This presentation highlights two of the most important aspects of social software: 1) focusing on the people that create and share the content, 2) using new features to enhance existing business processes. Two customer case studies (GT Nexus and Hayes Knight) are presented to provide examples.

1. Socialtext
Social Software:
Bringing People and Context
to Enterprise Content
Alan Lepofsky
Director of Product Marketing
@alanlepo

2. In The Flow Of Work
Put people front and center
Enhance business processes

3. “Social” Is All About “People”

4. Discover People and Content
Profiles provide information
about expertise and
business connections
Easily discover the
most active people
and content
The activity stream provides
updates of what people are
discussing and working on

5. Case Study: GT Nexus
Challenge: Supply chain company who’s employees in
North America, Europe and Asia need to have access to
information about complex processes
Solution: The Grid , social intranet powered by Socialtext
where employees share and update best practices,
technical product knowledge and key sales & marketing
materials
Benefits: GT Nexus serves customers more efficiently,
responds to change faster, and captures valuable
institutional knowledge

6. Sharing Knowledge and Making Connections

7. Types of Knowledge
There are several different needs, in addition to sources of knowledge…
Internal
1. Internal Consumption" à knowledge for our
employees: how to implement, how to sell, how to
support, how to build, etc.
1 Employees
2. External Push à knowledge aimed at our
external constituents: release notes, training,
how-to guides, RFP responses, demos etc.
2 3 3. External Pull à knowledge gained from our
external community: understanding business
process, value attainment, new product areas,
Customers etc.
Prospects 4 Partners
4. External Exchange à knowledge shared
Analysts Vendors amongst the external community members via
blogs, discussion groups, networking, etc.
External

8. Case Study: GT Nexus
The Grid is our central nervous system.
Every time someone plans to send an e-mail or
completes a phone call, I want them to ask themselves:
Could someone else benefit from this information?
John Atherton, VP Strategic Consulting
& Chief Knowledge Officer, GT Nexus

9. Case Study: Hayes Knight
Who they are: Accounting firm with offices all across
Australia and New Zealand
Business Case: Clients use KnowledgeShop service to
query Hayes Knight accountants on complex tax, audit
and accounting issues
Business Challenge: Accountants respond to redundant
or similar questions, and need to leverage their knowledge
and colleagues to serve customers faster

10. Improving Customer Service
1. Client enter questions in web-based KnowledgeShop
Ex: a question on capital gains
2. In Salesforce.com a customer
service rep assigns the question
to the proper Socialtext group
3. In Socialtext, members of the
account team see the message and
then work together on the answer
4. The answer is then passed back to
Salesforce.com and to the customer

11. Case Study: Hayes Knight
“The speed with which we’re answering
questions has been cut in half. This allows
us to serve our customers faster and more
consistently.”
Hayes Knight CTO Jack Pedzikiewicz

12. Socialtext: Where Work Gets Done
People “In the flow of work”
content
For more information
visit
www.socialtext.com
Process