Winnovation Network
Portal Offerings
from talking to listening

More Social Customers
Customers used to the benefits of social media are
expecting more and behaving differently:
• Uses new online channels and communication tools
• Trusts in advice made by people online
• Tends to buy more online than offline
• Provides feedback about products and customer service
• Reads and creates product reviews, product rankings and blog posts
• Seeks support to connect with like-minded peers.
• Expects better customer experience =

Changing Buying Patterns
• Pre‐Web: Adver)sing & Distribu)on
• Web 1.0: Price comparison, eCommerce
• Web 2.0: Social shopping, peer reviews and ra)ngs
78% trust peer reviews
only 14% trust adver6sing

Job #1: Listen to the customer

Social Media RevoluGon
“The end of adver)sing as we know it.”
IBM Global Business Services
“World of mouth”
“Products will find us through social media.”
@equalman
ARE YOU READY?

Enterprise IT Today
Homepage
/ Internet
F
Intranet
Intranet Extranet I
R
E Little collaboration
W
CRM A No customer collaboration
L
L Closed
SERVICE BUS (SOA)
Transactional
Business
Business
Systems Process-oriented
Systems
Low flexibility
High maintenance

Partners and Customers Disconnected
In E
C
B
In E In E
C In E C
B C B
B

IT Tomorrow
Employees
existing CRM
existing system
integration blogs
chat
collaborative status
forums
editing messaging social media
monitoring
content micro feedback
sharing blogging
rules participatory
content R&D
sharing knowledge
sharing trend
prediction
knowledge
creation
Partners awareness Customers
promotion
conversation
marketing
collabora)ve – real‐)me – hosted – open‐source – transparent – adaptable

Social Enterprise Portal
Web 2.0
Partner Customer
Collaboration Collaboration
Portal Portal
open source social media
Data
Flow
&
User
Management
adaptive
Social Media hosted “cloud”
community Collaboration
&
computing
management Marketing

More Connected

Partner Collaboration Portal
Work more effectively with your business and association
partners
This is made possible through:
➡ Real-time communication channels that make location
almost irrelevant.
➡ Fast, cost effective collaboration spaces based on open
standards and (developing) processes.
➡ Linking collaboration spaces across organizations.

collaborative social
existing system mul)media
media integration
integration
Homepage
links innova)on
blogs
Knowledge search
Genera)on
chat wiki adap)ve
open
standards
integration
Collabora)on
Content
shout boxes Mgmt.
forum
User Mgmt.

Customer Collaboration Portal
Stimulate customer participation by reaching out and
interacting with them via social media.
This is made possible through:
➡ Flexible online systems that allow for adaptive
interaction and collaborative processes.
➡ Community driven knowledge sharing and self-service.
➡ Providing personalized human-to-human interaction.

CUSTOMER COLLABORATION
PORTAL chat
wiki forum social media
integration
existing system mul)media knowledge
integration
links
Homepage adap)ve
blogs
search
open
standards
Social CRM
integration innova)on
Content
Mgmt. Customer
Service
User Mgmt.
14

The Power of Open-source
Unique, stand-alone, IT solutions are quickly become
unnecessarily expensive and often ineffective due to the
rise in massive open-source communities formed around
website development services, such as Drupal and Jormala.
Therefore we develop our solutions based upon the best of
the open-source solutions. This provides the opportunity to
gradually grow the solution together with effective change
management.

Business Value
Sales
Redefine marketplace, brand and reputa)on
Product
S)mulate user‐driven innova)on, gain market insight and intelligence
Cost
Self‐service portal: saves costs AND increase customer sa)sfac)on

Evolution – not Revolution
• Implement step by step
• Start by adding high value
• Minimize disrup)ve change
• Social media is here to stay, start by addressing
this through a Customer Collabora)on Portal

Current System Integration
Where possible we aim to integrate seamlessly with
existing intranet and CRM / business systems.

Our Offering

Technology
• State-of-the-art expertise
• Portal implementation
• System integration
• Single user identity management
• SaaS hosting & professional support
• Competitive resourcing

Portal Technologies
• Open Source / Web 2.0 platforms better at social and freeform
• Legacy platforms more mature for the enterprise
• “Sweet spot” technologies:
– Lotus Connections (IBM)
– Acquia Drupal (Open Source)
– Google Apps + Wave (Google and Open Source)

Why Drupal?
• Leading open source portal framework
• Native social
• Supports freeform (stimulating participation)
• Modular plug&play (throw away if necessary)
• Rapid development
• Huge community and library
• Professional hosting and service (Acquia, partner)

Portal Functionalities
CUSTOMER COLLABORATION EMPLOYEE COLLABORATION PARTNER COLLABORATION
Single User‐Iden)ty Management
SocialCRM Collabora)ve Learning Supply Chain
Customer Service online, Project Management
Loca)on Based / Logis)cs
IM, VOIP Change Management
Social content & func)onali)es:
Knowledge / Forums Career Management Lead tracking
Wiki, blogs, forum, wave, instant messaging,
videos, voice, links, knowledge, freeform, personal
Product Innova)on profiles, etc Process Innova)on
Online marke)ng Social Ac)vi)es Joint marke)ng ac)vi)es
Market Intelligence Innova)on Board Contract Management
Issue/order tracking Inventory / Produc)on

Thanks!