More messages still do not create a shared picture.
Email, phone, files, forms, calendars, individual people.
When the relevant information is everywhere, the current picture has to be pieced together again every time.
With Lens · takes about 3 minutes
One shared picture
Relevant information stays attached to the right customer and the right case.
The next step is clear
Customer and company can both see who has to act next.
Documents in context
The current version sits where it is needed.
When customer context is scattered
Typical situations
The best status message is sometimes the one that no longer has to be written.
How much customer context gets lost today?
Tied to the channel
Information sits in emails, chats, files and individual people. The current picture has to be reconstructed when someone needs it.
- Many channels
- A lot of searching
- Depends on people
With Lens · takes about 3 minutes
Not every message has to happen in one place. The relevant context does.
Bringing things together does not mean more communication. It means less context getting lost.
How O/S looks at customer communication
Understand
Which information is created today, and why?
Put it in order
Which customer, case or process does it belong to?
Clarify responsibility
Who has to act next?
Make it visible
What should stay visible, and what should only trigger a specific notification?
Der Ablauf zuerst
We do not start with a new channel. We start with shared context.
More messages do not fix an information architecture.
What changes withshared context
Picture
Customer and team share a current picture.
Status, history and open points can be followed by everyone involved, without being pieced together from inboxes.
Clear
The next step is visible.
It is clear who has to act next, and which information or approval is still missing.
Current
Documents sit in the context of the case.
The relevant version is bound to the case, instead of being scattered across attachments, chats or local copies.
Less
Status has to be explained less often.
What is already visible does not have to be explained again at every contact, or sent on by email.
Calculate status communication
- How long does a typical status request take internally?
- How often, each week, does someone ask for status, documents or the next step?
- How much time does this recurring communication tie up over a year?
10Minutes per status request
30Status requests per week
46Working weeks per year
- ≈ 29 workdaysat 8 hours per workday
- ≈ 5.8 work weeksat 5 workdays per week
230 hours · 29 workdays
This status communication ties up, per year
8,740.00 €
The calculator looks at recurring organisational communication. It does not count valuable advice or the work of keeping a relationship.
Which of these messages would a shared picture make unnecessary?
Lens helps you separate the channel from the information that is actually needed.
Common questions
- Do we need our own customer portal for this?
- Does all communication have to happen in the portal?
- Can a portal be connected to existing systems?
- Can customers exchange documents there?
- Can tasks and next steps be shown?
- Do we also need FLOW?
Not necessarily. Existing systems, a better structure, or focused automation can be enough.
CONTACT
Where does context get lost in your customer communication today?
Tell us briefly which information, follow-up questions or documents are currently spread across several channels. You get a first view of whether a shared customer area makes sense, or whether the problem can be solved more simply.