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Introduction Improve Your Business Results With IBM Collaboration Solutions Introduction
Introduction
Improve Your Business Results With IBM Collaboration Solutions
Introduction
Introduction
Gregory Sechuga – Manager Rational and ICS Competitive ResearchMark Moore – Senior Software Engineer
Improve Your Business Results With IBM Collaboration Solutions
IntroductionIntroduction
Welcome And Introductions
Thanks for coming today !
Your IBM team welcomes youIntroductions . . .
Copies of today’s presentations will be availablefor download after the briefing
IntroductionIntroduction
The New Economic Environment Presents New Challenges
To what extent is the new economic environment different?
There is a complexity gap: Only 49% feel prepared 79% anticipate greater complexity ahead
Source: IBM Global CEO 2010 study that is the largest known sample of senior executives
More volatileDeeper/faster cycles, more risk
More uncertainLess predictable
More complexMulti-faceted, interconnected
Structurally differentSustained change
To a large/very large extentTo some extent
18%
21%
22%
21%
69%
65%
60%
53%
IntroductionIntroduction
How Will Standout Organizations Address These Challenges?
Source: IBM Global CEO and CHRO 2010 studies
Standout organizations are 57% more likely to encourage their people to use social and collaborative tools to work more effectively with complex problems
95% of standoutorganizations will focusmore on “getting closer to the customer” over the next five years to simplify the business relationship
Introduction
Introducing Renovations, Inc.
Commercial property developer In 2012 they are developing new
property concept – shopping and entertainment venues in the same complex
Project teams will have to work across a large number of departments
Business partners will have to be integrated with those teams
Many employees will be working remotely
Introduction
George BandiniRenovations, Inc. CEO
We will illustrate key points using a fictional company
“Our employees and their expertise are our most valuable assets”
Introduction
Renovations, Inc. Has Established Its Goals For The Year
Financial
Creating shareholder/stakeholder value
Customer
Developing products, services, and improving customer satisfaction
Internal Process
Becoming more efficient and generating better results
Leveraging new technology, adopting new approaches, acquiring new skills
Workforce
Introduction
They define their goals from four perspectives
Introduction
Renovations, Inc. Has Established Its Goals For The Year
Introduction
Workforce Internal Process Customer FinancialLeveraging new technology, adopting new approaches, acquiring new skills
Becoming more efficient and generating better results working together, as organization
Developing products, services, and improving customer satisfaction
Creating shareholder / stakeholder value
Skilled, knowledgeable and productive
employees
Ability to attract, retain top talent
More efficient ways of
performing work
Competitively superior,
innovative products
Improved sales revenue
Lower cost
Increased profits / earnings
Delighted, repeat
customers
-
=
They define their goals from four perspectives
Introduction
Renovations, Inc. Has Established Its Goals For The Year
Introduction
CustomerCustomer
Internal ProcessInternal Process
WorkforceWorkforce
Fina
ncia
lFi
nanc
ial
They define their goals from four perspectives They define their goals from four perspectives
Developing products, services, and improving customer satisfaction
Becoming more efficient and generating better results
Leveraging new technology, adopting new approaches, acquiring new skills Cre
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areh
olde
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1
2
3
4
Introduction
Each Of These Goals Ultimately Drive Improved Financial Results
Introduction
WorkforceWorkforceFinancialFinancial
Improved sales revenue
Lower cost
Increased profits
-=
Skilled, knowledgeable and productive
employees
Ability to attract, retain
top talent
More efficient ways of
performing workCompetitively
superior, innovative products
Delighted, repeat
customers
Custo
mer
Custo
mer
Internal Process
Internal Process
Introduction
IT Will Make A Substantial Contribution To Help The Business Reach Its Goals
Introduction
Madison Armond, Renovations, Inc. CIO
I’ve seen the new goals and we’re going to need some new approaches to achieve them. “Business as usual” isn’t going to move us forward.
Dan Misawa, IBM Representative
IBM can help with that. By leveraging social technologies, Renovations, Inc. can drive performance in each of those areas.
