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Chatter @ Sky The Journey to Addiction

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.

Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy,

Germany, Austria, the UK and Ireland. We offer the best and broadest range of content, deliver market-leading

customer service and use innovative new technology to give customers a better TV experience, whenever and

wherever they choose.

Directly employing 30,000 people at Sky UK 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.

Who We Are

With over 5000 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, our employee community really enables us to

Connect.Collaborate.Communicate.

Why Salesforce Chatter

From Adoption to Addiction

Testing the Water Dec 2010 – July 2012 Small trial with a group of leaders and managers Best practice sharing between Broadband support Pilot connecting advisors, leaders and engineers

LAUNCH DAY - 11th December 2012 Soft Launch to all Internal employees and Strategic Partners - No Mandatory sign up Activated users reached 7,600 at the end of Day One

Letting Chatter Shine for everyone April – September 2013 The launch of our employee community to our 4000 field engineers who primarily access through Salesforce1 app; pre-loaded on their iPads. Internal recognition scheme ‘Shine’ is now integrated with the employee community (work.com style badging)

Custom Solutions Feb 2014 Implementing a technology solution to allow all our Advisors, Engineers and Retail staff report technology issues direct to the teams.

The Chatter Yak Jan 2013 #AskBob – Senior managers take to the floor in a community Q&A – flattening our hierarchy TalentYaks – building brand advocacy by connecting Sky Talent to all employee community users..

Making NPS Social July 2014 The launch of the NPS exchange, using the Ideas platform to create a best practice culture and using groups to field customer escalations and support.

The Numbers Game

994, 586 Logins in the last 30 days

56, 716 Comments

made in last 30 days

30,035

Posts in last 30 days

27, 937 Active Users

220,880 Chatter

messages sent in April

A post or comment every

18 Seconds

28% Lurker Rate

68,763 Knowledgeable

endorsements

The Community Anatomy

Customer Operations Contact Centres Our main user base currently made up of all contact centre employees including partners at Webhelp, Firstsource and D&G. Current use cases include: • Collaboration between

teams and departments • Real time updated from

Ops control • Internal comms

support/ marketing campaigns

• Customer resolution including NPS exchange

• RADAR application technical support

Home Service and Supply Our second most active user base, mobile app enabled field teams for the first time in contact with support and contact centres at the touch of a button. Current use case include: • Working together ethos

In private group spaces • Advice and customer

resolution through connections with contact centres

• Delivery of briefs and internal Comms

• Crowdsourcing through collaboration

Sky Retail Currently adopting Sky Chatter mainly through mobile usage. Viral on boarding process with clear group structure to be determined on a user driven basis. Use cases to be developed over time include: • Bringing them closer to

the operations • Allowing them to

connect, communicate and collaborate as one team for the first time

• Drive a wider understanding of the business

Sky Corporate (Non CSG) Chatter is also adopted by but not limited to; NOW TV , Sky Business, Technology, Finance and Sky Betting and Gaming. Each area has driven their own adoption locally with the support of the Community Team and therefore has their own individual use case. These are currently made up of 3 key areas: • Connecting – Creating

specialist networks • Collaborating –

Working together as teams

• Communicating communicate changes and updates but also as an Internal Comms channel

Creating Community Addicts

RADAR Custom object Providing solutions to technology issues in response to the community need

NPS Exchange Best practice sharing and customer resolution, coupled with badging

Hobby and Interest groups Building community networks through shared interests across sites and countries.

Making Sense of the Chatter

With a post or comment every 18 seconds it has never been more

important for us to be able to listen to the community.

Surfacing Hot Topics, New Issues, Outages and Trends, whilst

understanding the sentiment and quantifying this information is at the top

of our wish list.

Are we Really Listening?