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CBW-2 Collaboration Case Studies Gilbane San Francisco Field Service Wiki Ken Herron Vice President of Interactive Strateg...
Before We Start, Who is Realogy? CBW-2 | Field Service Wiki | Ken Herron | 04.12.07 Venture Partner:
Opportunity <ul><li>Help 125 field service consultants around the world better support their customers </li></ul>CBW-2 | F...
Opportunity <ul><li>Enable these consultants to share their best practices with each other – within and across competitive...
Opportunity <ul><li>Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowes...
Opportunity <ul><li>Communicate the value of having 5 different brands’ leadership teams allow their field service people ...
Opportunity <ul><li>Communicate the value of having field service consultants log-on and try the wiki </li></ul>CBW-2 | Fi...
Opportunity <ul><li>Communicate the value of having field service consultants use, and continue to use the wiki </li></ul>...
Approach <ul><li>Help 125 field service consultants around the world better support their customers </li></ul><ul><li>Rese...
Approach <ul><li>Enable these consultants to share their best practices with each other – within and across competitive br...
Approach <ul><li>Find the easiest wiki solution – in terms of set-up, administration, management, and use [at the lowest c...
Approach <ul><li>Communicate the value of having 5 different brands’ leadership teams allow their field service people to ...
Approach <ul><li>Communicate the value of having field service consultants log-on and try the wiki </li></ul><ul><li>Get t...
Approach <ul><li>Communicate the value of having field service consultants use, and continue to use the wiki </li></ul><ul...
Why We Are Doing It <ul><li>To increase our customers’ revenues, and in turn, Realogy’s brands’ revenues </li></ul>CBW-2 |...
Benefits <ul><li>Consultants leveraging each other’s strengths </li></ul><ul><li>Creation of a knowledge management reposi...
Lessons Learned <ul><li>It’s not about the technology… </li></ul><ul><li>Keep out the “tourists” </li></ul><ul><li>Recogni...
CBW-2 | Field Service Wiki | Ken Herron | 04.12.07
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Increasing Adoption of Enterprise Collaboration Tools

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Transcript of "Increasing Adoption of Enterprise Collaboration Tools"

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