The document discusses improving collaboration and communication within QuestBack by implementing a new intranet using Salesforce. It identifies challenges with existing intranets like documents being spread across multiple systems and lack of a complete people directory. The proposed solution is to build the intranet natively in Salesforce using standard functionality like Chatter, groups and custom objects to create departmental pages, integrate relevant data and metrics, and allow easier employee contributions. Some remaining challenges are a lack of Chatter support for certain user types and needing richer functionality for groups, profiles and document storage.

1. CORPORATE INTRANET 1
SALESFORCE + INTRANET =

2. We are CORPORATE INTRANET 2
a world leading
EFM 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

3. How do we improve collaboration and
communication 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» Outdated and “detached” information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

4. How do we improve collaboration and
communication 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.

5. How do we improve collaboration and
communication 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.

6. How do we improve collaboration and
communication 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

7. How do we improve collaboration and
communication 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

8. How do we improve collaboration and
communication 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)

9. How do we improve collaboration and
communication 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.