Content Management & Web Analytics Theatre; How cloud technology helped Vodafone improve their client/agency interactions
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Content Management & Web Analytics Theatre; How cloud technology helped Vodafone improve their client/agency interactions
- 1. Transforming client - agency interactions Josh Gilbertson Co-Founder and Business Development Director
- 2. Cloud computing is a reality © SkyDox 2012 | www.skydox.com
- 3. Company reasons for businesses moving to cloud tools? Reducing Cost Enabling Remote and Mobile working Increasing Productivity Increasing Business Agility According to Forrester ROI figures range from 38% to over 600%
- 4. Create, Share and Manage… “more, better, faster, friendlier” Marketing Department Agency Goals Run lean Client interaction Delivery speed Client engagement Quality output Differentiation Simplify Simplify Mobilize Mobilize
- 5. A changing environment creating issues: Connectivity and internet penetration The growing amount of digital information The proliferation of remote devices The introduction of Gen Y into the workforce
- 6. We are connected and the connections are getting faster More than 2 billion people use the Internet worldwide Europe leads the world in fixed broadband adoption with 54% more penetration than the Americas.
- 7. The amount of digital information has become a burden By 2020, the amount of 9% 9% digital information will 8% 13% grow by a factor of 30 8% and the number of files by a factor of 60. 14% 6% 6% 5% 4% 4% 5% 1% 4% 4% Email read and answer Create documents Analyze information Edit/review Gather information for documents File and organize documents Create presentations Create images Data entry to e forms Manage document approvals Publish to web Manage document routing Publish to other channels Create rich media Translate Information worker survey Forrester Inc.all rights reserved 2009 Q3
- 8. Wasted time costs money IDC estimates every 18% 15% year $6 million is wasted for a 1,000 employee company 14% 19% 12% Reformatting from multiple formats 11% Search but not finding 11% Recreating content Publishing docs with multiple apps Moving docs from one format to another Acquiring archived docs manually Version control Information worker survey Forrester Inc .all rights reserved Jan 2011
- 9. Email is inefficient Collaborative tasks, such Email read and as review and answered Creating approval, have 4.3 hours documents of management overhead $21,279 (managing document $19,952 approval). Workers spend Editing / Analyzing Gathering 8.3 hours of editing and reviewing information info for Filing and docs reviewing. organizing docs $14,251 $14,403 Creating $13,201 presentations $12,481 Managing approvals Managing $10,201 document $10,201 routing $6,000 Source Cost of information information tasks IDC .all rights reserved 2009 Q3
- 10. Solving the Email Sharing and Collaboration Problem?! Complicated & Inefficient Time consuming & Prone to Error File Size Limits Version control Feedback is separated Search and Manage Audit Trails Limited control, visibility, unsecure and unfriendly
- 11. The proliferation of remote devices FORRESTER 62% of workers spend time working at a location other than the office GARTNER 42% of workers spend time working at two or more locations outside of the corporate firewall, such as at home or from client sites, in a working week IDC 62% of businesses believe that the number of mobile or remote employees will increase
- 12. It’s about freedom and control COMPLIANCE AND SECURITY MEASURES
- 13. Gen Y has entered the creative workforce Gen-Y are ambitious, strongly motivated by money, status and career advancement, and expect rapid progress in these areas Millennial Generation, Generation Next , or Net Generation
- 14. Gen Y They use technology at higher rates than people from any other generation: 97% own computer 94% own a cell phone 76% use instant messaging 92% of those reported multitasking while IM- ing 34% used the Internet as their news source Source: Howe and Strauss use tech by Gen-Y graduates
- 15. Gen Y have high values and demands: Team working Real time interaction Tools that are simple and easy to use Expect work tools to mirror web tools Are not afraid to ask for tools that make their job easier and improve work life balance 65% of Gen-Y workers consider it moderately or extremely important that they be provided instant “detailed guidance in daily work” They expect to be able to push information to others instantly and expect real time feedback We demand an ‘always-on’ mentality
- 16. Royal wedding received 2.7m social media mentions in 24 hours “Royal Wedding” was mentioned 67 times every second on Twitter and 74 times per second on Facebook YouTube’s live stream of wedding was watched by 72 million people around the world. Source: http://www.theatlantic.com/technology/archive/2011/05/infographic-the-royal-wedding-social-media-snapshot/238104/ http://www.metro.co.uk/news/862741-royal-wedding-live-youtube-stream-watched-by-72m
- 17. These demands are endemic across the EnterpriseY have high values and demands: These values and demands have now been adopted by all generations in the work force
- 18. Provide the right tools If workers aren't provided with the tools they want, they are savvy enough to go around ICT and get their own. Clients have tried solutions but users reject complicated corporate tools and revert to email or find their own!
