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Chatter @ Sky The Journey to Addiction
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.
Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy,
Germany, Austria, the UK and Ireland. We offer the best and broadest range of content, deliver market-leading
customer service and use innovative new technology to give customers a better TV experience, whenever and
wherever they choose.
Directly employing 30,000 people at Sky UK 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.
Who We Are
With over 5000 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, our employee community really enables us to
Connect.Collaborate.Communicate.
Why Salesforce Chatter
From Adoption to Addiction
Testing the Water Dec 2010 – July 2012 Small trial with a group of leaders and managers Best practice sharing between Broadband support Pilot connecting advisors, leaders and engineers
LAUNCH DAY - 11th December 2012 Soft Launch to all Internal employees and Strategic Partners - No Mandatory sign up Activated users reached 7,600 at the end of Day One
Letting Chatter Shine for everyone April – September 2013 The launch of our employee community to our 4000 field engineers who primarily access through Salesforce1 app; pre-loaded on their iPads. Internal recognition scheme ‘Shine’ is now integrated with the employee community (work.com style badging)
Custom Solutions Feb 2014 Implementing a technology solution to allow all our Advisors, Engineers and Retail staff report technology issues direct to the teams.
The Chatter Yak Jan 2013 #AskBob – Senior managers take to the floor in a community Q&A – flattening our hierarchy TalentYaks – building brand advocacy by connecting Sky Talent to all employee community users..
Making NPS Social July 2014 The launch of the NPS exchange, using the Ideas platform to create a best practice culture and using groups to field customer escalations and support.
The Numbers Game
994, 586 Logins in the last 30 days
56, 716 Comments
made in last 30 days
30,035
Posts in last 30 days
27, 937 Active Users
220,880 Chatter
messages sent in April
A post or comment every
18 Seconds
28% Lurker Rate
68,763 Knowledgeable
endorsements
The Community Anatomy
Customer Operations Contact Centres Our main user base currently made up of all contact centre employees including partners at Webhelp, Firstsource and D&G. Current use cases include: • Collaboration between
teams and departments • Real time updated from
Ops control • Internal comms
support/ marketing campaigns
• Customer resolution including NPS exchange
• RADAR application technical support
Home Service and Supply Our second most active user base, mobile app enabled field teams for the first time in contact with support and contact centres at the touch of a button. Current use case include: • Working together ethos
In private group spaces • Advice and customer
resolution through connections with contact centres
• Delivery of briefs and internal Comms
• Crowdsourcing through collaboration
Sky Retail Currently adopting Sky Chatter mainly through mobile usage. Viral on boarding process with clear group structure to be determined on a user driven basis. Use cases to be developed over time include: • Bringing them closer to
the operations • Allowing them to
connect, communicate and collaborate as one team for the first time
• Drive a wider understanding of the business
Sky Corporate (Non CSG) Chatter is also adopted by but not limited to; NOW TV , Sky Business, Technology, Finance and Sky Betting and Gaming. Each area has driven their own adoption locally with the support of the Community Team and therefore has their own individual use case. These are currently made up of 3 key areas: • Connecting – Creating
specialist networks • Collaborating –
Working together as teams
• Communicating communicate changes and updates but also as an Internal Comms channel
Creating Community Addicts
RADAR Custom object Providing solutions to technology issues in response to the community need
NPS Exchange Best practice sharing and customer resolution, coupled with badging
Hobby and Interest groups Building community networks through shared interests across sites and countries.
Making Sense of the Chatter
With a post or comment every 18 seconds it has never been more
important for us to be able to listen to the community.
Surfacing Hot Topics, New Issues, Outages and Trends, whilst
understanding the sentiment and quantifying this information is at the top
of our wish list.
Are we Really Listening?