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Tearing Down Silos with Collaboration Tools


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Tearing Down Silos with Collaboration Tools Krissy Espindola, T-Mobile Director KM & Social Customer Support, and Christopher Morace, Jive Software Chief Strategy Officer, team up to present at the Seattle Evanta CIO Summit.

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Tearing Down Silos with Collaboration Tools

  1. 1. COME TOGETHER --Tearing down silos withcollaboration toolsChristopher MoraceChief Strategy Officer, Jive
  2. 2. 2 © Jive confidentialOur customers are +800 brands you knowTELECOMTECHNOLOGY FINANCIAL HEALTHCARE RETAIL OTHER
  3. 3. 3 © Jive confidentialRecognized by the leading analyst firmsForrester Wavefor EnterpriseSocial PlatformsAugust 2011Gartner MagicQuadrant forSocialSoftware inthe WorkplaceSeptember 2012Gartner MagicQuadrant forSocial CRMSeptember 2012Forrester Wavefor CommunityPlatformsOctober 2010
  4. 4. 4 © Jive confidentialWHAT’S GOING ON?!
  5. 5. 5 © Jive confidentialThe productivity treadmill
  6. 6. PROCESS
  9. 9. 9 © Jive confidentialspent writing emails andsearching for information28 hourseach week
  10. 10. 10 © Jive confidentialIS THERE A BETTER WAY?
  11. 11. 11 © Jive confidential 11© Jive confidentialTechnology to the Rescue?“The Nexus of Forces is theconvergence and mutualreinforcement of social,mobility, cloud andinformation patterns thatdrive new businessscenarios.”“The Nexus of Forces: Social, Mobile, Cloud and Information”Gartner, June 14, 2012?
  12. 12. 12 © Jive confidential80% of Social Efforts Are Failing“Predicts 2013: Social and Collaboration Go Deeper and Wider”Gartner, November 28, 2012
  13. 13. 13 © Jive confidentialYOU CAN’TSTART HERE.
  14. 14. 14 © Jive confidential“51% feel more connectedto their organization’smission and goals”“50% can locate relevantinformation and peoplefaster.”“76% have more visibility into work happening in otherdepartments or locations.”“79% are exposed to morenew ideas and innovationsin their organization.”SOFTVALUE
  15. 15. IF YOU WANT THIS
  16. 16. START HERE
  17. 17. 17© Jive confidentialFIND FOUNDATIONAL PILLARS13%revenue improvementper sales repThe Value Of ChangingThe Way Sales Is EnabledJive Customer ResultsIncrease in Deal SizeGrow size of deals substantially using Jive by aligningthe right team and following a sales process.•  86% of users said Jive helped them improve internalcommunications•  71% stated that Jive helped improve pitch/proposal quality.23%Reduction in On BoardingTrain and on board new reps faster on Jive, reducingcosts and enabling you to capture sales faster.•  82% found Jive valuable at discovering best practices.•  65% found it valuable at building a network.Reduction of Sales Support NeedsReduce sales support needs via better self-help fromreuse of existing knowledge and easier access totools and resources.•  88% said Jive was valuable for accessing knowledge andinformationOverall Revenue Improvement of 8% to 13% per repIn AdditionReduce salesperson turnover by improving performance, lowering frustrations,and creating better connectedness between employees.5%14%SOURCE: Jive customer survey · Nov. 2012 · Completed by a Top 3 consulting firm.EXAMPLE: Sales Enablement
  18. 18. 18 © Jive confidentialTHE RECIPE FOR SUCCESS
  19. 19. 19 © Jive confidential 19#1START IN THERIGHT PLACE.
  20. 20. 20 © Jive confidential. . . 32 proven ways to get started
  21. 21. 21 © Jive confidential 21#2PICK THE RIGHTPLATFORM.
  22. 22. q  Purpose Built for Your Use Caseq  Ease of Integration into Your Systemsq  Usability by Your Workersq  Analytics Showing Real Valueq  Enterprise Readiness(Scale, Security, Compliance, Localization)q  Industry Proven Leadershipq  Referenceable Customers You’ve Heard Ofq  Roadmap (Vision not Feature Backlog)Things to Consider
  23. 23. 23 © Jive confidential 23#3BUILD ABUSINESS CASE.
