SocialMedia.orgVideo Case Studies

Laurie Shook

Working Together Better: Case Study on Implementing Enterprise Collaboration

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BlogWellSan FranciscoJune 20, 2011

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SocialMedia.orgCase Studies

This presentation is from

BlogWellNew York

April 17, 2013socialmedia.org/blogwell

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 1

PTE15561 03/13

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

Working Together Better Case Study on Implementing Enterprise Collaboration

Laurie Shook

Verizon Enterprise

April 17, 2013

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2

The Challenge for Large Organizations:

“Two-thirds of [social media’s] potential value lies in improving

collaboration and communication within and across enterprises”

--McKinsey Global Institute

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3

Internal Collaboration Platform: Expected Benefits & Uses

• Who to go to about what?

• Ask the community – Can I sell…..?

– When will X be available?

– Reference customer for X product?

• Celebrate successes

• Customer & project collaboration

• Team sites

• Q&A on all hands meetings

• Live conference updates

• Executive customer visit notes

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4

Strategy & Timeline

Implementing Salesforce.com (SFDC) CRM

application across Verizon Enterprise

Solutions sales force.

Leverage Salesforce.COM Chatter to enable

collaboration within CRM & across

broader organization

Aggressive 90 day launch window

Oct. Evangelists; Nov. Managers;

Jan. Remainder of Verizon Enterprise

Solutions

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5

Launching the Chatter Application

• Launched prior to SFDC

• Established initial adopter groups

• Used to communicate with sales Hero

Community

• Used to track issues during testing

• Created Training video that was a

required course for sales organization

• Developed “chattiquette”

• Executive encouragement

• Weekly Chatter Champion

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6

Observations

• Mobile accessibility is critical

• Sales force equipped with

new iPads concurrent with

launch

• App downloads “reminded”

everyone else to do it

• Desktop client also critical for

ongoing use

• Challenge sustaining

executive participation at high

engagement level

Meet your new best friends: @ and #

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7

Results: Groups

High % Private Groups

Public

Private

50

938

0

100

200

300

400

500

600

700

800

900

1000

Previous Post-Chatter

Example: Product Group Membership

Growth (UCCaaS Team)

More than 3700+

Internal Groups

Formed

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8

Internal Group Diversity

• General Education – Alternative to internal employee

email communication, newsletters

• Customer opportunity – Can serve as meeting substitute

• Product – Community Q&A

• Departmental – Document sharing

• Occasion specific – Tradeshows, collaboration

• System help groups – Hash tags #HELP

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9

0

20000

40000

60000

80000

May

Jun

July

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Measuring Success: Regular Users and Content Creation

0

20

40

60

80

May

June

July

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

% Regular Users

Content Creation

Reached peak at

62% regular users (defined as 13 daily log ins a month)

Achieved goal:

40k monthly

contributions (comments and posts)

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10

Key Takeaways

Link to Existing

Applications

Leadership

Involvement

Simple &

Intuitive

Mobile

Access

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11

Laurie Shook

@LaurieShook

Laurie.Shook@Verizon.com

Learn more about past and upcoming BlogWells

socialmedia.org/blogwell

This video is from

BlogWellSan FranciscoJune 20, 2011

socialmedia.org/blogwell

SocialMedia.orgCase Studies

This presentation is from

BlogWellNew York

April 17, 2013socialmedia.org/blogwell