Driving Engagement

with Communities 2nd July 2014

www.salesforce.com/communities/overview

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\ Today’s Speakers

Niall Murphy Communities Specialist

Salesforce.com

Venkat Ramaswamy CRM Platform Owner

IATA

Nicola Band Community Manager

British Sky Broadcasting

Welcome to the Internet of Customers

Communities connected

connected

Applications & Products

Service

Marketing

Sales

connected Customers

connected

Partners connected

Employees

Why is this difficult?

Multiple Disparate

Systems…

… disconnected

from the business

Salesforce1 Communities

Salesforce1 App

Force.com Heroku1 ExactTarget

Fuel

Sales Cloud Service Cloud Marketing Cloud AppExchange Custom Apps

Platform Services

Cloud . Social . Mobile . Connected

A Customer Platform for the future

Driving Better Customer Engagement

Next Gen Personalization

Experts, Topics, Assets

Mobile

Communities

Employee, Partners, Customers

Contextual Business Processes

Actions, Micro-Apps, Content

Sales, Service, Marketing, Files

Communities: Proven Success

Forrester: 205% Return on Investment

Faster Access

to Information

Increase in

Sales

Better Service Improved Marketing

Alignment

Better Engagement

Nicola Band BSkyB Community Manager

Why Salesforce Chatter…

At Sky we want to offer the best service in the UK and we will do this by working together as one team, making things

brilliantly easy for our people and customers; while staying at the top of our game.

Directly employing 28,000 people and supporting a further 115,000 jobs in 27 locations throughout the UK, Ireland, Bulgaria

and India; our people are at the centre of everything we do.

With over 4000 members of our team working out in the field and never stepping foot in an office, senior leadership need more

than ever to stay close to their teams right across the UK, Ireland, Bulgaria and India we needed a solution to bring our people

closer together, Chatter really enables us to Connect.Collaborate.Communicate.

Why Salesforce Chatter…

“Leaders and Managers don’t know where to go

to find answers once they have exhausted

knowledge resources and informal contacts”

“ What are our engineers doing? We can never

get a hold of them and we seem to be working

for two different companies”

“As we grow our business, geographical

challenges presented themselves”

“I want to be able to speak to my colleagues in

our Partner sites but can’t because they don’t

have email” “What are the senior managers and directors

up too? I feel like they don’t know what

happens here”

From Adoption to Addiction…

It’s a Numbers Game

9 Million logins since

launch

On average

32,600 posts

per month

On average

54,200

comments per

month

28,168 users

99.5% users

logged in at

least once in

the last 3

months

36,384 @

mentions in

the last month

2,046 topics

used in the

last month

499,110

Follows in the

last 3 months

What do Sky people use Chatter for?

20%

10%

24%

24%

16%

6%

Customer Product Comms Team Content Social

The Group Anatomy

Team

Groups

Departme

nt

Groups

Product

Groups

Content

Groups

Knowledge

Groups

Noticeboa

rd

Groups Groups

Here at Sky we have a strong group culture with the majority of our posts being made in groups as opposed to profile pages. With 650 Private

groups; collaboration if rife among projects and teams and with just over 400 Public groups, the information is free flowing.

Going Mobile: Chatter in the Field Our 4000+ field engineers exclusively use iPad mini’s as their main access to Chatter;

a large number of our population will never access Chatter via a browser. The iOS

Chatter application is central to everything our Home Service & Supply teams do, It is

important that we can deliver them the best technology possible

This brings our field staff in direct contact with the rest of our Customer Operations

population for the very first time.

Chatter@Sky One of Sky’s favourite Chatter stories, where a Help Forum advisor found an unusual installation issue complete with illustrations

from the customer. After reaching out to the community, an ingenious solution was designed and tested by an engineer. More

illustrations and photos followed to give our customer the answer he needed.

Chatter@Sky

A heart-warming example of what Chatter can

achieve. An engineer made an emotive plea to give a

struggling, but loyal family a little helping hand. Their

son had been diagnosed with leukaemia and money

was tight…

Advisors offered what they could before the director of

Home Service and Supply stepped in to give the

family a fantastic deal. He even arranged for the job

to be given back to Steven so he could finish what he

started, All this in under 12 hours on a Friday night.

498 likes and 234 comments were a massive

outpouring of joy, bringing everyone together, showing

how doing the right thing can unite us all.

Charlie Chatter, The Moderators and The Rockstars Chatter Community Team

• 1 Chatter Community Manager and 3 Chatter Community Leaders

• Responsible for protecting the integrity, value and purpose of the Chatter@Sky Community

Chatter Moderators

• Network of almost 100 Moderators across all areas of the business

• Federated Moderation culture – every user has responsibility for the community

• Very Small number of posts removed each week <6

• Standard disciplinary procedures apply and Chatter is covered by our IT Acceptable Use Policy.

Chatter Rockstars

• Prolific Chatter users who use the tool day in, day out and regularly share best practice

• Provided short training sessions and regular behind the scene hints from the Community team

• Providing light touch moderation, steering and directing users to the correct groups or source of

knowledge

Chatter Community

Team

Chatter Moderators

Chatter Rockstars

Group Owners/Team

Leaders

The Challenges We Faced

• Finding the right use case for each area – each area has a different function, toolkit and purpose and the reasons to use

Chatter vary – for example crowd sourcing advice is the key for our contact centre advisors and field based engineers,

where collaborative working is more important to our various project and support teams.

