Social Business in the Cloud Solutions
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IBM defines social business as embracing networks of people to create business value by deepening client relationships, driving operational effectiveness, and optimizing the workforce. IBM delivers social business solutions through LotusLive, its cloud-based social business platform, to help customers solve business problems faster and smarter. LotusLive provides collaboration tools like files, meetings, events, and communities to extend the enterprise beyond its boundaries to partners and customers in the cloud.
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Social Business in the Cloud Solutions
- 2. Social Business in the Cloud Sean Poulley Vice President, IBM Social Business Cloud Get Social. Do Business.
- 3. A Social Business embraces networks of people to create business value Engaged Transparent Nimble Trust Security Compliance
- 5. Signature Mortgage on becoming a social business
- 6. On a smarter planet the way people interact and what they know is changing The social data analytics opportunity will grow to 1 Zettabyte by 2011 The explosion of new information, when integrated, analyzed, and acted upon using new types of intelligence, and new tools enables Social Business Instrumented Smartphone shipments will outpace PCs by 2012 Interconnected Social networking accounts for 22% of all online time Intelligent
- 7. The disruptions leading to Social Business Analytics Cloud Social
- 9. Social analytics Key enabler of the next generation enterprise Understand in real time the social context of a business situation – what are people saying, doing? Discover/and engage with experts and information beyond team boundaries Filter information socially to stay informed easily and focus attention on the most important work Understand the true emergent structure of your organization based on how people actually communicate and work
- 10. Customers are moving to the cloud Using Software as a Service Neither Considering SaaS "IDC North American Cloud Survey" - Robert Mahowald, January 2011 'After email, with 58% saying they'd be using a cloud solution of some type in the next 24 months , overall collaboration was the second most important workload, with 48% saying they'd be looking to build out an internal cloud, or use a public solution.' IBM Collaboration Solutions Customer Study – North America 2010 Preferred SaaS Deployment Method
- 11. Retaining Customers A Priority “ A focus on customers at the top of the list is usual. This year, the "existing customers" imperative is a higher priority than "attracting new customers." Source: Gartner, Executive Advisory: CEO and Senior Executive Survey, 2011; Detail Report, 25 March 2011
- 12. Retaining customers is linked to increased profitability Acquiring new customers can cost 5x more than satisfying and retaining current customers 2% increase in customer retention has the same effect on profits as cutting costs by 10% 5% reduction in customer defection rate can increase profits by 25-125 %, depending on the industry 95% of standout organizations will focus more on “getting closer to the customer” over the next 5 years. – IBM CEO Study 2010 Standout organizations are 57% more likely to allow their people to use social and collaborative tools. – IBM CHRO Study 2010
- 13. Getting Started in Social Business Product & Service Development Marketing, Customer Service Deepen client relationships Drive operational effectiveness Workforce optimization Operations, Human Resources Traditional Business A Social Business 'Push' marketing via traditional channels Control over brand image and brand communication Builds trusted relationships and increases sales through relevant messages across all channels Drives brand advocacy through communities and dialog Invest in R&D Generate new ideas internally Test ideas in market Shares insights to generate break-through ideas and speeds time to market, gaining market insight and readiness Email and phone based communication Knowledge kept in silos Reaches out to professional networks to respond faster with business decisions to new opportunities, saving money Entry Point
- 14. Social Business Transforms The Customer And Employee Experience Peer to Peer Business to Employee Business to Business Business to Customer “ Exceptional Web Experience” “ Exceptional Work Experience” Employees interacting with self-forming, distributed teams (peers, customers, partners & suppliers), as a company overall (communities incorporating customers & partners around innovation) reducing the friction of work. Customers interacting with other customers and company representatives (efficiently, via social tools), with the company overall (driving brand awareness & revenue growth) Deepen client relationships Drive operational effectiveness Optimize your workforce
- 15. Social business in the Cloud Our strategy Files Meetings Events Chat Survey Forms Charts eMail Communities Activities My Network Expand the enterprise perimeter to the cloud Deliver new business value through seamless integration with your applications Simplify and improve business interactions inside and outside the enterprise
- 16. LotusLive Demo Brendan Crotty, Program Director, LotusLive Cloud Services Get Social. Do Business.
