Getting Your Whole Company on Chatter: Customer Stories

Administrators

Francisco Casas: salesforce.comDavid McDermott: Kelly ServicesDominic Shine: Reed Exhibitions Ltd.

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Deploying Chatter Company Wide

Flexible Collaboration Beyond CRM

Kelly Services

Reed Exhibitions

Q & A

Engagement Based Collaboration: A New World

2000 2010

Content Centric

Silos

Look For Info

Email / IM

Portals / Wiki

Fixed Location

Engagement Centric

Open / Cross Company

Insights Delivered

Feed Centric

Dynamic Places

Mobile

Yesterday Today

Engagement-based Collaboration

Improve Communication & AgilityConnect and flatten the organization

Focused Business ExecutionContextual people, content, transactions

Make Better DecisionsKey insights come to you

Trusted. Secure. Private

Focused Business Execution

Colleague Expertise

Best Practices Groups

Corporate Files

Dashboards

Reports

Tasks & Processes

CRM Objects like Campaigns

Custom Applications like Project Mgmt

Engage & Collaborate in Context…

Make Better Decisions – Insights Come To You

Stay on top of what matters• Teams• Customers• Processes• Outcomes and Issues

Actionable insights come to you• Automatic transaction updates• Task notifications• Take action as things happen• Faster business cycles

Build Agility: Connect and Flatten Organizations

Flattens your organization

People get connected

Knowledge network is increased

Answers are provided much faster

Top down and bottom up collaboration

Teams become aligned

Teamwork improves

Transparency is improved

Dozens of new features 4

months after first release

SalesMarketing

ServiceFinance

ITHR

Professional ServicesOperations

ChatterOptionsChatterOptions

Enterprise ApplicationEnterprise Application

Breakthrough Innovation

Breakthrough Innovation

Chatter Free

Chatter Plus

Chatter FullCRM or Force.com

Collaborate Company Wide

Chatter Demo

Kelly Services: Went company-wide with Chatter (7,000+ Chatter Free in addition to 1,000 Sales Cloud users)

Reed Exhibitions: Allowed users to opt in. Now up to 2,700 users. 60% Chatter Plus users and 40% Full CRM users

Bottom Line: You can deploy all at once, let people opt-in, use any combination of full Chatter, Chatter Plus, Chatter Free

Deployment Options

David McDermott

CRM Program Manager,

Kelly Services

About Kelly Services

o Founded in 1946

o “Kelly Girl” Company

o Total Workforce Solutions Provider

o 86% Buyer Awareness

o Place employee every 60 sec.

What’s Our Motivation?

We Needed (badly):

Global Collaboration

Shared Expertise

Rapid Communication

Response Context ( “Reply to All”)

Enterprise Deployment

Chatter for the Masses:

4 Phases

16 languages

8,600+ users globally

CRM/Platform – then the world

Things You Should Know

Advice:

Don’t UNDERestimate the challenge

Have a Plan

Understand Technology Footprint

Executive Sponsorship

Evangelize Use Cases

“Salesforce Champions”

Adoption

Measures

Profile Updates

Groups / Membership

Chatter Dashboard (AppExchange)

Benefits / Roadmap

Benefits Experienced

Community

Global Answers / Local Questions

What’s Next…

Localization (16 languages)

“Reasons to Be Here

Evangelization

Dominic Shine

Group CIO,

Reed Exhibitions

Twitter: @domshine

My Company –

A division of Reed Elsevier, FTSE 100 company

Reed is the world’s largest events organiser

For B2B tradeshows, conferences + B2C events we:– create the proposition, sell to exhibitors, deliver audience & run event– deliver leads to companies, support global expansion & facilitate trade– help individuals network and learn

Some stats:– 440 events annually, 36 countries, 44 industry sectors– 6 million people attended our events in 2009– 2800 staff in 35 offices globally, HQ in UK– $1.2bn annual revenues

11,500 participants 102 countries 4,000 international buyers 1,500 exhibiting companies

The world’s leading content market for creating, co-producing, buying, selling, financing and distributing entertainment across all platforms.

A unique opportunity to meet the key global decision-makers in the TV/Film, Digital Media and Advertising/Brands sectors together in one place at one time.

Example Event – miptvGlobal Entertainment Marketplace

Reed Exhibitions – Company Wide Deployment

Consolidate and replace local collaboration tools

Remove silos – improve global collaboration

Support global business development

Change programmes

Facilitate best practice sharing

Help people find each other and leverage ideas

The Results So Far

Very strong adoption for wide range of groups/teams

Finding new uses and benefits each day

Excitement and buzz is still growing

Let’s look at some examples…

Local collaboration, in your own languageExample: Reed Midem Sales Effectiveness (in French)

Encouraged local teams to create private groups in own language

Groups now exist in French, German, Spanish, Italian, Portugese, Chinese, Japanese, Thai….

Sharing Best Practice GloballyExample: RX Social Media Group

255 members, 20 countries Never met in most cases No formal structure United by common interest Use Google translate to

break down language barrier

In this thread, our event operations teams discuss how best to use social media for customer service

Global Business DevelopmentExample: Alternative Energy Group

International group who are developing or running several events in one sector

Share market intelligence, trends, discuss product ideas

Several other similar groups have formed

Summary of Benefits Observed

Global business and development and sales

Helping create new products and markets

Helping win sales

Best practice sharing

Transforming how this works — wide range of topics

Integrated file sharing very powerful

Global change programmes

Has replaced email as communication method

Enabling more conversation rather than broadcast

Lessons Learned

Some teams/individuals have not really “got it”

Classic demographic of social network

– Creators, Conversationalists, Lurkers,

Laggards

Role of senior management to lead by example

and super-users to show others the way is

crucial

Needs to become a part of everyday work - not

something special – local and global context

Be patient/continue to encourage!

Some Stats

70% using

Chatter

205 groups

12 Languages

Healthy balance

of global vs. local

topics

Still feels like very

early days!

Reed Exhibitions – Next steps with Chatter

Fully activate chatter with data– Just getting going with chatter on sales objects– Lots of customised objects in RX context

Rollout next generation mobile apps– People love the new iPhone mobile app– Eagerly awaiting Blackberry and iPad apps

Integrate customer social network activity with chatter– Connect Facebook, LinkedIn, Twitter with Chatter– Join up the internal and external conversations

D I S C O V E R

Visit Customer Success Team at Campground

Discover

Training

Learning Paths

Experience

Product

Demos

Learn about Customer

Resources

the products, services and resources

Meet Success Experts

S U C C E S S

Find us at the Customer Success Team area of salesforce.com Campground at Moscone North

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that help you achieve

Question and Answer

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