Breaking through communication silos
Use Case

Meet Chris

Chris is a Customer Service Rep.

One day, Chris gets a call from Emily. Emily is a user from Unsquarely, a company based in Seattle that builds award winning marketing campaigns for the corporate aviation industry.

Emily explains to Chris that she recently onboarded a new team member, but was running into issues getting his software license set up. The new team member is critical to the success of a major project for Fly Northstar, one of Unsquarely's key customers.

Normally, Chris would calmly remind the customer that they need to work with their account manager to configure new licenses. However, Chris made a different decision.

Earlier that day, Chris was perusing Minsilo. He looked briefly at the company's purpose and reminded himself of the importance of customer service. While implicitly understood, the clear reminder in Minsilo made the value tangible for Chris. It was front of mind for him that day. At Chris' company, prioritizing customer service is a core company value.

Chris also looked through company-wide goals and saw one that was particularly relevant to the call he just received from Emily:

"Objective: Secure market position in PNW."

and the following key result

"Successfully build relationships with at least 3 internal executive champions by the end of Q2"

Company policy at XYZ allows customer service representatives to give away a few free licenses for the software each month -- it turns out that Emily is a senior director at Unsquarely who needed to get a license to Chris' company's newest product for their new hire immediately, otherwise their new key hire would be delayed 2 months while procurement at Unsquarely approved an amendment to the contract with Chris' company.

Chris was able to make the right decision about how to treat Emily's situation; he knew what was on the line and acted accordingly. If he didn't have Minsilo, that information could have easily been holed up in a silo over in the Sales Department. But now, Chris has exactly the information he needs to make the right decision.

2 weeks later

Ethan is the regional sales leader for the Pacific Northwest market. He's responsible for getting his team to successfully hit quota goals in the region.

Ethan starts his day by looking through Minsilo. Since he's actively tracking his key results in Minsilo, he's able to quickly see contributions from his team to that goal.

One day, about 2 weeks after the call between Chris and Emily, Ethan receives a phone call from an inbound lead. It's Patricia from Coffee House Software.

Patricia is the company's SVP of Procurement. After a few minutes of talking, Patricia mentions the reason why she's calling is because of how impressed she was with her colleague Emily's experience with customer success. It turns out that because of the smart thinking on the part of Chris, Emily was able to avert a major costly crisis: she was about to lose out on a $30 million dollar contract if Unsquarely couldn't get their new hire set up that week.

Ethan was not surprised.

Shortly after Chris finished the call, logged in the company's support tracking software, and connected it back to Ethan's key result, Ethan saw the update in Minsilo. He was able to see the effort that Chris put in and decided to call him to discuss the call. Not only did they discuss the details of the call between Unsquarely and the company, but they also began to break down personal silos between the two teams.

3 months later

While Ethan still had his work cut out for him, the glowing recommendation from Emily at Unsquarely led to the eventual completion of a large multi-year deal between Ethan and Patricia. If that seemingly minor decision on the part of Chris had not happened, it's possible that the new deal with Coffee House Software would never have materialized.

Key Information
Who is this for?
Individual Contributors, Customer Success, Sales
Business challenges
  • Communication Silos
  • Main features from Minsilo
  • OKRs
  • SMART Goals
  • Purpose