Yammer For Real Client Cases

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WORKING SOCIAL. TRANSFORM YOUR BUSINESS WITH YAMMER.

Transform your business from the inside out.

In a world where the pace of innovation will continue to accelerate‚ it’s more important than ever for companies to be more nimble and agile. With Yammer‚ Office 365 and SharePoint‚ organizations are transforming the way people work together‚ allowing them to connect‚ engage and innovate‚ both internally and externally‚ with the tools they use every day.
Find out how Enterprise Social can transform your business.

Through presentations‚ hands-on demonstrations‚ and interaction with Enterprise Social Experts‚ this "Working Social" event offers participants a unique opportunity to discover the business value of enterprise social for your organization through a step by step walk-through of the social journey.

See how you can bring value to your business across the three key areas of engagement‚ collaboration and innovation.
Learn about Microsoft’s vision for enterprise social‚ the Yammer roadmap and get a hands-on demonstration of how Yammer can transform your organization from the inside out.
Get an in-depth look at the social journey of successfully transformed organizations through the power of Yammer.
Access practices and methodologies to plan‚ execute and measure your organization’s social transformation.Working
Network with like-minded colleagues from other organizations about their social journey.

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Yammer For Real Client Cases

  1. 1. ORCKESTRA PRESENTS YAMMER FOR REAL CLIENT CASES YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  2. 2. WHO WE ARE? Anna Klos Social Business Analyst Elie Monnier Social Business Analyst Yammer certified Yammer certified YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  3. 3. ORCKESTRA MONTREAL BASED LEADING PROVIDER OF INNOVATIVE .NET COMMERCE AND BUSINESS SOLUTIONS CERTIFIED MICROSOFT YAMMER PARTNER EFFICIENTLY SOLVES BUSINESS AND COLLABORATION ISSUES TODAY’S GOAL : PRESENT YAMMER BENEFITS THROUGH TWO REAL CLIENT CASES YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  4. 4. INTRODUCTION TO CLIENT CASES CASE CLIENT #1: MULTINATIONAL COSMETIC COMPANY DEMONSTRATE HOW YAMMER CAN SOLVE MARKETING AND COMMUNICATION ISSUES CASE CLIENT #2: PIZZA FRANCHISES COMPANY SHOWCASE THE SOCIAL JOURNEY METHODOLOGY TO IMPLEMENT SUCCESSFULLY YAMMER AND SOLVE ORDER MANAGEMENT ISSUES YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  5. 5. MULTINATIONAL COSMETIC COMPANY CLIENT CASE #1 YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  6. 6. AGENDA ABOUT THIS COMPANY HOW THEY PERCEIVE THEIR MARKETING FLOW WHAT IS HAPPENING IN REAL THEIR SPECIFIC PAIN POINTS HOW WE INTEND TO SOLVE THIS USING YAMMER? ACHIEVE FOLLOWING GOALS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  7. 7. ABOUT THIS COMPANY MULTINATIONAL WITH A GLOBAL MARKETING STRATEGY TEAM MAIN PRODUCTS: SKIN CARE, MAKEUP & FRAGRANCES OVER 200 PREMIUM PRODUCTS SOLD DIRECTLY TO CUSTOMERS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  8. 8. HOW THEY PERCEIVE THEIR MARKETING FLOW Global Marketers Subsidiaries Marketers Beauty Consultants Define marketing vision Select products and campaigns for their local market Use marketing materials for their clients Adapt global digital content for their local market Organize events based on marketing campaigns Create and share digital content with subsidiaries For new products For global strategy marketing campaigns YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS Publish digital content
  9. 9. THIS IS WHAT’S HAPPENING… YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  10. 10. COMMUNICATION IS COMPLICATED! YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  11. 11. THEIR SPECIFIC PAIN POINTS No access to frequently asked questions / issues Unable to share & reuse content between subsidiaries Difficult to assist with content entry on a daily basis YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  12. 12. HOW WE INTEND TO SOLVE THIS ? YAMMER IS THE BEST SOLUTION YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  13. 13. WHAT IS OUR VISION? COLLABORATE SEAMLESSLY ON REGIONAL E-COMMERCE WEB SITE LAUNCHES YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  14. 14. ENVISIONED INITIATIVES SET-UP COMMUNITIES AROUND SPECIFIC THEMES PUBLISH DOCUMENTATION ON TRAINING ORGANISE ONLINE EVENTS PROVIDE ACCESS INFORMATION & UPDATES FROM ANYWHERE YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  15. 15. YAMMER EXAMPLE #1 YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  16. 16. YAMMER EXAMPLE #2 YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  17. 