Social Business with T-Systems.

Transcription

1 Social Business with T-Systems.

2 Social Business. What, exactly, is that?

3 The Formula. Social Business = Social Media + Business.

4 First Use. The term social business was first used at IBM Lotusphere Its motto was Get Social. Do Business. Lotusphere 2012 was also dedicated to social business; its motto was Business. Made Social.

5 Trend: Social Media. The prevalence of social media and the positive trend in user numbers have also attracted the interest of companies. Social business means responding to this development.

6 Social Media in Companies. BVDW survey*. 71.9% of companies surveyed stated that social media are very important to them. Approximately 85% of companies surveyed are certain that the importance of social media for their company will increase over the next year. *Source: BVDW survey Social Media in Unternehmen (Social Media in Businesses) 2011

7 If used correctly, social media offer your business numerous options that go far beyond simply acting as an additional communication channel. It is recommended that companies set up social media guidelines to promote responsible use of social media by their employees. There is no question that social media focus on people. Social media offer businesses new channels of contact to employees, customers, suppliers or business partners.

8 Social Business focusing on people I. P2P. In social business, a new formula applies: rather than B2B or B2C, social media are based on P2P ( people to people )* *Source: IBM 2011:

9 Social Business focusing on people II. The concept of empowerment *. means endeavouring to make use of all available media in interacting with customers. Informed and networked customers are met by equally informed and networked employees. The challenge for companies: to listen to these empowered interest groups and actively engage in dialogue. *Source: Forrester 2011 Social Business Strategy

10 Current Use in Companies. For which projects/tasks are you currently using social media, and how frequently? Press/PR work Customer retention Online reputation management Gaining information/market research Product launches Advertising campaigns Customer support Product relaunches Other Sales support Personnel marketing/recruitment Product development/innovations Product and concept testing 11.5 % 27.7 % 36.5 % 35.9 % 35.3 % 35.3 % 34.7 % 51.3 % 46.6 % 45.7 % 43.4 % 59.5 % 73.6 % 0 % 10 % 20 % 30 % 40 % 50 % 60 % 70 % 80 % Frequent or very frequent use of social media

11 Social Business how it helps whom: Social business benefits all divisions of an organisation. After all, its purpose is to accelerate and streamline communication and collaboration both internally and externally. What does this benefit actually look like? Let our social business cases inspire you!

12 Social Business CASES. Social Intranet as a Service. Using a social intranet amounts to far more than just introducing a new communication channel: it restructures company-internal knowledge flows and affects business processes and corporate culture. It increases productivity, triggers innovations and cuts costs. Your individual Social Intranet as a Service allows you to abbreviate and accelerate your company s internal communication channels and information paths without requiring expensive standard software.

13 Anja, 28, customer service representative for a company in the healthcare industry. Since we relaunched our intranet we notice quite clearly how straightforward our internal communication has become. We are able to find and contact internal experts very quickly. The shorter communication paths make us more productive and help save costs. Benefit: Fast access to internal experts Shorter communication paths Fewer business trips cost savings Intranet as a Service as an uncomplicated, turnkey product

14 Social Business CASES. Social Customer Experience Platform. Customers already divulge a vast amount of information about themselves and their habits on the social web today. The use of a branded community gives companies the opportunity to acquire precisely the information about their customers that they need in order to offer them perfectly targeted services. The resulting data are controlled by the company ( owned media ), and not exclusively by social networks such as Facebook, Twitter etc. ( sponsored media ). Your own branded community creates incentives for your customers to solve support cases amongst themselves (P2P), discuss your products and develop new ideas. This saves you demonstrable costs, raises your profile and enhances the social customer experience. Individual incentives ( gamification ) and innovative functionalities within the community empower customers and thus recognise them as true multipliers.

