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    Socialtext Delivers the Right Tools for Sales Success

    Delivering the best customer experience possible is important for any company. Customer service can significantly impact the bottom line – positive support experiences result in new sales opportunities, as well as recurring business. With today’s digital communication tools, maintaining a good reputation can be a challenge. Twitter, Facebook, Youtube, and blogs have given customers the ability to voice their opinion publicly throughout the web. Keeping customers happy is more essential than ever before.

    In our “Socializing Customer Support to Drive Business Value” webinar on Wednesday, March 28th, Kate Leggett, Senior Analyst at Forrester, Timothy Kelly, Executive Director of Support at McKesson Physician Practice Solutions, and Evan Shumeyko, Director Social@Ogilvy at OgilvyOne Worldwide, joined us to discuss how to leverage social software to create social help centers for dramatic reductions in resolution time and increased alignment with sales initiatives.

    In the webinar, Leggett shared that, “Ninety percent of customer service decision-makers say a good customer experience is critical to their company’s success and sixty-three percent think the importance of the customer experience has risen.”

    View more presentations from Socialtext

    Customer service decision makers are often torn between delivering great customer service and balancing operational costs to ensure KPIs, such as average handle time, number of cases handled, and adherence to compliance requirements are all in line. Yet, the biggest challenge support organizations encounter is the inability to efficiently access content. In many cases, there is a vast ocean of content and knowledge available, yet it is often distributed and impossible for a customer service representative to find. Obviously, this creates a less than desirable customer support experience.

    The key to great customer service is communication. Content and experts within the company need to be accessible to those who handle customer issues. At Socialtext, we’re doing our part to increase internal collaboration and give companies the advantage they need to reach sales and customer service goals.

    Socialtext’s social intranet allows communication to be done in real-time through activity and signal streams, and on various channels (or groups). Timothy Kelly discussed how McKesson uses various channels to keep its customer support teams informed including a customer channel, value added reseller channel, process policy and product content channels. Social channels are an efficient way to obtain accurate information quickly and McKesson wanted to implement a strategy that would have their support agents finding information they needed within one to four clicks, max.  Leveraging Socialtext’s activity streams, which are automatically populated with new content from the knowledge base and provide visibility into trending articles, enables McKesson’s support teams to access answers with single one click. Keyword searches, table of contents, labeling products, and a list of all key components to browse are also helpful resources that McKesson has delivered.

    Now that customer service agents have the capability to find the right content to respond to support issues, McKesson is experiencing dramatic improvements in its key metrics across all of its teams. The average speed to answer has decreased 66%, same day resolution has improved by 12% and customer satisfaction is up. Customers now receive faster, better service as a result of McKesson’s support teams leveraging their social intranet. And with a customizable dashboard, agents can sync their interface strategically to maximize productivity.

    Ogilvy’s Evan Shumeyko also presented a use case for a socialized customer support center, in this case consultative sales agents manning the front lines of a top-tier credit card company’s inbound calls for new products and campaigns.  With the challenge of bringing collaborative brand conversations to life inside the call center, Ogilvy turned to Socialtext. With Socialtext, Ogilvy achieved its goal of connecting people, process, technologies, and bringing innovation to the call center in a way that surfaces the most valuable nuggets of information and provides insight into content relevance.

    Through the Socialtext dashboard, Ogilvy was able to create a virtual hub to push out the latest advertising campaigns, identify the informal experts around various topics, transplant knowledge, create call flows and act as a social media listening post.  Not only was the top sales agent the earliest adopter and user of Socialtext, the entire team benefited with an increase of 10% in conversions.

    Customer service decision makers must find a balance between the needs of their customers and their business. Companies can benefit from a significant return on investment from social platforms, such as Socialtext, which allow agents to provide an excellent customer experience and strengthen customer loyalty. Agents can access up-to-date content to solve customer problems in a personalized way. In addition, agents are able to improve service skills, train and communicate about services on a daily basis. With access to the right tools, content and experts, employees can achieve a high level of customer satisfaction that will drive business and close more sales.

    If you would like view a full recording of this webinar, please visit,  http://www.socialtext.com/solutions/webinar-socializing-customer-support.php.


    Motley Fools Collaborate with Socialtext

    Established in 1993, Motley Fool is a true Internet veteran. Harboring many tech savvy employees, the company encountered an issue with siloed information in various disconnected social media tools. Different departments were using Sharepoint, blogs and even Yammer to collaborate on ideas and store information. Unfortunately, this limited employees to only the tools that they were invited to use and there was no way to conveniently share information with the entire Motley crew. The company needed a fresh and simple way to communicate and collaborate company-wide. Sticking with their non-traditional ways, and realizing Yammer was not meeting their needs, the company adopted Socialtext to develop a customized social intranet called, “Jingle” to let their employees easily access and share information.

