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1
DESIGN, DEPLOY, COLLABORATE.
it’s simple.
This document, all media content, the Powell 365 concept are the exclusive property of Powell Software. No copy or distribution without written authorization from Powell Software
This document, the screenshot, the Powell 365 concept are the exclusive property of Expertime SAS. No copy or distribution without written authorization from Expertime SAS
CASE STUDY
Knowledge Management Portal with
Powell 365 & Office 365
3
About Webhelp
Customer experience innovators
Across a range of digital, social and traditional voice channels
to an international client base.
Webhelp Group provides multi and omni-channel services
to some of the most progressive brands and businesses
The Webhelp Group employs 38 000 people in 68 locations
worldwide and has its British headquarters in London,
England and global headquarters in Paris, France.
4
Context of Webhelp
Offensive strategy to gain
market share in Europe
High staff growth (20,000 to 40,000 in few
months), located in many countries, to be
included in structured process
Existing tools for communication but
non linked locally and internationally.
Different levels of coverage
5
Objectives of
Webhelp
« Priority is :
operational business ! »
share & collaborate for more efficiency.
Increase collaborative work
Ease information flow within a
community or team
Spread knowledge beyond the silos,
best practices sharing
Know each other better. Increase
integration of new comers
6
Governances issues for Webhelp
Combining top-down organization and collaborative
exchanges, with contradictory issues : validated
contents vs work in progress datas
Maintaining coherence between local needs and
global architecture
Managing content quality and KM process
New functions to be covered online (corporate
communication and news, way of working)
7
Why they choose Powell 365 with Office 365
An unified experience
CORE
FUNCTIONALITIES
BRANDING MOBILE
FIRST
USAGE
ADOPTION
FAST DEPLOYMENT
& UPDATE
CONTROLLED
COSTS
This document, the screenshot, the Powell 365 concept are the exclusive property of Expertime SAS. No copy or distribution without written authorization from Expertime SAS
EMEA
3
MONTHS
40,000
USERS
LIVE
in Oct.
This document, the screenshot, the Powell 365 concept are the exclusive property of Expertime SAS. No copy or distribution without written authorization from Expertime SAS
9
Two main roles in the portal
USAGES
His job : answering the phone
and advising on « SFR » offers
The portal : it contains all the
up-to-date information in
relation to its clientn group
communication and process
reference (Webhelp pillars)
USAGES
Her job : being responsible for
projects
The portal : permits to
communicate to all agents
(numbers, new offers,
procedures…), favorite on
customer spaces that she
manages
10
Benefits
Portal
One single point of access to all the
information flow
1
Corporate Communication
News, highlights, events & videos
2
3
4
11
Benefits
Portal
One single point of access to all the
information flow
1
Global discussion feed
Best Practices, team communication, corporate
communication
Find the experts
2
3
4
12
Benefits
Portal
One single point of access to all the
information flow
1
Increase the productivity with easy access to
their last documents & documents activity in
their teams
Get access to all the company apps
2
3
4
13
Benefits
Portal
One single point of access to all the
information flow
1
Follow the business activity of webhelp with
new contracts
Quick access to the clients team projects that
I’m a member
2
3
4
14
Benefits
Client Workspace
Increase collaborative work and
integration of new comers
1
Client Communication
News, highlights ands events managed by project
managers to animate the team
2
3
4
15
Benefits
Client Workspace
Increase collaborative work and
integration of new comers
1
Client discussion feed.
Best Practices, team communication & animation
Find the experts.
