Chatter Deployment Strategies

Andi King, salesforce.com

Jan Milden, Honeywell

Shaun Baker, BMC Software

Matt O'Connor, salesforce.com

Administrator Track

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http://www.youtube.com/watch?v=tdqoQ0zL7GQ&feature=player_profilepage

Andi KingCustomer Success Manager

salesforce.com

Session Objectives

Identify key implementation steps for a successful Chatter deployment

Discover unique strategies used by other customers

Identify common challenges and ways to avoid them

“If you build it, they will come”

• Define the business problem / opportunities to address • Consider the current landscape when defining use cases1. Use Case Identification

• Identify the necessary roles / responsibilities• Team members should include project roles and ongoing support 2. Define the Team

• Communication planning, sponsor and evangelist engagement • Define user guidelines – dos and don’ts 3. Change Management

• Determine the approach and media• Focus on the ‘why’ more than ‘how’, the technology is relatively simple4. Training

• Develop adoption campaigns and ongoing communications • Adoption requires ongoing nurturing that should be planned for5. Adoption Planning

• Define the approach for supporting users and moderating use • Support effort will vary based on number and savvy-ness of users 6. Support / Moderation

Key Implementation StepsPlanning Your Chatter Deployment

Jan MildenSenior Manager

IT Business Process Enablement

Honeywell

All About Honeywell

Company Overview• Fortune 100 company that invents and manufactures

technologies for areas such as safety, security and energy

• 122,000 employees worldwide• Composed of four SBGs: Aerospace, ACS,

Transportation and Specialty Materials

Salesforce Implementation highlights for SM• SM: 1,300 SFDC Users, Enterprise license• Deployed Chatter Beta in May 2010 • Just completed a major project to convert a key SBU

to Salesforce from a legacy CRM system (800 users)

Shaun BakerIT Senior Manager

BMC Software

All About BMC Software

Company Overview• BMC Software, Based in Houston, TX• $2.07bn/yr Revenue, ~8500 employees• Global Footprint

• Development Centers in Houston, Boston, Israel, Pune, San Jose

• Global Sales Offices• Large work-at-home Population

• Major Datacenters in Pune, Phoenix, Houston

salesforce Implementation highlights• 1933 Unlimited Edition Users• 6727 Chatter-Free Users• Salesforce roll-out started 1/27/09• Chatter roll-out started 3/15/11

Inside BMC Software

Matt O'ConnorDirector, Collaboration

and Social Media

salesforce.com

All About salesforce.com

Company Overview• 5,300 employees, HQ in San Francisco, CA • Revenue: $1.7 billion• CEO: Marc Benioff

Salesforce Implementation highlights• Enterprise wide deployment to > 5,000+ global

employees • Almost all major business processes are automated:

Sales, Support, Marketing, etc.• Greater than 25% of users contribute daily • Chatter User Influence actively measured and

recognized • More than 6,000 groups • Live for 18+ months

Questions & Answers

Andi KingCustomer Success Manager

Jan Milden Sr Manager , IT Business Process Enablement

Shaun Baker

Matt O'Connor

IT Senior Manager

Director, Collaboration and Social Media

Remember, the experts said:

“If you build it, they will come…” DOES NOT WORK. People need a compelling reason to adopt yet another tool.

Leadership by example has been the most effective adoption strategy for Honeywell SM.

Determine what you want Chatter to do for your organization and build a consistent message around that theme.

IT can’t do it all. Engage organizational core-competencies to achieve success.

Chatter Deployment Strategies

Andi King, salesforce.com

Jan Milden, Honeywell

Shaun Baker, BMC Software

Matt O'Connor, salesforce.com

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