The document discusses a case study on implementing enterprise collaboration at Verizon, focusing on the use of Salesforce.com to enhance internal communication and collaboration. Key results included a significant increase in internal group formation and engagement, along with high rates of mobile app adoption. The presentation emphasizes the importance of leadership involvement, user-friendly access, and integrating existing applications for successful implementation.

1. SocialMedia.org
Video Case Studies
Laurie Shook
Working Together Better: Case Study on
Implementing Enterprise Collaboration
This video is from
BlogWell
San Francisco
June 20, 2011
socialmedia.org/blogwell
SocialMedia.org
Case Studies
This presentation is from
BlogWell
New York
April 17, 2013
socialmedia.org/blogwell

2. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 1
PTE15561 03/13
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Working Together Better
Case Study on Implementing Enterprise Collaboration
Laurie Shook
Verizon Enterprise
April 17, 2013

3. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2
The Challenge for Large Organizations:
“Two-thirds of [social media’s] potential value lies in improving
collaboration and communication within and across enterprises”
--McKinsey Global Institute

4. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3
Internal Collaboration Platform: Expected Benefits & Uses
• Who to go to about what?
• Ask the community
– Can I sell…..?
– When will X be available?
– Reference customer for X product?
• Celebrate successes
• Customer & project collaboration
• Team sites
• Q&A on all hands meetings
• Live conference updates
• Executive customer visit notes

5. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4
Strategy & Timeline
Implementing
Salesforce.com
(SFDC) CRM
application across
Verizon Enterprise
Solutions sales
force.
Leverage
Salesforce.COM
Chatter to enable
collaboration within
CRM & across
broader
organization
Aggressive 90 day
launch window
Oct. Evangelists;
Nov. Managers;
Jan. Remainder of
Verizon Enterprise
Solutions

6. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5
Launching the Chatter Application
• Launched prior to SFDC
• Established initial adopter groups
• Used to communicate with sales Hero
Community
• Used to track issues during testing
• Created Training video that was a
required course for sales organization
• Developed “chattiquette”
• Executive encouragement
• Weekly Chatter Champion

7. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6
Observations
• Mobile accessibility is critical
• Sales force equipped with
new iPads concurrent with
launch
• App downloads “reminded”
everyone else to do it
• Desktop client also critical for
ongoing use
• Challenge sustaining
executive participation at high
engagement level
Meet your new best friends: @ and #

8. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7
Results: Groups
High % Private Groups
Public
Private
50
938
0
100
200
300
400
500
600
700
800
900
1000
Previous Post-Chatter
Example: Product
Group Membership
Growth (UCCaaS Team)
More than 3700+
Internal Groups
Formed

9. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8
Internal Group Diversity
• General Education
– Alternative to internal employee
email communication, newsletters
• Customer opportunity
– Can serve as meeting substitute
• Product
– Community Q&A
• Departmental
– Document sharing
• Occasion specific
– Tradeshows, collaboration
• System help groups
– Hash tags #HELP

10. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9
0
20000
40000
60000
80000
May
Jun
July
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Measuring Success: Regular Users and Content Creation
0
20
40
60
80
May
June
July
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
% Regular Users
Content Creation
Reached peak at
62% regular users
(defined as 13 daily log ins a month)
Achieved goal:
40k monthly
contributions
(comments and posts)

11. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10
Key Takeaways
Link to Existing
Applications
Leadership
Involvement
Simple &
Intuitive
Mobile
Access

12. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11
Laurie Shook
@LaurieShook
Laurie.Shook@Verizon.com

13. Learn more about past and
upcoming BlogWells
socialmedia.org/blogwell
This video is from
BlogWell
San Francisco
June 20, 2011
socialmedia.org/blogwell
SocialMedia.org
Case Studies
This presentation is from
BlogWell
New York
April 17, 2013
socialmedia.org/blogwell