Yammer For Real Client Cases

YAMMER WORKING SOCIAL – TRANSFORM YOUR BUSINESS

ORCKESTRA PRESENTS YAMMER FOR REAL CLIENT CASES


WHO WE ARE?

Anna KlosSocial Business Analyst

Yammer certified

Elie MonnierSocial Business Analyst

Yammer certified


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


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


MULTINATIONAL COSMETIC COMPANYCLIENT CASE #1


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


ABOUT THIS COMPANY

� MULTINATIONALWITH A GLOBAL MARKETING STRATEGY TEAM

� MAIN PRODUCTS: SKIN CARE, MAKEUP & FRAGRANCES

� OVER 200 PREMIUM PRODUCTS SOLD DIRECTLY TO CUSTOMERS


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


THIS IS WHAT’S HAPPENING…


COMMUNICATION IS COMPLICATED!


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


HOW WE INTEND TO SOLVE THIS ?YAMMER IS THE BEST SOLUTION


WHAT IS OUR VISION?COLLABORATE SEAMLESSLY

ON REGIONAL E-COMMERCE WEB SITE LAUNCHES


ENVISIONED INITIATIVES

� SET-UP COMMUNITIES AROUND SPECIFIC THEMES

� PUBLISH DOCUMENTATION ON TRAINING

� ORGANISE ONLINE EVENTS

� PROVIDE ACCESS INFORMATION & UPDATES FROM ANYWHERE


YAMMER EXAMPLE #1


YAMMER EXAMPLE #2


ACHIEVE FOLLOWING GOALS

� CREATE A COMMUNITY WHICH WILL HELP EACH OTHERS

� REDUCE ISSUE’S RESOLUTION TIME

� EASILY ACCESS INFORMATION AND UPDATES FROM ANYWHERE


PIZZA COMPANYCLIENT CASE #2


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


ABOUT THIS COMPANY

� ONE OF CANADA'S PREMIERE DELIVERY + TAKEOUT PIZZA COMPANY

� OVER 200 PIZZERIA ACROSS CANADA

� OVER 8 MILLION PIZZAS SERVED PER YEAR


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


THIS PROCESS IS NOT THAT EFFICIENT AND CAUSES ISSUESTO THEIR CURRENT CLIENTS


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

. .

(


IN THIS OVER COMPETITIVE MARKET:

A CLIENT WHO GETS UNSATISFIED ONCE HAS 50% CHANCE TO BE LOST

IF TWICE, IT GOES UP TO 90%!


ACTUALLYTHESE CLIENTS ISSUES ARE MOSTLY DUE TO INTERNAL PAIN POINTS…


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


IT IS MOSTLY DUE TO A LACK OF INFORMATION SHARING DURING THE ORDER PROCESS


HOW DO WE INTEND TO SOLVE THIS?USING YAMMER AND THE SOCIAL JOURNEYMETHODOLOGY


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


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


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 NEEDS TO BE CONFIGURED TO BE ADAPTEDTO CLIENT INITIATIVES


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


MEASURE SUCCESS AND COMMUNICATE RESULTSON A REGULAR BASIS


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!


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

Yammer For Real Client Cases

Technology

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