ILSR's Remarkable Energy Self-Reliant States and Communities program
Welcome to the Future of Self-Service Communities
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Heather Watkins Sr. Manager of Customer Communities & Programs
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Customers don’t really care who’s answering their questions. As long as they receive the answers they need. So why do we make customers ask questions in multiple places, just to get to the same answer? Join us to discover how new features in the Service Cloud are streamlining self-service, social, and community channels into one single flow—for customers and agents alike.
Transcript of Welcome to the Future of Self-Service Communities
Heather WatkinsSr. Manager of Customer Communities & Programs
• Fastest-growing provider of Revenue Performance Management solutions
• Customers see 40%+ revenue growth
• >1200 customers; 315% YOY growth
• Ultra-efficient marketing and sales model
• World-class management team
• New EMEA HQ to support growing European base
Salesforce - Best Marketing Automation
Best Marketing Solution
Best Marketing and Sales 2.0 Solution
Who’s Who in BtoBBest Marketing Solution
Our community needs…
• Single portal experience for customers
• Matches Marketo’s ease of use
• Grows with our needs/ flexible
• Unites customers, employees & partners
• Deflects cases per customer
What We Had…• Didn’t match our brand
• Poor user experience
• No flexibility or customization
• Customers weren’t using it
• Not deflecting support cases
What We Built…
Powered by the Salesforce Platform
Results
• Questions asked +633%• Community answered questions: 80%• Visits +288%
Let’s take a looksee!
Ideas since Launch (Dec 2010)
• 700+ submitted
• 45 “Done!”
• 38 “Working On Now”
Visitor Statistics
• Average answer time: <5 hours
• Average time on site: 8 min/visit
• 22k visits/month (+300%)
Not Half Bad!
50%
Community Participation
50%
Visits > 10x per month
84%
Recurring Visits
Number of Searches
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5,000
10,000
15,000
20,000
25,000
September October November December January February March April May June
Number of Visits
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2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
18,000
20,000
Team Effort
Documentation
Support
Education
Marketing
Product
Enablement
Sales
Secret Sauce
• CEO & Executive Support
• All-at-once migration
• Innovate & Adapt
• Beta Community
Boosting Community Engagement• Champions Program
• Earn points for participation
• Doubles as social media advocacy
• Get Partners Involved
• They have a big stake in success
• They need to build reputation
• Celebrate Your Employees
• Rewards
Reward Employee Engagement
25 Points 100 Points 500 Points
In Conclusion…
• Can’t be an army of one
• Requires organizational shift
• This will take work!
• Revolutionized our business
