Drive Engagement with Communities featuring BSkyB & IATA
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Drive Engagement with Communities featuring BSkyB & IATA

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Customer webinar with IATA and BSkyB - improving collaboration with Salesforce Communities. ...

Customer webinar with IATA and BSkyB - improving collaboration with Salesforce Communities.

Check out the slides from our recent webinar with IATA and BSkyB to find out how Salesforce Communities can help you to accelerate sales, improve customer service and transform your workplace.

IATA talked about how implementing Salesforce Communities has helped within their own organisation, while BSkyB highlighted how Salesforce Chatter has improved collaboration and customer service levels within their organisation.

Find out about the latest UK events and webinars at www.salesforce.com/uk/events

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Drive Engagement with Communities featuring BSkyB & IATA Presentation Transcript

  • 1. Driving Engagement with Communities 2nd July 2014 www.salesforce.com/communities/overview
  • 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 3. Today’s Speakers Niall Murphy Communities Specialist Salesforce.com Venkat Ramaswamy CRM Platform Owner IATA Nicola Band Community Manager British Sky Broadcasting
  • 4. Welcome to the Internet of Customers Communities connected connected Applications & Products Service Marketing Sales connected Customers connected Partnersconnected Employees
  • 5. Why is this difficult? Multiple Disparate Systems… … disconnected from the business
  • 6. Salesforce1 Communities Salesforce1 App Force.com Heroku1 ExactTarget Fuel Sales Cloud Service Cloud Marketing Cloud AppExchange Custom Apps Platform Services Cloud . Social . Mobile . Connected A Customer Platform for the future
  • 7. Driving Better Customer Engagement Next Gen Personalization Experts, Topics, Assets Mobile Communities Employee, Partners, Customers Contextual Business Processes Actions, Micro-Apps, Content Sales, Service, Marketing, Files
  • 8. Communities: Proven Success Forrester: 205% Return on Investment Faster Access to Information Increase in Sales Better Service Improved Marketing Alignment Better Engagement
  • 9. Nicola Band BSkyB Community Manager
  • 10. Why Salesforce Chatter… At Sky we want to offer the best service in the UK and we will do this by working together as one team, making things brilliantly easy for our people and customers; while staying at the top of our game. Directly employing 28,000 people and supporting a further 115,000 jobs in 27 locations throughout the UK, Ireland, Bulgaria and India; our people are at the centre of everything we do. With over 4000 members of our team working out in the field and never stepping foot in an office, senior leadership need more than ever to stay close to their teams right across the UK, Ireland, Bulgaria and India we needed a solution to bring our people closer together, Chatter really enables us to Connect.Collaborate.Communicate.
  • 11. Why Salesforce Chatter… “Leaders and Managers don’t know where to go to find answers once they have exhausted knowledge resources and informal contacts” “ What are our engineers doing? We can never get a hold of them and we seem to be working for two different companies” “As we grow our business, geographical challenges presented themselves” “I want to be able to speak to my colleagues in our Partner sites but can’t because they don’t have email” “What are the senior managers and directors up too? I feel like they don’t know what happens here”
  • 12. From Adoption to Addiction…
  • 13. It’s a Numbers Game 9 Million logins since launch On average 32,600 posts per month On average 54,200 comments per month 28,168 users 99.5% users logged in at least once in the last 3 months 36,384 @ mentions in the last month 2,046 topics used in the last month 499,110 Follows in the last 3 months
  • 14. What do Sky people use Chatter for? 20% 10% 24% 24% 16% 6% Customer Product Comms Team Content Social
  • 15. The Group Anatomy Team Groups Departme nt Groups Product Groups Content Groups Knowledge Groups Noticeboa rd Groups Groups Here at Sky we have a strong group culture with the majority of our posts being made in groups as opposed to profile pages. With 650 Private groups; collaboration if rife among projects and teams and with just over 400 Public groups, the information is free flowing.
  • 16. Going Mobile: Chatter in the Field Our 4000+ field engineers exclusively use iPad mini’s as their main access to Chatter; a large number of our population will never access Chatter via a browser. The iOS Chatter application is central to everything our Home Service & Supply teams do, It is important that we can deliver them the best technology possible This brings our field staff in direct contact with the rest of our Customer Operations population for the very first time.
  • 17. Chatter@Sky One of Sky’s favourite Chatter stories, where a Help Forum advisor found an unusual installation issue complete with illustrations from the customer. After reaching out to the community, an ingenious solution was designed and tested by an engineer. More illustrations and photos followed to give our customer the answer he needed.
  • 18. Chatter@Sky A heart-warming example of what Chatter can achieve. An engineer made an emotive plea to give a struggling, but loyal family a little helping hand. Their son had been diagnosed with leukaemia and money was tight… Advisors offered what they could before the director of Home Service and Supply stepped in to give the family a fantastic deal. He even arranged for the job to be given back to Steven so he could finish what he started, All this in under 12 hours on a Friday night. 498 likes and 234 comments were a massive outpouring of joy, bringing everyone together, showing how doing the right thing can unite us all.
  • 19. Charlie Chatter, The Moderators and The Rockstars Chatter Community Team • 1 Chatter Community Manager and 3 Chatter Community Leaders • Responsible for protecting the integrity, value and purpose of the Chatter@Sky Community Chatter Moderators • Network of almost 100 Moderators across all areas of the business • Federated Moderation culture – every user has responsibility for the community • Very Small number of posts removed each week <6 • Standard disciplinary procedures apply and Chatter is covered by our IT Acceptable Use Policy. Chatter Rockstars • Prolific Chatter users who use the tool day in, day out and regularly share best practice • Provided short training sessions and regular behind the scene hints from the Community team • Providing light touch moderation, steering and directing users to the correct groups or source of knowledge Chatter Community Team Chatter Moderators Chatter Rockstars Group Owners/Team Leaders