  24. 24. 24 © Jive confidential 24© Jive confidentialIncrease  in  revenueAdditional  revenue  from  new  employees  being  onboarded  fasterPrevious  onboarding  time  (days) 90*  Reduction  in  onboarding  time 7%Additional  days  of  productivity 6÷  360  days  in  a  year 2%x  Annual  quota $2,000,000Quota  achievement  for  days  saved $33,350x  Number  of  new  reps  +  those  who  didnt  leave  from  previous  year 11 From  aboveIncreased  revenue  from  faster  onboarding $366,850Additional  revenue  from  improved  salesCurrent  revenue $100,000,000x  Improvement  in  revenue 2%Increased  revenue  from  improved  sales  effectiveness $1,560,000Total  revenue  increase $1,926,8501.9%  (of  revenue)OutputsReduction  in  expenseSavings  from  lowered  sales  supportNumber  of  sales  people 50 From  customer  inputx  Ratio  of  sales  support  to  sales  people 0.20Number  of  sales  support  people 10x  Reduction  in  sales  support  need 4% From  surveyed  impactsNumber  of  fewer  sales  support  needed 0.41x  Cost/sales  support  FTE 100,000 From  benchmarkSavings  from  sales  support $40,600Reduction  in  onboarding  from  lower  turnoverPrevious  turnover  rate 20% From  benchmarksx  Reduction  in  turnover  rate  (%) 0% From  surveyed  impactsReduction  in  turnover  rate 0% From  surveyed  impactsx  Number  of  reps  (employees) 50 From  customer  inputsReduction  in  #  of  new  reps/yr. 0 Number  of  employees  *  (Previous  turnover  rate  -­‐  New  turnover  rate)x  Old  onboarding  cost/rep $37,500 All  in  cost/FTE  (from  benchmarks)  /  onboarding  time  (from  benchmarks)Savings  from  reduction  in  turnover  rate $0Reduction  in  onboarding  costs  from  shorter  onboardingOld  onboarding  cost/rep $37,500 From  benchmarks  (as  above)x  Reduction  in  onboarding  time 7% From  surveyed  impactsReduction  in  onboarding  cost $2,501 Old  onboarding  cost/rep  *  reduction  in  onboarding  timeNumber  of  current  reps 50x  (1  +  Expected  annual  growth  rate) 10%Number  of  reps  at  end  of  year 55x  New  turnover  rate 20% From  aboveNumber  of  new  reps  onboarded 11x  Reduction  in  onboarding  cost $2,501 From  aboveSavings  from  reduction  in  onboarding  time $27,514Total  cost  savings $68,1140.1%  (of  revenue)Sales  enablement  impactInputs  Customer  inputs: From  customerTotal  revenue 100,000,000Quota 2,000,000Number  of  sales  people 50Expected  team  growth  (annual) 10%From  benchmarks  (can  be  adjusted  based  on  customer  input) : Source/noteSales  support  FTE  cost $100,000  McKinsey  expert#  sales  support/sales  person 0.20 Highest  in  complex  solutions  (high  tech  sales  engineers,  sales  specialists,  etc.)Sales  person  onboarding  time  to  full  productivitity  (days) 90 McKinsey  expertCost/sales  person/year $150,000  Including  commissionsSales  person  turnover 20% McKinsey  expert;  where  there  is  high  growth,  higher  turnoverSurveyed  Impacts  (from  survey): Best  in-­‐class %  of  users  who  reported  benefit Effective  rateReduction  in  sales  support  time/expense 14% 29% 4%Reduction  in  sales  person  onboarding  time 23% 29% 7%Reduction  in  sales  person  turnover  rate 12% 0 0%Increase  in  sales  effectiveness  (sales/yr.) 13% 12% 2%Return  to  navigation•  Key Assumptions•  Proven Benchmarks•  Tailored to your Business•  Projected Expectations
  25. 25. 25 © Jive confidential 25#3UNDERSTAND THEFROM > TO.