- 18. An Extensible Open Integration Platform Open Rest APIs and extension points make LotusLive a flexible SaaS platform Partners can integrate LotusLive services in their own applications Partner applications can be integrated into LotusLive Customers benefit from integrated collaborative business processes LotusLive Services IBM Content Communities Web Conferencing Network Files Activities Value Added Third Party Services APIs and Extension Points New Applications
- 19. LotusLive Partner Demo Brendan Crotty, Program Director, LotusLive Cloud Services Get Social. Do Business.
- 20. The infusion of social business capability in business processes Integrated Commerce Integrated Selling Integrated Doc Editing Integrated Logistics Integrated Scheduling Integrated Communications Integrated eSigning Integrated File Viewer
- 21. Customer Success Stories Get Social. Do Business.
- 22. Business value drives customer momentum Triple digit growth in NEW customer signings in 2010
- 23. Bumbu Desa Restaurant business embraces social business in the cloud Business challenge Indonesia restaurant chain with new locations expanding into Singapore and Malaysia. Growing from three branches five years ago to 38 branches in 2010, the different franchises of Bumbu Desa were having a hard time staying connected with one another. Solution Using IBM LotusLive Engage, employees across the franchises can now quickly share information regarding new menus, new ways to greet guests, and other restaurant related issues. For example, each Bumbu Desa franchise can now submit their daily sales reports to franchise headquarters via file sharing in LotusLive Engage, a method that was previously handled using fax or overnight mail. Benefits Essential collaboration tools, including Web conferencing, social networking, file storing and sharing, and instant messaging help ensure that employees across the different franchises have immediate access to a collaboration platform to easily communicate, share information and remain connected with one another. LotusLive's unique "guest account" model provides free-of-charge access of LotusLive to customers and other stakeholders such as cooks or food reviewers. Learn more about LotusLive Client Solution
- 24. Shriram Transport Finance Company Ltd. Transportation business moves to IBM cloud email for reliability and efficiency Business challenge India's largest commercial vehicle financing company needed a better way to communicate with its field sales force. The company has 484 office and services centers and more than 14,000 employees. Employees and sales reps found it challenging to do business with their clients and with one another. While some employees had access to email, the provider was often unreliable -- emails were lost and performance was low. Shriram needed an email solution that could accommodate rapid growth and perform with speed and consistency. Solution Shriram Transport Finance Shriram chose IBM LotusLive iNotes to provide all of its field sales reps with reliable, cost-effective and easy-to-use cloud email, which can be accessed on the road, at their desk and from their mobile devices. Benefits Provides essential mail, calendar and contact management so sales reps can now easily communicate with headquarters and can quickly get the latest sales and marketing information in order to more quickly finalize agreements with clients. Client Solution Learn more about LotusLive
- 25. IndiaFirst Life Insurance Insurance company reduces training costs with meetings in the cloud Business challenge IndiaFirst Life Insurance was struggling with high costs related to interoffice training. The company also lacked a platform for headquarters employees to collaborate with sales executives in the field, along with a platform for employees to have a free-flowing chat session to exchange ideas. To address these challenges, the company sought a new collaboration solution in the cloud. Solution IndiaFirst Life Insurance implemented the IBM LotusLive Meetings services to provide a platform to conduct sales trainings for new employees or refresher courses for its existing salesforce. The service also provides a platform for employees to interact with headquarters teams, including a chat capability to exchange ideas, facilitate discussions and drive innovation. Benefits Decrease training costs. Facilitate collaboration between marketing and sales teams to create a a more powerful sales engine. Hold top management meetings with all employees to explain the company’s strategy and communicate corporate policies. Client Solution Learn more about LotusLive
- 26. Lofotkraft Energy company connects staff, partners and vendors to build stronger ties Business challenge Lofotkraft is a regional energy company in Lofoten Islands, Norway. Lofotkraft needed a better way to communicate with branch offices and do business with partners and vendors outside the firewall – all while reducing IT complexity and cost. Solution Lofotkraft chose IBM LotusLive Engage to share files, manage projects, host meetings and instant message with partners, vendors and colleagues. Benefits LotusLive’s unique "guest account" model provides free-of-charge access to Lofotkraft’s partners and vendors – enabling all to collaborate on projects, share information and join online meetings. Reduction in confusing email threads and elimination of version control issues. Because all LotusLive services are integrated and available from a single dashboard in the IBM cloud, Lofotkraft and its partners can easily collaborate and meet anytime, anywhere – strengthening relationships. Client Solution Learn more about LotusLive
- 27. Roxanne Reynolds-Lair Chief Information Officer Fashion Institute of Design & Merchandising
- 29. Social Business Social businesses are engaged, transparent and nimble Deepen client relationships Drive operational effectiveness Workforce optimization Expand the enterprise perimeter to the cloud Deepen client relationships Drive operational effectiveness Optimize your workforce Get Social. Do Business.
