Finding Patterns : The Next Phase of Social Collaboration (presentation at IDC Directions Event)

Niclas Otte | Senior Director | Enterprise Social Software, SAP SE
The Next Phase Of Social Collaboration: Finding Patterns
@ottenic

©2014 SAP AG or an SAP affiliate company. All rights reserved.
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We Live In The Digital Age
5B
middle class growing to 5 billion will strain resources
30B
devices wirelessly connected to the internet of everything by 2020
Data Doubling
every 18 months create opportunities and risks for value creation
75%
New enterprise IT spend will be cloud-based or hybrid by 2016
Millennials
will transform customer demands and the workplace
1B
people in social network will rewire business and personal boundaries
New + Disruptive
business models will accelerate change and innovation

We’re at a pivotal moment in the enterprise
SAP invents the ERP business application
1972
2013
Number of connected devices reaches 15 billion
Today
Social inside and outside the business
1981
First online university course offered
50 years of digital transformation completed.
First web browser created
1990

…or did we simply digitize?
But was this digital transformation?

…why does the average worker still spend 28% of their time managing e-mail and 20% looking for internal information/colleagues?
If we have digitally transformed how we work…

If we have digitally transformed how we sell…
…why is it that 65% of a sales rep’s time is still not spent selling?

…why do only 7% of consumers say that customer service experiences exceed expectations?
If we have digitally transformed how we serve customers…
Source: Echo 2012 Global Customer Service Barometer

…why does it still cost $1,398 to create one learning hour of content?
If we have digitally transformed how we learn…

…then why do 43% of companies still not have complete information on suppliers?
If we have digitally transformed how we procure…
Aberdeen group “Measuring Performance While Mitigating Risk”

Processes are ad hoc
Systems are fragmented
Data creates chaos
Companies are struggling to find their patterns because…
...we simply copied the analog world
Expertise networks are disconnected

* Repeatability, Chris and James Allen, 2012
** What’s the Future of Business, Brian Solis, 2013
Digitizing was comprehensive but transformation was spotty.
New growth initiatives – organic or by acquisition – have success rates of only about 20-25%*
And over 40% of companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010 **
Just 9% of global companies have been able to achieve more than a modest level of sustained and profitable growth over the last decade *
Repeatability was missing.

Operational Transformation
Digital Workplace
Ecosystem Transformation
Digital Customer and Partner Networks
Industry Transformation
Differentiated Digital Value Propositions
Digital Transformation Levers

Designed for Me
Network- Aware
Flexible
Repeatable
Work Patterns
To truly transform we need to look for and institutionalize repeatable patterns.

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Customize
Embed
Extend
< 2010
2011
2012
2013 - 2014
Connecting people
Document sharing Social in apps External collaboration
Problem solving
Social processes
Data
Best practices
“Discuss”
“Share”
“Solve”
“Act”
Work patterns
Evolution of SAP’s social software strategy
Work Patterns deliver the full picture to drive action

How we get work done Structured process versus reality
Partners
Mgt. X
Customer Info
Product Info
Contractual Negotiations
…
…
Contact
Lead
Opportunity
Offer
Order
Order Processing
Payment
Teams
Org B

Example: Work Patterns for Sales
Invite people, share documents, discuss, solve
Manage your account
Select your work pattern
See latest, highest value opportunities and more
Review open service requests before engaging with a customer
Strategize on an opportunity

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Example: Sales Account management – Bringing together people, content, data, and application
Select your work pattern

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Invite people, share documents, discuss, solve. Manage your account

20
See latest data on opportunities (Real-time data from CRM or ERP)

21
Strategize and take action on an opportunity

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Opportunity Deal room
Topic-based
Education Center
Planning and implementation
Team collaboration
Order to cash quotes and invoices
Sample SAP Jam work patterns Drive productivity by connecting people, data and processes
Customer engagement
Mentoring
Help &Support
Service request resolution
Sales account management
Knowledge Sharing

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Develop work patterns for your unique business processes
Add pre-built third party productivity applications
Customize
Bring SAP and third party application data into SAP Jam
Collaborate with documents in content management systems
Embed SAP Jam capabilities & data into your business apps
Integrate
Extend
Build custom apps on SAP HANA Cloud Platform
Add new capabilities
Incorporate gamification
SAP Jam: Customize to meet your social business initiative

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Employee Performance
Time
Onboarding
Social (informal) & Formal Learning
Content creation costs are lowered (ROI is 75:1 – SLX Impact Study)
Content consumption increases (SLX Impact Study, Social Media and the Transformation of Learning)
Decrease in formal learning (ASTD State of the Industry)
Improves retention of information or effectiveness (Informal learning: Extending the impact of enterprise ideas and information)
Introduce patterns that allow you to become a learning organization

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Social onboarding Reduce time to contribution of new hires or transitioning employees
Onboarding wizard
Gamification
SuccessFactors Onboarding
Locate experts and information

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Social learning Integrate formal and social learning and drive scalable mentoring
Topic-based communities
Mobile
Integration with Learning Management
Mentoring and Coaching

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Collaborative performance management Transform performance management with people-centric capabilities
Guide employees through the process
Link to Goal Plan
Peer-to-peer recognition
Collaborative goal creation, alignment and tracking

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R&D
Collaborate with experts anywhere
PR
Quickly determine best response
IT
Drive projects and issue resolution
Operations Shipment updates
HR
Engage every employee
Finance
Pricing exceptions
Marketing
Improve campaign planning
Service
Catch customer satisfaction problems early
Specialist Sales Improve deal teams and strategy
Any Employee
Social Collaboration:
Where you work, when you need it
Outcome focused
Secure across the business
SAP Jam: SAP’s social foundation Across your entire business network

CIO
CPO, CMO, CHRO
EVP Sales
SAFE, SECURE and SUSTAINABLE
SIMPLE, STUNNING and SCALABLE
SUCCESSFUL
Outcome
©2014 SAP SE or an SAP affiliate company. All rights reserved.
Focus on Business Outcomes to Succeed

Work Patterns is here. Today. From SAP.
15M+ SAP Jam subscribers +
Real time HANA Cloud Platform
Designed for adoption - Function-first, Social- second
Centered around you – in your apps, devices and networks
Industry focused - to drive competitive advantage
You digitised data, process, and access to experts for 50 years. Work Patterns now helps you transform. Start.

Finding Patterns : The Next Phase of Social Collaboration (presentation at IDC Directions Event)

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