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    Industrial Mold & Machine Turns Major Problem into Rousing Success

    Industrial Mold & Machine (IMM), a manufacturing plant that creates metal molds that make plastic parts, was recently featured in its local Ohio newspaper for solving its long-term problem: improving communication and collaboration on the manufacturing floor.

    Socialtext was customized to meet IMM’s specific needs, and employees were informed that use was completely optional, but could prove useful. IMM simply placed tablets, with full Socialtext access, on the manufacturing floor, and a few eager employees paved the way for widespread use.

    The first year results were positive, with production increasing by 20% and labor costs decreasing by 40%. Even now, IT Manager, Larry Housel, sees the difference on an individual level.  Recently, Housel needed details on an order’s progress for a customer. Within a few minutes, he was able to contact the station that was completing the order, request a photo, and pass that photo along to the customer, to offer real-time progress on the order.

    We’re excited to hear that Socialtext still serves IMM well and wish them continued success! Click here to read the full story of how Industrial Mold & Machine transformed a big obstacle into a big win.

    Learn How Southeastern Railway Achieved Gold-Metal Success with Their Social Intranet

    Can a social intranet dramatically improve operations and productivity in your company? The answer is YES.

    Southeastern Railway

    Chances are you’ve had the experience of waiting on a train platform and the train doesn’t show up or the day is filled with rampant delays and the messaging of what to do next isn’t provided. Imagine having to deal with those transportation scenarios in a city that is hosting the Olympics? Well gleefully those potential nightmares didn’t happen when the city of London hosted the 2012 Summer Olympic and Paralympic Games. The UK’s premiere passenger rail service, Southeastern Railway, was operating seamlessly and successfully moved 7.7 million people over 16 days. Southeatern’s stellar achievement is attributed to the implementation and management of Workforce, its social collaboration platform powered by Socialtext technology.

    Download this case study and learn how Southeastern Railway is moving at award-winning pace due to social collaboration across the enterprise.

    Socialtext Customer McKesson Earns a Spot on The Brainyard’s List of Top Seven Social Business Leaders for 2012!

    Pop the champagne! I’d like to congratulate Tim Kelly, Executive Director of Customer Support at McKesson on being named as one of the Top 7 Social Business Leaders for 2012 by InformationWeek’s The Brainyard. McKesson is a long-time Socialtext customer. We (and I personally) have developed a close relationship with Tim and are proud to be a part of the company’s success in helping McKesson’s employees, VARs, and customers collaborate effectively.

    Part of what I love about McKesson’s use of Socialtext is the precision with which they are able to measure its impact. McKesson’s Socialtext implementation spans both internal stakeholders (employees) and external stakeholders (VARs and customers). It’s generated impressive ROI:

    • Average time to answer customer calls has decreased 66 percent
    • Same day resolution of concerns from customers has improved 12 percent

    A deeper look into McKesson socializing customer service to drive business value can be seen in our recent free whitepaper.

    In the feature article, 7 Lessons from Social Business Leaders, editor and key industry influencer David F. Carr explains why Tim was considered:

    Measuring the performance of social initiatives against quantifiable metrics lets companies see what’s working and what needs to be fixed. Hard numbers can also be useful in terms of getting people–internally and externally–to buy into the use of social tools. It’s one thing to say that employees should use social technology because it will improve collaboration; it’s more powerful to tell, say, customer support representatives that the technology has been proven to reduce the amount of time they will spend on each call.

    This shout out to Tim for McKesson’s use of Socialtext to better workforce collaboration within the company just goes to show that with metrics like this, there is little argument that enterprise social software can deliver dramatic, measurable business benefits. We look forward to growing our relationship with McKesson, and all of our customers, on the path to creating truly social businesses.

    Congratulations Tim!

    Get Out of the Customer Service Blues and into Customer Service Success!

    Socialtext has written a free white paper around socializing customer service to drive business value. Even if you aren’t in the customer service business or use call centers, we feel that you should take a look as many of these principles apply to training facilitation, cross-functional communication across the enterprise or within departments and heightened access to information that makes getting work done in any category easier to execute.

    Enterprise social collaboration is where it’s at and we want you to hear from the those (McKesson, Ogilvy) that have experienced impressive ROI’s from using Socialtext to optimize their customer success goals.

    As you can imagine, any consumer with an internet connection has the power to make or break your brand. Call centers are the front lines by which your customers interact with your company and are ever more important because of the amplification a public complaint can have. So what if there were a better way to manage call centers so that they have immediate access to every answer a customer needs to solve their problem? What if you could train your call center employees with one click to essential materials and training videos? What if you could dramatically reduce resolution time and increase alignment with sales initiatives? Well you can!

