Using A Client Extranet For Efficient Online Collaboration

Using A Client Extranet For Efficient Online Collaboration

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Efficient collaboration with clients is essential for any service firm. Traditionally, collaboration has focused on face-to-face meetings, supported by email to share work in progress.

Over the past several years, a new tool has grown in popularity: the client service extranet. While face-to-face meetings remain the most effective (and essential) collaboration tool, extranets have replaced email as the favored forum for sharing and organizing the vast number of documents that are part of all client/agency relationships.

Increasingly, service firms are using extranets as a platform to share work with clients securely and efficiently. They allow clients to log into a secure workspace and access the materials that pertain to them.

An extranet allows clients to:

Access draft documents for approval or comment
Preview artwork or multimedia presentations for approval or comment
Provide important background information from the client before the project begins
Archive past projects for easy comparison
Access time and billing information
Access a log of all project communication
Reduce the number of or eliminate the need for face-to-face meetings which can make servicing remote clients easier and less expensive

Since most clients are busy people, using an extranet can save both time and frustration for the client and improve the agencys level of service and as a result, the clients overall satisfaction.

How Do You Set Up An Extranet?

You can set up and in-house extranet or purchase a hosted extranet from an application service provider for a monthly fee.

Building an in-house extranet

If you select an in-house implementation, you will need to have an existing intranet infrastructure available. Then you can purchase the necessary equipment and software and either hire or train personnel to maintain the 옵치핵 system. The initial cost can be significant and may be beyond the reach of smaller firms.

Building an in-house extranet offer the following advantages and disadvantages compared to using a hosted (ASP) solution:

Advantages

Complete control of user interface design
Ability to customize functionality for each client
Integration into internal systems
Direct access to all user activity

Disadvantages

High up-front development cost
Requires staff expertise in the development of extranets
Commitment of internal staff for 6 months to a year for planning, execution, review and implementation
On-going commitment of internal staff for internal and client support, hosting, maintenance and upgrades
Extensive internal and client training

Using a hosted solution

If you decide to purchase the extranet from an application service provider, you will pay a monthly fee for as long as you use the service. The hosting company provides the infrastructure, security, setup and maintenance of the system. It isnt even necessary for you to have an internal network. Many will also provide training for your staff as well.

Using an Application Service provider (ASP) offers the following advantages and disadvantages compared to using an in-house extranet:

Advantages

Proven track-record of web-based application
Low cost of entry and predictable cost over time
Rapid implementation as quickly as one day
No internal staff commitment to internal and client support, hosting and maintenance
Upgrades available at no cost
Savings on internal server use
Easier to learn, easier to use

Disadvantages

Less freedom in user interface design
Fixed functionality

Whether you choose to build and maintain your own extranet, or choose to use a hosted solution, your firm will streamline client services by providing faster access to critical documents, and by reducing the turn around time for review and approval. Which one you choose will depend on your companys needs and existing resources.

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