Get Smarter Using Social Technologies! Transform Your

Business With IBM Collaboration Solutions

Introduction

Introduction 2

Welcome And Introductions

Thanks for coming today !

Your IBM technical team welcomes you

Introductions . . .

Copies of this presentation are available at:

http://www.ibm.com/software/lotus/events/briefings/

Introduction 3

The New Economic Environment Presents New Challenges

To what extent is the new economic environment different?

More volatileDeeper/faster cycles, more risk

More uncertainLess predictable

More complexMulti-faceted, interconnected

Structurally differentSustained change

To a large/very large extentTo some extent

18% 69%

21% 65%

22% 60%

21% 53%

There is a complexity gap:

Only 49% feel prepared

79% anticipate greater complexity ahead

Source: IBM Global CEO 2010 study that is the largest known sample of senior executives

Introduction 4

How Will Standout Organizations Address These Challenges?

95% of standout

organizations will focus

more on “getting closer to

the customer” over the

next 5 years

Standout organizations are

57% more likely to

encourage their people to

use social and collaborative

tools

Source: IBM Global CEO and CHRO 2010 studies

IBM Identified A Foundational Set Of Activities That Enable Business Processes To Become “Social”

Introduction 5

Key Social

Activities

Examples

Examples

of Core

IBM

Offerings

Engage Interaction and

collaboration

Discover Social content and

collective

intelligence insight

Optimize Social analytics

and monitoring

Reach Mobility, accessibility

and unified user

experience

• Online profiles

• Communities

• Co-creation tools

• Open innovation

• Social learning

tools

• Crowdsourcing

• Workforce

analytics

• Customer

analytics

• Mobile applications

• Engaging web sites

• Rich Internet

Applications

• Talent and

workforce

management

• Social

collaboration

platform: ‒ Connections

‒ Lotus Quickr

‒ Sametime

‒ LotusLive

• Lotus Notes /

Domino

• Business

analytics and

optimization

services

• Social Content

Management

• Cognos

• SPSS predictive

analytics

• Advanced case

management

• Org change

management

• Decision

management

and business

monitoring

• Governance,

risk and

compliance

services

• Mobility Services

• Customer

Experience Suite

• Mobility

Collaboration

Introduction 6

Companies Are Using Social Technologies And Methods To Improve Business Outcomes

Utilizing personalized Web content for 50 mil customers in 40 countries HSBC has realized a 35% improvement in marketing campaign revenue, increased customer loyalty through advanced personalization and improved time-to-market by deploying a consistent online approach to all channels

Reliance Life Insurance enabled customer self-service and online peer-to-peer forum that resulted in reduced time to market of services and features by more than 50%, reduced costs of customer / agent service by 50%, and achieved 100 percent average growth in new business premium within four years

Cemex implemented user profiles and communities for 7,000 staff in 50 countries. The resulting open business culture generates new products faster and produced their first global product, Ready-Mix

Introduction 7

How? Social Technologies Help Businesses Be More Nimble, Transparent And Engaged

Marketing

Product

Development

Operations,

Human

Resources

Business as Usual

Push' marketing via

traditional channels

Control over brand image

and brand communication

Invest in R&D

Generate new ideas internally

Test ideas in market

Email and phone based

communication

Knowledge kept in silos

Deepen

relationships

with customers

Generate new

ideas faster

Drives advocacy and more

sales through trusted

relationships

Business Demands

Speed time to market and

gain market share with

break-through ideas and

products

Save money by reaching

out to professional networks

to respond faster to business

decisions and opportunities Enable a more

effective

workforce

Introduction 8

Renovations, Inc. Is A Large Construction Firm With A Geographically Distributed Workforce

Employees are disconnected

Interaction is limited to immediate co-workers

Customers are not engaged

Customers are not brand-loyal

Tools are not integrated and fit-for-purpose

A poor mix of desktop and mobile tools

Infrastructure costs are out of control

Out of Office, Out of touch

Mobile employees have very limited access to resources

Renovations, Inc.'s key issues:

Introduction 9

Renovations, Inc. Can Use Social Technologies To Solve These Issues

4% companies are integrating social technologies with

customer interaction1

75% companies are integrating social technologies into

employee day-to-day activities1

71% companies are integrating social technologies with

partner/supplier interaction1

69% companies report that social technology tools have

delivered measurable business benefits1

38% estimated growth for the Social Business software market

through 20142

IBM identified as the market share leader in Social Platforms in

20103

“It will eventually be seen as essential to all large firms, encouraging more

open and transparent communications with staff around the world, and helping

to improve relations with existing and potential customers.” 4

1 Source: McKinsey Global Survey; “How companies are benefiting from Web 2.0”

2 Source: IDC, Predictions 2011: Welcome to the Mainstream

3 Source: IDC, Worldwide Social Software Software MarketShare by Vendor

4 Source: Gartner, “Study encourages businesses to embrace social networking”; Nikos Drakos

Introduction 10

IBM Can Help Renovations, Inc. Address Those Issues By Delivering Social Technologies

Employ Social Collaboration To Create Business Value

Discover, share, and apply the right expertise and information when needed.

