Salesforce1 World Tour London: Chatter & Communities

Connected Communities: Drive Business at the Speed of Social

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Today’s Speakers

Lisa Hammitt Salesforce Communities VP Marketing

Paul Risk Chief of Global Applications The Warranty Group

Nicola Band Community Manager British Sky Broadcasting

Third Wave of Computing: “Internet of Things”

LAN/WAN

Client

Server

Millions

SNA

Mainframe

Terminal

Thousands

LTE

Cloud

Social . Mobile . Cloud . Connected

50 Billion Connected “Things”

Behind every is a customer. thing device

lead opportunity

app post

sales meeting

chat

quote

community

6

Become a Customer Company: Connect to the Internet of Customers

Connected Employees

Connected Partners

Connected Products Connected

Apps

Connected Customers

Social Mobile Cloud

Salesforce1: A Customer Platform & App Built For Everyone

Business Success Rests Upon a Complex Ecosystem

Customer

Services Partner

Reseller

Employee

Prospect Dealer

Supply Chain Partner

Vendor

Reseller

What if you could re-imagine every touch point,

connecting your business data to members outside of the

enterprise ?

for Sales for Marketing for Service for Any Experience

Joint marketing and selling

Partner recruitment and

education

Deal management

Customer self-service

Collaborative case

resolution

White-glove premium communities

Campaign management and alignment

Centralized agency

management

Prospect engagement

Products treated as community members

Product co-creation with

customers

Intranet replacement with social experience

communities

Community 1: Self-Service Community

Community 2: Partner Community

Community 3: Company Community

Community n: Any Community

Business Data

Cases

Embed Data in Any Community To Drive Productivity

Service Community

Partner Community

Employee Community

Any Community

Salesforce1 Platform

Why Salesforce Communities…

At Sky we want to offer the best service in the UK and we will do this by working together as one team, making things brilliantly

easy for our people and customers; while staying at the top of our game.

Directly employing 28,000 people and supporting a further 115,000 jobs in 27 locations throughout the UK, Ireland, Bulgaria and India; our

people are at the centre of everything we do.

With over 4000 members of our team working out in the field and never stepping foot in an office, senior leadership need more than ever

to stay close to their teams right across the UK, Ireland, Bulgaria and India we needed a solution to bring our people closer together,

Chatter really enables us to Connect.Collaborate.Communicate.

Why Salesforce Communities…

“Leaders and Managers don’t know where to go to find answers once they have exhausted knowledge resources and informal contacts”

“ What are our engineers doing? We can never get a hold of them and we seem to be working for two different

companies”

“As we grow our business, geographical challenges presented themselves”

“I want to be able to speak to my colleagues in our Partner sites but can’t because they don’t have email”

“What are the senior managers and directors up too? I feel like they don’t know what happens here”

15

From Adoption to Addiction…

It’s a Numbers Game

9 Million logins since launch

On average 32,600 posts

per month

On average 54,200

comments per month

28,168 users

99.5% users logged in at least once in the last 3

months

36,384 @ mentions in the

last month

2,046 topics used in the last

month

499,110 Follows in the last 3 months

What do Sky people use Chatter for?

20%

10%

24%

24%

16%

6%

Customer Product Comms Team Content Social

Usage by Community

Contact Centres and Our Strategic Partners •  Customer Operations are our biggest user base (14,000 people)

•  For our Strategic Partners, Chatter is the only way for them to communicate across all locations

•  Nominated experts and moderators on all sites and clear group structure

Home Service & Supply •  Our field based engineers are quickly becoming our most active user group

•  Access via iPad application only

•  The first time engineers have been able to communicate directly with the customer operation, working

together as one team.

Corporate Users •  The steady growth in usage in this community has been driven primarily by the integration with today@sky

•  Technology and Sky Business, have adopted the tool widely, using it to drive regional sales performance and

aid communication in large scale programmes.

The Group Anatomy

Team Groups

Department

Groups Product Groups Content

Groups Knowledge

Groups

Noticeboard

Groups Groups

Here at Sky we have a strong group culture with the majority of our posts being made in groups as opposed to profile pages. With 650 Private groups; collaboration if rife among

projects and teams and with just over 400 Public groups, the information is free flowing.

