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- 1. magnet360.commagnet360.com Community Basics © 2016 Magnet 360 | Confidential and Proprietary Tara.farbent@magnet360.com
- 2. How does a Community help differentiate? • Chatter • White Label Branding of Chatter • Chatter Resources are Scoped by Community • Chatter on Objects is Scoped by Record Security • Analytics, Reports & Dashboards • Global Search • Community Builder for Branded Public & Private Pages • Community Moderation Dashboards • Identity Providers (SSO & Social Sign-on) • Mobile Support • Canvas & REST API for Integration Multi-Community Conversation Sharing ModelBranding Data Sharing ModelChatter
- 3. Communities Community Types • Partner / Channel • Internal & HR Portals • Customer Portals • Support Portals © 2016 Magnet 360 | Confidential and Proprietary
- 4. Communities Community Play Connect with Resellers Distributors and Partners • Register • Training • Co-selling • Support 24/7 • Promotion/Knowledge Sharing • Service updates • Accept leads from marketing • Register deals to avoid channel conflict • Assign account managers • Reports and dashboards to view pipeline © 2016 Magnet 360 | Confidential and Proprietary
- 5. Communities • Quickly Provide information - If information hard to find they will go to competitor Ease of sharing info • Allow quick feedback • Support - resolving issues quickly and less calls needed • Communication internal and external • Competitors are changing quickly – lead the charge don’t follow. • Document Sharing • Share updates • Build customer partner and employee loyalty • Workflow © 2016 Magnet 360 | Confidential and Proprietary Points to Remember:
- 6. Who • COO – Efficiency, knowledge sharing, process improvement, streamline corp communication, cost reduction • CIO/Directors of IT – Help desk, backlog management, • HR Managers- employee onboarding journey, HR, check-ins, learning tools, compliance, consistent communication • CTO – Strategy & innovation, Social, Mobile, Open integrated architecture, rapid deployment • CMO – customer or employee onboarding, customer loyalty, build & maintain client base, Partner outreach • Enterprise Application Manager / Sr Data Manager- App backlog Management, knowledge sharing • Global Strategy Managers- Efficiency of data sharing, Partner engagement © 2016 Magnet 360 | Confidential and Proprietary
- 7. Employee Facing HR Help Desk Client and Internal Marketing Communication Employee Feedback Feed Logistics Application Pest Associate Application Ideation & Engagement Magnet 360 Communities By Use Case Customer Facing Innovation & Ideas New Product Consumer Support Grant & Patient Outreach Ag Finance Member Communication Portal Enterprise Portal Engagement Customer Ideation Partner Facing Contractor Self- Service Supplier Innovation Drive Delivery Application Franchise Management Partner Community Partner Self- service Doctor & Nurse Product Engagement
- 8. Communities Examples of Communities at Magnet 360 © 2016 Magnet 360 | Confidential and Proprietary
- 9. DEVELOP MEANINGFUL TOUCH POINTS WITH EVERY KEY AUDIENCE • Magnet 360 helped Honeywell leverage existing data to drive engagement with its most important audiences through Salesforce. • Magnet 360 created a custom app to help Honeywell ECC manage the Market Development Funds (MDF) of distributors. The app saved the business time and money by eliminating unscalable and inconsistent manual processes. • The Contractor PRO Loyalty application was created for Honeywell ECC’s channel customers. The channel gets rewards for loyalty to Honeywell. The programs adoption increased by over 40%. • The Dealer Portal Subscription created new opportunities and revenue streams for Honeywell by capturing thermostat data and making it actionable for contractors. • Magnet 360 helped Honeywell ECC leverage the the Salesforce Marketing Cloud to establish ongoing relationships with customers for the first time ever. © 2015 Magnet 360 93/21/2017