    Here’s a peek into some of the numbers:

    Within three months, McKesson saw improved Average Speed to Answer with a 67% reduction from 33 minutes to 11 minutes; Saw Average Handle Time improve with an 11% reduction from 22 minutes to 20 minutes and an 11.75% improvement in Same Day Resolution (SDR) which was largely influenced by their use of Socialtext. Well that’s impressive.

    If some of your goals are to:

    • Streamline agent engagement with campaign content and teams
    • Optimize dialogue for effective sales and offer conversions
    • Increase team collaboration and knowledge sharing
    • Improve and optimize sales agent performance

    …and you want to learn more from two top Socialtext users, backed by expert opinion from Kate Leggett, Forrester Research’s leading expert analyst on customer service technologies, then download this free white paper and see how you can move into social and positively impact your organization with successful results.

    At Socialtext, we believe the best answer to managing call centers is through an enterprise grade social platform with the connectivity and collaboration features your employees expect coupled with the security and flexible deployment options that lets you get work done with ease.

    Security, one-touch access, social collaboration, activity streams and more all in one platform — now that will make any customer smile!


    Thank You IMM for Real-Time Information Revolution Webinar!

    We want to say thanks again to Wendy Wloszek and Larry Housel of Industrial Mold & Machine (IMM) for another great webinar! They did a fantastic job of revealing how the manufacturing industry is leveraging collaborative tools in a big way, and the ROIs that are being realized with both executives and workers on the shop floor.

    IMM is paving the way for pushing new technologies to make information sharing and communication in an industry that is considered ‘old fashioned’ easier. In a field where the apprentice journeyman relationship is critical for future company success, with use of collaborative integration and mobile access to information, their workplace has been transformed.

    Every employee is equipped with an iPad for access to IMM Connect, their name for the Socialtext platform that resides behind their firewall, enabling information to follow material at all times, which expands IT to the shop floor. The extensive use of Socialtext Page Tracker widgets allows IMM to visualize and coordinate workflow. Now experts and apprentices alike have access to plans and schematics anywhere to streamline the process of editing and adapting to changes. According to President Wendy Wloszek:

    Collaboration is how you turn an underperforming employee into a companies’ asset, creating a system where everyone can be a winner within. We always try to view the uninformed or unskilled as a challenge to create an environment where they can be successful. Converting the expertise of industry veterans into information that can be redistributed to others in need of it has been area that we have had success since implementing Socialtext.

    They have also integrated new technologies in 3D design software, providing employees with a simplified view into what they are building. Being able to watch shared 3D animations of color coded schematics of molds, makes it that much easier for expertise in the field to spread through their organization.

    Overall, it’s an encouraging story of how enterprise 2.0 along with other technologies can be used to move the needle for workers outside of office buildings on the manufacturing floor.  Watch the webinar, The Real Time Information Revolution – Coming to a Tool Shop Near You, You can see a replay of the Webinar here.

    Also, IMM’s Larry Housel, Head of IT has been nominated as a semifinalist in the Constellation SuperNova Awards! Vote for him to win this prestigious award here.

    Socialtext Invites you to Join Industrial Mold & Machine’s Case Study Webinar

    Industrial Mold & Machine (IMM ) (Twinsburg, Ohio) is one of those companies that works quietly in the background of American business, yet whose work touches the lives of millions of consumers each day. As the name might suggest, the company makes metal moldings for a variety of manufactured products, helping shape things like plastic cups, playhouses, sleds, milk jugs or kitchen utensils (to name just a few).

    When it comes to innovative use of technology and information, Industrial Mold & Machine has become a poster child that many tool shops are now trying to emulate. Since the company has implemented Socialtext into their daily activity flow, it is now paving the way for manufacturing to leverage social in a way that has never been done before.

    According to Larry Housel, Knowledge and Information Manager, Industrial Mold and Machine is using their Socialtext platform to serve its customers faster and better. Since its adoption, Socialtext has reduced their cut time (productivity cycles) by 20% and decreased labor costs by 40%; Benefits that are accelerating their business and turning heads.

    Join this case study webinar and learn how Industrial Mold is able to:

    • Improve shop floor productivity with real-time access to information
    • Eliminate paper-clogged process bottlenecks that slow down production
    • Enhance communication and collaboration throughout the company
    • Bring employees and apprentices up-to-speed with knowledge at their fingertips
    • Utilize social networking to bridge the divide between office and shop floor workers
    • Elevate productivity, quality, and responsiveness to customers

    Presenters include:

    Wendy Wloszek, President

    A seventeen year industry veteran, Wendy Wloszek started her career with Industrial Mold & Machine as a Mold Designer, then promoted to Engineering Manager and progressing to Head of Operations before assuming the role of President. Wendy has been a driving force behind the company’s extensive adoption of cutting edge technologies to streamline information flows and production processes. Wendy is also a Board member of AMBA (American Mold Builders Association) and MAPP (Manufacturing Association of Plastics Processors) and a sought-after speaker at industry events.