Introduction
Renovations, Inc.’s Goals, Metrics, And Initiatives
Customer
Improve Customer
Satisfaction
Increase Kiosk Advertising Revenue
Increase Revenue/Squa
re Foot vs Competition
Measured by
§ Customer survey Results
§ Sales§ Web site
registrations
§ Competitive Benchmarking
§ Implement a social presence with IBM Customer Experience Suite§ Build a commerce and marketing capability with WebSphere Commerce§ Make results measureable with IBM Coremetrics§ Make the presence mobile with Mobile Portal Accelerator
Implemented by
Goa
lsIn
itiat
ives
Met
rics
02 - Deepen Your Customer Relationships
Introduction
Renovations, Inc.’s Goals, Metrics, And Initiatives
Introduction
Lower Operational
Costs
Improve Time-To-Market
Improve Project
Management
Measured by
Goa
lsM
etric
sIn
itiat
ives
§ Travel and postage budgets
§ Deploy a social business infrastructure, IBM Connections, that will enable § Information sharing and reuse§ Better project organization and management
§ Provide a real-time communications infrastructure using Lotus Sametime and IBM Connections to enable rapid resolution of customer issues
§ Simplify and improve collaboration with partners, suppliers, and customers using IBM SmartCloud for Social Business
Implemented by
Internal Process
Increase Workforce
Productivity
Improve Business
Relationships
§ Revenue per Employee
§ Time to locate information and expertise
§ Time from project launch to GA
§ Business partner survey results
§ Time to resolve severity 1 issues
§ % projects on-time and on-budget
Introduction
Renovations, Inc.’s Goals, Metrics, And Initiatives
Introduction
Increase Employee
Productivity
Improve Employee Retention
Improve Employee
MoraleMeasured by
§ Improved collaboration via profiles and files sharing
§ Improved information and expertise searchability through social tagging
§ Increased productive time via mobile device use
§ Reduced employee turnover
§ Improved college hiring rates
§ Employee Survey Results
§ Social network analysis
§ Deploy Lotus Notes Social Edition to facilitate information flow from inbox to a social environment
§ Deploy Connections Files and Profiles entitlements to enable file sharing and expertise locations
§ Deploy Lotus Traveler on mobile devices to improve productivity of employees who work at project sites
Implemented by
Goa
lsIn
itiat
ives
Met
rics
Workforce
Introduction
Many Companies See The Same Wide-Ranging Potential Of Social Technologies
Introduction
Source: IBM Market Research, 2011
IBM asked 120 technology and business decision makers from six
different countries what the most important benefits of enterprise
social software were.
Those surveyed indicated that using it to engage with the external
environment is of greater benefit than use for pure internal process
improvement.
Ext
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IBM Is A Recognized Leader In Social Business And Technologies
Introduction
“Represents the Future of
Social Business”
Business Insider July 2011
Voted Best Enterprise 2.0
Platform
InformationWeek, Apr, 2011 IBM Social
Software Adopted by
35 of the Fortune 100
#1 in WW Market Share
IDC Social Platform Report 2009 and 2010
#1 in Market Share for
Portal
Introduction
IBM Social Technologies Drive Growth And Cost Reduction For These Customers
Introduction
“The bottom line is that our sales within new vertical market segments increased by over 40 percent, during a time when we were fundamentally expanding our business.”
— Wayne Alley, vice president, VCC
Helped reduce customer service costs by 20%through increased workforce efficiency
Bring new products to market fasterIncrease market share by improving business processes by leveraging the collective knowledge, expertise, and talent of a global workforce.
“The IBM solution enables us to deliver dynamic products and services to the marketplace at a faster pace than ever before.”
—Niu Gang Associate Director, Shanghai Research Institute, China Telecommunications
“With SPACE [built with IBM Connections and IBM Sametime® software], we can collaborate more quickly, more efficiently, at a deeper level to foster innovation and see our work in a new light.”