- 10. CROSS-CLOUD SOLUTION CREATES A SEAMLESS USER EXPERIENCE • HMR Weight Management did not have a technology platform that would allow them to quickly evolve their program and outpace competitors. Their multiple websites did not communicate with each other and they were using paper processes for daily business functions. • Magnet 360 is closely partnering with HMR to implement a foundational platform using Salesforce Community Cloud, Service Cloud, Marketing Cloud, CloudCraze, eCommerce, Orchestra CMS, and custom mobile applications. The solution also incudes two months of Organizational Transformation Services. • Releases 1, 2, and 3 are being delivered concurrently as a single Program to deliver a comprehensive solution that will improve the user experience for employees and customers. Magnet 360 and HMR’s strong partnership will result in a robust solution and seamless user experience. 10© 2016 Magnet 360 | Confidential and Proprietary
- 11. 100+ YEAR OLD COMPANY INTRODUCES CUSTOMER COLLABORATION • Universal Oil Products (UOP, a Honeywell Company) struggled with 1:1 customer engagement beyond their sales teams, and customers struggled to track down key pieces of information related to their business with UOP. • UOP deployed Salesforce Community Cloud to help engage their customers 1:1 and provide proactive updates related to the process units they installed. Salesforce Community Cloud also provided customers with a self service resource for orders, invoices, and products. • Beginning with design and usability research, Magnet 360 deployed the Community in less than six months. © 2015 Magnet 360 11 1:1 Customer Engagement
- 12. PURINA LEVERAGES SALESFORCE TO OPTIMIZE SALES & BRIDGE CUSTOMER OPERATIONS • Purina needed a way to systemize their sales process to help sales representatives close deals faster and allow management to track real-time sales insights and activities. • Magnet 360 partnered with Purina to provide a solution that delivered core CRM functionality and the ability for management and sales reps to track sales activities and enter sales information easily on mobile devices. • Purina sales representatives now track and manage their business on the go, management can view real-time reports and dashboards on the state of their business, and the relationship between sales and marketing has drastically improved to provide a 360-degree view of Purina’s customers. © 2015 Magnet 360 12
- 13. - Victor Ohno, Global Brand Marketing, Medtronic LIVEONGIVEON.ORG – GLOBAL COMMUNITY LAUNCHED IN 8 WEEKS • The Bakken Invitation needed to increase awareness, streamline a nomination approval process and facilitate an online community to nurture their non-profit initiatives. • Magnet 360 helped Medtronic leverage Salesforce to create a worldwide online community accessible across a multitude of devices. Our community experts helped integrate the nomination and registration process for users and and streamlined the application process for the Bakken Invitation staff. • In just eight weeks, the Magnet 360 team delivered a fully functional community that contributed immediately to the worldwide growth of the Bakken Invitation. © 2015 Magnet 360 13 • “Working with the Magnet 360 team has been phenomenal.”
- 14. ECOLAB ADDS VALUE WITH PEST ELIMINATION PORTAL Ecolab wanted to do more to merchandise the value of their pest elimination services by improving the delivery of key account information, including service reports and pest prevention education materials. In collaboration with Magnet 360, Ecolab built the Ecolab Pest Portal, a user-friendly platform that enables multi-channel information delivery, self-service access across devices, and customized service reports. By improving the delivery of information, Ecolab’s customers are able to clearly see the value provided by Ecolab, which has led to increased customer retention rates. Since launching, 30,000 Service Report emails have been sent, with an 85% acknowledgement rate. © 2015 Magnet 360 | Confidential and Proprietary 14 “That [Portal & Service Report] alone could drive our decision to give you more locations.” Ecolab Pest Elimination Customers “The educational pieces will be very valuable for us and can be used at our store meetings.”
Editor's Notes
- Do you have a business case for collaboration with your partners or customers? Public/Private Groups? On Objects? (Lead, Opportunity, Case, Custom) Is your company ready for 2-way communication with partners and customers? How is your internal chatter adoption?
- Why each would care….