- 30. Get Social. Do Business.
Notas do Editor
- There is something fundamentally different happening with the social form of collaboration technology. We have moved from a world where it was hard to publish information, and difficult to get that information out …...to a world where using social technology makes it possible to self-publish and share information easier than every before. Over time we have started to recognize that there are organizations that (as they are leveraging these technologies) we think of them in terms of a social business because they are embracing networks of people and these networks of people are creating business value. Here are several elements that characterize a social business: Engaged - A Social Business connects people to expertise. It connects individuals – whether customers, partners or employees – as networks of people to generate new sources of innovation, foster creativity, and establish greater reach and exposure to new business opportunities. It establishes a foundational level of trust across these business networks and thus a willingness to openly share information, developing a deeper sense of loyalty among customers and employees. It empowers these networks with the collaborative, gaming and analytical tools needed to engage each other and creatively solve business challenges. Transparent - A Social business is always learning and therefore believes that it should remove unnecessary boundaries between experts inside the company and experts in the marketplace to allow your people and culture to reflect your brand and your values. It embraces the tools and leadership models that support capturing knowledge and insight from many sources allowing it to quickly sense changes in customer mood, employee sentiment, or process efficiencies. It utilizes analytics and social connections inside and outside the company to solve business problems and capture new business opportunities. Nimble - A Social Business leverages these social networks to speed up business, gaining real-time insight to make quicker and better decisions. It gets information to customers and partners in new ways - faster. Supported by ubiquitous access on mobile devices, new ways of connecting and working together in the Cloud and on open platforms, a Social Business turns time and location from constraints into advantages. Business is free to occur when and where it delivers the greatest value, allowing the organization to adapt quickly to the changing marketplace.
- Thank you Brendan. Fantastic demo … Now let's talk about what this means to YOU our customers. What do LotusLive cloud services do for you, our customers, in production... … Who is moving to the cloud? Our own research with our customer base is tracking the movement to the cloud.... More than ½ of you are using cloud services today. You're moving for a variety of reasons.... - You're moving to deploy net new SaaS services for your business - You're extending existing apps in the cloud – - or replacing existing workloads - You're moving to try out new capabilities The cloud is full of possibilities.... for YOUR business.
- Taking those particular pieces of info, we then have tried to combine those with other research information we have, other sources. For example, Gartner has annually done research where they were looking at what are the priorities that companies have in this particular space. What you can see is two out of the three priorities up there all have to do with customers, retaining customers, keeping the customers happy, etc.
- We will talk a little bit more about this framework in the Developer Ecosystem section of this slide set. However, I would like to mention here and point out that our framework is based on an open architecture which enables the extension options that we have within Connections some of which were just previously mentioned. In the next series of slides, I will focus on four of the key themes that are driving the features and functions in our offerings.