  26. 26. Where you are todayLead salesrepsOther salesrepsCoachLead qualification Opportunity development Pitch, negotiate, close deal Capturing learningsCoaching anddevelopmentUnderstandindustry and pastcustomerinteractionsProvide inputfrom similarexperiencesProvide on-going coaching andsupportPreparesolution andquoteContentmanagerMatchesopportunity topast caseexamplesUpdate dealinfo andlearningsDevelop product/industry infoRevise pitchinfo based onexperiencesDevelop pitchbooks26
  27. 27. The pain in your current processLead salesrepsOther salesrepsCoachLead qualification Opportunity development Pitch, negotiate, close deal Capturing learningsCoaching anddevelopmentUnderstandindustry and pastcustomerinteractionsProvide inputfrom similarexperiencesProvide on-going coaching andsupportPreparesolution andquoteContentmanagerMatchesopportunity topast caseexamplesUpdate dealinfo andlearningsDevelop product/industry infoRevise pitchinfo based onexperiencesDevelop pitchbooks27Salesenablementdocs/tools hardto find /prioritizeDifficult to discussopportunities and ideasacross physicalboundariesCoordinating onsolution pitch,approvals,negotiations canbe slowHard/slow to developacross silos withmarketing and productDifficult / time consuming tocapture learning to updatedocumentation, customerprofile, etc.Hard/slow todevelop acrosssilos with sales opsNo strong feedback loop onsales enablementdocuments / infoCase history notup to date, andlots of color notavailable in CRMtool
  28. 28. 28 © Jive confidentialAddressing the painAfterBeforePain point▪  Sales enablement content is developed collaborativelyonline much faster with more cross-organizational input▪  Developers of content can see in-line feedback as well asratings/popularity to revise/improve docs▪  Sales enablement content and tools frommarketing and sales are developed in silosand emailed around for input and approvals▪  Difficult to get formal and informal feedbackon contentDevelopingsales/ marketingcontent acrosssilos▪  Sales and marketing collateral is in Jive in an open forumwhere it is constantly revised and commented on▪  Ratings systems ensure that the best content rises to thetop, and that people get credit for their contributions,increasing participation▪  Sales collateral, reference material, etc. arestored in emails or on intranets that arehard to search and know what is mostrelevantFinding salesenablement docs▪  Proposals are developed online, supporting real-timecollaboration with sales engineers, experts, managementand others▪  Ensures that proposals reflect the most recent companytemplates, knowledge, and approach to be the mosteffective.▪  Proposals are developed in silos andemailed around for input and approvals▪  Best experts/input difficult to find andcoordinate withProposalsdeveloped insilos, hard toalign bestpeople/info▪  Conversations around leads are captured to create richcustomer history, from lead to pitch to outcome▪  Traditional CRM tools capture limitedinformation and sales people tend not tokeep updated▪  Results from pitch and negotiationoftentimes lostLead info limited/not updated
  29. 29. 29 © Jive confidential 29#4THINK ABOUTINTEGRATION.
  30. 30. 30 © Jive confidentialGo to Where Your Users Are Today•  SharePoint•  Office, Office 365•  Outlook•  Lync/OCS
  31. 31. 31 © Jive confidentialAgility for Where They’ll be TomorrowOpenSocialOpenGraph
  32. 32. 32 © Jive confidential 32#5MEASUREYOUR SUCCESS.
  33. 33. deal cycletimewin rateon-boardingtimesalesincreasecostsales supportneed30% 33%50% 29%€4-8m€1.5mImproved sales efficiency andeffectivenessSelling costs reduced by €1.5mLeading to a net benefit of ~€10“By every measure, we’ve become a muchmore effective organization. It’s a realtransformation, and we couldn’t have done itwithout Jive.”Nicolas Jean-Jarry, Sales DirectorReport & Communicate Real Value
  34. 34. Tearing Down Silos withCollaboration ToolsKrissy Espindola, T-MobileDirector KM & Social Customer Support
  35. 35. 36 © Jive confidential36
  36. 36. 37 © Jive confidential37TrainingPolicy & ProcedureCommunicationsOver 20 sites
  37. 37. 38 © Jive confidentialA vision of simplicity andsharing informationbetween our employeesand customersIdea38
  38. 38. 39 © Jive confidential39Cloud content managementthat incorporates thecollaborative aspects ofsocial business softwareSolution
  39. 39. 40 © Jive confidentialFreedom in the cloud40Scalable$ Lower overhead costsContractually guaranteed service
  40. 40. 41 © Jive confidentialAdvantages of a social solution41Enables feedback loop2 Makes sharing best practices quick and easy3 Allows cross-team content collaboration and creation1
  41. 41. 42 © Jive confidentialEnabling Feedback42155,803 tickets in 2010*Voice tickets Discussions & commentsNo visibility in what happens aftersubmitting tickets86,559 total in 2012Available for submitters, theirpeers and cross-functionalteams to monitor & review* For only one line of businessAverage response time:19 daysAverage response time:72 hours
  42. 42. 43 © Jive confidentialMaking best practices easy to share43
  43. 43. 44 © Jive confidentialMaking best practices easy to share44CommentsOver 51K in 2012
  44. 44. 45 © Jive confidentialMaking best practices easy to share45DiscussionOver 50% ofquestions answeredby peers
  45. 45. 46 © Jive confidentialMaking best practices easy to share46Ideas43 projects launched26 in the works
  46. 46. 47 © Jive confidentialCross-team collaboration & contentcreation47Reduced FTE by 67%Saved $8M over 3 yearsReal-time content creationResolving cross channel gaps
  47. 47. 48 © Jive confidential48
  48. 48. 49 © Jive confidential49
  49. 49. 50 © Jive confidential50edits425comments179contributors26March 24Un-carrier Launch WeekApril 12iPhone Launch Weekend+
  50. 50. 51 © Jive confidential51?