    Larry Housel, Head of IT

    Larry Housel is a visionary technology leader who is passionate about leveraging information to give organizations a competitive advantage. Throughout his career, Larry has worked with a range of businesses to deliver LEAN concepts into information systems. While at Industrial Mold, Larry has championed a transformation of the company’s approach to information technology, propelling Industrial Mold into a leadership position in its industry and beyond.

    Live Webinar: Moving Beyond the Knowledge Base to Social Knowledge Exchange

    On August 29th, Socialtext is teaming up with leading analyst firm Forrester Research and partner ClimateWorks, for a live webinar titled: Moving Beyond the Knowledge Base to Social Knowledge Exchange.

    Knowledge sharing continues to evolve within enterprises. In a day-in-age where efficient internal collaboration is crucial to help attract new talent, build company revenue and inspire innovation, the companies that recognize this and continue to push boundaries of knowledge management will maintain their position as industry leaders with a competitive advantage.

    As we embark on regular use of new collaborative social tools, more and more companies will see less of a need for a system of content platform and static document sharing. Instead, having the ability to communicate in real-time has become the norm and enables employees to not only achieve more connectedness under one corporate roof, but connect on a global scale.

    In this webinar, leading Forrester expert Kate Leggett will begin the conversation by providing industry trends and insights on the future of the social knowledge exchange. She will be joined by Sarah Nichols, director of knowledge management at ClimateWorks, which is a foundation dedicated to supporting public policies that prevent dangerous climate change.

    ClimateWorks is an example of successful adoption of social tools and has leveraged its social intranet to:

    • Create a central services portal that connects its global network of non-profits
    • Connect systems of record to systems of engagement
    • Develop innovative UX search and content discovery mechanisms
    • Apply best practices to increase intranet adoption and usage.

    Be sure to join us on August 29th at 10:00 a.m. PT/ 1:00 p.m. ET to learn more about how your company can benefit from implementing a social strategy. Register to save your spot today.

    Social Transformation Webinar, the Wrap-Up…

    In the latest Socialtext webinar, Social Transformation: Accelerating Industry at the Pace of Social, we sat down with esteemed author and principal MIT research scientist, Andrew McAfee. We also had the pleasure of bringing in the President of Industrial Mold and Machine (IMM), Wendy Wloszek, accompanied by Head of IT, Larry Housel. This session addressed the impact of social collaboration and communications technologies on the modern industrial landscape, and an exciting illustration of its successes with an in-depth testimony from Industrial Mold.

    As one of most influential IT innovators, and recent author of The Race Against The Machine, Andrew McAfee took the time to dive into how the regime change to Enterprise 2.0 alleviates a deep knowledge problem that has held companies back. According to McAfee, “Up until the 2.0 era, there was not a lot of headway on solving this problem.” Technologies in place were too structured, centered around documents rather than people. Enterprise 2.0 was designed to accommodate a simple yet effective alternative for business needs, enabling easy navigation and attractive usability for employees to get work done.

    “Humans are deeply social creatures, and should use technology to build a digital glue among people. Changing the philosophies of the workplace, and views of a knowledge worker to be more social and mobile, is very powerful and shows significantly better business results. “

    Companies now have the ability to work outside of the cubicle and, although physically distant, have a platform to be more connected than ever and share knowledge with everyone in a simple way. As McAfee states, this allows workers to “draw on the strengths of everyone,” as well as “convert tacit knowledge to explicit knowledge through dialogue and sharing original experience.”

    View more presentations from Socialtext

    IMM shared their story about how they leveraged Socialtext to address and improve core communication issues on the production floor, validating the viewpoint shared by Andrew McAfee and all of us at Socialtext; that social collaboration works!

    The challenge at IMM was keeping IT simple for the workers, allowing apprentices to connect with their experienced leaders and facilitating teamwork with digital collaboration.  This video shot by the team at IMM shows just how immersed in the production process social software has become.

    Additionally, the platform provides the infrastructure for IMM to train the next generation of apprentices, which is nothing short of imperative in this line of work. According to President Wendy Wloszek:

    Collaboration is how you turn an underperforming employee into a companies’ asset, creating a system where everyone can be a winner within. We always try to view the uninformed or unskilled as a challenge to create an environment where they can be successful. Converting the expertise of industry veterans into information that can be redistributed to others in need of it has been area that we have had success since implementing Socialtext.

