Service Provider Responds to Clients Faster with Social Networking and Co-Authoring


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KPN is a major telecommunications and information and communications technology (ICT) provider in the Netherlands. Consultants from its subsidiary, Getronics, are frequently away from their offices, developing solutions at client sites around Europe. To improve knowledge sharing for resolving customer issues and to improve employee satisfaction, KPN and Getronics needed a way for employees to build and maintain internal relationships even when working in different locations. Getronics deployed Microsoft Office 2010 and Microsoft SharePoint Server 2010 to take advantage of new social-networking and document co-authoring capabilities. With these new solutions in place, the company has reduced the time to co-author consultancy reports and sales proposals by 15 to 20 percent, and employees can find knowledge experts 50 percent faster to resolve client issues more quickly.

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Service Provider Responds to Clients Faster with Social Networking and Co-Authoring

  1. 1. Microsoft Office 2010 Customer Solution Case Study Service Provider Responds to Clients Faster with Social Networking and Co-Authoring SolutionOverview ―Our clients rely on us to keep their ICT solutions upCountry or Region: The NetherlandsIndustry: Telecommunications and ICT and running so that they have peace of mind. Theservices capabilities in Office 2010 give us the tools we need toCustomer Profile make sure that happens.‖Netherlands-based KPN is a Coen Olde Olthof, Vice President Marketing, Alliances, Portfolio, and Strategy, Getronicstelecommunications and ICT serviceprovider. Its subsidiary, Getronics, KPN is a major telecommunications and information anddesigns, integrates, and manages ICTsystems and applications for many global communications technology (ICT) provider in the Netherlands.and local organizations. Consultants from its subsidiary, Getronics, are frequently awayBusiness Situation from their offices, developing solutions at client sites aroundKPN and Getronics wanted to improve Europe. To improve knowledge sharing for resolving customerprofessional networking among itsemployees, reduce the time it takes to issues and to improve employee satisfaction, KPN and Getronicsdevelop proposals, and improve the needed a way for employees to build and maintain internalproposal development process. relationships even when working in different locations. GetronicsSolution deployed Microsoft Office 2010 and Microsoft SharePoint ServerKPN and Getronics deployed MicrosoftOffice 2010 and Microsoft SharePoint 2010 to take advantage of new social-networking and documentServer 2010 to improve professional co-authoring capabilities. With these new solutions in place, thenetworking opportunities and to enhancesales performance and employee company has reduced the time to co-author consultancy reportsproductivity. and sales proposals by 15 to 20 percent, and employees can findBenefits knowledge experts 50 percent faster to resolve client issues Resolves client problems faster more quickly. Improves client responsiveness Improves employee satisfaction
  2. 2. ―By staying in touch Situation consultants in the company. This had a KPN, one of the world‘s first combined negative impact on employee satisfactionthrough professional providers of telecommunications and IT as well.‖ services, is a Dutch telecommunicationsnetworks like LinkedIn, company that serves both business and To meet this challenge, Getronics sought toour consultants will feel consumer markets. It offers a range of improve internal knowledge sharing and business services—from voice, Internet, and collaboration to ensure that its consultantsmore connected to the data to fully managed information and work better together to reduce the time it communications technology (ICT) solutions. takes to respond to client requests.home office and this will The KPN subsidiary, Getronics, designs, Getronics also wanted an internalhelp increase employee integrates, and manages ICT systems and networking solution that would integrate applications for many global and local social-networking sites, such as Twitter,satisfaction.‖ organizations. KPN has approximately Facebook, and LinkedIn, as well as in-house 36,000 employees worldwide, including My Sites (a feature of SharePoint Server), so Andries den Haan, Senior Technical 13,000 employees of the fully owned consultants could quickly learn more about Consultant, Getronics Consulting subsidiary Getronics. With so many each other‘s skill sets and build employees around the world, like many relationships. ―Over 80 percent of Getronics large companies, KPN and Getronics had employees use LinkedIn for professional difficulty connecting different teams and networking both inside and outside of the people in real time. company,‖ states Andries den Haan, Senior Technical Consultant at Getronics In 2006, Getronics successfully deployed an Consulting. employee productivity infrastructure made up of Microsoft Office 2007, Microsoft Second, the Sales division at Getronics Office SharePoint Server 2007, and spends significant time responding to client Microsoft Office Communications Server requests for information (RFI) and bid 2007. This communication and documents. The basic RFI response takes a collaboration infrastructure enabled team of three to six employees an average document sharing and employee of two weeks to develop. The typical communication across the enterprise, but response document includes independent the company wanted to take it a step sections focused on different technologies further in two main areas. and services, so team members can divide the work and only work on their respective First, Getronics has more than 1,500 sections. ―RFI response managers must consultants who spend most of their time coordinate this effort and consolidate the at client sites around Europe. When clients sections from each team member, an effort have difficult requests or questions, that often forces them to work into the late consultants often struggle to locate experts hours of the night,‖ says Harald den within the company to help them find Houter, Principal Technical Consultant at answers because everyone is Getronics. geographically dispersed. Kevin Reeuwijk, Principal Technical Consultant at Getronics After consolidation of the initial draft, the Consulting, says, ―Our consultants were RFI response manager sends e-mail having trouble connecting to their peers. messages, with the RFI response attached, They had no trouble building strong bonds to the team for final review. Team members with clients, but they were not building send their comments back to the manager, deep relationships with other Getronics who again consolidates all the changes.