Going Mobile: Communities in the Field Our 4000+ field engineers exclusively use iPad mini’s as their main access to Chatter; a large number

of our population will never access Chatter via a browser. The iOS Chatter application is central to

everything our Home Service & Supply teams do, It is important that we can deliver them the best

technology possible

This brings our field staff in direct contact with the rest of our Customer Operations population for the

very first time.

Communities@Sky

Expanding our Chatter network bringing in our key suppliers – UTL.

Allowing us to create our own mini communities with in our Chatter

organisation.

It’s all about getting quick answers to simple questions, answers that we

didn’t have access to before.

Communities@Sky One of Sky’s favourite Chatter stories, where a Help Forum advisor found an unusual installation issue complete with illustrations from the customer. After

reaching out to the community, an ingenious solution was designed and tested by an engineer. More illustrations and photos followed to give our customer

the answer he needed.

Communities@Sky

A heart-warming example of what Chatter can achieve. An

engineer made an emotive plea to give a struggling, but loyal

family a little helping hand. Their son had been diagnosed with

leukaemia and money was tight…

Advisors offered what they could before the director of Home

Service and Supply stepped in to give the family a fantastic deal.

He even arranged for the job to be given back to Steven so he

could finish what he started, All this in under 12 hours on a

Friday night.

498 likes and 234 comments were a massive outpouring of joy,

bringing everyone together, showing how doing the right thing

can unite us all.

Charlie Chatter, The Moderators and The Rockstars Chatter Community Team

•  1 Chatter Community Manager and 3 Chatter Community Leaders

•  Responsible for protecting the integrity, value and purpose of the Chatter@Sky Community

Chatter Moderators

•  Network of almost 100 Moderators across all areas of the business

•  Federated Moderation culture – every user has responsibility for the community

•  Very Small number of posts removed each week <6

•  Standard disciplinary procedures apply and Chatter is covered by our IT Acceptable Use Policy.

Chatter Rockstars

•  Prolific Chatter users who use the tool day in, day out and regularly share best practice

•  Provided short training sessions and regular behind the scene hints from the Community team

•  Providing light touch moderation, steering and directing users to the correct groups or source of

knowledge

Chatter Community Team

Chatter Moderators

Chatter Rockstars

Group Owners/Team Leaders

The Benefits of Communities

Return on Investment is notoriously tricky with social solutions; we like to think we see our key benefits in:

People Satisfaction

This is equally as important as customer satisfaction at Sky – We want people to live and breathe our values and believe in our brand. Chatter gives us

a real time temperature check insight into how our people are feeling – what’s exciting, frustrating or confusing them, this enables us to deal with issues

quickly and publicly creating a truly open and transparent culture.

Customer Resolution

We have a number of metrics at Sky measuring how effectively and efficiently we resolve customers queries. Chatter is an enabler to improving key

areas e.g. enhancing our knowledge bases as a result of Chatter conversations, reducing the time taken from query to resolution by allowing our people

to connect and work together.

Brand Awareness & Advocacy

By creating a space where everyone from our engineers to our strategic partners can

connect with our amazing content, talent and community initiatives everyone feels apart of Sky.

The Future @ Sky At Sky we are always evolving our business our Chatter communities really allows us to do this and to ensure that we are providing the best service in the country.

Bringing our Sky Business Team and their customers closer together – allowing them to connect in the community with real

time conversations. Allowing our Sky Business teams to manage their accounts on the go with Salesforce1.

Our innovative new Internet TV Service, changing the way we do Customer Service by utilising Online forums, Live Chat services and

knowledge bases all powered by our community platform. Bringing our people and customers closer together than ever before.

Sky Tickets, providing tickets to major sporting events through out the UK and Ireland. Our Salesforce community allowing us to manage

our customers contacts like never before and collaborating as one team through our Chatter community.

Japan Malaysia Mexico New Zealand Peru Poland Portugal Romania Slovakia South Korea Spain Sweden Switzerland The Netherlands United Kingdom United States

©2014 The Warranty Group, Inc. | thewarrantygroup.com

A leader in service contract underwriting and administration.

