Salesforce1 World Tour London: Chatter & Communities


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Customer companies are growing their businesses faster by using social and mobile technologies to transform how they collaborate with their customers, partners, and employees. Join us to hear how successful companies are using Chatter and Communities for sales, service, marketing, and more to accelerate productivity, drive product innovation, and increase customer engagement from any device

Published in: Business

Salesforce1 World Tour London: Chatter & Communities

  1. 1. Connected Communities: Drive Business at the Speed of Social
  2. 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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Today’s Speakers Lisa Hammitt Salesforce Communities VP Marketing Paul Risk Chief of Global Applications The Warranty Group Nicola Band Community Manager British Sky Broadcasting
  4. 4. Third Wave of Computing: “Internet of Things” LAN/WAN Client Server Millions SNA Mainframe Terminal Thousands LTE Cloud Social . Mobile . Cloud . Connected 50 Billion Connected “Things”
  5. 5. Behind every is a customer.thing device lead opportunity app post sales meeting chat quote community
  6. 6. 6
  7. 7. Become a Customer Company: Connect to the Internet of Customers Connected Employees Connected Partners Connected Products Connected Apps Connected Customers Social Mobile Cloud
  8. 8. Salesforce1: A Customer Platform & App Built For Everyone
  9. 9. Business Success Rests Upon a Complex Ecosystem Customer Services Partner Reseller Employee Prospect Dealer Supply Chain Partner Vendor Reseller
  10. 10. What if you could re-imagine every touch point, connecting your business data to members outside of the enterprise ?
  11. 11. for Sales for Marketingfor Service for Any Experience Joint marketing and selling Partner recruitment and education Deal management Customer self-service Collaborative case resolution White-glove premium communities Campaign management and alignment Centralized agency management Prospect engagement Products treated as community members Product co-creation with customers Intranet replacement with social experience communities
  12. 12. Community 1: Self-Service Community Community 2: Partner Community Communit y 3: Company Communit y Communit y n: Any Communit y Business Data Cases Embed Data in Any Community To Drive Productivity Service Community Partner Community Employee Community Any Community Salesforce1 Platform
  13. 13. Why Salesforce Communities… 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.
  14. 14. Why Salesforce Communities… “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”
  15. 15. From Adoption to Addiction…
  16. 16. 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
  17. 17. What do Sky people use Chatter for? 20% 10% 24% 24% 16% 6% Customer Product Comms Team Content Social
  18. 18. Usage by Community Contact Centres and Our Strategic Partners •  Customer Operations are our biggest user base (14,000 people) •  For our Strategic Partners, Chatter is the only way for them to communicate across all locations •  Nominated experts and moderators on all sites and clear group structure Home Service & Supply •  Our field based engineers are quickly becoming our most active user group •  Access via iPad application only •  The first time engineers have been able to communicate directly with the customer operation, working together as one team. Corporate Users •  The steady growth in usage in this community has been driven primarily by the integration with today@sky •  Technology and Sky Business, have adopted the tool widely, using it to drive regional sales performance and aid communication in large scale programmes.
  19. 19. The Group Anatomy Team Groups Departmen t Groups Product Groups Content Groups Knowledge Groups Noticeboar d 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.
  20. 20. Going Mobile: Communities 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.
  21. 21. Communities@Sky Expanding our Chatter network bringing in our key suppliers – UTL. Allowing us to create our own mini communities with in our Chatter organisation. It’s all about getting quick answers to simple questions, answers that we didn’t have access to before.
  22. 22. Communities@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.
  23. 23. Communities@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.
  24. 24. 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
