Business Transformation Through Enterprise Collaboration -AIIM Social Business Conference.pdf

1. #AIIM12
Business Transformation
Through Enterprise Collaboration
Mar 21, 2012
Karthik Chakkarapani
Senior Solution Architect
Strategic Services, Customers for Life
Salesforce.com
Chicago, IL
#AIIM12

2. Agenda
Top Technology Trends
 Business Needs & Challenges
 Enterprise Collaboration – Overview, Key Tenets
 Strategy & Approach
 Top Obstacles & Adoption Challenges
 Adoption Strategies
 Sample Architecture Reference
 Implementation Approach – Maturity Model
 Enterprise Gamification + Collaboration – Value?
 Sample Metrics
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3. Top Technology Trends
Social Mobile Cloud Big Data/
Analytics
• Communication & • Access from any •Next generation • Manage growing data
collaboration device, location & time architecture with from multiple sources
minimal costs
• Internal/external • Consumerization of IT • Do analysis on
social network • Agile, scalable, secure unstructured +
• Mobile centric reliable infrastructure structured data
• Innovation & business apps
creativity • Keep in pace with • Make business
• Corporate app store business needs decisions and solve
• Social Business business problems
Processes & • Localization/Context • Speed to market of quickly
Monitoring new services
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4. Top Business Drivers & Forces on IT
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5. Business Needs/Challenges
Internal
Improve Discover experts Increase Speed of Generate New Improve Employee
Communication & quickly & easily Access to Knowledge Product Ideas & Engagement &
Collaboration Solutions Satisfaction
Tap Collective One-Stop Hub for Improve Knowledge Improve Business Access from Any
Intelligence to Information Capture & Retention Process Efficiency Device, Time,
Solve Issue Location
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6. Business Needs/Challenges
External
Improve Discover experts Increase Speed of Foster New Ideas, Increase Effectiveness
Communication & quickly & easily Access to Knowledge Innovation & of Marketing
Collaboration Creativity
Improve Customer Speed of Time to Decrease Costs – Improve Customer Increase Network
Support & Market on New Marketing, Support, Engagement & Effect
Satisfaction Products & Services Communication Retention
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7. Enterprise Collaboration
Effective Communication, Collaboration, Interaction & Sharing of Knowledge & Ideas
Naturally Leads to
Process Improvement, Process Excellence, Break Down Silos, Culture of Sharing,
Creativity & Innovation across the Organization, Internally & Externally
Key Tenets of Collaboration
People Data Process Context
+ + +
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8. Business Benefits & Value
Value
• Improved Collaboration & Communication
• Improved Productivity & Efficiency
• Knowledge Capture & Retention
• Discover Experts & Information quickly & easily
• Business Agility
• Foster Innovation & Creativity
• Process Improvement & Competitive Advantage
• Smart Enterprise & Workplace
• More Transparency – Top-Down/Bottom-Up
• Break-down of Silos, Drive towards Culture of Sharing
• Less Duplication & better Content Management
• Improved Employee Engagement & Satisfaction
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9. Strategy & Approach
4 Keys to Success
1. Strategy – Start with a clear, specific intent in mind
2. Technology – Invest in technology designed around user behavior
3. Organization – Create new structures and practices that support collaboration
4. Personal Engagement – Catalyze individual discretionary efforts
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10. Strategy & Approach
Steps & Activities
• Understand current environment
Assessment • Corporate readiness
• How is the job getting done? Current collaboration landscape?
• What’s the vision?
Compelling
• Where do we want to go?
Strategy • Why do we want to go there?
• What do you want to accomplish?
Business Case • Key business drivers, objectives, use cases & operational exceptions?
• What are the key benefits, values, risks, metrics, competitive advantages?
Road-Map • Develop a road-map
Plan • Develop an implementation plan
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11. Strategy & Approach
Steps & Activities
• Form a steering committee and identify members
Steering
• What are the roles & responsibilities?
Committee • What decisions will they make?
• Document techno-functional requirements & design
Requirements
• Map requirements to business needs, value & importance
Design • Document high-level solution architecture–people, data, process, context
Vendor Evaluation • Evaluate & select the right product
Selection • SLATES & integration capabilities
• Identify adoption goals, objectives & metrics
Adoption Strategy
• Identify adoption strategies
Plan • Develop adoption implementation plans
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12. Strategy & Approach
Steps & Activities
Communication •Develop change management & risk management plans
Change/Risk Mgmt • Develop detailed communication & training plans
Training Plan • Develop organization structure & community management plans
• Develop and implement solution
Implement
• Beta test with core groups, champions & evangelists
Solution • Release the solution to the entire organization
• Communicate on the release & training
Communication
• Communicate and market on the business benefits, value, purpose
Marketing • Active engagement by management team
Training • Conduct training and road shows
Road shows • Conduct hands-on and webinar sessions
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13. Strategy & Approach
Steps & Activities
Listen
• Continuously monitor, measure and analyze on adoption and usage
Monitor • Have a good support desk and feedback loop
Analyze
Adoption • Release new changes, features, enhancements periodically
Community • Identify & communicate on success stories
Management • Drive and execute adoption initiatives & cultural change programs
Vendor • Have a strong working partnership and collaboration with the vendor
Collaboration • Be part of the customer community to share ideas, solutions
Measurement • How are we faring against the metrics and adoption?
