How Three UK captures ideas from their employees to drive excellence in customer service
Crowdicity powers Three UK’s internal ideas community. Launched to coincide with Three’s major #makeitright TV and social media campaign, Crowdicity has been used to discover and share examples of where colleagues have gone the extra mile to deliver outstanding customer service.
Formed in 2003 as the first 100% 3G network in the UK, Three UK’s network carries 45% of the UK’s mobile data. Three UK is part of the Hutchison Whampoa Limited group of companies which has mobile operations in 11 countries.
Three UK have always prided themselves on their culture of innovation and staff recognition. With thousands of their people in locations around the UK and in India, they needed an online platform on which they could include everybody in solving the company’s challenges.
Three UK know that their staff on the front line; in retail shops, offices and contact centres, are best placed to find game-changing ideas for the business. Ideas that will help to drive Three’s goal to be the mobile provider that continually pushes the envelope, and to stand out in this hugely competitive sector.
Timing the release of the first of their Crowdicity co-creation communities to coincide with a national multichannel marketing campaign, Three UK’s #Makeitright challenge was launched to 10,000 staff in the UK and India.
The Crowdicity platform and team were integral to the success of our company’s first ever internal crowdsourcing experiment. The software was super easy to implement, and the support we received in getting this project off the ground was invaluable.
The internal crowdsourcing campaign invited employees to submit accounts of a time when they had gone the extra mile in their daily work. They were asked: ‘What have you done to Make it Right?’
With £5000 worth of company rewards vouchers up for grabs, the challenge was simple, inspiring and effective. Members of Three UK’s Crowdicity system were encouraged not only to post their own stories, but to nominate the efforts of co-workers and teams as well. This was the first time that staff from every department had been asked to engage in a transparent process, that allowed their great work to be noticed by people from all over the company. To say they embraced the opportunity would be an understatement. Within one week, over 4000 staff were interacting on the platform.