  25. 25. The Benefits of Communities 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.
  26. 26. 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.
  27. 27. Japan Malaysia Mexico New Zealand Peru Poland Portugal Romania Slovakia South Korea Spain Sweden Switzerland The Netherlands United Kingdom United States ©2014 The Warranty Group, Inc. | A leader in service contract underwriting and administration. Japan Latvia Mexico NewZealand Norway Peru Poland Portugal Romania Slovakia SouthAfrica SouthKorea Spain Sweden Switzerland TheNetherlands Turkey UnitedKingdom UnitedStates Argentina Australia Austria Belgium Brazil Canada China Colombia CzechRepublic Denmark Estonia Finland France Germany Greece Hungary India Ireland Italy Countries active Global strength   $4.9 billion in assets   100+millionin-force agreements   10+ billion in claims paid   1800employees   Localmarketexecution   Extensiveregulatoryexperience   Customercareandclaimsadmin.   Underwriting&development The Warranty Group
  28. 28. Current Situation •  GOAL: Ultimately, we will want a single admin system, capable of handling any type of warranty product TWG sells, be it Auto, A&T, Specialty Services, Reinsurance, etc. •  Today, administrative functions distributed among many systems globally •  No economy of scale •  High support costs in some countries, such as US –  IT development staff –  Hardware infrastructure –  Licensing costs for the hardware and support software •  Each system has been mostly designed in a vacuum to support a specific client(s) or country •  Data is distributed across multiple systems –  No easy or cost-effective way to consolidate or report on the data •  Historical tendency to build IT systems rather than buy packaged solutions or platforms –  Most “innovative” ideas come from our clients, who got them from our competitors –  High entry cost for cutting edge tools, such as mobile, tablet, social
  29. 29. Steps to the Cloud - How did we get there? •  6 month self-contained projects •  Value delivered at each project •  Fixed, predictable cost and ROI for each project •  Can be run in parallel •  Investment capitalized every 6 months •  Business focused approach •  Made IT taste & feel the business •  Key to success: integration
  30. 30. Bleeding Edge Primitive Average Leading Edge Laggard Jan 2013 Where we need to be Our Competitors Jan 2014 June 2014 Jan 2015 June 2015 Jan 2016 June 2016 Technological Positioning 30 Key Takeaway: Stick to core competency – let SFDC innovate.
  31. 31. From Legacy to Cloud 31 CPQ Rates & Documents Transactional Accounting & Invoicing P/S Integration Rates CPQ Finances Claims/ Fulfillment ContractsOrders Key Takeaway: Reduced total # of vendors from 30 to 6
  32. 32. Our User Based Future
  33. 33. Communities for Service“How many times can you say that you saved over $5M and increased sales by more than 25%.” – Paul Risk, Chief of Global Applications & Architecture, Warranty Group Worldwide Partner Community: Connecting thousands of dealers But it’s MORE than service: •  Channel engagement •  A rewards system •  Pipeline visibility •  Segue to customer engagement •  Executive monitoring
  34. 34. Transformation in a Year – Inside Out – The Entire Team •  Day 1: “You’re crazy!” •  Day 45: SFDC demo •  Day 90: Deloitte analysis •  Day 150: GLOW (Global Warranty) project kicks off •  Day 180: VIP, FileTracker, Nissan projects kick off •  Day 240: VIP launches •  Day 270: FileTracker, Nissan Launch •  Day 280: GLOW Argentina kicks off •  Day 310: GLOW Phase 2: projects 2, 3 & 4 kick off •  Day 335: CEO declares “We are ‘All in’ on SFDC” •  Day 365: GLOW launches
  35. 35. Changing IT Mentality to Focus on Users =
  36. 36. Distributed IT Creating the Future Organization Grand Poobah Head Honcho Lifer Overseer Big Cheese Chief Slavedriver Pessimist Skeptic Non-believer Dinosaur Fan of paper Clueless Peon Doubter Heretic Downer Likes Oracle Cynic Visionary Inventor Analyst Admin Guru Guiding Light Master Sage Architect
  37. 37. HR Transformation – All In
  38. 38. Burn the Ships – No Going Back
  39. 39. Business Impact •  Product Launch time: reduced from 45 to 5 days •  Sales increased by 25% •  Enables B to C •  New sales channels •  Minimal cost and time to add new customers •  Cost (implementation, licensing, etc.) ~$3 million •  Big win: IT net savings alone = $4.1 million annually •  Bigger win: Net savings in business - can eliminate an entire call center facility = $2 million annually •  Next big win: More net savings in business - can eliminate an entire department = $1.5 million annually