Intranet corporate presentation

CORPORATE INTRANET 1

SALESFORCE + INTRANET =

CORPORATE INTRANET 2We are a world leading EFM player» Founded and headquartered in Oslo,

Norway – QuestBack now employs more than 320 employees in 19 countries.

» We deliver software (SaaS) and necessary deployment services

» QuestBack Group is the largest feedback management vendor in Europe

» Recognized as a global top 5 player in our industry

» Our solutions are deployed across 5 000 organizations in 50 countries across 20 languages and cultures

» We have 400 communities with 18 million members

» Our 21 000 users complete 120 Million surveys per year with approximately 1 Billion survey pages

» Very strong EFM and Social CRM offering, in both high-end and mid-range of the market, covering any serious EFM initiatives

» Generic offering but with industry and function specific solutions approach


» ChallengeAs a result of multiple acquisitons, QuestBack currently operates four different Intranets with a wide range of challenges:

» Documents are spread on emails, file servers and intranets

» No complete People directory in the company

» Few updates from management

» Outdated and “detached” information

» Employees finds it hard to contribute to the content

» “Yet another system” where you need to log in and pay attention

» Too few fun and simple “wow factors”

» «Zero budget» project

How do we improve collaboration and communication in QuestBack?


» Salesforce vs intranet gaps

Salesforce has a lot of great social collaboration functionality, but there are certain gaps between this functionality and a more traditional «intranet functionality». Most important are:

» No front page – Chatter is all about feeds and push notifications. We have the need to have an intranet front page, where editors can sort and select top news and articles and where we can have links to important functionality (both within Salesforce and external systems) in addition to be able to show important metrics (e.g. dashboard components for total sales etc.)

» Lack of news and article functionality - While Chatter is all about posting status updates, questions and attachments, we needed a place to post more traditional, longer texts, e.g. management news and updates that could contain pictures, links and other elements within the same article.

» Lack of placeholders for static content – Our company have a wide variety of static content, e.g. routines for bug handling, travel expense guidelines, HR policies etc. We needed functionality to store this (not as documents and attachments), but rather static HTML pages (“Articles”) in a tree structure based on departments (e.g. Sales, Admin, F&A etc.)

» Missing blog functionality – Related to the above, we want to empower employees and departments to produce more extensive content than Chatter updates allow.



» Guiding Principles

» Native SalesforceThe Intranet should be built on native Salesforce technology without the need for third party systems or licenses. Standard functionality should be used as far as it is possible. Custom objects and Visual force pages should be the backbone of the design. Exception made for rich text editor (FCKEditor)

» Less is more!Lessions from the assessment of existing content in the old intranets indicates that ~80% of the content is outdated. In order to avoid this, all content now have a validity of 6 months before it gets archived unless the content is updated/verified by a Content Owner.

» Relevance, relevance, relevance!All content (Aricles and news) is tagged with meta data to identify relevance based on Position and where the users geographic office location. This information is used to make all sections of the intranet relevant; Front page news, menu selections etc. In addition, Chatter groups are used to communicate with employees in similar positions globally.



Customized news based on your role in Salesforce

Chatter feeds from relevant objects

External feeds into Salesforce for information enrichment

How do we improve collaboration and communication in QuestBack?»

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Leverage information already in Salesforce – important KPIs

Integrated part of Salesforce with well-known interface


How do we improve collaboration and communication in QuestBack?»

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Research & DevelopmentHow to register a bug?Vacation plans 2012SCRUM IntroductionR&D PrinciplesR&D External links

SalesSales in QuestBack NorwayBig AchieversSales MethodologyHow to close a dealArticle xxxArticle yyy

Customer ServiceCustomer service guide linesArticle xxxArticle yyyArticle zzz

Human ResourcesSickleave guidelinesHow to motivateArticle xxxArticle yyyArticle zzz

AdministrationTravel refund guidelinesHotel bookingsFlight bookingsMeeting room bookingArticle xxxArticle yyyArticle zzz

MarketingMarketing 101Employees in the Marketing departmentVisual GuidelinesWebsite guidelinesIntranet informationArticle xxxArticle zzzArticle yyy

External LinksQuestBackEasyResearchQB AdminSalesforceBillingVisma


» ChallengeAs a result of multiple mergers, QuestBack currently operates four different Intranets with a wide range of challenges:

» Documents are spread on emails, file servers and intranets» Documents are now added and maintained in country specific libraries with extensive

meta data for easy filtering. File servers are shut down. » No complete People directory in the company

» All employees now have a Salesforce license, complete people directory» Few updates from management

» Management can now do regular Chatter posts or longer blog posts when needed» Outdated and “detached” information

» 6 months validity of any content, information now seen in the context of CRM (Customers, Opportunities, Content, Campaigns etc.)

» Employees finds it hard to contribute to the content» Barriers lowered with Chatter groups and status updates

» “Yet another system” where you need to log in and pay attention» Four separate systems are removed, only need to log into Salesforce

» Too few fun and simple “wow factors”» People Directory, CRM Content, Chatter groups and live dashboards are perceived as

«wow factors»» «Zero budget» project

» Salesforce development investment ~70% cheaper than alternatives (EPIServer, Sharepoint etc)



» Challenges

We still see some challenges with implementing a full-scale intranet and collaboration platform on Salesforce.com:

» Lack of Chatter support for Partner Portal usersWe have a large number of Partner Portal users (franchisees) that needs to be part of our socail collaboration. As the Partner Portal is not Chatter enabled, we need to provide two licenses for our Partners and they need to log out, log in and move back and forth.

» Lack of custom fields on Chatter profileAs we want to build a rich and searchable people directory, we would like to be able to add custom fields (e.g. skype name, certifications etc) to peoples chatter profiles.

» Need richer functionality in Chatter GroupsThere is a huge potential for developing functionality in the Chatter groups further. Examples are project management functionality (Gantt diagrams, tasks, events etc.), functionality for longe/richer texts (i.e. blog posts)

» Salesforce Documents as container for images is not an ideal solutionWe currently use Documents to store images for the editor. The interface and structure of this section is pretty «old fashioned» and makes maintaining images for the News/Articles sub-otpimal.


Intranet corporate presentation

Technology

Transcript of Intranet corporate presentation