15 Kenneth, 34, community manager for a company in the retail industry. We thought it would take months to develop a vibrant community with brand ambassadors who could answer any questions but we were already seeing successful results on the second day. With the help of the ROI calculator integrated into the community [which is loaded with our own costs per support case] we were able to demonstrate savings of $150,000 through a total of 20,000 support cases solved by the community. Benefit: Savings through users helping each other Higher brand profile through links to external networks Increased sales through targeted interaction with super users Search engine relevant content created by users

16 Social Business CASES. Mobile Intranet. Mobilise expertise and experience as constant companions. Intranet apps give you access to your corporate knowledge anywhere, anytime. Mobile Intranet supports your employees in collaborating efficiently, regardless of their location. Mobile conferences in real time and access to data and know-how even on the road enable you to always make competent decisions. Mobile applications tailored to your requirements make your employees into knowledge bearers and information hubs for your business worldwide, anytime, together.

17 Enrico, 42, consultant in the automotive industry. Particularly in an international company, projects often have to be coordinated across several time zones. Having mobile access to our intranet makes that a lot easier. It allows me to find out the current status of a project when travelling and use know-how from our intranet on my mobile device in meetings with customers. Benefit: Efficient cooperation, cost savings Networking, collaboration Flexible working at different times in different time zones

18 Social Business CASES. Customer Insights for Facebook. Understand what matters to your customers. Customer Insights for Facebook allows you to access, analyse and process user data from Facebook in a structured manner, usefully expanding the data from your traditional CRM systems while adhering to data protection requirements and accommodating your customers and their requests. Our unique solution based on MicroStrategy Gateway transforms unstructured data from social networks into valuable business information. The benefit to you: Address existing and potential customers in a personalised manner.

19 Heike, 32, key account manager for a large online shop. The information about our fans that we gain through Facebook allows us to specifically target existing and potential customers. This has also increased customer satisfaction because our customers receive precisely the information from us that they want. Benefit: Address customers in a targeted manner Supply customers with only the information they are actually interested in

20 Quantifiable success. Social business pays off! Management consultants McKinsey surveyed organisations on their social media activities and the benefit they derive from them. The majority of surveyed companies reported measurable successes through their social business strategies. See for yourself!

21 Internal communications. Realised benefit (average values) Reduced communication costs Increased sales Increased employee satisfaction Reduced travel costs Faster access to internal experts Figures in percent *Source: McKinsey Quarterly 12/2010

22 Customer contact. Realised benefit (average values) Increased Sales More successful innovations Greater customer satisfaction Reduced travel costs Reduced marketing costs Figures in percent *Source: McKinsey Quarterly 12/2010

23 Communication with business partners. Reduced communication costs Reduced product development costs Reduced travel costs Greater satisfaction of business partners Faster access to external experts Realised benefit (average values) Figures in percent *Source: McKinsey Quarterly 12/2010

24 Outlook. One question remains: will the positive trend in social business continue? Experts say: yes, it will. The Bundesverband Digitale Wirtschaft (BDVW) e.v., Germany s industry association for the digital economy, surveyed 188 representatives of companies of various sizes and industries on trends in social media use percent stated that the importance of social media will increase further in the next 12 months. Accordingly, 77.7 percent of respondents to the BVDW survey expect their company s budget for social media to increase in the next twelve months.* *Source: BVDW survey Social Media in Companies 2011

25 Budget for social media in companies. In 2010, respondents estimated that their social media budgets for 2011 would develop as follows: increase (61.2 %) increase significantly (16.5 %) decrease (3.3 %) no change (19.0 %)

26 Social Business Circle all in the loop. Social Business Circle Owned and Sponsored Media Your website, your CRM, your Internet, your support base. Owned Media Your own, fully networked community. Owned and Sponsored Media Sponsored Media Open social networks (Facebook, Twitter, YouTube etc.). Owned systems. Own and third-party content. Third-party systems. Own and third-party content.

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28 What can we do for you? T-Systems Ltd. A Deutsche Telekom Group Company Euston Tower, 286 Euston Road, London, NW1 3DP Internet: Matei Leventer T-Systems Digital Business Solutions Matei.Leventer@t-systems.com