Findability Day 2016 - SKF case study

henriksunnefeldt

SKF

Capitalising on Enterprise Search – From strategy to analytics by Henrik Sunnefeldt, Programme Manager Enterprise Search

© SKF Group

Present in 130 countries 46,635 employees

Many languages

Vast product assortmentMany IT systems

Many content sources

Many different roles and background

17,000 dealer locations

Demographics

Many time zones

OEM customers

© SKF Group

“Enable reliable business decisions through tailored, secure and attractive search experiences for customers and SKF”

Mission of Enterprise Search programme 2020

Support business

processes

Tailored, appreciated experience

Relevant, trusted info searchable

Drive proactive dialogue with stakeholders

#Queries#CRs from business#Service subscribers

Find scoreUser Value Index#URGsSupport response time

THINK……Find not search

…Programme not Project

© SKF Group October 30, 2007 © SKF Group Slide 7

Enterprise Search@SKF: Programme Overview

S2S S2U

Indexed Content & Linguistics

Personal content

Sear

ch A

naly

tics

Global content

Cons

ume

Cont

ribu

te

S2C

Proc

ess

Findit MediaRepository

Toolbar

Internal

E-business/ E-commerce SKF.com

ExternalMobile

External

App

External content

Service 2 Systems Service 2 Users

Service 2 Contributors

Intranet Media App

Internal

CRM

Core capabilities:’Process a lot of data, quickly and with quality’

Internal

Team content

Q4 2006: 80k queriesQ3 2015: 3.6M queries (excl e-business)

• 16 search-driven solutions• Mainly external usage• Internally ~40% came from Find it! search application

© SKF Group

Index

VSM data

Target group 2

Target group 3

Target group 1

© SKF Group

Search comes in many flavours and gives value to many customers and colleagues

Sitesearch on SKF.com

VSM QR support

600.000 monthly queries46% prefer search over navigate

Dimension search on SKF.com

>70.000 monthly users

Media Finder

>125.000 monthly queries

Find it! Enterprise search engine

>11.000 monthly usersSearch top prio for users

>12.000 queries in Q4 2014

© SKF Group