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ORCKESTRA PRESENTS
YAMMER FOR REAL CLIENT CASES
YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
WHO WE ARE?

Anna Klos
Social Business Analyst

Elie Monnier
Social Business Analyst

Yammer certified

Yammer certified

...
ORCKESTRA
MONTREAL BASED LEADING PROVIDER OF INNOVATIVE .NET COMMERCE
AND BUSINESS SOLUTIONS
CERTIFIED MICROSOFT YAMMER PA...
INTRODUCTION TO CLIENT CASES
CASE CLIENT #1: MULTINATIONAL COSMETIC COMPANY
DEMONSTRATE HOW YAMMER CAN SOLVE MARKETING AND...
MULTINATIONAL
COSMETIC COMPANY
CLIENT CASE #1

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
AGENDA
ABOUT THIS COMPANY
HOW THEY PERCEIVE THEIR MARKETING FLOW
WHAT IS HAPPENING IN REAL
THEIR SPECIFIC PAIN POINTS
HOW ...
ABOUT THIS COMPANY
MULTINATIONAL WITH A GLOBAL MARKETING STRATEGY TEAM
MAIN PRODUCTS: SKIN CARE, MAKEUP & FRAGRANCES
OVER ...
HOW THEY PERCEIVE THEIR MARKETING FLOW

Global
Marketers

Subsidiaries
Marketers

Beauty
Consultants

Define marketing vis...
THIS IS WHAT’S HAPPENING…

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
COMMUNICATION IS COMPLICATED!

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
THEIR SPECIFIC PAIN POINTS
No access to
frequently asked
questions /
issues

Unable to share & reuse
content between
subsi...
HOW WE INTEND TO SOLVE THIS ?
YAMMER IS THE BEST SOLUTION

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
WHAT IS OUR VISION?
COLLABORATE SEAMLESSLY
ON REGIONAL E-COMMERCE WEB SITE LAUNCHES
YAMMER
WORKING SOCIAL – TRANSFORM YOUR...
ENVISIONED INITIATIVES
SET-UP COMMUNITIES AROUND
SPECIFIC THEMES
PUBLISH DOCUMENTATION
ON TRAINING
ORGANISE ONLINE EVENTS
...
YAMMER
EXAMPLE
#1

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
YAMMER
EXAMPLE
#2

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ACHIEVE FOLLOWING GOALS
CREATE A COMMUNITY WHICH WILL HELP EACH OTHERS
REDUCE ISSUE’S RESOLUTION TIME
EASILY ACCESS INFORM...
PIZZA COMPANY
CLIENT CASE #2

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
AGENDA
ABOUT THIS COMPANY
HOW THEY BUSINESS WORK
CLIENTS CURRENT ISSUES
THEIR INTERNAL PAIN POINTS
HOW WE INTEND TO SOLVE ...
ABOUT THIS COMPANY
ONE OF CANADA'S PREMIERE DELIVERY + TAKEOUT PIZZA COMPANY
OVER 200 PIZZERIA ACROSS CANADA
OVER 8 MILLIO...
HOW THEIR BUSINESS WORK
CLIENT
ORDER PIZZA USING:
WEB
MOBILE APP
PHONE

YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS

C...
THIS PROCESS IS NOT THAT EFFICIENT
AND CAUSES ISSUES
TO THEIR CURRENT CLIENTS
YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSIN...
CLIENTS CURRENT ISSUES
NOT ALWAYS HAVING A QUICK DELIVERY, EVEN
ONCE IN STORE

..

NOT GETTING THE SAME LEVEL OF SERVICE

...
IN THIS OVER COMPETITIVE MARKET:
A CLIENT WHO GETS UNSATISFIED ONCE
HAS 50% CHANCE TO BE LOST
IF TWICE, IT GOES UP TO 90%!...
ACTUALLY
THESE CLIENTS ISSUES ARE MOSTLY
DUE TO INTERNAL PAIN POINTS…
YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
THEIR INTERNAL PAIN POINTS

CALL CENTER
NO REAL TIME CONTACT
LACK OF INFORMATION
ABOUT ACTIVITY IN
FRANCHISEES
LACK OF INF...
IT IS MOSTLY DUE TO
A LACK OF INFORMATION SHARING
DURING THE ORDER PROCESS
YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
HOW DO WE INTEND TO SOLVE THIS?
USING YAMMER AND THE SOCIAL JOURNEY
METHODOLOGY
YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUS...
APPLYING THE SOCIAL JOURNEY METHODOLOGY
Define overarching vision for using
Yammer

Prioritize the ways to use Yammer that...
DEFINE A VISION
CREATE A CULTURE OF SHARING TO
IMPROVE CUSTOMER SERVICE
HOW?
• MAKE PEOPLE COLLABORATE IN
REAL TIME ALL DA...
BUILD A VALUED LIST OF INITIATIVES
SET-UP A REAL TIME PROCESS FOR PIZZA ORDERING
SHARE AND PROCESS CLIENTS REVIEWS
SHARE B...
YAMMER NEEDS TO BE
CONFIGURED TO BE ADAPTED
TO CLIENT INITIATIVES
YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
LAUNCH YAMMER AND DRIVE SUCCESS
EXAMPLE OF COMMUNICATION CAMPAIGN: 31 DAYS YAMMER

WEEK 1 – MOTIVATE AND ENGAGE “LET’S GET...
MEASURE SUCCESS AND
COMMUNICATE RESULTS
ON A REGULAR BASIS
YAMMER
WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ACHIEVE FOLLOWING GOALS
APPLYING THE ‘SOCIAL JOURNEY’ METHOD AND USING YAMMER:

CHANGE THE WAYS EMPLOYEES COLLABORATE
IMPR...
NEXT STEPS: A BRAINSTORMING WORKSHOP
OBJECTIVES:
UNDERSTAND YOUR CURRENT SITUATION & PAIN POINTS
DEFINE A VISION
MAP TO VA...
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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.

Published in: Technology, Business
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Transcript of "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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