— Yukako Uchinaga, CEO, Berlitz Corporation
Introduction
IBM Is A Social Business
Introduction
IBM.com has 8M registered users, 2,500 communities, and 45K community members
“Content at rest is a cost. Content in motion is value”- Alistair Rennie, GM of IBM Collaboration Solutions
We send 50M Instant Messages/Day and conduct more than 35M minutes of LotusLive meetings
We host 73K communities with 634K profiles and
500K files. The number of unique visitors doubled in
the last year
Customer self service and social technologies save us more than US $100M/Year
+430k Employees2000 Locations
170 Countries50% Work Remotely
Introduction
IBM Social Business Pioneer, Carol Sormilic
12-hour time zone difference made synchronous communication difficult
Shifted team communications to Connections using blogs, wikis, and profile wall – conducting business entirely “in the open”
As a result, she works effectively across 12 time zonesIntroduction
From Southbury, Connecticut, USA
Now on assignment in Beijing, China
IntroductionIntroduction
Social Technologies Will Help Renovations, Inc. Hit Its Targets
Deepen Your Customer Relationships
Deliver an exceptional customer experience with greater flexibility and lower costs
Simplify and Improve Your Business Processes
Discover, share, and apply the right expertise and information when needed
Simplify the way people interact for better, faster results
Enable cross-boundary networks of individuals to form quickly and solve problems
Build More Effective Business Partnerships
Improve collaboration with customers and partners beyond the firewall via the cloud
Reduce the cost and effort that would be required to manage on premises infrastructure
Empower Your Workforce
Improve productivity with desktop and hybrid computing
Provide tools for mobile employees that enable them to be as productive as office employees
Deploy environment for collaborative web-based document authoring and editing
Lower operational costs and improve time-to-market with more efficient processes
Provide online self-service, improving customer satisfaction and reducing costs
Drive revenue and increase brand loyalty with an enhanced customer experience
Customer
Internal Process
Internal Process
Workforce
Introduction
We Will Have Live Demonstrations Of The Results Of Renovations, Inc.’s Initiatives
Introduction
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Mobile Device
IBM SmartCloud for Social Business
Microsoft Office 365
VMware Workstation 7VMware Workstation 7
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IntroductionIntroduction
Agenda
9:00 AM – 9:15 AM Local Introduction9:15 AM – 9:45 AM 1) Improve Business Results With IBM Collaboration
Solutions
9:45 AM – 10:45 AM 2) Deepen Your Customer Relationships
10:45 AM – 11:00 AM COFFEE BREAK
11:00 AM – 12:00 PM 3) Simplify And Improve Your Business Processes
12:00 PM – 1:00 PM 4) Build More Effective Business Partnerships
1:00 PM – 2:00 PM LUNCH BREAK
2:00 PM – 3:00 PM 5) Empower Your Workforce
3:00 PM – 3:15 PM 6) Start Leveraging Social Technologies Today
3:15 PM – 3:30 PM Q&A
IntroductionIntroduction
Agenda
9:00 AM – 9:30 AM 1) Improve Business Results With IBM Collaboration Solutions
9:30 AM – 10:45 AM 2) Deepen Your Customer Relationships
10:45 AM – 11:00 AM COFFEE BREAK
11:00 AM – 12:00 PM 3) Simplify And Improve Your Business Processes
12:00 PM – 1:00 PM LUNCH BREAK
1:00 PM – 2:00 PM 4) Build More Effective Business Partnerships
2:00 PM – 2:45 PM 5) Empower Your Workforce
2:45 PM – 3:00 PM 6) Start Leveraging Social Technologies Today
3:00 PM – 3:15 PM Q&A
IntroductionIntroduction
Agenda
12:00 – 12:30 1) Improve Business Results With IBM Collaboration Solutions12:30 – 13:30 2) Deepen Your Customer Relationships
13:30 – 14:00 3) Simplify And Improve Your Business Processes
14:00 – 15:00 LUNCH BREAK
15:00 – 15:30 3) Simplify And Improve Your Business Processes, continued
15:30 – 16:30 4) Build More Effective Business Partnerships
16:30 – 17:00 5) Empower Your Workforce
17:00 – 17:15 6) Start Leveraging Social Technologies Today
Q&A