    Overall it’s a fascinating story of how enterprise 2.0 technologies can be used to move the needle for industry and workers outside of office buildings and on the shop floor.  Watch the webinar and hear for yourself by registering here.

    Social Transformation: Accelerating Industry At The Pace Of Social

    Leading up to the Enterprise2.0 Boston Conference, Socialtext will be hosting a free live webinar on June 6th at 10am PDT. The webinar, Social Transformation: Accelerating Industry at the Pace of Social, features E 2.0 Keynote speaker Andrew McAfee, whose new book, Race Against the Machine parallels the experiences and successes of Socialtext client, Industrial Mold. This is a unique story as while social software usage has grown tremendously among the traditional enterprise and businesses workforce, it has not yet been fully leveraged in the industrial landscape or other more traditional industries.

    Why and how would an assembly line worker or machinist benefit from such a tool? Can a social software platform really reinvigorate an embattled industry sector and keep jobs close to home?

    For Industrial Mold, the connection of information to the manufacturing floor is essential. Yet until implementing social software, that information was primarily stored in the heads of expert mold makers (a highly skilled yet aging workforce) with little to no connection between the front office and the manufacturing process.  The executive team at Industrial Mold knew there was a better way to connect information with the manufacturing process as well as create an environment that would appeal to new recruits. With goals of serving their customers faster and better,  Larry Housel, Industrial Mold’s Knowledge and Information Manager, looked into software systems that could transform their workplace. With employees residing both in offices as well as the shop floor, Larry and his team wanted a central easily searchable place for where order information, learning and training materials could be accessed.  It was also important  to be able to ask questions of peers, and share information with the company openly.

    Leveraging human capital with technology innovation is now necessary in the industrial workplace as “Organizational and institutional innovations can recombine human capital with machines to create broad based productivity growth, ” as noted in Race Against the Machine.

    In this webinar, we’ll be hearing from leading E2.0 expert Andrew McAfee about the intersection of technology and human capital and directly from Industrial Mold executives about how they’ve applied Race Against the Machine strategies to see significant impact to their business KPI’s as well as serving as a recruitment vehicle for a younger workforce.

    Join us on Wednesday, June 6th at 10am PDT for this free webinar to learn more.

    Socialtext and Southeastern “Go for the Gold” Ahead of 2012 Olympic and Paralympic Games

    Socialtext’s goal has always been to create innovative solutions for breaking down departmental silos which hamper the flow of information and knowledge sharing across the enterprise. Through our enterprise social platform, we have set the stage for our customers to transform their businesses in light of the social transformation that is happening worldwide. When a company’s adoption of social collaboration reaches critical mass, the return on investment of our collaborative tools can be quite significant.

    Today, our vision is being further realized through our expanded partnership with Southeastern, the UK’s busiest commuter railway. In the past six months, Southeastern has leveraged Socialtext Connect, a flexible and robust developer toolset built on our REST API that enables developers to socially enable existing systems of record, such as ERP, CRM, or content management systems. The Socialtext solution, now integrated into the Southeastern infrastructure, enables employees to access train status information on the fly, in real-time with visibility across the entire workforce. By providing Southeastern with a more efficient way to share knowledge, expertise, ideas and information, the company can more quickly respond to change and serve their patrons effectively.

    The enthusiastic adoption by Southeastern’s employees has paved the way for Socialtext to spark connectedness and information sharing companywide. The stage was set for Southeastern with “employees regularly asking for social networking tools to engage and share information with their colleagues,” said Sarah Boundy, Southeastern’s Head of Communications and Publicity.
    Boundy further explains:

    Our customers demand accurate information quickly, so it’s vital that our staff is connected to each other and have fast access to real-time information in a rapidly changing environment. Sharing knowledge and expertise with colleagues is key and with our original pilot program, Socialtext allowed us to do this in a quick and efficient manner. We look forward to rolling out this successful service to all of our 3,800 employees in the coming weeks.

    We look forward to participating in Southeastern’s success, especially in light of the upcoming London 2012 Olympic and Paralympic Games, beginning on July 27, 2012. This is going to be a great opportunity for Southeastern to put enterprise social collaboration into action, with an anticipated 20 percent increase in passengers. Utilizing Socialtext to provide real-time visibility and flow of information means operation fluidity and timeliness during such an honorable and exciting occasion.

    About This Blog

    Weblog on gaining business results from social software.

    On this blog, Socialtext staffers and customers explore how companies can gain the most business value from their use of enterprise social software, including microblogging, social networking, filtered activity streams, widget-based dashboards, blogs and wikis.


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