Chatter to Increase Employee Productivity

Fernando Toca Senior Success Manager salesforce.com

#CoSPowerofChatter

Session Objectives

✓ Collaboratively learn about the benefits of open collaboration within an organization

✓ Discuss key elements that would assist driving open collaboration across an organization

✓ Identify common challenges to collaboration and possible methods to solve or divert them

✓ Discuss common practices when implementing Chatter

Poll: What is Your Role in Your Company?

A framework for effective collaboration

1 Plan

2 Execute

3 Refine

Poll: How does your company currently collaborate?

Group DiscussionWhy is Collaboration Important?

Access to Information+43%

Employee Engagement

+36%+38%Employee

Connections

+34%Idea

Generation

Less Email

+31%Fewer Meetings

+31%

Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.

1. Plan 1 Plan

50 Ways to become a Social Enterprise - Link Chatter rollout steps - Link

Ease of Cultural Implementation

Impact to Business

EasyDifficult

Low

High

= Examples of social processes; size represents number of employees

How-To VideosOrder Tracking

Business Mngmnt Support

Order Tracking

Business Mgmnt Issue

Support

Account & Opp. Mngmt

Exec Champ

Training – L&D tracking

Employee Recognition

Deal Success Stories

Product Pages

Onboarding

Crisis Mngmnt

Deal Success Stories

Integrate Corp. Comm.

Sales Kick Off Comm.

Identify Uses Cases Business Value vs Implementation Effort

Friendly Competition

Group DiscussionWhy does collaboration need sponsorship?

50 Ways to become a Social Enterprise - Link Chatter rollout steps - Link

C-Level or SVP Believe in Chatter and

Becoming Social Will Invest Time in

Engagement

Team and Project leads Engage in conversations

Keep the productivity drum beat going

Project-based leadership

Middle Managers Embrace collaborative

working to achieving team and organization goals

Executive Sponsors Managers Team Leads

Get Sponsors Three levels of Business Sponsors

1. Plan 1 Plan

Recording: Chatter: Rockstar Roll-outs - Dreamforce '13 - Link

2 Execute2. Execute

Change Management (Prem Only) Link Chatter Getting Started Videos - Link

30 Days Later: Measure

Review metrics

Review feedback

Capture new use cases

Share new use cases

Chatter clinics

Share success

Communicate activities

Monthly review

Capture new use cases

Release new use cases

Continue monitoring

Review metrics

Refresh communications

Provide refresher training

Recognize & reward

Identify events to “Chatterize”

60 Days Later: Enrich

Review metrics

Promote new release features

Request & review feedback

Continue monitoring

Refresh communications

Recognize & reward

“Chatterize events”

90 Days Later: Nurture

LAUNCH

Poll: Do you think your organization is able to incorporate a culture of collaboration?

DemonstrationExample of how Chatter speed communication between Sales and Customer Service while increasing Customer Satisfaction

Group Discussion:How will you know if your launch of chatter is successful?

5. Observe, Review and Measure 3 Refine

Effectiveness

Client-Specific KPIs

Examples Sales • Deal size • Win rate

Service • Case resolution time • Service/support costs

IT • Deployment time • IT costs

Engagement

Chatter Usage Dashboards

Efficiency

Interviews/Surveys

Salesforce Chatter Dashboards 1.0 Link Supporting Slides - Link

Group Discussion:How do you ensure continued collaboration in your organization

5. Observe, Review and Measure 3 Refine

OTHER RESOURCES - ChatterKey Resource Success – Chatter Engage (Success Community Group) Official Chatter Product Group (Success Community Group) Chatter 12 Week Challenge Chatter Product Page

Videos Chatter How-To’s Video Playlist: • Tips to Rolling Out Chatter • Setting up your salesforce community • Chatter Search • Enhancing your Chatter Posts • Organise Chatter with Topics • Chatter Groups

Additional Resources Salesforce Chatter Dashboards 1.0 Chatter Answer Implementation Guide Help & Training Documentation

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Thank You

Agenda 5 min Introductions

15 min Planning your Rollout

15 min Execute

15 min Refine

5 min Wrap / Survey