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Daniele Voltini – CEO AvanziAvanzi 3D
Gruppo Leader                             nel Retail                             specializzato                            ...
Avanzi in Italia                  La nostra Storia                    I nostri Valori                                     ...
Il contesto                               HPO                                         12-24 months                        ...
Le linee guida     Capitale intellettuale          Centralità dello store e     Multicanalità e strategia    distribuito e...
Gli obiettivi                   Vogliamo che Avanzi diventi una azienda in cui:                             I clienti vivo...
Le sfide da superare                               Rafforzare la cultura di Avanzi             1                 Comunicaz...
La progettazione partecipativa della    soluzione        Management               Collaboratori                 CEO       ...
La prima soluzione realizzata (video 3D)9      © 2012 IBM Corporation
La comunità e i risultati                                 Campagna vendita in corso                                 messa ...
Il portale e i risultati                                KPI                                • Sistema di indicatori        ...
Alcuni indicatori – da zero, in 5 mesi                                      Statistiche area                              ...
Collaborare senza limiti (spazio, tempo)13       © 2012 IBM Corporation
Esempio di social customer journey (WIP)     The Smart concept        Comunità                   Socialnetwork            ...
Grazie15     © 2012 IBM Corporation
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Ibm voltini avanzi

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Ibm voltini avanzi

  1. 1. Daniele Voltini – CEO AvanziAvanzi 3D
  2. 2. Gruppo Leader nel Retail specializzato dell’ottica2 © 2012 IBM Corporation
  3. 3. Avanzi in Italia La nostra Storia I nostri Valori caratteristica comportamenti Business focus Attitudine3 © 2012 IBM Corporation
  4. 4. Il contesto HPO 12-24 months Avanzi 2.0 Collaboration/social to reach expected goals leveraging people and knowhow sharing 3-6 months E- 2.0 adoption strategy to manage changes and short term criticalities4 © 2012 IBM Corporation
  5. 5. Le linee guida Capitale intellettuale Centralità dello store e Multicanalità e strategia distribuito e necessità di interazioni con i clienti a digitale SoLoMo comunicazioni circolari livello locale sfruttando i coinvolgendo i clienti diversi canali5 © 2012 IBM Corporation
  6. 6. Gli obiettivi Vogliamo che Avanzi diventi una azienda in cui: I clienti vivono una esperienza unica che li accompagna attraverso i diversi Clienti canali Le persone ricevono sostegno nel raggiungere gli obiettivi Alle persone arrivano informazioni mirate, chiare e tempestive Processi Le funzioni centrali supportano e facilitano loperatività degli store Anche i nuovi arrivati sanno con chi parlare di cosa e conoscono procedure e prassi Tutti possono contribuire a migliorare il know-how aziendale Comportamenti Le conoscenze sono diffuse e condivise Le persone sono in relazione tra loro a prescindere dalla distanza fisica Relazioni Tutti sanno che il loro contributo è visibile e riconosciuto6 © 2012 IBM Corporation
  7. 7. Le sfide da superare Rafforzare la cultura di Avanzi 1 Comunicazione interna e socialbusiness Focalizzare l’attenzione sul business 2 KPI, Sales 2.0, Supporto agli store Mantenere elevate competenze 3 Training online, prodotto7 © 2012 IBM Corporation
  8. 8. La progettazione partecipativa della soluzione Management Collaboratori CEO Consulenza IT IBM Portal & Connections solution design + +8 © 2012 IBM Corporation
  9. 9. La prima soluzione realizzata (video 3D)9 © 2012 IBM Corporation
  10. 10. La comunità e i risultati Campagna vendita in corso messa a punto con la comunità • Fornendo i contributi, • anticipando i problemi • aumentando l’adesione degli addetti alla vendita Logistica di prodotto gestione attraverso la comunità • consegna • rilevazione problemi • aggiustamenti10 © 2012 IBM Corporation
  11. 11. Il portale e i risultati KPI • Sistema di indicatori individuali in tempo reale Store e non solo • Ubiquità e disponibilità quando serve/posso11 © 2012 IBM Corporation
  12. 12. Alcuni indicatori – da zero, in 5 mesi Statistiche area collaborazione 04 nov 11 11 gen 12 13 feb 12 26 apr 12 persone collegate nellultima settimana 117 199 318 359 persone collegate nellultimo mese 193 334 485 487 comunità pubbliche 4 14 12 23 comunità con limitazioni 55 66 72 86 file caricati 69 526 589 1.004 download di file 871 7.661 11.079 17.719 argomenti nei forum 32 203 244 325 pubblicazioni nei forum 115 951 1162 167712 © 2012 IBM Corporation
  13. 13. Collaborare senza limiti (spazio, tempo)13 © 2012 IBM Corporation
  14. 14. Esempio di social customer journey (WIP) The Smart concept Comunità Socialnetwork Socialnetwork App Cliente FB+Unità di crisi Store manager Cliente go to store relazione go to store ok ko Conferma Store Pagamento e ritiro in store Pagamento online e ritiro in store Pagamento online e consegna14 © 2012 IBM Corporation
  15. 15. Grazie15 © 2012 IBM Corporation

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