your team’s opportunity pipeline by looking them in the eye. Include a Highfive link in the calendar invite of your weekly sales meeting. Then encourage reps to use the mobile app when they are on the road to make sure every conversation is face-to-face. These weekly sales meetings increase accountability and promote team selling. Prospect pitches and demos Use Highfive to pitch prospects as if you were in the same room as them. Send your prospect a customized Highfive link with (e.g. company.highfive.com/prospect). When the prospect joins the call you can switch between video and screen sharing to build rapport and demonstrate your product. Focus on your customer and your content – not PIN codes and screen sharing software. Sales trainings and certifications Even seasoned reps need continual coaching. Certify reps on the latest messaging, products, and promotions over Highfive. To get started, record and share best practices and the latest content. Then have your sales enablement and sales management teams certify the reps. Trainers can record these sessions for feedback purposes. Give your customers consistently excellent experiences by making sure your reps are trained and certified. 03

04 MARKETING

Content creation Use Highfive to produce fireside chats and thought leader videos for your customers and prospects. Find subject matter experts on topics that customers care about. Use a mix of live video and screen sharing to communicate the speakers’ unique perspectives. Then record the call for customers to playback at any time. Create video content that your customers and prospects love. Sales enablement Give your sales team the insights and support they need to grow your business. Create a deal support process where sales reps can request help from subject matter experts when they are in need of competitive intelligence, industry expertise, or discount approvals. Then, record content for frequently requested items such as customer stories. Close the gap between sales and marketing and you’ll see lots of in-office Highfives. Internal communication Turn all of company’s TV screens into digital billboards capable of communicating important messages such as benefit enrollment deadlines and upcoming social events. Simply add Highfive Spots to your TVs and display messages company-wide. Don’t let your idle TV screens go to waste. Use them to keep everyone on the same page.

CUSTOMER SUCCESS

Customer support Turn customer issues into opportunities for customer delight with face-to-face video calls. Instead of answering a trouble ticket with a standardized Knowledge Base response, include a link to a video recording of your support agent. In that video give a short, personalized answer to the question. If the issue necessitates a real-time call, host it on Highfive. Show your customers that real people are supporting them and build their confidence in your company. Technical troubleshooting Let customers show you their technical problems rather than describe them to you over the phone. Invite your customers to a Highfive call and then ask them to show you the problem they are experiencing. If the issue is on their desktop (e.g. software applications) they can share their screen and show you the exact problem. If the issue is with a physical product, they can use the camera on their smartphone, tablet, or laptop to show you the problem. Spend less time diagnosing technical issues and spend more time solving them. Success rooms Show your most valued customers how much they mean to you by setting up a dedicated video conferencing room in their offices. Send a Highfive Spot to each of these valued customers. Have them install it in a conference room of their choice. Then all they need to do is walk into that room and they can instantly connect with your team. Create white glove service experiences for your customers to show them how much you value them as a partner.

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06 RESEARCH &

DEVELOPMENT

Product scrums Keep your agile development scrum meetings quick and snappy by hosting them on Highfive. Simply drop a call link in the location tab of your recurring meeting invite (e.g. company.highfive.com/scrum). Host your scrum meetings on Highfive and scale your agile development practices worldwide. Design reviews Receive instant feedback on your latest designs and avoid email attachments. Show off your mockups by using Highfive’s screen sharing capability. Or, use video to show off physical prototypes. Then ask for feedback and make changes on the spot. Design great things by sharing your designs early and often. Real-time manufacturing or storefront video You can’t always be physically onsite at your manufacturing plant or your retail storefront but that shouldn’t keep you from seeing how things are going. Keep an eye on manufacturing lines and retail stores with real-time video. To get started, hook cameras up to your manufacturing floor or retail stores. Then watch progress and traffic from a computer or mobile device. Stay connected to every part of your supply chain and distribution channels even when you can’t be physically present.

07 IT

IT scrums Get more done in less time by including remote workers in conversations on Highfive rather than complex conference bridges. To get started, host your scrum meetings on the same Highfive link every week (e.g. company.highfive.com/IT-scrum). Just because you’re IT experts doesn’t mean you need complicated meeting technology for your IT scrums. Keep it lightweight and snappy by connecting on Highfive. IT help desk Give your IT help desk employees the ability to fix problems remotely and minimize costly in-person troubleshooting. Instruct your team to diagnose and solve issues over Highfive. Help desk personnel can use Highfive to see an employee’s desktop or look at a physical device remotely. Turn your help desk personnel into superheroes. IT office hours Provide instant access to your employees so they can have their questions answered in real-time. For IT decisions that affect the entire company (like converting your company to Gmail) staff always-on office hours. Give employees the link (e.g. company.highfive.com/email-change) and encourage them to join the conversation and ask questions. Proactively solve problems before they arise with IT office hours.

EMPLOYEE SUCCESS

Recruiting Build rapport with new recruits by interviewing them over video. Get started by replacing faceless phone screens with Highfive conversations. Simply send your recruits unique Highfive links and meet them face-to-face in seconds. Want to win the war for talent? Start by changing the way you interact with recruits. New employee onboarding Ramp up new employees quickly by using video before, during, and after new hire orientation. Invite the entire new hire class to a series of Highfive calls one week before and one week after new employee orientation. These calls create safe environments for new hires to connect with their peers and ask “dumb questions” such as how to sign up for benefits or how to fill out expense reports. Your new hires will thank you. Remote board calls Put a personal touch on top of traditional learning management systems to keep your employees up-to-date with the latest training. Schedule optional interactive office hours on Highfive to discuss topics such as new review processes or compliance trainings. Make sure each learning management video has an accompanied office hours link (e.g. company.highfive.com/new-comp-model). Then create interactive “office hours” calls where employees chat with experts to discuss the training materials. Turn trainings into two-way conversations with Highfive.

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