2
3
4
16
Benefits
Client Workspace
Increase collaborative work and
integration of new comers
1
Centralized documentations about the client
Key documents, contracts, help documentations
& more…
2
3
4
17
Benefits
Client Workspace
Increase collaborative work and
integration of new comers
1
External contents related to the client
Projects of the client
2
3
4
18
Follow us www.powell-365.com
Follow us on Twitter @powell365News​
CONTACT US
This document, all media content, the Powell 365 concept are the exclusive property of Powell Software. No copy or distribution without written authorization from Powell Software
Antoine Faisandier
Sales Lead
antoinef@powell-software.com
Mob: +1 425 974 9692

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Powell 365 - Case Study Webhelp

  • 1. 1 DESIGN, DEPLOY, COLLABORATE. it’s simple. This document, all media content, the Powell 365 concept are the exclusive property of Powell Software. No copy or distribution without written authorization from Powell Software
  • 2. This document, the screenshot, the Powell 365 concept are the exclusive property of Expertime SAS. No copy or distribution without written authorization from Expertime SAS CASE STUDY Knowledge Management Portal with Powell 365 & Office 365
  • 3. 3 About Webhelp Customer experience innovators Across a range of digital, social and traditional voice channels to an international client base. Webhelp Group provides multi and omni-channel services to some of the most progressive brands and businesses The Webhelp Group employs 38 000 people in 68 locations worldwide and has its British headquarters in London, England and global headquarters in Paris, France.
  • 4. 4 Context of Webhelp Offensive strategy to gain market share in Europe High staff growth (20,000 to 40,000 in few months), located in many countries, to be included in structured process Existing tools for communication but non linked locally and internationally. Different levels of coverage
  • 5. 5 Objectives of Webhelp « Priority is : operational business ! » share & collaborate for more efficiency. Increase collaborative work Ease information flow within a community or team Spread knowledge beyond the silos, best practices sharing Know each other better. Increase integration of new comers
  • 6. 6 Governances issues for Webhelp Combining top-down organization and collaborative exchanges, with contradictory issues : validated contents vs work in progress datas Maintaining coherence between local needs and global architecture Managing content quality and KM process New functions to be covered online (corporate communication and news, way of working)
  • 7. 7 Why they choose Powell 365 with Office 365 An unified experience CORE FUNCTIONALITIES BRANDING MOBILE FIRST USAGE ADOPTION FAST DEPLOYMENT & UPDATE CONTROLLED COSTS
  • 8. This document, the screenshot, the Powell 365 concept are the exclusive property of Expertime SAS. No copy or distribution without written authorization from Expertime SAS EMEA 3 MONTHS 40,000 USERS LIVE in Oct. This document, the screenshot, the Powell 365 concept are the exclusive property of Expertime SAS. No copy or distribution without written authorization from Expertime SAS
  • 9. 9 Two main roles in the portal USAGES His job : answering the phone and advising on « SFR » offers The portal : it contains all the up-to-date information in relation to its clientn group communication and process reference (Webhelp pillars) USAGES Her job : being responsible for projects The portal : permits to communicate to all agents (numbers, new offers, procedures…), favorite on customer spaces that she manages
  • 10. 10 Benefits Portal One single point of access to all the information flow 1 Corporate Communication News, highlights, events & videos 2 3 4
  • 11. 11 Benefits Portal One single point of access to all the information flow 1 Global discussion feed Best Practices, team communication, corporate communication Find the experts 2 3 4
  • 12. 12 Benefits Portal One single point of access to all the information flow 1 Increase the productivity with easy access to their last documents & documents activity in their teams Get access to all the company apps 2 3 4
  • 13. 13 Benefits Portal One single point of access to all the information flow 1 Follow the business activity of webhelp with new contracts Quick access to the clients team projects that I’m a member 2 3 4
  • 14. 14 Benefits Client Workspace Increase collaborative work and integration of new comers 1 Client Communication News, highlights ands events managed by project managers to animate the team 2 3 4
  • 15. 15 Benefits Client Workspace Increase collaborative work and integration of new comers 1 Client discussion feed. Best Practices, team communication & animation Find the experts. 2 3 4
  • 16. 16 Benefits Client Workspace Increase collaborative work and integration of new comers 1 Centralized documentations about the client Key documents, contracts, help documentations & more… 2 3 4
  • 17. 17 Benefits Client Workspace Increase collaborative work and integration of new comers 1 External contents related to the client Projects of the client 2 3 4
  • 18. 18 Follow us www.powell-365.com Follow us on Twitter @powell365News​ CONTACT US This document, all media content, the Powell 365 concept are the exclusive property of Powell Software. No copy or distribution without written authorization from Powell Software Antoine Faisandier Sales Lead antoinef@powell-software.com Mob: +1 425 974 9692