Does your company have a living memory?

Neel kamal
Nov 7 · 3 min read

Bran Stark famously said in Game of Thrones — “He wants to erase this world, and I am its memory.”

Extending this logic to enterprises, the memory of an enterprise is an existential need. But, what is the memory of an enterprise mean, and how does it look like? Well, companies do not have one central memory but several memories based on functions. For example

  • Finance — Netsuite
  • Sales Numbers — Salesforce
  • Analytics and Reports — BI tools like Tableau
  • Customer Communication — email, zoom, calendar, slack

Each one of these is crucial for the existence and growth of an enterprise. The focus of this blog is the last one, “customer communication,” which happens to be the most complicated one to build and maintain.

In modern times, customer communication has truly exploded. A large percentage of the employees are involved in customer communication. From marketing to sales to customer success, to support, to product management to executives of the company — everyone plays a role in the lifecycle of the customer. These communications are delivered using various platforms like email, zoom meetings, slack channels, and some F2F meetings. Each one of these platform are individual, and so there is no central repository. Or in other words, there is no “enterprise inbox,” “enterprise zoom recording folder,” or “enterprise slack channel.” Furthermore, these individual inboxes have a lifetime, which means once the employee is gone, the memory will be lost!!

Enterprise memory is crucial from many perspectives. It captures relationships by tracking all of the customer contacts and interactions throughout the lifecycle of the customer. It creates efficiency by acting as a shared fabric of communication for all teams as the relationship passes from one phase to other, for example, pre-sales to post-sales to customer support to product management. It reduces dependence on individuals, thereby reducing risks. It improves customer satisfaction by ensuring that context is not lost as the relationship moves from one individual to another etc.

However, creating an enterprise memory is extremely difficult. First, there is the issue of multi-channel communication, and so this Enterprise Memory will have to pull data from all sources. Second, the data needs to be mapped to the customer, which is not trivial as there is no unique key (GUID) for the customers across all data sources. Finally, these communications are different data types and extremely unstructured, which makes it even more difficult.

Many companies have realized the importance of enterprise memory. There have been previous attempts of using salesforce inbox as well as custom data warehouses for capturing account 360. However, all of the earlier efforts have not been successful because of lack of completeness or high cost and complexity of building and maintaining. This brings me to Boostup.ai, which is a startup by ex-googlers who have used the power of modern technology and the advancement of AI to create an extremely simple design. It takes ten minutes to start the process.

Waiting is no more an option because delayed start to capture is equal to reduced memory. Email demo@boostup.ai to see how you can initiate the creation of your enterprise memory in minutes.