  • 20. The Challenges We Faced • Finding the right use case for each area – each area has a different function, toolkit and purpose and the reasons to use Chatter vary – for example crowd sourcing advice is the key for our contact centre advisors and field based engineers, where collaborative working is more important to our various project and support teams. • Our first line managers see it as another ‘thing to do’ and don’t always notice their peoples’ contribution – this means great stuff can be missed and not so great stuff has to be highlighted by the community team and isn’t always noticed. • Our adoption approach was viral and not mandatory, visibility of support documents and guidelines was a challenge, an easier way of directing people to help remains high on our wish list. • As with most organisations we have a plethora of communication channels, we faced reluctance to let go of the SharePoint™ and microsites and move to a single collaborative space. • The sheer scale of our Chatter org presents a challenge in itself with a post on average every 28 seconds and up to 6000 posts and comments per day – staying on top of the content can be difficult – our group landscape is essential for this and the introduction of group announcements is a long yearned for enhancement for us.
  • 21. The Benefits of Chatter Return on Investment is notoriously tricky with social solutions; we like to think we see our key benefits in: People Satisfaction This is equally as important as customer satisfaction at Sky – We want people to live and breathe our values and believe in our brand. Chatter gives us a real time temperature check insight into how our people are feeling – what’s exciting, frustrating or confusing them, this enables us to deal with issues quickly and publicly creating a truly open and transparent culture. Customer Resolution We have a number of metrics at Sky measuring how effectively and efficiently we resolve customers queries. Chatter is an enabler to improving key areas e.g. enhancing our knowledge bases as a result of Chatter conversations, reducing the time taken from query to resolution by allowing our people to connect and work together. Brand Awareness & Advocacy By creating a space where everyone from our engineers to our strategic partners can connect with our amazing content, talent and community initiatives everyone feels apart of Sky.
  • 22. The Future @ Sky At Sky we are always evolving our business our Chatter communities really allows us to do this and to ensure that we are providing the best service in the country. Bringing our Sky Business Team and their customers closer together – allowing them to connect in the community with real time conversations. Allowing our Sky Business teams to manage their accounts on the go with Salesforce1. Our innovative new Internet TV Service, changing the way we do Customer Service by utilising Online forums, Live Chat services and knowledge bases all powered by our community platform. Bringing our people and customers closer together than ever before. Sky Tickets, providing tickets to major sporting events through out the UK and Ireland. Our Salesforce community allowing us to manage our customers contacts like never before and collaborating as one team through our Chatter community.
  • 23. Venkat Ramaswamy IATA CRM Platform Manager
  • 24. 240 airlines 84% of the total air traffic 113 Countries 3B Passengers 43M Tons of Freight Its mission to represent, lead and serve the airline industry 24
  • 25. Safety is the industry’s top priority. IATA continues to work with airlines and industry partners in raising standards and implementing best practice 36.4 million flights in 2013 81 accidents (75 in 2012, 86 5 year average) 16 fatal accidents 0.0004‰ (15 in 2012, 19 5 year average) 210 fatalities (414 in 2012, 517 5 year average)25
  • 26. IATA is the industry’s clearing house US$ 250B per year in Passenger US$32B per year in Cargo 70,000 travel agencies 26
  • 27. 4 business layers July 2014IATA 27 • Billing and settlement • IATA Financials • Accreditation • Global aviation data management • Connect once, connect all • Knowledge management • Self-service personalization • Social collaboration and engagement • Strategy & planning • Reporting • Process optimization • Harmonized regulatory framework • Customer centric products • Back-office simplification • Travel data exchange • Connect • Guide • Adapt • Encourage partnerships • Improve financials • Rebalance value chain • Secure • Simplify • Standardize • Direct • Control • Execute Industry Services Portal Resource Planning Innovation Network
  • 28. Salesforce.com @ IATA  Sales Cloud  Campaigns  Leads  Opportunities  Service Cloud - Customer Service  All hubs  400,000 cases a year  More than 1,000 cases a day  Multiple Channels  Phone  Email  Web forms July 2014IATA 28
  • 29.  Workflows  Airline Participation  Remittance & Settlement  Agency Management  Agency Risk Management July 2014IATA 29 Salesforce.com @ IATA
  • 30. Customer Portal Objectives  Customer Service Processes  Increase customer satisfaction when reporting queries  Savings by avoiding customer queries that need to be actioned by a Customer Service Representative  Single Sign On July 2014IATA 30
  • 31. 31
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  • 35. 35
  • 36. 36
  • 37. 37
  • 38. Customer Portal Statistics  Pilot Stage  Data is for a group of countries only July 2014IATA 38
  • 39. 39 July 2014IATA
  • 40. 40 July 2014IATA
  • 41. ISS accounts IATA Financial accounts IATA events GDP accounts GADM accounts GDP (Zuora back-office) Front office On-line shop On-line BI tools Pilot (5 accounts) Key accounts Lead management Knowledge management Agency management Operational excellence eCommerce integration CIO Forum AGM IATA events IATA Portal Online Shop Account Managmnt Accreditation IATA App R1 (Registration + Cases) R2 (Added value services) R3 (Cross/Up sell of Services) 2013 20152014 2016 Data Cleansing Salesforce.com roadmap July 2014IATA 41
  • 42. Have you been to the the Salesforce Success Community? Access from help and training in any Salesforce instance. http://success.salesforce.com : • Best practice example of a large scale community • Navigate to the communities Implementation group or the communities product group which have lots of great resources and Q&A and Further Information http://success.salesforce.com :
  • 43. Thank You !