- LotusLive is designed... ...to create the same rich, secure, reliable collaboration and social interactions between companies that you have inside your business. .... to simplify and improve interactions with your customers and partners – extending your enterprise perimeter to the cloud..... ...to bring your on-premise applications together with new cloud-based solutions. LotusLive enables you to reduce cost and innovate. Integrated email, IM, file store/share, Web conferencing, and social business services all of these things - delivered as a convenient cloud service - simplify and improve daily business interactions with colleagues, customers and partners -- all with IBM's focus on security, reliability and integration
- Panasonic Corporation is a market and technology leader in consumer and industrial electronics. As part of its globalization efforts, the company embarked on an IT initiative to improve competitive advantage and overall business results by helping its multiple business units work together more efficiently. Panasonic selected IBM for its global e-mail and collaboration platform to help them transform their workforce into a globally connected and integrated team. Panasonic chose IBM LotusLive for Web conferencing, file sharing, instant messaging and project management. The company will implement LotusLive Connections for business social networking between employees, partners and suppliers to find and share the right insight when needed. Panasonic will also migrate employees from Microsoft Exchange or other collaboration software to LotusLive for e-mail, calendaring and contact management. The Fashion Institute of Design and Merchandising (FIDM), a private college in California specializing in the fashion design, interior design and entertainment industries, has purchased LotusLive iNotes to provide 7,500 students with low-cost, reliable Webmail that they can access anywhere on or off campus. FIDM's goal was to offer all incoming and current students email accounts with a consistent FIDM domain so the administration and faculty could communicate with the student body more effectively. In FIDM's eLearning program, where most of the interaction between students and teachers happens electronically, LotusLive provides a consistent and reliable user experience for the entire class which facilitates focused and effective communication. FIDM also wanted to ensure that its students had a professional email account to use when applying for internships or jobs after graduation. Prior to moving to LotusLive iNotes, students used their free, personal email accounts and the administration did not always have the correct email address for every student on campus. General Milling Corporation (GMC) is one of the largest integrated food companies in the Philippines with offices and plants located throughout the country. In business for 50 years, the company was looking for a reliable and cost-effective collaboration platform as a foundation for growth as they aim to become one of the top food producers in Philippines. The company acquired LotusLive's complete collaboration suite to provide its employees with cloud-based e-mail and advanced collaboration tools. Moving e-mail to the cloud with LotusLive Notes allows the company to expand IT resources while still having access to business-class messaging and the latest technologies from IBM. GMC also purchased LotusLive Engage to promote greater collaboration among its widely dispersed work-force and its partners and vendors. Zoo and Aquarium Association of Australia links over 90 zoos and aquariums across Australia, New Zealand and the South Pacific in a network for wildlife conservation, environmental education and wildlife research. Its main activity is the Australasian Species Management Program (ASMP) which has a mission "to plan and manage animal collections cooperatively, in ways that promote sustainability and contribute to species conservation." The Association has adopted LotusLive Engage as its collaboration platform and is using it to support more than a 100 ASMP species programs that involve teams implementing best practice policy across the region. The Association has found the platform to be secure and easy to use and a good way of disseminating current information and collecting feedback. The Australian Bureau of Statistics (ABS), with a mission that states "assist and encourage informed decision making, research and discussion within governments and the community, by leading a high quality, objective and responsive national statistical service," has adopted LotusLive Engage for increased project collaboration with other international statistical agencies. LotusLive Engage provides an integrated suite of collaboration tools including Web conferencing and collaboration capabilities, like file storing and sharing, instant messaging and activity management. The ABS are members of several international networks developing standards and applications for statistical processing. The ABS has led formation of one of these international communities, and through using LotusLive Engage, the international project teams have been able to quickly share skills and intellectual property and assets, design and co-develop statistical standards and applications -- all within a secure, cost-effective environment that LotusLive provides. SIT La Precisa S.p.A. is an Italian-based company that specializes in the design and manufacturing of electronic controls and equipment for natural gas powered appliances, heating systems and vehicles. Headquartered in Padua, Italy, the company operates in over 40 countries and has more than 1,400 employees. SIT La Precisa wanted to find a better way to communicate and collaborate with its global workforce and needed to provide its employees with web conference services and e-mail without having to build a new IT infrastructure. SIT La Precisa S.p.A. chose IBM LotusLive Engage and LotusLive iNotes to connect operations between its headquarters in Italy to external branches throughout the world. aatranslations is a fast-growing, innovative translation services company founded in 1994 with corporate clients in the United Kingdom, Germany, Austria, Switzerland and other European markets. aatranslations needed a more efficient way to work with clients and translators