- Remove aramark replace with Sodexo
- How we started - the backstory of the client's need and challenge(s) HMR Weight Management did not have a technology platform that would allow them to quickly evolve their program and outpace competitors. Their multiple websites did not communicate with each other, creating a difficult interface to navigate. They were also operating their core business operations off of a homegrown CRM, and separately using paper processes for daily business functions, with no ability to track cross functional metrics. HMR needed to completely transform their underlying technology platform in order to deliver a superior customer experience and accelerate the delivery of new capabilities to their clients, professionals, and employees. Problem we solved - the solution we defined and implemented Magnet 360 is closely partnering with HMR to implement a foundational platform using Salesforce Community Cloud, Service Cloud, Marketing Cloud, CloudCraze eCommerce, and Orchestra CMS, and custom mobile applications for iOS and Android. The scope begins with 2 months of strategy and Organizational Transformation Services to connect the new implementation to HMR’s people and processes. Magnet 360 is helping define a long-term customer experience vision, replatform the core CRM, commerce front-end, client/professional community, and HMR’s diet tracker mobile application. Vision - as much as we know at the writing of the snapshot Releases 1, 2, and 3 are being delivered concurrently as a single Program to deliver a comprehensive solution that will improve the user experience both for employees and customers. Releases 1 and 2 will replace a core CRM system, 3 eCommerce systems, a public website, and numerous integrations. Release 3 will replace a proprietary system which allows clients to manage their food and physical activity via web and mobile applications. By executing the program with a co-blended team of Magnet 360 and HMR development teams, Magnet 360 and HMR have formed a strong partnership that will result in a robust solution and seamless user experience. Clouds / products we used - SF clouds, integrated systems CloudCraze eCommerce Salesforce Community Cloud Service Cloud Marketing Cloud Orchestra CMS Mobile Timeframe in which we delivered Company Profile: Industry: Medical/Healthcare Employees: Location: Boston, MA
- WRITE A DETAILED NARRATIVE How we started - the backstory of the client's need Universal Oil Products (UOP), a Honeywell Company, had an existing portal that was outdated in design and lacked mobile capabilities. UOP had no means of collaborating with customers beyond their sales teams. UOP’s process units are highly customized, high dollar, investments so not being able to have meaningful 1:1 outreach and conversations with customers beyond email/phone was becoming problematic. By doing Voice of the Customer research UOP was informed that customers found it too difficult to find products, orders, or invoice information from UOP – there was no online, self-service mechanism that customers could use. Problem we solved - the solution we defined and implemented Magnet 360 created a full scale design using sketching through high-res wireframes. Usability testing with UOP stakeholders and customers to drive the right usability and user design. Created a website and Salesforce Community that was responsive to increase mobile functionality and adoption. Clouds / products we used - SF clouds, integrated systems Salesforce Community Cloud Integrated with WordPress .com site Outcomes - as much as we know at the writing of the Snapshot UOP’s business group PMT found this project to be the most successful redesign project of the year. The new Salesforce Community and site integration increased customer self-service abilities. The new Salesforce Community has lead to increased collaboration for UOP’s engineering teams. Timeframe in which we delivered Magnet 360 designed and developed UOP’s new community in under 6 months.
