Learn how McKesson and Ogilvy have used social software to convert their Customer Support into social help centers with dramatic reductions in resolution time and increased alignment with sales initiatives.

1. Socializing Customer Support
to Drive Business Value
Kate Leggett, Senior Analyst
Forrester Research
Timothy Kelly, Executive Director of Support
McKesson Physician Practice Solutions
Evan Shumeyko, Director@Ogilvy
Ogilvyone Worldwide

2. Ninety percent of customer service
decision-makers tell Forrester that a
good customer experience is critical to
their company‟s success. Sixty-three
percent think the importance of the
customer experience has risen.

3. A good customer experience is
good for business

4. But, few companies deliver an
outstanding customer experience

5. Customer service decision makers walk a fine balance between
the needs of customers and the needs of the business

6. Contact center managers look to reducing
handle times and increasing satisfaction

7. Inaccurate and inaccessible corporate
knowledge increases costs and decreases
customer satisfaction
Email

8. Collaborative knowledge technologies take off,
and help with delivering a good customer
experience

9. Social collaboration software moves the
needle on all customer service metrics

10. McKesson Physician Practice Solutions
Tim Kelly, Executive Director of
Customer Support
Physician Practice Solutions
March 28, 2012

11. Slide Breakout
• What We‟re Doing with Socialtext / Goals
• Visual – Sync Strategy Between Workspaces
• How We‟re Leveraging the Social Platform
• What We‟re Measuring / Metrics
• Results / Impacts
• Visual – Our Space
11 !

12. What We‟re Doing
• Authoring all Contact Center Solution articles, process,
policy and Product Content to Socialtext
• Using the primary workspace create a 1-4 click strategy for
teams to access content quickly
– Activities / Signals stream
– Searching
• Secondary Strategy aimed at standard Product „Table of
Contents‟ approach
• Creating Segmented and Synchronized Workspaces for
Value Added Reseller Community and Customers to
leverage content authored in PPS Workspace
12

13. Content Sync Strategy
13

14. How We‟re Leveraging the Social
Platform
• All Support team members use tool as single source of
knowledge
• Tagging Content for automatic publishing to VAR and
Customer Workspace
• Using Groups to collaborate with public and private access
privileges
– Example: Tier 2/3 team Private Group shares content Tier
1 should not access
– Example: Training Academy has Public group for all to
comment/dialogue on Training content and direction
• Social validation of solutions content with „Read Only‟ Product
and Policy content
• Self Paced Training through Video Available Via Dashboard
14

15. What We‟re Measuring / Metrics
• Contact Center Measurements
– Average Speed to Answer (ASA)
– Average Handle Time (AHT)
– Grade of Service (GOS)
• Agent Level Metrics
– Same Day Resolution of Cases (SDR)
– Customer Satisfaction (CSAT)
15

16. Results / Impacts from January to
March
• ASA*
– Improved (Reduced) 66%
– From 33” to 11”
• AHT*
– Improved (Reduced) 11%
– From 22” to 20”
• GOS*
– Improved 25.75%
– From 53.5% to 79.25%
* Averaged Across Product Teams
16

17. PPS Central and PPS VAR Central
17

18. Results / Impacts from January to
March
• Same Day Resolution*
– Improved 11.75%
– From 33% - 44.75%
• Customer Satisfaction*
– Improved .67%
– From 51% to 51.67%
* Averaged Across Product Teams
18

19. Ogilvy CRM Connections
Socialtext
Evan C. Shumeyko, Consulting Director
evan.shumeyko@ogilvy.com
19

20. The challenge: How
do we bring
collaborative brand
conversations to life
inside the call
center?

21. What Works | Best Practices
Agent
Engagement
Dialogue Team
Optimization Collaboration
Ogilvy Consulting | CRM Connections

22. Risk | Inform Without Measuring
• How do know what‟s
working?
• Can we adjust our approach
quickly, cost effectively?
• How do we give the agents
just what‟s needed.
• Can we easily measure
agent satisfaction?
• We are pushing knowledge
but are also we pulling?
Ogilvy Consulting | CRM Connections

23. Solution | SOCIALTEXT
Enable knowledge-sharing, collaboration, conversation monitoring & relevance.
Socialize
Branding &
Campaign
Industry Assets
Knowledge at
Agents
Fingertips
Measure Knowledge-
Training Share and
Content Collaboration
Usage
Monitor
Listening Post
Activity

24. Results: Business & Brand Benefits
ROI:
 Top performer on the pilot sales team was the
earliest adopter and user of Socialtext
Hearts:
 Ramped up from 1 pilot team to 5 client call
True Engagement
center teams in approximately 1 year
 ~500 agents total as of 4/12
 10% increase in conversion rate within key
market segments Minds:
Understanding
Improved Customer Experience:
 Evolving dialogue strategy
 Drives deeper understanding Wallets:
 Fosters social business principles safely Consultative Dialogue
Helps clients “socialize the enterprise” from
the ground up
Call Center Agent Actualization

25. Thank you
• Q&A
• For more information on Socialtext, please
visit www.Socialtext.com
• Recording will be available on Socialtext
• How to reach us us:
– Kate Leggett - @kateleggett kleggett@forrester.com
http://blogs.forrester.com/
– Timothy Kelly - @mckesson tim.kelly@mckesson.com
– Evan Shumeyko - @ogilvydigital evan.shumeyko@ogilvy.com
– Sandra Ponce de Leon - @socialtext sandra.poncedeleon@socialtext.com

26. About Socialtext
• First Enterprise Social Software Company
founded in 2002
• Communications & collaboration platform
that helps your employees “In the Flow of
Work”
• Social Layer is our vision
• Flexible Deployment options: Secure on-site
or hosted appliance
• Widely recognized as Visionary & Leader
among key analysts