Post on 25-Jan-2022
Chatter to Increase Employee Productivity
Fernando Toca Senior Success Manager salesforce.com
#CoSPowerofChatter
Session Objectives
✓ Collaboratively learn about the benefits of open collaboration within an organization
✓ Discuss key elements that would assist driving open collaboration across an organization
✓ Identify common challenges to collaboration and possible methods to solve or divert them
✓ Discuss common practices when implementing Chatter
Group DiscussionWhy is Collaboration Important?
Access to Information+43%
Employee Engagement
+36%+38%Employee
Connections
+34%Idea
Generation
Less Email
+31%Fewer Meetings
+31%
Average Percentage Improvements Reported by CustomersSource: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
1. Plan 1 Plan
50 Ways to become a Social Enterprise - Link Chatter rollout steps - Link
Ease of Cultural Implementation
Impact to Business
EasyDifficult
Low
High
= Examples of social processes; size represents number of employees
How-To VideosOrder Tracking
Business Mngmnt Support
Order Tracking
Business Mgmnt Issue
Support
Account & Opp. Mngmt
Exec Champ
Training – L&D tracking
Employee Recognition
Deal Success Stories
Product Pages
Onboarding
Crisis Mngmnt
Deal Success Stories
Integrate Corp. Comm.
Sales Kick Off Comm.
Identify Uses Cases Business Value vs Implementation Effort
Friendly Competition
50 Ways to become a Social Enterprise - Link Chatter rollout steps - Link
C-Level or SVP Believe in Chatter and
Becoming Social Will Invest Time in
Engagement
Team and Project leads Engage in conversations
Keep the productivity drum beat going
Project-based leadership
Middle Managers Embrace collaborative
working to achieving team and organization goals
Executive Sponsors Managers Team Leads
Get Sponsors Three levels of Business Sponsors
1. Plan 1 Plan
Recording: Chatter: Rockstar Roll-outs - Dreamforce '13 - Link
2 Execute2. Execute
Change Management (Prem Only) Link Chatter Getting Started Videos - Link
30 Days Later: Measure
Review metrics
Review feedback
Capture new use cases
Share new use cases
Chatter clinics
Share success
Communicate activities
Monthly review
Capture new use cases
Release new use cases
Continue monitoring
Review metrics
Refresh communications
Provide refresher training
Recognize & reward
Identify events to “Chatterize”
60 Days Later: Enrich
Review metrics
Promote new release features
Request & review feedback
Continue monitoring
Refresh communications
Recognize & reward
“Chatterize events”
90 Days Later: Nurture
LAUNCH
DemonstrationExample of how Chatter speed communication between Sales and Customer Service while increasing Customer Satisfaction
5. Observe, Review and Measure 3 Refine
Effectiveness
Client-Specific KPIs
Examples Sales • Deal size • Win rate
Service • Case resolution time • Service/support costs
IT • Deployment time • IT costs
Engagement
Chatter Usage Dashboards
Efficiency
Interviews/Surveys
Salesforce Chatter Dashboards 1.0 Link Supporting Slides - Link
Group Discussion:How do you ensure continued collaboration in your organization
5. Observe, Review and Measure 3 Refine
OTHER RESOURCES - ChatterKey Resource Success – Chatter Engage (Success Community Group) Official Chatter Product Group (Success Community Group) Chatter 12 Week Challenge Chatter Product Page
Videos Chatter How-To’s Video Playlist: • Tips to Rolling Out Chatter • Setting up your salesforce community • Chatter Search • Enhancing your Chatter Posts • Organise Chatter with Topics • Chatter Groups
Additional Resources Salesforce Chatter Dashboards 1.0 Chatter Answer Implementation Guide Help & Training Documentation
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