    Socialtext was fortunate enough to have Anessa Fike and Jeb Bishop from Motley Fool join us recently for a webinar to discuss the many successes Jingle has provided the company. See below slides from the webinar.

    View more presentations from Socialtext

    Since deploying Socialtext, Motley Fool has experienced benefits from increased collaboration and communication, to a significant decrease in noisy email traffic, and improved employee wellness and bonding. Jingle offers employees from different departments and different offices, around the world, one place to come together and obtain the information they need instantly.

    Motley Fool has just scratched the surface of what is possible with Jingle. The company has been able to take advantage of the communication features to reinforce community and corporate culture, develop groups based on shared affiliations and interests, consolidate conversations to allow everyone to contribute, and made it easier to find and share information. On a regular workday, Jingle is open on computers and continuously checked for updates and information. From edits and reviews on documentation, news feed updates or newly added groups, the phrase “Did you Jingle that” is often being thrown around the office.

    Socialtext’s flexible infrastructure allows for customers to customize their intranet Widgets, which Motley Fool leveraged to develop tools for employee access convenience. These dashboard pages include: Quick 360 Feedback, which provides a place for employees to ask for and provide feedback on a work related item; a Quick Start page that offers quick links to get you started on Jingle; and Important Fool News, which hosts links to the top news items for that day. Jingle is proven to be user-friendly and easily adoptable. Although Jingle is being uses throughout the entire company, the technology department has the greatest adoption rate.

    For a company dedicated to its employees, Jingle has provided Motley Fool with a great resource teamed up with a fun element that has brought people together. This is clearly displayed by having groups such as QuarterlyChallenge, in which employees rally together once a quarter to identify and accomplish a company challenge; or the Wellness group, which puts an emphasis on employee health and allows for daily workouts during the workday. Jingle has truly become the core of the company’s collaboration, providing a comfortable space for employees to brainstorm on business initiatives, bond over similar interests, learn about company events and keep up-to-date on news.

    To learn more about Jingle, you can view the full webinar with Motley Fool by registering here.

    ISS Mexico Brings People to the Forefront with Social Intranet

    We’ve been noticing an exciting trend amidst our customer base: They’ve been making their intranets social. We saw a great presentation from the American Hospital Association back in January about how they’ve built a social intranet on Socialtext, and today I’m happy to share the story of another.

    This morning, we published a new case study about ISS Mexico. Headquarted in Mexico City, ISS Facility Service Mexico is the largest and leading integrated provider in Mexico for cleaning, maintenance and catering services, and has 20 offices spread throughout the country.

    I’ll let you read the case study, but in summary, ISS Mexico wanted to provide a place to connect people with relevant colleagues and information, enabling them to adapt key business processes quickly and flexibly.

    Some key takeaways: ISS Mexico has enjoyed great adoption by identifying key business processes that could be moved into their social intranet, ensuring it’s a technology that employees use to perform their best work together.

    “Adoption happened pretty naturally,” Erick Vera, Enterprise Social Media Manager at ISS Mexico, told me. “People were amazed that they could get all this information about their colleagues in other offices that they’d never had before, both what they were interested in, and all the things they’re working on.”

    Enjoy the case study, and let us know if you have any questions about ISS Mexico’s use case or any others. We keep a good well of them here on our customer page.

    Forrester Research: How Socialtext Customer Hayes Knight Built the Social Layer

    Last June, Eugene, our CEO, delivered a keynote talk at the Enterprise 2.0 Conference in Boston called “The Social Layer.” The concept was simple: Social software should be a layer of technology that spans an entire organization, pulling together relevant people, content and systems of record in one easy place. It wasn’t about us or any one vendor; it was about moving the industry forward.

    To do our part, however, we introduced Socialtext Connect, an integration technology that lets you surface critical events from enterprise applications (CRM, ERP, etc.) and inject them into the Socialtext platform, where employees from across your organization can collaborate and take action. To get started, we delivered two pre-built integrations to Microsoft SharePoint and Salesforce.com.