17. ACHIEVE FOLLOWING GOALS CREATE A COMMUNITY WHICH WILL HELP EACH OTHERS REDUCE ISSUE’S RESOLUTION TIME EASILY ACCESS INFORMATION AND UPDATES FROM ANYWHERE YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  18. 18. PIZZA COMPANY CLIENT CASE #2 YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  19. 19. AGENDA ABOUT THIS COMPANY HOW THEY BUSINESS WORK CLIENTS CURRENT ISSUES THEIR INTERNAL PAIN POINTS HOW WE INTEND TO SOLVE THIS USING SOCIAL JOURNEY METHODOLOGY? ACHIEVE FOLLOWING GOALS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  20. 20. ABOUT THIS COMPANY ONE OF CANADA'S PREMIERE DELIVERY + TAKEOUT PIZZA COMPANY OVER 200 PIZZERIA ACROSS CANADA OVER 8 MILLION PIZZAS SERVED PER YEAR YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  21. 21. HOW THEIR BUSINESS WORK CLIENT ORDER PIZZA USING: WEB MOBILE APP PHONE YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS CALL CENTER GET ORDERS OVER THE PHONE CONTROL ORDERS FROM: WEB MOBILE APP FORWARD ORDERS TO APPROPRIATE FRANCHISEES FRANCHISEE PREPARE INGREDIENTS AND TEAM RECEIVE ORDERS ON P.O.S. DEVICE PRINT ORDER PREPARE AND COOK PIZZAS DELIVER PIZZA
  22. 22. THIS PROCESS IS NOT THAT EFFICIENT AND CAUSES ISSUES TO THEIR CURRENT CLIENTS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  23. 23. CLIENTS CURRENT ISSUES NOT ALWAYS HAVING A QUICK DELIVERY, EVEN ONCE IN STORE .. NOT GETTING THE SAME LEVEL OF SERVICE ( NOT SUFFICENTLY INFORMED IN CASE OF TROUBLES UNABLE TO SHARE THEIR FEEDBACK EASILY YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  24. 24. IN THIS OVER COMPETITIVE MARKET: A CLIENT WHO GETS UNSATISFIED ONCE HAS 50% CHANCE TO BE LOST IF TWICE, IT GOES UP TO 90%! YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  25. 25. ACTUALLY THESE CLIENTS ISSUES ARE MOSTLY DUE TO INTERNAL PAIN POINTS… YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  26. 26. THEIR INTERNAL PAIN POINTS CALL CENTER NO REAL TIME CONTACT LACK OF INFORMATION ABOUT ACTIVITY IN FRANCHISEES LACK OF INFORMATION ON STOCKS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS FRANCHISEE NO IMMEDIATE ANSWERS ON BUSINESS ISSUES CANNOT SHARE BEST PRACTICES WITH OTHER FRANCHISEES IMPOSSIBLE TO SHARE CLIENTS REVIEWS HQ MARKETING DIFFICULT TO RETRIEVE MARKET INFORMATION FROM CLIENTS AND FRANCHISEES
  27. 27. IT IS MOSTLY DUE TO A LACK OF INFORMATION SHARING DURING THE ORDER PROCESS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  28. 28. HOW DO WE INTEND TO SOLVE THIS? USING YAMMER AND THE SOCIAL JOURNEY METHODOLOGY YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  29. 29. APPLYING THE SOCIAL JOURNEY METHODOLOGY Define overarching vision for using Yammer Prioritize the ways to use Yammer that support the vision Monitor network and evaluate success Put your prioritized initiatives into practice through defined use cases Configure Yammer Prepare launch and raise awareness YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  30. 30. DEFINE A VISION CREATE A CULTURE OF SHARING TO IMPROVE CUSTOMER SERVICE HOW? • MAKE PEOPLE COLLABORATE IN REAL TIME ALL DAY LONG • GIVE ACCESS TO INFORMATION FROM ALL DEVICES ANYWHERE YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  31. 31. BUILD A VALUED LIST OF INITIATIVES SET-UP A REAL TIME PROCESS FOR PIZZA ORDERING SHARE AND PROCESS CLIENTS REVIEWS SHARE BEST PRACTICES BETWEEN FRANCHISEES SET-UP MARKETING CHALLENGES BETWEEN FRANCHISEES YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  32. 32. YAMMER NEEDS TO BE CONFIGURED TO BE ADAPTED TO CLIENT INITIATIVES YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  33. 33. LAUNCH YAMMER AND DRIVE SUCCESS EXAMPLE OF COMMUNICATION CAMPAIGN: 31 DAYS YAMMER WEEK 1 – MOTIVATE AND ENGAGE “LET’S GET YAMMING” WEEK 2 – RECRUIT NEW MEMBERS “CREATE A YAMMERHEAD TODAY” WEEK 3 – SHOWCASE THE NETWORK “WHO’S YAMMING?” WEEK 4 – DISCUSS WHAT MATTERS “YAM AS ONE” YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  34. 34. MEASURE SUCCESS AND COMMUNICATE RESULTS ON A REGULAR BASIS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  35. 35. ACHIEVE FOLLOWING GOALS APPLYING THE ‘SOCIAL JOURNEY’ METHOD AND USING YAMMER: CHANGE THE WAYS EMPLOYEES COLLABORATE IMPROVE BUSINESS REACTIVITY OPTIMISE THE ORDER PROCESS … AND PROVIDE A BETTER SERVICE TO THEIR CLIENTS! YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
  36. 36. NEXT STEPS: A BRAINSTORMING WORKSHOP OBJECTIVES: UNDERSTAND YOUR CURRENT SITUATION & PAIN POINTS DEFINE A VISION MAP TO VALUE: DEFINE A HIGH LEVEL LIST OF POSSIBLE INITIATIVES OUR EXPERTS INVOLVED: SOCIAL BUSINESS CONSULTANTS DURATION: 2 HOURS YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS

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