  3. 3. During this process, comments are when, and how they work and cooperate. sometimes lost or minor formatting errors As part of this initiative, KPN and Getronics, creep into the final draft. den Houter says, decided to participate in early adopter ―I can think of two cases where we lost the programs for Microsoft Office 2010. In bid because of minor mistakes that we November 2009, employees from KPN and didn‘t catch because of the difficulty of Getronics began upgrading from Microsoft consolidating all the inputs from the team.‖ Office 2007 to take advantage of the Getronics needed a solution that would improved communications and streamline the review cycle and help ensure collaboration capabilities of Office 2010, that input from the team would not be lost combined with Microsoft SharePoint Server in the process. 2010 and Microsoft Office Communications Server 2007 R2. By May 2010, KPN and Solution Getronics deployed Office 2010 to As part of a continuing commitment to approximately 650 employees. Plans are in provide technology that makes it easier for place to deploy Office 2010 to the rest of employees to work together, and to the 36,000 users. improve employee productivity, KPN and its subsidiary Getronics embarked on an Social Networking organization-wide initiative called a ―New To solve the problems that its consultantsFigure 1 1. Outlook Social Figure – Outlook Social Way of Working.‖ For KPN and Getronics, had with building a network, Getronics has Connector: Information from Connector - Information the New Way of Working initiative enables now provided a vehicle for professional LinkedInfrom LinkedIn is People is shown in the shown employees to choose for themselves where, social interaction that employees can use to Pane of Outlook 2010.Pane of in the People leverage their collective knowledge and Outlook 2010. stay in touch with each other. As part of this solution, Getronics is deploying the Microsoft Outlook 2010 messaging and collaboration client to take advantage of the Outlook Social Connector feature that automatically appears below the reading pane in Outlook 2010. With the predefined connectors, Getronics has connected Outlook 2010 to Twitter, LinkedIn, Facebook, SharePoint Server 2010, SharePoint My Sites, and the Active Directory service. Through one centralized view in Outlook 2010, consultants can access up-to-date information, including everything from e-mail threads to status updates from colleagues in their networks. ―Now, consultants can stay up-to-date with their professional connections—all from within Outlook 2010,‖ adds den Haan. ―By staying in touch through professional networks like LinkedIn, our consultants will feel more connected to the home office and this will help increase employee
  4. 4. ―I don‘t have to be at the satisfaction. As consultants start to share document assembled in Word 2010, information like what they are currently eliminating the need for someone tooffice or be connected to working on, or a question they are hearing consolidate all the different versions. from customers, their colleagues will bethe Internet to edit able to respond, just as if they were With Microsoft Office Communicationsdocuments anymore. I chatting in the break room in the home Server 2007 R2, RFI response team office. With Outlook 2010, we can provide members can also view presencecan make my changes the professional social networking that is information within the Word 2010 critical for our employee growth and document to see who else is editing aoffline from wherever I satisfaction.‖ document. By using the presenceam, and the changes are indicators, they can communicate instantly Also in Outlook 2010, when viewing a with available team members from withinsynchronized next time I message with multiple recipients, Word 2010 documents. employees can see a photo for each personconnect.‖ at the top of the People Pane (Figure 1). By Also, with Microsoft SharePoint Workspace Kevin Reeuwijk, Principal Technical clicking a photo, consultants can quickly 2010, an Office application that enables Consultant, Getronics Consulting view more information about a coworker, users to take SharePoint Server 2010 such as communication history or status documents and lists offline and seamlessly updates. In addition, employees can click a synchronize them back to a SharePoint site, contact‘s name to display a quick view of employees can access and edit RFI related Outlook content, such as recent e- responses offline, no matter where they are. mail conversations, meetings, and shared RFI response team members can check out documents. the content and lock the document for editing with a click on the Ribbon, which With SharePoint Server 2010, Getronics is helps avoid editing conflicts with others implementing a Wiki solution where who might be working on the same consultants across the company will be document. SharePoint Workspace provides able to search for best practices from document-locking capability with just a experts on a particular subject and add click on the Ribbon. Reeuwijk explains, ―I information and lessons learned from other don‘t have to be at the office or be projects. Knowledge experts can now edit connected to the Internet to edit SharePoint team sites and see a live documents anymore. I can make my preview of the changes made to the team changes offline from wherever I am, and site with a wiki-like experience. Editing the the changes are synchronized next time I content on a page is as simple as clicking connect.‖ With offline access to SharePoint the edit tab and typing on the page. It also documents, RFI managers can reduce the is easier to insert images, SharePoint lists, time it takes to consolidate the document, and Web parts into the team site. which will reduce errors that arise due to version control issues. Co-Authoring for Request for Information Responses With Office 2010, Getronics employees will Using co-authoring in Microsoft Word stay connected to their colleagues and 2010, enabled by SharePoint Server 2010, quickly find the answers to the customer Getronics can transform how its Sales and requests even when they are away from the Marketing division responds to RFIs. office. Also, responses to client RFIs will be Several sales personnel can now work assembled more quickly and there will be simultaneously on an RFI response less chance of errors in the final document.