    But Rob Koplowitz, the lead Enterprise 2.0 analyst at Forrester Research, didn’t just have to take our word for it: In his latest research note, Rob and his team featured Hayes Knight, a customer of ours in Australia that has used Connect to integrate key systems of record with Socialtext, including a homegrown job management system (built on Microsoft .Net) and CRM data from Salesforce.com. (The Forrester report focuses on the first system, and we have a blog post on the CRM integration, which enables Hayes Knight to serve customers 50 percent faster).

    When I visited Hayes Knight’s headquarters in Sydney back in November, I remember being amazed at how much they’d done with Socialtext Connect and our REST API. At the time, Jack Pedzikiewicz, our champion there, told me his favorite part of our platform was its flexibility, and this report does a great job of highlighting it.

    A quick except:

    Every trend needs a trailblazer, and in the case of establishing an integrated social layer that facilitates core operation processes, Hayes Knight is at the forefront. A group of companies offering accounting, business strategy, and complex tax services, Hayes Knight makes its living from the production and distribution of high-end knowledge. And it does so in Australia, one of the strictest compliance environments in the world.

    Like most organizations, Hayes Knight has legacy systems in place to handle key business functions. Yet most systems were largely transactional in nature, and Hayes Knight’s work product was anything but transactional. Jack Pedzikiewicz took on the task of turning the culture to one of knowledge capture, sharing, and collective decision-making while maintaining the context provided by the company’s core business systems.

    Pedzikiewicz targeted several of Hayes Knight’s core business processes for the initiative. Bridging the structured business systems and the new enterprise social capabilities through rich and deep integration was the key technical capability. After exploring the capabilities of multiple core business systems, his primary criteria for product assessment focused on the APIs provided to get information in and out of the system. He landed on Socialtext as the best platform to achieve his goals.

    Meanwhile, at Socialtext we’ve remained focused on moving our part of the Social Layer story forward (see an article today in CMSWire). We’ve not only been developing our own features, but we’ve been working with customers in our SocialDev community to help them create the integration they require to run their businesses. The best part of the community is that customers are sharing code and ideas among themselves, without us even having to be involved.

    I know I speak on behalf of the entire Socialtext team in saying that we’re thrilled Jack and his team got the recognition they deserved in this important research note. And we’re looking forward to more social layer stories going forward.

    ClimateWorks Foundation Connects Global Network Partners With Enterprise Social Software

    The ClimateWorks Foundation supports public policies that help prevent dangerous climate change tied to global warming. With network partners across the world, the foundation supports a global team of organizations and experts within sectors and geographic regions where there is the greatest potential to reduce greenhouse gas emissions, including the United States, China, India, Latin America and Europe.

    With teams focused on transportation, energy efficiency, climate policy, forestry and renewable energy, ClimateWorks needed a central, secure place to harness knowledge and share ideas openly across these sectors. To support this effort, ClimateWorks chose Socialtext’s enterprise social software platform.

    The addition of Socialtext is part of a broader knowledge exchange program occurring at ClimateWorks to support their global mission to achieve substantial carbon abatement by the year 2020. Socialtext will serve as a social intranet and private extranet with partners, where ClimateWorks employees and network organizations can connect with colleagues across the globe and access the relevant information they need to achieve their combined mission.

    Like many Socialtext clients, ClimateWorks decided to give their social intranet a custom name: CWKX (ClimateWorks Knowledge eXchange).

    “CWKX provides the toolkit for optimizing the collaborative creation, capture, organization and sharing of knowledge throughout the entire ClimateWorks Network of partners and affiliates,” says Sarah Nichols, director of knowledge management at ClimateWorks.

    Inside CWKX, every group (whether a strategy team, an external network partner, or internal department) has a workspace where members post the latest scientific and technical research, collaborate on important documentation, discuss strategy proposals, ask for and receive expert advice, post updates, or plan regional and sector summits.

    Previously, Sarah says, most of this collaboration was done via ad-hoc methods. People would email colleagues with updates or documents. “Reply-all” emails would include various changes, and it became very difficult for people to find the experts and information they needed in order to do their best work.

    Now that these interactions are moving into CWKX, “we capture critical institutional knowledge that’s searchable, taggable and easy to find later. Important information doesn’t disappear in an email box or languish on a shared drive. Employees send short messages via Signals, and have deep collaboration inside CWKX workspaces.”

    “At any given moment, we want our network partners to be able to pull together the right colleagues and information they need to tackle the incredibly important challenge the world faces with climate change,” Sarah says. “Our new intranet built on Socialtext helps us deliver on that vision.”