- 19. Because I.T. consumerisation has arrived Consumer web apps proliferate
- 21. Providing a simple platform for secure file sharing and collaboration between the agency and client for complete file lifecycle! Find Share 200+ File Types Store Collaborate Deliver Manage
- 22. Giving users tools for online and offline working SkyDox Online SkyDox Desktop SkyDox Mobile SkyDox MS Apps For browser-based For those users who For users on the For users that want collaboration aren’t always move to work in connected to the web PowerPoint, Excel, a nd Word SkyDox Integrations
- 23. Thank you and questions? Josh Gilbertson Founder and Business Development Director
Notas del editor
- Hello, thank you for coming. First I would like to briefly introduce myself. I am one of the co-founders SkyDox, a cloud based technology company who worked with Vodafone as a Development Partner on a really simple file sharing and collaboration platform to help them drive improve the way they work together and with their agencies and third parties. Vodafone would have liked to have been here to talk with us today, but unfortunately they could not make it today so embarresingly your with me so how I planned to approach this session was make it a bit wider than one client only and talk about how our marketing and development clients worked with us to develop this simple productivity platform. During the R&D phase of SkyDox we did heavy research with analysts on what the specific Objectives were and Problems companies, marketing departments and agencies face in the area of file sharing and collaboration with each which eachother. So today I thought it would make sense to share some of these findings with you as well as some general market observations that may help put this space into percspective such as what’s enabling the massive move to cloud and how it effects or enables marketeers to improve the way they work?
- Probably no massive surprise to people but there has been amassive and accelerated increase by businesses in the uptake of cloud technology and productivity tools like collaboration and CRMs Estimated to almost double this year on last. which is hardly a surprise when you look at how work environments have changed.
- The reasons most organizations are moving to cloud over to last few years are said to be to benefit from: Businesses using cloud computing found it processes improvement and speed to market -Cisco53% of IT professionals say the benefit of software-as-a-service (SaaS) is lowering implementation costs. -Forrester ROI figures range from 38% to over 600%, depending on whether the new information or ECM system and or collaboration is an incremental improvement over an existing one or is an entirely new system replacing previously manual processes. -IDC
- More specifically, from our dev client interactions theover riding theme we heard on what they are trying to achieve is simply put as MORE, BETTER, FASTER, FRIENDLIER:In particular, our marketing department developments clients have been focused on: A need to run lean and need to ensure they get the most out of their partnerships and agencies. - Getting more from retainersSpeeding up delivery times, decision making and collaborationEnabling innovation and focusing on quality output instead of the technical issues using email and other legacy systemsDoing it all in a very user-friendly way that would allow people to work anywhere, any device And making sure that it always meets companies security policies For Agencies the research had a greater lean toward client interaction, satisfaction and engagmentDifferentiation – offering tools over the competitionAs well as serving their own internal and client mobile requirements in a simple and secure way!We’ve also done our own research into the barriers they faced in trying achieve these goals.
