Cloud forum 2011 s poulley keynote v10

© 2011 IBM Corporation


Social Business in the Cloud

Sean Poulley

Vice President, IBM Social Business Cloud

Get Social. Do Business.

© 2011 IBM Corporation3

A Social Business embraces networks of people to create business value

EngagedTransparentNimble

Trust Security Compliance


IBM Defined Social Business

A social business solves business problems faster, smarter -- by deepening client relationships, driving operational effectiveness and optimizing their workforce

We defined this category in the market. We are the market leaders.

IBM created the category 4 years ago (Lotus Connections – 2007)

“first-ever social software platform for business “

IBM brought it to the cloud 2 years ago (LotusLive - 2009)

IBM is driving the revolution of Social Business. 2B people use the internet. IBM sees Social Business as a 100B Opportunity

Driving New Markets and New Solution Spaces: Social Commerce, Web Analytics, Employee Sentiment Analysis.

IBM delivers social business today - to customers globally - large and small, across diverse industries


Signature Mortgage on becoming a social business


On a smarter planet the way people interact and what they know is changing

InstrumentedSmartphone shipments will outpace PCs by 2012

InterconnectedSocial networking accounts for 22% of all online time

IntelligentThe social data analytics opportunity will grow to 1 Zettabyte by 2011

The explosion of new information, when integrated, analyzed, and acted upon using new types of intelligence, and new tools enables Social Business


The disruptions leading to Social Business

Analytics

Cloud Social


Social Computing is More Than a Consumer TrendIt's a fundamental shift in Business Computing

“...The key issue is organizational capital, that is, the management practices and cultural adjustments needed to enable the organization to deploy and take advantage of these new capabilities.”

— Irving Wladawsky-Berger

Mainframe Departmental

Departmental PC

PC Internet

Internet Social


Understand in real time the social context of a business situation – what are people saying, doing?

Discover/and engage with experts and information beyond team boundaries

Filter information socially to stay informed easily and focus attention on the most important work

Understand the true emergent structure of your organization based on how people actually communicate and work

Social analyticsKey enabler of the next generation enterprise


Using Softwareas a Service

NeitherConsidering SaaS

"IDC North American Cloud Survey" - Robert Mahowald, January 2011

'After email, with 58% saying they'd be using a cloud solution of some type in the next 24 months, overall collaboration was the second most important workload, with 48% saying they'd be looking to build out an internal cloud, or use a public solution.'

IBM Collaboration Solutions Customer Study – North America 2010

Preferred SaaS Deployment Method

Customers are moving to the cloud


Retaining Customers A Priority

“A focus on customers at the top of the list is usual. This year, the "existing customers" imperative is a higher priority than "attracting new customers."

Source: Gartner, Executive Advisory: CEO and Senior Executive Survey, 2011; Detail Report, 25 March 2011


Acquiring new customers can cost 5x more than satisfying and retaining current customers

2% increase in customer retention has the same effect on profits as cutting costs by 10%

5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry

Retaining customers is linked to increased profitability

95% of standout organizations will focus more on “getting closer to the customer” over the next 5 years.

– IBM CEO Study 2010

Standout organizations are 57% more likely to allow their people to use social and collaborative tools.

– IBM CHRO Study 2010


Product & Service Development

Marketing, Customer Service

Deepen client relationships

Drive operational

effectiveness

Workforce optimizationOperations,

Human Resources

Traditional Business

A Social Business

'Push' marketing via traditional channelsControl over brand image and brand communication

Builds trusted relationships and increases sales through relevant messages across all channelsDrives brand advocacy through communities and dialog

Invest in R&DGenerate new ideas internallyTest ideas in market

Shares insights to generate break-through ideas and speeds time to market, gaining market insight and readiness

Email and phone based communicationKnowledge kept in silos

Reaches out to professional networks to respond faster with business decisions to new opportunities, saving money

Entry Point

Getting Started in Social Business


Social Business Transforms The Customer And Employee Experience

Peer to PeerBusiness to Employee

Business to Business

Business to Customer

“Exceptional Web Experience” “Exceptional Work Experience”Employees interacting with self-forming, distributed teams (peers, customers, partners & suppliers), as a company overall (communities incorporating customers & partners around innovation) reducing the friction of work.

Customers interacting with other customers and company representatives (efficiently, via social tools), with the company overall (driving brand awareness & revenue growth)


Drive operational

effectiveness

Optimize your

workforce


Social business in the Cloud

Our strategy

Files

Meetings Events

Chat

Survey FormsCharts

eMail

Communities

Activities

My Network

Expand the enterprise perimeter to the cloud

Deliver new business value through seamless integration with your

applications

Simplify and improve business interactions inside and outside the

enterprise


LotusLive DemoBrendan Crotty, Program Director, LotusLive Cloud Services



Robust Enterprise Security and Enterprise Integration

Security IntegrationIntegrates with your existing IT systems: directory, single sign-onSecure data centers - physical and system securityReliability, business continuity, disaster recovery

Policy IntegrationIBM policies that govern privacy, operations, separation of dutyBusiness controls and auditingClassification, handling, routing & sharing of data

Application IntegrationOpen platform for application integration Web 2.0 APIApplication authenticationHybrid solutions, yours with ours, ours with your, yours with 3rd parties


