yammer for real client cases
DESCRIPTION
WORKING SOCIAL. TRANSFORM YOUR BUSINESS WITH YAMMER. Transform your business from the inside out. In a world where the pace of innovation will continue to accelerate‚ it’s more important than ever for companies to be more nimble and agile. With Yammer‚ Office 365 and SharePoint‚ organizations are transforming the way people work together‚ allowing them to connect‚ engage and innovate‚ both internally and externally‚ with the tools they use every day. Find out how Enterprise Social can transform your business. Through presentations‚ hands-on demonstrations‚ and interaction with Enterprise Social Experts‚ this "Working Social" event offers participants a unique opportunity to discover the business value of enterprise social for your organization through a step by step walk-through of the social journey. See how you can bring value to your business across the three key areas of engagement‚ collaboration and innovation. Learn about Microsoft’s vision for enterprise social‚ the Yammer roadmap and get a hands-on demonstration of how Yammer can transform your organization from the inside out. Get an in-depth look at the social journey of successfully transformed organizations through the power of Yammer. Access practices and methodologies to plan‚ execute and measure your organization’s social transformation.Working Network with like-minded colleagues from other organizations about their social journey.TRANSCRIPT
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ORCKESTRA PRESENTS YAMMER FOR REAL CLIENT CASES
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
WHO WE ARE?
Anna KlosSocial Business Analyst
Yammer certified
Elie MonnierSocial Business Analyst
Yammer certified
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ORCKESTRA� MONTREAL BASED LEADING PROVIDER OF INNOVATIVE .NET COMMERCE
AND BUSINESS SOLUTIONS
� CERTIFIED MICROSOFT YAMMER PARTNER
� EFFICIENTLY SOLVES BUSINESS AND COLLABORATION ISSUES
� TODAY’S GOAL :
PRESENT YAMMER BENEFITS THROUGH TWO REAL CLIENT CASES
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
INTRODUCTION TO CLIENT CASES� CASE CLIENT #1: MULTINATIONAL COSMETIC COMPANY
DEMONSTRATE HOW YAMMER CAN SOLVE MARKETING AND
COMMUNICATION ISSUES
� CASE CLIENT #2: PIZZA FRANCHISES COMPANY
SHOWCASE THE SOCIAL JOURNEY METHODOLOGY TO IMPLEMENT
SUCCESSFULLY YAMMER AND SOLVE ORDER MANAGEMENT ISSUES
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
MULTINATIONAL COSMETIC COMPANYCLIENT CASE #1
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
AGENDA� ABOUT THIS COMPANY
� HOW THEY PERCEIVE THEIR MARKETING FLOW
� WHAT IS HAPPENING IN REAL
� THEIR SPECIFIC PAIN POINTS
� HOW WE INTEND TO SOLVE THIS USING YAMMER?
� ACHIEVE FOLLOWING GOALS
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ABOUT THIS COMPANY
� MULTINATIONALWITH A GLOBAL MARKETING STRATEGY TEAM
� MAIN PRODUCTS: SKIN CARE, MAKEUP & FRAGRANCES
� OVER 200 PREMIUM PRODUCTS SOLD DIRECTLY TO CUSTOMERS
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
HOW THEY PERCEIVE THEIR MARKETING FLOW
� Use marketing materials for their clients
� Organize events based on marketing campaigns
BeautyConsultants
� Define marketing vision
� Create and share digital content with subsidiaries
� For new products
� For global strategy marketing campaigns
GlobalMarketers
� Select products and campaigns for their local market
� Adapt global digital content for their local market
� Publish digital content
SubsidiariesMarketers
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
THIS IS WHAT’S HAPPENING…
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
COMMUNICATION IS COMPLICATED!
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
THEIR SPECIFIC PAIN POINTS
Difficult to assist with content entry on a daily basis
Unable to share & reuse content between
subsidiaries
Unable to share & reuse content between
subsidiaries
No access to frequently asked
questions / issues
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
HOW WE INTEND TO SOLVE THIS ?YAMMER IS THE BEST SOLUTION
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
WHAT IS OUR VISION?COLLABORATE SEAMLESSLY
ON REGIONAL E-COMMERCE WEB SITE LAUNCHES
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ENVISIONED INITIATIVES
� SET-UP COMMUNITIES AROUND SPECIFIC THEMES
� PUBLISH DOCUMENTATION ON TRAINING
� ORGANISE ONLINE EVENTS
� PROVIDE ACCESS INFORMATION & UPDATES FROM ANYWHERE
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
YAMMER EXAMPLE #1
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
YAMMER EXAMPLE #2
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ACHIEVE FOLLOWING GOALS
� CREATE A COMMUNITY WHICH WILL HELP EACH OTHERS
� REDUCE ISSUE’S RESOLUTION TIME
� EASILY ACCESS INFORMATION AND UPDATES FROM ANYWHERE
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
PIZZA COMPANYCLIENT CASE #2
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
AGENDA� ABOUT THIS COMPANY
� HOW THEY BUSINESS WORK
� CLIENTS CURRENT ISSUES
� THEIR INTERNAL PAIN POINTS
� HOW WE INTEND TO SOLVE THIS USING SOCIAL JOURNEY METHODOLOGY?