Metrics • What other adoption strategies need to be implemented?
Click here for more detailed info
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14. Identify The “Right”
Business Use Cases
Identify Define Map to
Identify
Metrics & Collaboration Collaboration
Opportunity
Value Capabilities Features
Identify the right Identify business Identify desired Map collaboration
opportunity/use metrics for success collaboration capabilities to
case operations/financial capabilities features
• Can collaboration • Operating metrics • Facilitate • Profile
address this & exceptions Collaboration • Blog
opportunity? • Department (s) • Manage Info • Forums
• What are the • How will you • Discover Experts • Share
potential business monitor, measure & • Knowledge Capture • Content
benefits & value? analyze? • Foster Innovation • Ideas
• Social Process • APIs/Mobile
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15. Enterprise Collaboration
Top Obstacles
Obstacles
Solutions
• Lack of understanding on the value/intent
• Invest in Community Management
of social media in a business context
• Explain the value of Social Enterprise
• Lack of management engagement
• Develop the “trust” factor
• Organization structure not ready
• Have only one “core” collaboration tool
• Business/IT divide and hold-up
• Strong participation from management
• Demonstrate ROI for acceptance
• Enable “In the Flow” social business process
• No Community Management
• Implement the “right” use cases
• Internal Resistance – Culture, Change
• Align organization structures to new
• Lack of business context/app integration
collaboration needs
• “Above the Flow” process
• View it as “Optional” use for collaboration
• Too many collaboration tools
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16. Enterprise Collaboration
Adoption & Usage Challenges
Not useful…
• Is not required to get any work done
• Requires one more login/password
• Not all the employees are on the platform
• Cannot discover people/skills due to lack of profile
completeness or relevant content
• Cannot find important information – KB, articles etc
• Has more “white noise” rather than useful information
• Lack of updates from management
• Not used for organization wide communication/updates
• Lack of communication on the purpose of the platform
& training
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17. Drive Adoption?
Office Water Cooler Effect
Add Water - Find disparate sources of info
News, updates, documents, blogs, forums, feeds,
wikis, websites
Identify Thirstiest Groups? - Who will benefit from
Collaboration
Employees, teams, customers, partners, customer
support, help desk
Keep Adding Water – Recruit Evangelists/Champions
Who are well connected, social network users,
collaboration tool users, active in community
Find New Sources of Water
Business applications, contextual information, email,
chat, digital media, projects, strategy, ideas, problems
Inspiration: Remember the Water
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18. Drive Adoption?
Prescription Effect
Must have Information/Content (Social Intranet)
News, Updates, Alerts, Help Desk, Corporate Services,
FAQs, Policies & Procedures, Single Sign-On
Get them in the door…
Knowledge Base
Product Information, FAQs, Roadmap, Community,
Answers, Articles, Whitepapers, Best Practices
Business Applications
Integrated & contextual information from ERP, CRM,
BI, Document Management Systems
Business Operations
Idea Center, Strategy, Projects, Sales & Marketing
collateral, Financial Information
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19. Sample Architecture Reference
“One-Stop Hub” & “In-the-Flow Architecture” for
Information & Collaboration
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20. Implementation Approach
Maturity Model
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21. Enterprise Gamification + Collaboration
What’s the Business Value?
Business Value
Gamification is the application of Game Mechanics into
non-gaming environments to improve “Engagement”,
“Motivation” & meet “Desired Outcomes”
• Increases participation in key
programs
• Expedites learning & mastery of new
skills
• Facilitates and improves adoption of
new technologies
• Identify experts & content quickly
• Fosters engagement , performance
& motivation
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22. Enterprise Gamification + Collaboration
What’s the Business Value?
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23. Sample Metrics
Step1 Step2 Step3
• Influence Score • Number of API calls •Employee awareness of strategy &
• Net promoter score (shares) • Process approval time projects
• Number of communities/groups • Number of direct/indirect app • Number of comments, posts on
• Number of tags, page views logins and data updates strategies and projects
• Number of documents shared • Number of successful logins • Number of communities/groups
• Number of posts, updates, • Number of tickets on logins, • Number of members per group
comments, likes password resets • Employee satisfaction and
• Social graph – follows, followers engagement
AND Key Business Metrics Identified in the Use Cases
Step4 Step5 Step6
•Number of articles & solutions •Number of hybrid groups of •Number of levels achieved
created customers & partners • Number of goals achieved
• Number of tags, page views, • Customer satisfaction and • Number of employees by levels
posts, comments and updates engagement • Number of badges
• Number of ideas, information • Number of ideas & solutions • Engagement score by teams,
assets & categories posted by customers projects, strategy & business
• Number of content shares, • Number of comments, posts functions
followers • Number of competitions
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24. Contact Info
Karthik Chakkarapani
kchakkarapani@salesforce.com
kchakkarapani@yahoo.com
LinkedIn Blog
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