Enrich your customer experience by socialising it using IBM Connections

Enrich your Customer Experience by socialising it using IBM Connec9ons

PatrickHeinzelmann,HarbourLightLtd.HeikoVoigt,HarbourLightLtd.

Aboutus...

IBM/MSSkillsSales&Dev.Europe

AdobeAEM/IBMSkills,SalesNorthAmerica

AdobeAEMSkillsDev.&SalesEurope

AJointVenturetobuildintegra3onproductsbetweenAdobeDigitalExperienceSolu3onsand3rdPartySo>waresolu3onsfromIBMandMicroso>.

Agenda

WhatisaSocialCustomerPortal?(1)•  IntegralPartofaWebsiteorCommerceSite•  Extendsthevalueofyourwebsitebyaddingpersonalizedcontent•  IntegratesinteracLoncomponentsbetweencustomersandyour

organizaLon•  Seamlesslyembeddedintoyourwebdesignandlayout•  EasyaccessforcustomersorpotenLalbuyersbysimplelogin/

registraLonprocesses•  Usecases:

•  Support•  PostSalesProcesses(Invoices,Q&A,OrderManagement)•  CommunityBuilding•  Pre-Sales!

WhatisaSocialCustomerPortal?(2)CustomerWebsite

CustomerPortal

CommerceSite(s)

SocialElements

Profiles

Forums

Blogs

Files

CommuniLes

Wikis

ProductrelatedUser

related

AcLvityStreams

Intranet

Weonlyneedindvidual

componentsfromthe

SocialElementslist.

Wearrangeandpos

i3on

themusingthewebcontent

managementsystem.Social

Componentscanbecreatedby

endusersandcontentauthors.

ANALYTICS

TheSocialCustomerPortal–SomeBuildingBlocks

CustomerPortal

CommerceSite(s)

Profiles

Intranet

Profiles:•  FedbyallthreemainenLLesoftheportal•  ContainsPersonalDataforallusers•  ContainsSaleshistoryandthingslikedeliveryopLonsfromCommerceSites•  ContainsSocialProfile•  BaseelementforCommunityBuilding!•  Shouldcontainintranetusersoratleastallprocessrelevantintranetusersaswell

TheSocialCustomerPortal–SomeBuildingBlocks

CustomerPortal

CommerceSite(s)

Files

Intranet

PersonalFiles:•  Invoices•  Orders•  Return/DeliveryHandling•  Updates•  LeZers•  SupportFiles

Communi3es:•  PresentaLons•  SupportFiles•  Handbooks/DocumentaLon•  Colletral•  3DPrinLngTemplates•  Pictures•  Videos

TheSocialCustomerPortal–SomeBuildingBlocks

CustomerPortal

CommerceSite(s)

CommuniLes

Intranet

UserCommuniLesProductCommuniLes

•  BrandBuilding•  CommunityBuildung•  Experience!•  Support•  Discussion(Users,Support)•  MarkeLng•  Sales•  ProductManagement

•  BrandBuilding•  CommunityBuilding•  Experience!•  Up/Cross-Selling•  Sales•  MarkeLng

JointDevelopmentCommuniLes

•  Productrelated•  CustomerLoyalty•  TechSales•  Engineering•  Development•  Sales•  GuestAccess

TheSocialCustomerPortal–SomeBuildingBlocks

CustomerPortal

CommerceSite(s)

AcLvityStreams

Intranet

CommuniLesPersonal

•  PersonalInteracLon•  Likes,MenLonsonpersonallevel•  Personal&CommunityContent

•  TargetedtoAudience•  Allrelevantnewsinacommunity•  Maybemoderated

TheSocialCustomerPortal–SomeBuildingBlocks

CustomerPortal

CommerceSite(s)

AnalyLcs

Intranet

360°viewon:•  Whataremycustomerstalkingabout?

•  Whatdotheyaskfor?•  Whatelsedotheyneed?•  Whoaretheytalkingto?

•  WhataretrendingtopicsinSupportandProductCommuniLes?•  HowistheBrandLoyaltyformyproducts/company?•  WhereiscommunicaLonlacking(inandout)?

Demo-NamingthePlayers...

CustomerWebsite

CustomerPortal

CommerceSite(s)

SocialElements

Intranet

ANALYTICS

WebContentManagementSystemAdobeExperience

Manager

AdobeExperience

Manager

IBMWebSphere

Commerce

AdobeExperience

Manager

AdobeExperience

Manager

IBMConnecLons

&Domino

IBMCognos&Tealeaf

IBMSecurity

OurTechnicalDemoEnvironment

AdobeExperienceManager

Conten

t

Conten

t

Content

OAuth2SAML2.0LTPA

ExternalUserRepository

IMPRISISSTS

ID Token

3rdPartySystems(IBMWebSphereCommerce,IBMConnecLons,IBM

Domino)

InternalIDP

InternalUserRepository

WebUser

Register/Authen3cate

IDP,IBMFIM

Valida3on

WebServices/REST

Demo–Whatyouwill/should/mightsee...

Login

PersonalDashboard

ForumQuesLon

ProductCommunity

Forum

ForumResponse

Customer InternalUsers

FilesLinktofiles

Like,Recommend

Thethingstotakehome...•  ASocialCustomerPortaldeliversahugedifferenciator

betweenyouandyourcompeLtorregardingcustomercommunicaLonsandcustomersaLsfacLon.

•  ASocialCustomerPortalwithBrandLoyaltyProgramsandCommunityBuidlinggivesyouinsightintoyourcustomersdemandsbeforetheyactuallytellyouverbally.

•  ASocialCustomerPortalcanbebuiltfromstandardso`warecomponentsgivingyouaquickLmetomarketandaquickROI

•  Andlastbutnotleast–yes,IBMConnecLonscanlookpreZyaswell!

Thankyou!

Contact:HeikoVoigt:

Heiko.voigt@harbour-light.com,

twiZer:@SITGmbH

PatrickHeinzelmann:

patrick.heinzelmann@harbour-light.com

twiZer:@pheinzelmann

twiZer:@imprisis

hZp://www.sit.de

hZp://www.antegma.de

hZp://www.harbour-light.com

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