in different organizations and in diverse geographic locations while reducing costs and improving productivity. Managing the translation and editing process via e-mail took a significant amount of project management time and often led to confusion about the changes required and the correct version of the document. aatranslations chose IBM LotusLive together with Vondle Live to share documents, host online meetings and provide web-based e-mail to staff who are not office based. The company can create free guest accounts for customers and freelance translators to collaborate more easily. LotusLive Engage and Vondle Live allow the company to share translations with clients and translators without compromising version control, and without the need to work with diverse desktop software packages because the Vondle Live viewer supports more than 70 file formats. Crawford & Company, based in Atlanta, Georgia, is the world's largest independent provider of claims management solutions to the risk management and insurance industry as well as self-insured entities, with a global network of more than 700 locations in 63 countries. Crawford purchased LotusLive iNotes to provide cost effective email services to catastrophe adjusters. With LotusLive iNotes the company can provide their adjusters in the field with a consistent email domain and a security rich environment to share information with clients as well as internal communication. This enhances Crawford & Company's ability to maintain continuity, consistency and professionalism over email use by its catastrophe adjusters. Crawford & Company also found it was more cost-effective to provide web mail to catastrophe adjusters who may only work for the company for a short period of time during a disaster and then not again until another event occurs. Signature Mortgage Corporation is a fast-growing mortgage company that provides thousands of customers with creative, low-cost, and hassle-free mortgage solutions. Founded in 1996, the company has closed more than US $2 billion in residential mortgages. Signature Mortgage needed to replace its manual, paper-based application process that required customers to either go to a retail branch to sign documents or wait for documents to be delivered to their homes. Signature Mortgage worked with IBM Business Partner Silanis Technology Inc. to implement a solution based on Silanis e-SignLive integrated services and IBM LotusLive Engage collaboration services. The solution enables customers to complete, review, initial and sign mortgage applications electronically through services delivered via the cloud. Canderel has become one of Canada’s largest real-estate development and property management companies with landmark projects across Vancouver, Toronto, Montreal and beyond. In response to the real estate market meltdown in 2008, Canderel decided to eliminate manual, paper-based processes to increase efficiency and convenience as well as to reduce costs. Canderel was able to reduce the time and money needed to close deals by using LotusLive Engage with the e-SignLive integrated electronic signature service offering from IBM Business Partner Silanis Technology Inc. The eSignLive and LotusLive solution enables all parties to come together in LotusLive to negotiate and sign deals electronically using the integrated e-SignLive e-signature services. The company can hold online meetings with all parties during the negotiation and contracting phases and use e-SignLive to electronically sign all closing documents, and remotely monitor the progress of signing activities in real-time. C &D Foods, based in Longford, Ireland, is one of Europe's leading high quality pet food manufacturers. In operation since the late 1960’s, C&D Food produces more than 150,000 tons of pet food annually including dry, cans, and single serve in pouches and aluminium and has facilities in three countries in Europe. Last year when C&D acquired a canning facility in the Netherlands, the company needed a quick and cost-effective way to move e-mail users at that facility off Microsoft Exchange. Instead of bringing those users onto its current Domino servers, they decided to move them to the cloud using LotusLive iNotes. With its simple administration tools and user-friendly interface, LotusLive iNotes helped take pressure of the company's migration team. C &D Foods was able to move users to iNotes quickly and easily without any interruption to its network or IT infrastructure. And with LotusLive iNotes, users can access their e-mail, anytime, any place. The Horton Group is a privately held insurance brokerage firm in the US and ranks as one of the 50 largest insurance brokers in the country. With 300 insurance professionals located in 13 offices throughout five states and two countries, The Horton Group needed to find a more efficient way to train new and existing employees on their privacy policy while keeping current with changing government regulations. They worked with IBM Business Partner Silanis Technology Inc. to implement a solution based on Silanis e-SignLive integrated with IBM LotusLive Engage to create a faster, more convenient, and less costly solution for training employees on the company’s privacy policies for protecting customer data. Using e-SignLive and LotusLive, Horton makes the privacy policy document available online so that employees can then take the time needed to carefully review and accept the privacy policy at their own pace from any location in the country. Akojaya is a multi-level marketing company in Malaysia that distributes tableware, serveware and glassware to its members as well as to department stores. The company was established in 1981 and is one of the industry market leaders in the country. Akojaya needed a way to improve its sales cycle by getting marketing information out more quickly to its members, many of whom have full-time jobs. They chose IBM LotusLive Engage to collaborate with their best performing members to make selling their products easier. They use Meetings to introduce new product lines, hold workshops for members, launch promotions, and give pricing updates so instead of traveling to their headquarters, members can simply join a meeting. They also use Files to store and share catalogues and other marketing materials with their members.