� ACHIEVE FOLLOWING GOALS
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ABOUT THIS COMPANY
� ONE OF CANADA'S PREMIERE DELIVERY + TAKEOUT PIZZA COMPANY
� OVER 200 PIZZERIA ACROSS CANADA
� OVER 8 MILLION PIZZAS SERVED PER YEAR
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
HOW THEIR BUSINESS WORK
� ORDER PIZZA USING:� WEB� MOBILE APP� PHONE
CLIENT� GET ORDERS OVER THE
PHONE� CONTROL ORDERS FROM:
� WEB� MOBILE APP
� FORWARD ORDERS TO APPROPRIATE FRANCHISEES
CALL CENTER� PREPARE INGREDIENTS
AND TEAM� RECEIVE ORDERS ON
P.O.S. DEVICE� PRINT ORDER� PREPARE AND COOK
PIZZAS� DELIVER PIZZA
FRANCHISEE
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
THIS PROCESS IS NOT THAT EFFICIENT AND CAUSES ISSUESTO THEIR CURRENT CLIENTS
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
CLIENTS CURRENT ISSUES
� NOT ALWAYS HAVING A QUICK DELIVERY, EVEN ONCE IN STORE
� NOT GETTING THE SAME LEVEL OF SERVICE
� NOT SUFFICENTLY INFORMED IN CASE OF TROUBLES
� UNABLE TO SHARE THEIR FEEDBACK EASILY
. .
(
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
IN THIS OVER COMPETITIVE MARKET:
A CLIENT WHO GETS UNSATISFIED ONCE HAS 50% CHANCE TO BE LOST
IF TWICE, IT GOES UP TO 90%!
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ACTUALLYTHESE CLIENTS ISSUES ARE MOSTLY DUE TO INTERNAL PAIN POINTS…
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
THEIR INTERNAL PAIN POINTS
� DIFFICULT TO RETRIEVE MARKET INFORMATION FROM CLIENTS AND FRANCHISEES
HQ MARKETING� NO REAL TIME CONTACT
� LACK OF INFORMATION ABOUT ACTIVITY IN FRANCHISEES
� LACK OF INFORMATION ON STOCKS
CALL CENTER� NO IMMEDIATE ANSWERS
ON BUSINESS ISSUES� CANNOT SHARE BEST
PRACTICES WITH OTHER FRANCHISEES
� IMPOSSIBLE TO SHARE CLIENTS REVIEWS
FRANCHISEE
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
IT IS MOSTLY DUE TO A LACK OF INFORMATION SHARING DURING THE ORDER PROCESS
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
HOW DO WE INTEND TO SOLVE THIS?USING YAMMER AND THE SOCIAL JOURNEYMETHODOLOGY
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
APPLYING THE SOCIAL JOURNEY METHODOLOGY
Define overarching vision for using Yammer Prioritize the ways to use Yammer that
support the vision
Put your prioritized initiatives into practice through defined use cases
Configure Yammer
Prepare launch and raise awareness
Monitor network and evaluate success
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
DEFINE A VISIONCREATE A CULTURE OF SHARING TO IMPROVE CUSTOMER SERVICE
HOW?• MAKE PEOPLE COLLABORATE IN
REAL TIME ALL DAY LONG• GIVE ACCESS TO INFORMATION
FROM ALL DEVICES ANYWHERE
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
BUILD A VALUED LIST OF INITIATIVES
� SET-UP A REAL TIME PROCESS FOR PIZZA ORDERING
� SHARE AND PROCESS CLIENTS REVIEWS
� SHARE BEST PRACTICES BETWEEN FRANCHISEES
� SET-UP MARKETING CHALLENGES BETWEEN FRANCHISEES
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
YAMMER NEEDS TO BE CONFIGURED TO BE ADAPTEDTO CLIENT INITIATIVES
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
LAUNCH YAMMER AND DRIVE SUCCESS
� WEEK 1 – MOTIVATE AND ENGAGE “LET’S GET YAMMING”
� WEEK 2 – RECRUIT NEW MEMBERS “CREATE A YAMMERHEAD TODAY”
� WEEK 3 – SHOWCASE THE NETWORK “WHO’S YAMMING?”
� WEEK 4 – DISCUSS WHAT MATTERS “YAM AS ONE”
EXAMPLE OF COMMUNICATION CAMPAIGN: 31 DAYS YAMMER
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
MEASURE SUCCESS AND COMMUNICATE RESULTSON A REGULAR BASIS
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
ACHIEVE FOLLOWING GOALSAPPLYING THE ‘SOCIAL JOURNEY’ METHOD AND USING YAMMER:
� CHANGE THE WAYS EMPLOYEES COLLABORATE
� IMPROVE BUSINESS REACTIVITY
� OPTIMISE THE ORDER PROCESS
… AND PROVIDE A BETTER SERVICE TO THEIR CLIENTS!
YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS
NEXT STEPS: A BRAINSTORMING WORKSHOP
� OBJECTIVES:� UNDERSTAND YOUR CURRENT SITUATION & PAIN POINTS� DEFINE A VISION� MAP TO VALUE: DEFINE A HIGH LEVEL LIST OF POSSIBLE INITIATIVES
� OUR EXPERTS INVOLVED: SOCIAL BUSINESS CONSULTANTS
� DURATION: 2 HOURS