Japan Latvia Mexico New Zealand Norway Peru Poland Portugal Romania Slovakia South Africa South Korea Spain Sweden Switzerland The Netherlands Turkey United Kingdom United States

Argentina Australia Austria Belgium Brazil Canada China Colombia Czech Republic Denmark Estonia Finland France Germany Greece Hungary India Ireland Italy

Countries active Global strength   $4.9 billion in assets

  100+ million in-force agreements

  10+ billion in claims paid

  1800 employees

  Local market execution

  Extensive regulatory experience

  Customer care and claims admin.

  Underwriting & development

The Warranty Group

Current Situation

•  GOAL: Ultimately, we will want a single admin system, capable of handling any type of warranty product TWG sells, be it Auto, A&T, Specialty Services, Reinsurance, etc.

•  Today, administrative functions distributed among many systems globally •  No economy of scale •  High support costs in some countries, such as US

–  IT development staff –  Hardware infrastructure –  Licensing costs for the hardware and support software

•  Each system has been mostly designed in a vacuum to support a specific client(s) or country •  Data is distributed across multiple systems

–  No easy or cost-effective way to consolidate or report on the data •  Historical tendency to build IT systems rather than buy packaged solutions or platforms

–  Most “innovative” ideas come from our clients, who got them from our competitors –  High entry cost for cutting edge tools, such as mobile, tablet, social

Steps to the Cloud - How did we get there?

•  6 month self-contained projects •  Value delivered at each project •  Fixed, predictable cost and ROI for each project •  Can be run in parallel •  Investment capitalized every 6 months

•  Business focused approach •  Made IT taste & feel the business

•  Key to success: integration

Bleeding Edge

Primitive Average Leading Edge

Laggard

Jan 2013 Where we need

to be

Our Competitors

Jan 2014

June 2014

Jan 2015

June 2015

Jan 2016

June 2016

Technological Positioning

30 Key Takeaway: Stick to core competency – let SFDC innovate.

From Legacy to Cloud

31

CPQ Rates &

Documents

Transactional Accounting & Invoicing

P/S

Integration

Rates CPQ Finances

Claims/ Fulfillment Contracts Orders

Key Takeaway: Reduced total # of vendors from 30 to 6

Our User Based Future

Communities for Service “How many times can you say that you saved over $5M and increased sales by more than 25%.” – Paul Risk, Chief of Global Applications & Architecture, Warranty Group

Worldwide Partner Community: Connecting thousands of dealers But it’s MORE than service: •  Channel engagement •  A rewards system •  Pipeline visibility •  Segue to customer engagement •  Executive monitoring

Transformation in a Year – Inside Out – The Entire Team •  Day 1: “You’re crazy!” •  Day 45: SFDC demo •  Day 90: Deloitte analysis •  Day 150: GLOW (Global Warranty) project kicks off •  Day 180: VIP, FileTracker, Nissan projects kick off •  Day 240: VIP launches •  Day 270: FileTracker, Nissan Launch •  Day 280: GLOW Argentina kicks off •  Day 310: GLOW Phase 2: projects 2, 3 & 4 kick off •  Day 335: CEO declares “We are ‘All in’ on SFDC” •  Day 365: GLOW launches

Changing IT Mentality to Focus on Users

=

Distributed IT

Creating the Future Organization Grand Poobah

Head Honcho

Lifer Overseer

Big Cheese

Chief Slavedriver

Pessimist

Skeptic

Non-believer

Dinosaur

Fan of paper

Clueless

Peon

Doubter

Heretic

Downer

Likes Oracle

Cynic

Visionary

Inventor

Analyst

Admin

Guru

Guiding Light

Master

Sage

Architect

HR Transformation – All In

Burn the Ships – No Going Back

Business Impact

•  Product Launch time: reduced from 45 to 5 days •  Sales increased by 25% •  Enables B to C •  New sales channels •  Minimal cost and time to add new customers •  Cost (implementation, licensing, etc.) ~$3 million

•  Big win: IT net savings alone = $4.1 million annually •  Bigger win: Net savings in business - can eliminate an entire call center facility = $2 million annually •  Next big win: More net savings in business - can eliminate an entire department = $1.5 million

annually