- SPEAKER NOTES PRESENTERS may want to delete speaker notes prior to presenting to clients/external audience Client Name, Industry, business: Key Client Challenges: Client Needs Addressed: bullet bullet Key Benefits from IBM solution: bullet bullet Competitors & Differentiation: ( List appropriate competitors and key differentiation from IBM vs. Competitors) bullet bullet Sparklers: (Measurable or significant performance/capability facts or proof points) bullet bullet
- SPEAKER NOTES PRESENTERS may want to delete speaker notes prior to presenting to clients/external audience Client Name, Industry, business: Key Client Challenges: Client Needs Addressed: bullet bullet Key Benefits from IBM solution: bullet bullet Competitors & Differentiation: ( List appropriate competitors and key differentiation from IBM vs. Competitors) bullet bullet Sparklers: (Measurable or significant performance/capability facts or proof points) bullet bullet
- Located in Mumbai, India, IndiaFirst Life Insurance offers personal and life insurance to consumers. It has approximately 4,800 partner branches and is one of the youngest companies in the insurance industry, being the first to be recommended for ISO certification just seven months after creation. URL: http://www.indiafirstlife.com Business need IndiaFirst Life Insurance was struggling with high costs related to interoffice training. The company also lacked a platform for corporate employees to collaborate with sales executives in the field, along with a platform for employees to have a free-flowing chat session to exchange ideas. To address these challenges, the company sought a new collaboration solution. Solution implementation IndiaFirst Life Insurance implemented IBM LotusLive Meetings software to provide the following: - A platform to conduct sales trainings for new employees or refresher courses for its existing salesforce - A platform for employees to interact with corporate teams, including a chat room to exchange ideas, facilitate discussions and drive innovation - Features such as videocasting, polling and roster functions. Benefit of the solution By implementing IBM LotusLive Meeting software, IndiaFirst Life Insurance was able to: - Decrease training costs - Facilitate collaboration between its marketing and sales teams for a more powerful sales engine - Hold top management meetings with all employees to explain the company’s strategy and communicate various corporate policies.
- Located in Mumbai, India, IndiaFirst Life Insurance offers personal and life insurance to consumers. It has approximately 4,800 partner branches and is one of the youngest companies in the insurance industry, being the first to be recommended for ISO certification just seven months after creation. URL: http://www.indiafirstlife.com Business need IndiaFirst Life Insurance was struggling with high costs related to interoffice training. The company also lacked a platform for corporate employees to collaborate with sales executives in the field, along with a platform for employees to have a free-flowing chat session to exchange ideas. To address these challenges, the company sought a new collaboration solution. Solution implementation IndiaFirst Life Insurance implemented IBM LotusLive Meetings software to provide the following: - A platform to conduct sales trainings for new employees or refresher courses for its existing salesforce - A platform for employees to interact with corporate teams, including a chat room to exchange ideas, facilitate discussions and drive innovation - Features such as videocasting, polling and roster functions. Benefit of the solution By implementing IBM LotusLive Meeting software, IndiaFirst Life Insurance was able to: - Decrease training costs - Facilitate collaboration between its marketing and sales teams for a more powerful sales engine - Hold top management meetings with all employees to explain the company’s strategy and communicate various corporate policies.