Increasing Adoption of Enterprise Collaboration Tools
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Increasing Adoption of Enterprise Collaboration Tools - Presentation Transcript
- CBW-2 Collaboration Case Studies Gilbane San Francisco Field Service Wiki Ken Herron Vice President of Interactive Strategies Realogy Franchise Group April 12, 2007
- Before We Start, Who is Realogy? CBW-2 | Field Service Wiki | Ken Herron | 04.12.07 Venture Partner:
- Opportunity
- Help 125 field service consultants around the world better support their customers
- Opportunity
- Enable these consultants to share their best practices with each other – within and across competitive brands
- Opportunity
- Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!]
- Opportunity
- Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate
- Opportunity
- Communicate the value of having field service consultants log-on and try the wiki
- Opportunity
- Communicate the value of having field service consultants use, and continue to use the wiki
- Approach
- Help 125 field service consultants around the world better support their customers
- Research/review different collaboration modalities – decide to use an on-line tool
- Approach
- Enable these consultants to share their best practices with each other – within and across competitive brands
- Research/Review current on-line tools – decide to use a wiki
- Approach
- Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest cost!]
- Research/review different wiki vendors – decide to use GroveSite
- Approach
- Communicate the value of having 5 different brands’ leadership teams allow their field service people to collaborate
- Individually communicate the wiki’s benefits to each brand, and allow each brand to have a “wiki within a wiki”
- Approach
- Communicate the value of having field service consultants log-on and try the wiki
- Get the natural leaders and early adopters in each brand to use the site, seeding it with content
- Approach
- Communicate the value of having field service consultants use, and continue to use the wiki
- Use recognition to publicize the most valuable content
- Why We Are Doing It
- To increase our customers’ revenues, and in turn, Realogy’s brands’ revenues
- Benefits
- Consultants leveraging each other’s strengths
- Creation of a knowledge management repository
- Creation of a community across culture, language, and geography
- Minimal training or tech support
- Ease, control, and insight
- Minimal cost
- Lessons Learned
- It’s not about the technology…
- Keep out the “tourists”
- Recognize, recognize, recognize
- Tier the roll out
- Seed your content
- Let everyone have their own space
- Exploit “visual fatigue”
- CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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