We are CORPORATE INTRANET 2a world leadingEFM player» Founded and headquartered in » Our 21 000 users complete 120 Million Oslo, Norway – QuestBack now surveys per year with approximately employs more than 320 employees in 1 Billion survey pages 19 countries. » Very strong EFM and Social CRM» We deliver software (SaaS) and offering, in both high-end and mid- necessary deployment services range of the market, covering any» QuestBack Group is the largest serious EFM initiatives feedback management vendor in » Generic offering but with industry and Europe function specific solutions approach» Recognized as a global top 5 player in our industry» Our solutions are deployed across 5 000 organizations in 50 countries across 20 languages and cultures» We have 400 communities with 18 million members
How do we improve collaboration andcommunication in QuestBack? CORPORATE INTRANET 3 » Challenge As a result of multiple acquisitons, QuestBack currently operates four different Intranets with a wide range of challenges: » Documents are spread on emails, file servers and intranets » No complete People directory in the company » Few updates from management » Outdated and “detached” information » Employees finds it hard to contribute to the content » “Yet another system” where you need to log in and pay attention » Too few fun and simple “wow factors” » «Zero budget» project
How do we improve collaboration andcommunication in QuestBack? CORPORATE INTRANET 4 » Salesforce vs intranet gaps Salesforce has a lot of great social collaboration functionality, but there are certain gaps between this functionality and a more traditional «intranet functionality». Most important are: » No front page – Chatter is all about feeds and push notifications. We have the need to have an intranet front page, where editors can sort and select top news and articles and where we can have links to important functionality (both within Salesforce and external systems) in addition to be able to show important metrics (e.g. dashboard components for total sales etc.) » Lack of news and article functionality - While Chatter is all about posting status updates, questions and attachments, we needed a place to post more traditional, longer texts, e.g. management news and updates that could contain pictures, links and other elements within the same article. » Lack of placeholders for static content – Our company have a wide variety of static content, e.g. routines for bug handling, travel expense guidelines, HR policies etc. We needed functionality to store this (not as documents and attachments), but rather static HTML pages (“Articles”) in a tree structure based on departments (e.g. Sales, Admin, F&A etc.) » Missing blog functionality – Related to the above, we want to empower employees and departments to produce more extensive content than Chatter updates allow.
How do we improve collaboration andcommunication in QuestBack? CORPORATE INTRANET 5 » Guiding Principles » Native Salesforce The Intranet should be built on native Salesforce technology without the need for third party systems or licenses. Standard functionality should be used as far as it is possible. Custom objects and Visual force pages should be the backbone of the design. Exception made for rich text editor (FCKEditor) » Less is more! Lessions from the assessment of existing content in the old intranets indicates that ~80% of the content is outdated. In order to avoid this, all content now have a validity of 6 months before it gets archived unless the content is updated/verified by a Content Owner. » Relevance, relevance, relevance! All content (Aricles and news) is tagged with meta data to identify relevance based on Position and where the users geographic office location. This information is used to make all sections of the intranet relevant; Front page news, menu selections etc. In addition, Chatter groups are used to communicate with employees in similar positions globally.
How do we improve collaboration andcommunication in QuestBack? CORPORATE INTRANET 6 Integrated part » Solution with Salesforce.com Customized of Salesforce news based on with well-known your role in interface Salesforce Chatter feeds Leverage from relevant information objects already in Salesforce – External feeds important KPIs into Salesforce for information enrichment
How do we improve collaboration andcommunication in QuestBack? » Solution with Salesforce.com CORPORATE INTRANET 7 Research & Development Sales Customer Service How to register a bug? Sales in QuestBack Norway Customer service guide lines Vacation plans 2012 Big Achievers Article xxx SCRUM Introduction Sales Methodology Article yyy R&D Principles How to close a deal Article zzz R&D External links Article xxx Article yyy Human Resources Administration Marketing Sickleave guidelines Travel refund guidelines Marketing 101 How to motivate Hotel bookings Employees in the Marketing department Article xxx Flight bookings Visual Guidelines Article yyy Meeting room booking Website guidelines Article zzz Article xxx Intranet information Article yyy Article xxx Article zzz Article zzz Article yyy External Links QuestBack EasyResearch QB Admin Salesforce Billing Visma
How do we improve collaboration andcommunication in QuestBack? CORPORATE INTRANET 8 » Challenge As a result of multiple mergers, QuestBack currently operates four different Intranets with a wide range of challenges: » Documents are spread on emails, file servers and intranets » Documents are now added and maintained in country specific libraries with extensive meta data for easy filtering. File servers are shut down. » No complete People directory in the company » All employees now have a Salesforce license, complete people directory » Few updates from management » Management can now do regular Chatter posts or longer blog posts when needed » Outdated and “detached” information » 6 months validity of any content, information now seen in the context of CRM (Customers, Opportunities, Content, Campaigns etc.) » Employees finds it hard to contribute to the content » Barriers lowered with Chatter groups and status updates » “Yet another system” where you need to log in and pay attention » Four separate systems are removed, only need to log into Salesforce » Too few fun and simple “wow factors” » People Directory, CRM Content, Chatter groups and live dashboards are perceived as «wow factors» » «Zero budget» project » Salesforce development investment ~70% cheaper than alternatives (EPIServer, Sharepoint etc)
How do we improve collaboration andcommunication in QuestBack? CORPORATE INTRANET 9 » Challenges We still see some challenges with implementing a full-scale intranet and collaboration platform on Salesforce.com: » Lack of Chatter support for Partner Portal users We have a large number of Partner Portal users (franchisees) that needs to be part of our socail collaboration. As the Partner Portal is not Chatter enabled, we need to provide two licenses for our Partners and they need to log out, log in and move back and forth. » Lack of custom fields on Chatter profile As we want to build a rich and searchable people directory, we would like to be able to add custom fields (e.g. skype name, certifications etc) to peoples chatter profiles. » Need richer functionality in Chatter Groups There is a huge potential for developing functionality in the Chatter groups further. Examples are project management functionality (Gantt diagrams, tasks, events etc.), functionality for longe/richer texts (i.e. blog posts) » Salesforce Documents as container for images is not an ideal solution We currently use Documents to store images for the editor. The interface and structure of this section is pretty «old fashioned» and makes maintaining images for the News/Articles sub-otpimal.