- WRITE A DETAILED NARRATIVE Link to oppty - https://na13.salesforce.com/006a000001BSsnX How we started - the backstory of the client's need Purina needed to systemize the sales process and tracking Did not have real-time insights/reporting to support and enable the sales reps to close deals faster Management needed real-time visibility into performance of sales activities as it related to sales reps, accounts, opportunities and tasks The sales organization needed a way to capture and share data in an effort to more effectively collaborate with other functional groups within Purina Problem we solved - the solution we defined and implemented Magnet 360 partnered with Purina to deliver core CRM functionality to a pilot group of users, but also create a structure to support ongoing growth and optimization. The solution provided the ability for Purina to track sales activities, sales reps can now enter information easily on their mobile devices using Salesforce1 native functionality. Sales reps can easily log a service request via the mobile, including sending pictures to help bring clarity to the request Created a segmentation and relationships of dealers, Co-Ops, Retail Producers, Direct Producers & Influencer accounts Clouds / products we used - SF clouds, integrated systems Salesforce Sales Cloud Salesforce1 Mobile Enabled integrations between JDEdwards and BI tools for account alignment Outcomes - as much as we know at the writing of the Snapshot Sales reps are able to track and manage their business from their mobile, including updating sales opportunities and logging service requests with pictures to provide more context for the request. Sales Specialists and Sales Leaders can now view real-time reports and dashboards on the state of their business to efficiently know where to focus time. For example, they can view the sum of VIP points and tons at the account level Closed the loop between marketing and sales to begin to get the 360 degree view of the customers. This phase now bridges Customer Operations (service orders) through email to CRM interactions, provides a single source of truth for collaboration and sales materials. The initial implementation has successfully set the foundation for not only the ongoing optimization of the sales process, but they can now start to align sales and marketing initiatives (i.e. events, campaigns, etc) due to the data and flexible platform that has been enabled. Timeframe in which we delivered
- WRITE A DETAILED NARRATIVE How we started - the backstory of the client's need Medtronic approached Magnet 360 based on previous strong working relationship. Bakken was evaluating multiple CRM options and wanted a Salesforce partner Bakken saw an opportunity be employing Salesforce for their non-profit because of proven success that other charities have seen on the platform. Problem we solved - the solution we defined and implemented The Bakken Invitation needed to increase awareness and understanding of the program among all target audiences. The Bakken Invitiation wanted to increase the number of global applicants that could be eligible for a $20k grant. The Bakken Invitation needed to facilitate support for individuals and organizations giving back to communities (visibility, donations, volunteers). The goals of the organizations are to demonstrate the social and human value of medical technology. To reach members globally and with ease The Bakken Invitation wanted a mobile community. The project has an extreme short timeline to accomplish all of its goals. Clouds / products we used - SF clouds, integrated systems Salesforce Community Cloud Force.com was used in the backend of the Medtronic Bakken community The Medtronic Live On Give On community leverages Sales Cloud for Grant Application management, and Marketing Cloud for audience engagement. We build the Community Cloud piece (and they already had the others) but it leverages all those clouds Outcomes - as much as we know at the writing of the Snapshot Magnet 360 built a global community with responsive design considerations. The community provides a place for applicants and recipients to share crowd-sourced content to tell a global story. Because the community is developed on Salesforce, The Bakken Invitation’s internal teams have access to online application and scoring processes. The responsive, mobile design and the community functionality has enhanced participation opportunities and incentives. 1 week sprints for 8 weeks/$160,000 Timeframe in which we delivered 8, 1 week sprints
- How we started - the backstory of the client and their needs Ecolab Pest Elimination has more than 30 years of pest management experience focusing exclusively on the institutional/commercial market segments. They consistently delivery scientifically proven protocols to not only control pests, but eliminate them. Ecolab wanted to strengthen their relationship with both customers and pest management associates by doing more to deliver actionable insights. Pest Management Associates delivered insights to customers in-person at the point of service, but Ecolab wanted to equip customers with the ability to access service reports and educational materials on-demand and be able to share the information easily with staff members. Problem we solved - the solution we defined and implemented Ecolab utilized Salesforce Community Cloud to develop the “Pest Portal,” the foundation for delivering information to customers online. The Pest Portal allows customers to access historical service reports and educational materials on-demand and across all devices. The Pest Portal enables a customer notification program that delivers service reports via email for increased convenience, with the ability to deliver smart content. The Pest Portal facilitates the easy creation of Executive Business Reviews. Clouds / products we used - SF clouds, integrated systems Community Cloud Outcomes - as much as we know at the writing of the Snapshot Ecolab is now able to measure the degree to which customers engage with their service reports and educational materials. Since launching, 30,000 Service Reports emails have been sent, with an 85% acknowledgement rate. Customers are able to see the value that Ecolab delivers more clearly, which has led to increased customer retention rates. Timeframe in which we delivered - explain the speed to value Ecolab's Portal is innovative application that has evolved significantly from the first release. in 3 years they've evolved through 5 releases of continued improvement, enhancement, expanded audiences and experience. Use Permission Can we use the client’s logo – YES Can we distribute via email – YES