An Extensible Open Integration Platform

Open Rest APIs and extension points make LotusLive a flexible SaaS platform

Partners can integrate LotusLive services in their own applications

Partner applications can be integrated into LotusLive

Customers benefit from integrated collaborative business processes

LotusLive Services

IBM Content

CommunitiesWeb

ConferencingNetwork Files Activities

Value Added Third Party Services

APIs and Extension Points

New Applications


Smart, Secure and Ready for Business

LotusLive Partner DemoBrendan Crotty, Program Director, LotusLive Cloud Services



The infusion of social business capability in business processes

IntegratedCommerce

IntegratedSelling

IntegratedDoc Editing

IntegratedLogistics

IntegratedScheduling

IntegratedCommunications

IntegratedeSigning

IntegratedFile Viewer


Customer Success Stories



Business value drives customer momentum Triple digit growth in NEW customer signings in 2010


Bumbu Desa Restaurant business embraces social business in the cloud

Business challengeIndonesia restaurant chain with new locations expanding into Singapore and Malaysia. Growing from three branches five years ago to 38 branches in 2010, the different franchises of Bumbu Desa were having a hard time staying connected with one another.

Solution

Using IBM LotusLive Engage, employees across the franchises can now quickly share information regarding new menus, new ways to greet guests, and other restaurant related issues. For example, each Bumbu Desa franchise can now submit their daily sales reports to franchise headquarters via file sharing in LotusLive Engage, a method that was previously handled using fax or overnight mail.

BenefitsEssential collaboration tools, including Web conferencing, social networking, file storing and sharing, and instant messaging help ensure that employees across the different franchises have immediate access to a collaboration platform to easily communicate, share information and remain connected with one another.

LotusLive's unique "guest account" model provides free-of-charge access of LotusLive to customers and other stakeholders such as cooks or food reviewers.

Learn more about LotusLive

Client Solution


Shriram Transport Finance Company Ltd.Transportation business moves to IBM cloud email for reliability and efficiency

Business challengeIndia's largest commercial vehicle financing company needed a better way to communicate with its field sales force. The company has 484 office and services centers and more than 14,000 employees.

Employees and sales reps found it challenging to do business with their clients and with one another. While some employees had access to email, the provider was often unreliable -- emails were lost and performance was low. Shriram needed an email solution that could accommodate rapid growth and perform with speed and consistency.

Solution

Shriram Transport Finance Shriram chose IBM LotusLive iNotes to provide all of its field sales reps with reliable, cost-effective and easy-to-use cloud email, which can be accessed on the road, at their desk and from their mobile devices.

BenefitsProvides essential mail, calendar and contact management so sales reps can now easily communicate with headquarters and can quickly get the latest sales and marketing information in order to more quickly finalize agreements with clients.

Client Solution



IndiaFirst Life InsuranceInsurance company reduces training costs with meetings in the cloud

Business challengeIndiaFirst Life Insurance was struggling with high costs related to interoffice training. The company also lacked a platform for headquarters employees to collaborate with sales executives in the field, along with a platform for employees to have a free-flowing chat session to exchange ideas. To address these challenges, the company sought a new collaboration solution in the cloud.

Solution

IndiaFirst Life Insurance implemented the IBM LotusLive Meetings services to provide a platform to conduct sales trainings for new employees or refresher courses for its existing salesforce. The service also provides a platform for employees to interact with headquarters teams, including a chat capability to exchange ideas, facilitate discussions and drive innovation.

BenefitsDecrease training costs.

Facilitate collaboration between marketing and sales teams to create a a more powerful sales engine.

Hold top management meetings with all employees to explain the company’s strategy and communicate corporate policies.

Client Solution



LofotkraftEnergy company connects staff, partners and vendors to build stronger ties

Business challengeLofotkraft is a regional energy company in Lofoten Islands, Norway. Lofotkraft needed a better way to communicate with branch offices and do business with partners and vendors outside the firewall – all while reducing IT complexity and cost.

Solution

Lofotkraft chose IBM LotusLive Engage to share files, manage projects, host meetings and instant message with partners, vendors and colleagues.

BenefitsLotusLive’s unique "guest account" model provides free-of-charge access to Lofotkraft’s partners and vendors – enabling all to collaborate on projects, share information and join online meetings.

Reduction in confusing email threads and elimination of version control issues.

Because all LotusLive services are integrated and available from a single dashboard in the IBM cloud, Lofotkraft and its partners can easily collaborate and meet anytime, anywhere – strengthening relationships.

Client Solution



Roxanne Reynolds-LairChief Information Officer

Fashion Institute of Design & Merchandising


Why IBM for social business in the cloud

IBM Delivers NEW business valueConnecting social and collaborative capabilities across all business processes

IBM delivers social solutions that connect you to people both inside and outside your company

Open Approach to innovate at the speed of the open Web

IBM deliver Social Business either on premises or in the cloud Hybrid model for deployment

Expand the enterprise security & Integration to the cloud

IBM delivers Trust, Security. Compliance


Social Business

Social businesses are engaged, transparent and nimble


Drive operational effectiveness

Workforce optimization

Expand the enterprise perimeter to the cloud


Drive operational

effectiveness

Optimize your

workforce





Simplicity. Growth. Profitability.

SugarCRM for LotusLive places social business capabilities into the hands of SugarCRM users

LotusLive is a social business platform that delivers cloud-based collaboration tools and social networking services

Sales, marketing, and support professionals can engage with their prospects and customers more efficiently, resulting in shortened sales cycles and increased customer satisfaction and loyalty

Advantage

Open collaboration among employees and with external parties such as customers and partners

Clients looking to increase customer retention, attract new customers and maintain competitive advantage

Target Market

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Cloud forum 2011 s poulley keynote v10

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