ibm collaborations solutionsworkforce: energize life’s work •improve productivity, morale, and...

IBM Competitive Project Office

© 2014 IBM Corporation

IBM Collaborations Solutions

Delivering an Exceptional Digital Experience for Colleagues and

Customers

Introduction

© 2014 IBM CorporationIBM Competitive Project Office 2

Thanks for coming today !

Your IBM team welcomes youCopies of today’s presentations will be available

for download after the briefing

Welcome and Introductions


Source: IBM Global CEO 2012 study that is the largest known sample of senior executives

Of all the external forces

that could impact their

organizations over the

next three to five years,

CEOs now see

technology change as

the most critical

Much can be credited to

the rise of Web 2.0 and

pervasive Social Media:

• 2004: First Web 2.0

conference; Facebook

launches

• 2006: Facebook opens

to all; Twitter launches

CEOs Priorities Change as the Economy Recovers

and Social Technology Grows


Source: 2012 IBM Global CEO and 2010 CHRO studies

CHROs in these organizations

are 57% more likely to

encourage their people to use

social and collaborative tools to

work more effectively with

complex problems

CEOs see the top three keys to

sustained economic value as

Human Capital 71%, Customer

Relationships 66%, and

Product/Service Innovation 52%

What do Standout Organizations Value in the New

Environment?


81%received product purchase

advice from friends and

followers through a social site

By 2014, 50% of all

employed people will be

Millennials

5 seconds:Time to engage customer before

they leave web site

and 30% of customers leave.

40% don’t returnThe global mobile worker

population will increase to

1.3 billion in 2015

Customers buying on

tablet computers have

2% higher conversion rates and

20% larger order size

Highly engaged employees are

87% less likely to leave their

organizations than highly

disengaged employees

Exceptional Web Experiences for Customers and

Employees are Critical to Success


Many Companies See the Wide-Ranging Potential of

Social Technologies

Improve Customer Service

Can achieve 5% reduction in customer defection rate increasing profits by up to 68% (2)

Speeds up Product

DevelopmentCan develop and bring new products to market in 1/3 time (3)

Increases Sales

Can increase sales manager revenue by 40% and improve efficiency by up to 50% (1)

Increases Marketing

Effectiveness

Can achieve 100% increase in

market exposure (4)

Source 1: VCC case study, Source 2:Bain & Co , Source 3: Cemex case study, Source 4. Amadori case study

Source 5:Independent Study by The Corporate Executive Board, 2004, Source 6 Robinson Club

Maximizes Employee

Productivity

Can retain the knowledge of seasonal staff within the company, and thus increase customer satisfaction in our resorts (6)

Reduces Employee

Turnover

Can reduce turnover, highly engaged

employees are 87% less likely to leave

their organizations than highly

disengaged employees(5)


IBM Social Technologies Drive Growth and Cost

Reduction for These Customers

Exceptional

Didgtal

ExperiencesService &

SupportLine of

Business

MarketingGovernment

Human

Resources

IT

Double unique visitors

Slashed site maintenance time/costs

LOB manage/develop content

Enhance citizen experience

Increased customer satisfaction40% faster implementation 80% less cost than estimatedDouble online self-service transactions

85% conversion rate

50% increase in member daily logins

62% didn't need to call

13 % of traffic via mobile devices

100% improved exposure Deploy new sites 40% faster Reaching new markets with

Social Media mini-sites

$12 M increased productivity for managers 1-3 hrs saved weekly for sellers Over $90M increased productivity overall

157 participating hospitals saved an estimated 24,800 lives Reduced healthcare spending by USD 2.85 billion


Our Customers Choose IBM Based on a Track

Record of Leadership• Over 8,000 customers with intranets and

customer-facing internet applications

• 1 in 6 people worldwide with internet access is a

named user in a WebSphere Portal

• Over 300 million named users in our top

customers alone

• Gartner positions IBM in the leaders quadrant for

Horizontal Portals*

• Global clients include:

6 of top 10 banks

13 of top 20 Retailers

12 of the largest Telcos

4 out of top 6 Healthcare companies

500+ Government agencies

* Gartner Magic Quadrant for Horizontal Portals, 24 September 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology

users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact.

Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose


Introducing Renovations, Inc.

• Commercial property developer

• In 2013 they are developing new property concept – shopping and entertainment venues in the same complex

• Project teams will have to work across a large number of departments

• Business partners will have to be integrated with those teams

• Many employees will be working remotely

George Bandini

Renovations, Inc. CEO

We will illustrate key points using a fictional company

“Our employees and their expertise are our most valuable assets”


Renovations, Inc. has Established its Goals for the

Year. They are Defined from Four Perspectives

Workforce Process Customer Financial

Leveraging new

technology, adopting

new approaches,

acquiring new skills

Becoming more efficient

and generating better

results working together,

as organization

Developing products,

services, and improving

customer satisfaction

Creating shareholder /

stakeholder value

Skilled,

knowledgeable

and productive

employees

Ability to attract,

retain top talent

More efficient

ways of

performing

work

Competitively

superior,

innovative

products

Improved sales

revenue

Lower cost

Increased

profits /

earnings

Delighted,

repeat

customers

+

=


We all Share Goals like Customer Satisfaction,

Lower Costs, and Greater Productivity

Increase Employee

Productivity

Improve Employee Retention

Improve Employee

Morale

Workforce Process Customer Financial

Lower Operational

Costs

Improve Time-To-Market

Improve Project

Management

Improve Business

Relationships

Improve Customer

Satisfaction

Increase Kiosk Advertising

Revenue

Increase Revenue Per Square Foot

Improved sales

revenue

Lower cost

Increased

profits /

earnings


IT Will Make A Substantial Contribution To Help The

Business Reach Its Goals

Madison Armond, Renovations, Inc. CIO

We need to develop a 3-year

IT strategic roadmap to meet

the business goals of the

company, can you help with

that?

Dan Misawa, IBM Representative

IBM can help with that. By

leveraging social technologies,

Renovations, Inc. can drive

performance in each of those

areas.


Renovations’ Business Objectives will be Achieved

Using a Number of IT Initiatives

Time

Utilize

Kenexa for

hiring

Phase 1:

Workforce GoalsPhase 2:

Process Goals

Phase 3:

Customer Goals

Install

Sametime

Deploy

Connections

Acquire

SmartCloud

Run Customer

Experience

Suite

Rollout

Notes Social

Edition

Note: This deployment roadmap is merely an example for Renovations Inc. Not all products

may be required by your organization or you may implement them in a different order


Workforce: Energize Life’s Work

• Improve productivity, morale, and retention with social computing

• Provide tools for mobile employees that enable them to be as productive as office employees

Process: Empower Your Employees With Social Technologies

• Reduce costs, eliminate duplicate efforts by discovering, sharing, and applying the right expertise and

information when needed

• Improve efficiency by simplifying the way people interact and enabling cross-boundary networks of

individuals to form quickly and solve problems

Process: Gain Competitive Advantage And Foster Better Business Relationships

• Lower operational costs and improve time-to-market with more efficient processes

• Reduce partner/vendor cycle-time with collaborative web-based document authoring, online meetings

and other cloud technologies

• Reduce the cost and effort that would be required to manage on premises infrastructure

Customer: Create Exceptional Digital Experiences for Customers

• Drive revenue and increase brand loyalty while lowering costs with an enhanced customer experience

• Improve customer satisfaction and reduce costs with online self-service,

Social Technologies Will Help Renovations, Inc. Hit Its Targets


We Will Have Live Demonstrations Of The Results

Of Renovations, Inc.’s Initiatives

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1:10 – 1:40 Introduction: Delivering an Exceptional Digital Experience for Colleagues and Customers

1:40 – 2:45 Energizing Work for Employees

2:45 – 3:00 Session summary

3:00 – 3:15 Coffee/Tea Break

3:15 – 4:00 Staying Connected with Partners

4:00 – 4:50 Create Exceptional Digital Experiences for Customers

4:50 – 5:20 Conclusion: Start Leading Today

5:20 – 5:35 Session summary and Q&A

Agenda

ibm collaborations solutionsworkforce: energize life’s work •improve productivity, morale, and...

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