    At New York Event, Customers Share How They Leverage Social Software to Improve Business Performance

    In New York on Thursday, we hosted the first of a Socialtext event series that will be taking place all over the country, bringing together Socialtext customers and IT professionals who want to hear the benefits, challenges and experiences of implementing social software.

    Held at the Silverleaf Tavern in midtown Manhattan, our main speaker was Anand Padmanabhan, CIO of NYU Stern. Anand and his team has deployed social software to nearly 10,000 faculty, students, and staff at NYU Stern, fundamentally transforming communication between those constituencies.

    Anand discussed how NYU Stern approached social software adoption: Combine traditional, informational portal technologies with the easy, social tools inside Socialtext. The result: A vibrant social intranet where work gets done at NYU Stern.

    Michael Idinopulos, our vice president of customer success, also spoke during the event. Michael has coined a phrase that has been very popular in both our customer base and industry followers: Social software in the flow of work. His overall point: If social software exists outside of key business processes and the systems a company has in place, it will be impossible for a company to realize its value. Organizations like NYU Stern, he emphasized, identified key areas and pain points that social software could address, which is why they’ve enjoyed great adoption and value.

    We appreciated everyone who attended the New York event and the great conversations that took place. The Socialtext team is looking forward to our next one in Chicago.

    Hospira’s Veterans Day Blog

    Usually I use this space to advocate use of social software “in the flow” of work. I write a lot about business processes, workflows, incentives, and IT integration. Today I want to talk about something completely different.

    Yesterday, medical devices and specialty pharmaceuticals leader Hospira created a Veterans Day Blog on their internal Socialtext implementation. It was something of a departure for Hospira, who typically uses Socialtext for “in-the-flow” things like IT collaboration, HR information, and professional development. The Veterans Day Blog wasn’t “in the flow” at all. Whoever set it up was simply creating a space for colleagues to share their thoughts and feelings on Veterans Day. No workflow, metrics, no ROI. The blog was active for one day.

    What a simple concept. What a powerful result.

    Dozens of Hospira colleagues contributed. Parents sent wishes to children deployed overseas. Ex-soldiers gave shout-outs to comrades still in the service. People remembered parents who had served. Veterans explained when and where they had served. People recognized Hospira colleagues working with the armed forces overseas.

    Most posts came from first-time contributors. All were personal. The cumulative impact was deeply moving.

    In this age, especially in the technology business, it’s easy to get swept up and carried away by the flow of work. I’m personally grateful to Hospira’s Veterans Day Blog for reminding me once again that work is all about people.

    Why Professional Services and Consulting Firms Are Embracing Enterprise Social Software To Better Serve Clients

    One key aspect of social software rests its flexibility, a quality that allows it to be utilized by a variety of industry verticals to improve business processes and facilitate enterprise wide collaboration.

    Following our announcement that highlighted how media & publishing customers have harnessed social software to turn disruptive market conditions to their advantage, today I’m happy to share the stories of innovative companies in the professional services and consulting arena who have done the same.

    From executive recruiting firms to digital marketing companies, these companies use social software to share knowledge internally, coordinate more effectively on projects and ultimately serve customers faster.

    Companies such as Egon Zehnder, Ogilvy & Mather, Momentum Worldwide and Eurogroup Consulting exemplify how professional services firms can benefit from having their employees share more information openly, and retain their knowledge as a long-term, strategic asset.

    • Egon Zehnder — With Socialtext as the backbone, executive search firm Egon Zehnder built a new intranet that empowered people to update content and share knowledge in real-time. Egon Zehnder’s “intranet 2.0″ includes current research on specific industries, functions, and executives; up-to-date information on the firm’s work with strategic clients; approved templates for engagement proposals; current marketing materials describing the firm and its approach to specific types of searches and thought leadership on industry trends.
    • Momentum Worldwide — This global integrated marketing agency uses the Socialtext collaboration platform to generate ideas, collaborate, and manage projects with some of its major blue-chip clients.
    • Ogilvy & Mather — This large digital marketing agency has implemented enterprise microblogging and wiki workspaces to improve business processes inside call centers for its major clients.
    • Eurogroup Consulting — Based in Europe with headquarters in France, Eurogroup Consulting is a management consulting group comprised of independent consulting firms throughout 16 countries who band together under the same brand and organization for shared resources and industry knowledge. With Socialtext, the firms located in disparate locations share collateral, best practices and research to better serve their business customers.

    We look forward to sharing more industry specific stories in the coming months. In the meantime, please see our customer page for companies in your industry who are transforming their core business processes and driving new opportunities with enterprise social software.

    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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