  5. 5. ―We expect to save two Benefits running so that they have peace of mind. ―As part of the ongoing development of The capabilities in Office 2010 give us theor three days—or 15 to our global IT infrastructure, Getronics tools we need to make sure that happens,‖ invests in the innovative SharePoint explains Coen Olde Olthof, Vice President,20 percent—on average platform to facilitate collaboration, social Marketing, Alliances, Portfolio, and Strategyin the RFI response ‗person to person‘ communication, and at Getronics. search functionality throughout thedevelopment process.‖ enterprise.‖ explains Paul Slot, CIO of KPN Improves Responsiveness to Client Getronics. ―Together with the unique Requests for Information Harald den Houter, Principal Technical Consultant, Getronics features of the full Office 2010 suites, such Co-authoring will reduce the time it takes as co-authoring and social media RFI response managers to consolidate and capabilities, we see big benefits by enabling gather team members‘ input on response our workforce to generate more and better documents. ―With the collaborative nature business results.‖ of co-authoring, the teams will be able to interact earlier in the process to provide With the upgrade to Office 2010 and better responses to the RFIs,‖ says den SharePoint Server 2010, the KPN subsidiary, Houter. Getronics, expects to improve its consultants‘ ability to work together to Getronics anticipates that employees will better serve clients as a dispersed save several days in the sales cycle by using workforce. Early adopters are already the co-authoring capabilities in Office 2010. experiencing improved productivity and ―We expect to save two or three days—or increased responsiveness to client requests. 15 to 20 percent—on average in the RFI response development process. And just as Resolves Client Problems Faster importantly, we can reduce minor mistakes Consultants are benefiting by using the because we no longer have to copy embedded social-networking capabilities comments and changes from multiple through the Outlook Social Connector. documents,‖ says den Houter. This ―Getronics consultants are able to improve reduction in the sales cycle will help the time it takes to find a knowledge expert Getronics be more responsive to client RFIs. to assist with a client issue by 50 percent,‖ Getronics will be able to complete more says Reeuwijk. Previously, consultants proposals in a shorter period and will would have to call or send an e-mail support revenue growth. message to everyone on their contact list just to find the right resource. ―We expect Improves Employee Satisfaction the time savings to increase as employees Through the new social-networking use the Outlook Social Connector as a features in Office 2010, Getronics expects networking tool. Employees can build a to increase overall employee satisfaction by network of experts quickly, and then building better relationships between connect with them at the click of the coworkers. With access to more mouse,‖ den Haan says. professional and social information about each employee, interaction among peers Getronics uses Office 2010 to resolve client will increase, no matter where they are problems faster as it continues to deploy physically located. consultants to new clients and existing clients around the world. ―Our clients rely With the upgrade to Office 2010 and on us to keep their ICT solutions up and SharePoint Server 2010, KPN and its
  6. 6. For More Information subsidiary, Getronics, expects to support Microsoft Office 2010For more information about Microsoft their New Way of Working initiative by Microsoft Office 2010 gives your peopleproducts and services, call the Microsoft building upon its collaborative enterprise powerful, timesaving tools to do their bestSales Information Center at (800) 426- and helping employees to work together to work from more places. With new9400. In Canada, call the Microsoft better respond to client needs. capabilities and insightful updates to Excel,Canada Information Centre at (877) 568- PowerPoint, Word, and Outlook, Office2495. Customers in the United States and 2010 offers the complete package—withCanada who are deaf or hard-of-hearing familiar, intuitive tools. Now you cancan reach Microsoft text telephone express ideas, solve problems, connect with(TTY/TDD) services at (800) 892-5234. people, and create amazing results—in theOutside the 50 United States and office, at home, or on the go.Canada, please contact your localMicrosoft subsidiary. To access For more information about Microsoftinformation using the World Wide Web, Office, go to:go to: more information about KPN andGetronics products and services visit theWeb site or Software and Services  Microsoft Office 2010 − Microsoft Outlook 2010 − Microsoft Word 2010  Microsoft Server Product Portfolio − Microsoft Office Communications Server 2007 R2 − Microsoft SharePoint Server 2010 − Microsoft SharePoint Workspace 2010 .This case study is for informational purposes only.MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY.Document published May 2010