What it is: "Spoke" is a software solution for customer experience that allows for easy customer feedback, issue resolution and reporting. It is being developed at a large health system (5 hospitals and over 100 clinics).
How it will be used: The software will be used by multiple audiences. It will be the software used for taking in surveys at kiosks and on the web, although the name "Spoke" will not be seen by external customers. The brand/ name "Spoke" will be used widely internally (by employees), as they will click on a "Spoke" icon on their desktop that will allow for giving easy feedback, as well as reviewing reports on customer experience. As the program rolls out internally, the name "Spoke" will be used widely to represent the tool and program.
The background on the name: The idea of "Spoke" is that it represents two different parts of the program. One, it reflects that people "spoke" (verb) out with comments. Two, as information is put into the system, a CRM tracks issue resolution. With that accountability and the feedback on all areas of the organization, the tool serves as a "spoke" (noun- like in a wheel) connecting the different parts of the organization.
Key Benefits/ Themes in Brand:
• Simplicity and easy (to both give feedback and get reporting)
• Fun and Engaging to use
• The program tells a story with an overall picture (in the reporting tool)
• Connects all sources of customer experience feedback