getting your whole company on chatter: customer stories
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Getting Your Whole Company on Chatter: Customer Stories
Administrators
Francisco Casas: salesforce.comDavid McDermott: Kelly ServicesDominic Shine: Reed Exhibitions Ltd.
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Deploying Chatter Company Wide
Flexible Collaboration Beyond CRM
Kelly Services
Reed Exhibitions
Q & A
Engagement Based Collaboration: A New World
2000 2010
Content Centric
Silos
Look For Info
Email / IM
Portals / Wiki
Fixed Location
Engagement Centric
Open / Cross Company
Insights Delivered
Feed Centric
Dynamic Places
Mobile
Yesterday Today
Engagement-based Collaboration
Improve Communication & AgilityConnect and flatten the organization
Focused Business ExecutionContextual people, content, transactions
Make Better DecisionsKey insights come to you
Trusted. Secure. Private
Focused Business Execution
Colleague Expertise
Best Practices Groups
Corporate Files
Dashboards
Reports
Tasks & Processes
CRM Objects like Campaigns
Custom Applications like Project Mgmt
Engage & Collaborate in Context…
Make Better Decisions – Insights Come To You
Stay on top of what matters• Teams• Customers• Processes• Outcomes and Issues
Actionable insights come to you• Automatic transaction updates• Task notifications• Take action as things happen• Faster business cycles
Build Agility: Connect and Flatten Organizations
Flattens your organization
People get connected
Knowledge network is increased
Answers are provided much faster
Top down and bottom up collaboration
Teams become aligned
Teamwork improves
Transparency is improved
Dozens of new features 4
months after first release
SalesMarketing
ServiceFinance
ITHR
Professional ServicesOperations
ChatterOptionsChatterOptions
Enterprise ApplicationEnterprise Application
Breakthrough Innovation
Breakthrough Innovation
Chatter Free
Chatter Plus
Chatter FullCRM or Force.com
Collaborate Company Wide
Chatter Demo
Kelly Services: Went company-wide with Chatter (7,000+ Chatter Free in addition to 1,000 Sales Cloud users)
Reed Exhibitions: Allowed users to opt in. Now up to 2,700 users. 60% Chatter Plus users and 40% Full CRM users
Bottom Line: You can deploy all at once, let people opt-in, use any combination of full Chatter, Chatter Plus, Chatter Free
Deployment Options
David McDermott
CRM Program Manager,
Kelly Services
About Kelly Services
o Founded in 1946
o “Kelly Girl” Company
o Total Workforce Solutions Provider
o 86% Buyer Awareness
o Place employee every 60 sec.
What’s Our Motivation?
We Needed (badly):
Global Collaboration
Shared Expertise
Rapid Communication
Response Context ( “Reply to All”)
Enterprise Deployment
Chatter for the Masses:
4 Phases
16 languages
8,600+ users globally
CRM/Platform – then the world
Things You Should Know
Advice:
Don’t UNDERestimate the challenge
Have a Plan
Understand Technology Footprint
Executive Sponsorship
Evangelize Use Cases
“Salesforce Champions”
Adoption
Measures
Profile Updates
Groups / Membership
Chatter Dashboard (AppExchange)
Benefits / Roadmap
Benefits Experienced
Community
Global Answers / Local Questions
What’s Next…
Localization (16 languages)
“Reasons to Be Here
Evangelization
Dominic Shine
Group CIO,
Reed Exhibitions
Twitter: @domshine
My Company –
A division of Reed Elsevier, FTSE 100 company
Reed is the world’s largest events organiser
For B2B tradeshows, conferences + B2C events we:– create the proposition, sell to exhibitors, deliver audience & run event– deliver leads to companies, support global expansion & facilitate trade– help individuals network and learn
Some stats:– 440 events annually, 36 countries, 44 industry sectors– 6 million people attended our events in 2009– 2800 staff in 35 offices globally, HQ in UK– $1.2bn annual revenues
11,500 participants 102 countries 4,000 international buyers 1,500 exhibiting companies
The world’s leading content market for creating, co-producing, buying, selling, financing and distributing entertainment across all platforms.
A unique opportunity to meet the key global decision-makers in the TV/Film, Digital Media and Advertising/Brands sectors together in one place at one time.
Example Event – miptvGlobal Entertainment Marketplace
Reed Exhibitions – Company Wide Deployment
Consolidate and replace local collaboration tools
Remove silos – improve global collaboration
Support global business development
Change programmes
Facilitate best practice sharing
Help people find each other and leverage ideas
The Results So Far
Very strong adoption for wide range of groups/teams
Finding new uses and benefits each day
Excitement and buzz is still growing
Let’s look at some examples…
Local collaboration, in your own languageExample: Reed Midem Sales Effectiveness (in French)
Encouraged local teams to create private groups in own language
Groups now exist in French, German, Spanish, Italian, Portugese, Chinese, Japanese, Thai….
Sharing Best Practice GloballyExample: RX Social Media Group
255 members, 20 countries Never met in most cases No formal structure United by common interest Use Google translate to
break down language barrier
In this thread, our event operations teams discuss how best to use social media for customer service
Global Business DevelopmentExample: Alternative Energy Group
International group who are developing or running several events in one sector
Share market intelligence, trends, discuss product ideas
Several other similar groups have formed
Summary of Benefits Observed
Global business and development and sales
Helping create new products and markets
Helping win sales
Best practice sharing
Transforming how this works — wide range of topics
Integrated file sharing very powerful
Global change programmes
Has replaced email as communication method
Enabling more conversation rather than broadcast
Lessons Learned
Some teams/individuals have not really “got it”
Classic demographic of social network
– Creators, Conversationalists, Lurkers,
Laggards
Role of senior management to lead by example
and super-users to show others the way is
crucial
Needs to become a part of everyday work - not
something special – local and global context
Be patient/continue to encourage!
Some Stats
70% using
Chatter
205 groups
12 Languages
Healthy balance
of global vs. local
topics
Still feels like very
early days!
Reed Exhibitions – Next steps with Chatter
Fully activate chatter with data– Just getting going with chatter on sales objects– Lots of customised objects in RX context
Rollout next generation mobile apps– People love the new iPhone mobile app– Eagerly awaiting Blackberry and iPad apps
Integrate customer social network activity with chatter– Connect Facebook, LinkedIn, Twitter with Chatter– Join up the internal and external conversations
D I S C O V E R
Visit Customer Success Team at Campground
Discover
Training
Learning Paths
Experience
Product
Demos
Learn about Customer
Resources
the products, services and resources
Meet Success Experts
S U C C E S S
Find us at the Customer Success Team area of salesforce.com Campground at Moscone North
Learn about how to win prizes including 10 iPads & more!
that help you achieve
Question and Answer
Thank You!
Get Your Whole Company on for Free!
Visit the Campgroundto learnhow
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