I want to tell you about a situation that happened yesterday with one of my customers that just wow-ed them.
The client is currently performing and upgrade to some software. As part of the upgrade the client needed officially supported templates. While I was on the phone to the customer I searched for right support resource added them to my buddy list and initiated a instant messaging chat (using Sametime). I asked the support guy to send the the templates to the customer and thus satisfied the customer straight away.
The customer was amazed that I could find the right resource (an off-shore resource) and satisfy his request in about 3 minutes when his expectation was that it would take a couple of days - raising a problem record etc. I was really pleased to be able to help so effectively.
Instant messaging is a cool tool for shortening processes involving human interactions and teaming. Go Lotus Sametime!
I guess this is pure product marketing but hey if it helps you do a good job who cares!?