• Our first line managers see it as another ‘thing to do’ and don’t always notice their peoples’ contribution – this means

great stuff can be missed and not so great stuff has to be highlighted by the community team and isn’t always noticed.

• Our adoption approach was viral and not mandatory, visibility of support documents and guidelines was a challenge, an

easier way of directing people to help remains high on our wish list.

• As with most organisations we have a plethora of communication channels, we faced reluctance to let go of the

SharePoint™ and microsites and move to a single collaborative space.

• The sheer scale of our Chatter org presents a challenge in itself with a post on average every 28 seconds and up to

6000 posts and comments per day – staying on top of the content can be difficult – our group landscape is essential for

this and the introduction of group announcements is a long yearned for enhancement for us.

The Benefits of Chatter

Return on Investment is notoriously tricky with social solutions; we like to think we see our key benefits in:

People Satisfaction

This is equally as important as customer satisfaction at Sky – We want people to live and breathe our values and believe

in our brand. Chatter gives us a real time temperature check insight into how our people are feeling – what’s exciting,

frustrating or confusing them, this enables us to deal with issues quickly and publicly creating a truly open and

transparent culture.

Customer Resolution

We have a number of metrics at Sky measuring how effectively and efficiently we resolve customers queries. Chatter is

an enabler to improving key areas e.g. enhancing our knowledge bases as a result of Chatter conversations, reducing the

time taken from query to resolution by allowing our people to connect and work together.

Brand Awareness & Advocacy

By creating a space where everyone from our engineers to our strategic partners can

connect with our amazing content, talent and community initiatives everyone feels apart of Sky.

The Future @ Sky At Sky we are always evolving our business our Chatter communities really allows us to do this and to ensure that we are providing the best service in

the country.

Bringing our Sky Business Team and their customers closer together – allowing them to connect in the

community with real time conversations. Allowing our Sky Business teams to manage their accounts on

the go with Salesforce1.

Our innovative new Internet TV Service, changing the way we do Customer Service by utilising Online forums, Live

Chat services and knowledge bases all powered by our community platform. Bringing our people and customers

closer together than ever before.

Sky Tickets, providing tickets to major sporting events through out the UK and Ireland. Our Salesforce community

allowing us to manage our customers contacts like never before and collaborating as one team through our Chatter

community.

Venkat Ramaswamy IATA CRM Platform Manager

240 airlines

84% of the total air traffic

113 Countries

3B Passengers

43M Tons of Freight

Its mission to represent, lead and serve the

airline industry

24

Safety is the industry’s top priority. IATA

continues to

work with airlines and industry partners in

raising standards

and implementing best practice

36.4 million flights in 2013

81 accidents (75 in 2012, 86 5 year average)

16 fatal accidents 0.0004‰ (15 in 2012, 19 5 year average)

210 fatalities (414 in 2012, 517 5 year average) 25

IATA is the industry’s clearing house US$ 250B per year in Passenger

US$32B per year in Cargo

70,000 travel agencies

26

4 business layers

July 2014 IATA 27

• Billing and settlement

• IATA Financials

• Accreditation

• Global aviation data

management

• Connect once, connect all

• Knowledge management

• Self-service personalization

• Social collaboration and

engagement

• Strategy & planning

• Reporting

• Process optimization

• Harmonized regulatory

framework

• Customer centric products

• Back-office simplification

• Travel data exchange

• Connect

• Guide

• Adapt

• Encourage

partnerships

• Improve financials

• Rebalance value chain

• Secure

• Simplify

• Standardize

• Direct

• Control

• Execute

Industry Services Portal

Resource Planning Innovation Network

Salesforce.com @ IATA

Sales Cloud

Campaigns

Leads

Opportunities

Service Cloud - Customer Service

All hubs

400,000 cases a year

More than 1,000 cases a day

Multiple Channels

Phone

Email

Web forms

July 2014 IATA 28

Workflows

Airline Participation

Remittance & Settlement

Agency Management

Agency Risk Management

July 2014 IATA 29

Salesforce.com @ IATA

Customer Portal Objectives

Customer Service Processes

Increase customer satisfaction when reporting queries

Savings by avoiding customer queries that need to be actioned by a Customer

Service Representative

Single Sign On

July 2014 IATA 30

31

32

33

34

35

36

37

Customer Portal Statistics

Pilot Stage

Data is for a group of countries only

July 2014 IATA 38

39 July 2014 IATA

40 July 2014 IATA

ISS accounts IATA Financial accounts IATA events GDP accounts GADM accounts

GDP (Zuora back-office) Front office On-line shop On-line BI tools

Pilot (5 accounts) Key accounts Lead management Knowledge management

Agency management Operational excellence eCommerce integration

CIO Forum AGM IATA events

IATA Portal

Online Shop

Account Managmnt

Accreditation

IATA App

R1 (Registration + Cases) R2 (Added value services) R3 (Cross/Up sell of Services)

2013 2015 2014 2016

Data Cleansing

Salesforce.com roadmap

July 2014 IATA 41

Have you been to the the Salesforce Success Community?

Access from help and training in any Salesforce instance.

http://success.salesforce.com :

• Best practice example of a large

scale community

• Navigate to the communities

Implementation group or the

communities product group which

have lots of great resources and

Q&A and Further Information http://success.salesforce.com :

Thank You !