Simplify the way people interact for better, faster results

Encourage and enable cross-boundary networks of individuals to form quickly and solve

problems

Deepen Your Customer Relationships

Provide online self-service, improving customer satisfaction and reducing costs

Deliver an exceptional customer experience with greater flexibility and lower operational

costs

Drive revenue and increase brand loyalty with an enhanced customer experience

Simplify and Improve Business Interactions

Rapidly deploy collaboration capabilities – and integrated third-party applications – to

more people associated with the business

Improve collaboration with customers and partners beyond the corporate firewall

Reduce the cost and effort required to manage an on premises infrastructure

Optimize The Workforce

Desktop and hybrid computing improve productivity

Tools for mobile employees allow them to become as productive as office employees

Introduction 11

IBM Is A Recognized Market Leader In Social Technologies

More than Half of Fortune Global 100 Now use Lotus Notes/Domino 1

Upgrading to Notes / Domino results in a 147% ROI with a 12 month

payback period according to Forrester2

Portal is #1 in Worldwide Revenue3

Mobile Collaboration: “...adoption of the IBM Lotus Notes Traveler

offering IBM garnered the highest growth in business mobile email

subscribers.”4

Leader in Forrester WAVE - Collaboration Platform5

Gartner Magic Quadrant leader for Horizontal Portals; Social Software

in the Workplace and Web Conferencing6

IDC Market Share Leader for Social Business Software platforms.

Used by 35 of the Fortune Top 100 Customers7

1 IDC Report - “Worldwide Integrated Collaborative Environments 2009 Vendor Shares”

2 Forrester Total Economic Impact (TEI), December 2009

3 Gartner DataQuest 2009 "Portal Products & User Interaction Tools", April, 2010

4 IDC Worldwide Business Mobile Email 2010–2014 Forecast & 2009 Vendor Shares, Aug, 2010

5 Forrester WAVEtm - Collaboration Platform 3Q/2009

6 Gartner Magic Quadrant for Horizontal Portals, September, 2010;

Gartner Magic Quadrant, Social Software in the Workplace, October, 2010;

Gartner Magic Quadrant for Web Conferencing, November, 2010

7 IDC Worldwide Social Software Software MarketShare by Vendor, June 2010

Introduction 12

IBM Offers A Complete Portfolio Of Products For Delivering An Effective Social Business Solution

Lotus Notes:

e-mail and collaboration platform that keeps you working in context

IBM Connections:

Social software for business that lets you access everyone

Lotus Quickr:

Team collaboration software

WebSphere Portal:

Provides a personalized view of your organization

Customer Experience Suite:

Flexible, comprehensive offering to create highly engaging, personalized, and

differentiated web experiences

Lotus Sametime:

Unified, real-time communication and collaboration services

Lotus Traveler:

push email offering for Lotus Notes mobile users

LotusLive:

Web-based collaboration tools that can suit any business

Introduction 13

IBM Uses Social Technologies To Improve Business Results With Exceptional Work Experience

IBMers rarely need to meet in person with each other because they leverage collaboration solutions and social technologies

12M instant messages per day

150K internal web meetings, 1M participants

20K public communities, 345K members

240K files, 5.4M downloads

$700K savings per month in reduced travel reductions in voice mail, email server costs

Results

More productive employees – faster time to market

Around the clock work in different time zone

Lower cost

Introduction 14

IBM Uses Social Technologies To Improve Business Results With Exceptional Web Experience

IBM.com has 8M registered users

4.5M unique monthly visitors

2,500 communities, 45k community members

Customer self-service features of ibm.com and social

technologies (e.g., communities, online chat) result in

$90 mil cost savings for support

Greater customer satisfaction and brand loyalty

Introduction 15

IBM Uses Social Technologies To Improve Business Results With Cloud And Mobile Solutions

IBM employees have more than 100K corporate mobile phones and data cards

27K BlackBerries and other smart phones

LotusLive web meetings are used to connect mobile employees, business partners and customers

Example – February 2011:

34.5 million minutes of LotusLive meetings used − More than 4 million minutes increase over January 2011

Results

Better communication with business partners and customers

Higher productivity of mobile employees

Lower travel, infrastructure and office costs

Introduction 16

Renovations, Inc. Has A New Challenge

Renovations, Inc. CEO

Renovations, Inc. CIO

We have a new marketing initiative

that will require people from all

over the company to execute. We'll

also have to work closely with

partners.

At the same time, we have

to rationalize our work

environment and get costs

down.

Introduction 17

To Show How Renovations, Inc. Will Solve Their Challenges, We Will Have A Number Of Live Demos

Office 365

LotusLive

Mobile

Device

VMWare Workstation 7.1

IBM

Connections

Custo

mer

Experience S

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Lotu

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phony

Mic

rosoft O

ffic

e

Mic

rosoft

Sh

are

Poin

t 2010

Physical

Machine

Virtual

Machines

Introduction 18

Agenda

9:00 AM – 9:30 AM 1) Introduction: Get Smarter Using Social

Technologies! Transform Your Business With

IBM Collaboration Solutions

9:30 AM – 10:30 AM 2) Employ Social Collaboration To Create

Business Value

10:30 AM – 10:45 AM COFFEE BREAK

10:45 AM – 12:00 AM 3) Deepen Your Customer Relationships

12:00 AM – 1:00 PM LUNCH BREAK

1:00 PM – 2:00 PM 4) Simplify and Improve Business

Interactions

2:00 PM – 3:00 PM 5) Optimize The Workforce

3:00 PM – 3:30 PM 6) Start Leveraging Social Technologies

Today

3:30 PM – 3:45 PM Q&A