- We’ve also done our own research into the barriers they faced in trying achieve these goals.Which created 4 main observation areas. These areas really reflect the changing environment in file sharing and collaboration. They show where the issues lie as well as whatopportunities are availableif these issues are approached correctly.They are:- Connectivity and internet penetration- The growing amount of digital information-The proliferation of remote devices-The introduction of Gen Y into the workforce
- Connectivity is up! More than 2 billion people use the Internet worldwideEurope leads the world in fixed broadband adoption with 54% more penetration than the Americas.
- But there has been a massive growth in the amount of digital information that the average worker needs to handle. IDC predicts that by 2012 the amount of digital information will grow by a factor of 30, the number of files, by a factor of 60. The volume and velocity of information will have a direct impact on the productivity of users. IDC Boxon Slide 1
- IDC also estimates that on average a 1,000 employee company wastes 6 million dollars because their workers are:Correcting Reformatted workSearching but not finding what they’re looking forExperts say that searching for information consumes 24% of a typical information worker’s time -- 9.5 and 9.6 hours per week, respectively.Each task costs an organization more than $14,000 per worker every year. It makes sense, then, that if workers are spending roughly a quarter of their time searching for information and another quarter analyzing it, this time couldbe used more productively.Recreating their contentPublishing documents with multiple appsMoving files from one format to anotherAcquiring archived documents manuallyWorking from incorrect versions
- Email consumes an average of 14.5 hours per week, per worker.This is not surprising, given that it is the major vehicle for collaboration and for exchanging information, both inside and outside the organization. Email is often intimately intertwined with document workflow, sales, scheduling, and other business processes. Assuming that the average knowledge worker makes $60,000 a year, that must mean the time spent in reading and answering email costs a company $21,752 per worker per year.
- Solving the email problem is still the number one piece of feedback we received from development clients. MarStating it is difficult, confusing, inefficient, and prone to error. In particular, they have reportedthat there are problems with:- Attaching a file because of size limitations.Ensuring everyone is on the right version - Feedback sits outside of the document in email, which means that it’s easy to get your wires crossed with your coworkers and accidentally double up on feedback or have infromation conflict with eachotherIt’s also just tough to find the right information. No Visibility, control or security – once it is out in the email you have no control over it.- It’s also unsecure.In the end, group exchangeusing email is a nightmare. Email is one too many and not really the best for exchanging files. Butour studies have also shown that using software tools that streamline the collaborative review and approval process can reduce or eliminate time wasted in version control issues, reduce the management overhead for file approval and routing, and potentially reduce the edit / review time. Automating these content workflow or business process tasks could eliminate nearly a full workday a week for an information worker who performed all of them today, leaving that worker with the time to work on more productive tasks. Any dent that an organization can make in the hours information workers spend on any of these tasks will have immediate payoff. And that is what our interviews confirmed. Investment, for instance, in content management software immediately improved the productivity and efficiency of one company by 30%. And that is without the intangible benefits.
- The prolification of remote devices!Connectivity is up and is enabling high speed mobile connections. As a result, workforce mobilization has been on the rise. Can I ask a question who here has a smart phone, ipad or tablet? Who’s is ownd by organisation? Who has a personal deveice? Who uses their personal device for work purposes? Forrester reports that 62% of workers spend time working at a location other than the office, and Gartner forecasts that 42% of workers spend time working at two or more locations outside of the corporate firewall, such as at home or from client sites, during a working week. Both firms believe that a gap exists for an integrated solution that can enhance and improve collaboration opportunities between workers across different locations and organisations. IDC have established that 62% of businesses believe that the numbers of mobile or remote employees will increase. The proliferation of hand-held digital devices has also created a Bring Your Own Device (BYOD) culture where employees expect access to the corporate network and document store from their personal devices. What’s the problem with that?According to Forrester, already more than 70% of iPads and 50% of smartphones used in the corporate environment are purchased by employees. Working on unapproved devices creates security risks, but the need for hand-held devices cannot be ignored.
- This is directly reflected in our research clients reporting they are having a nightmare on how to enable this freedom of working from anywhere, anyway and benefiting from the productivity gains associated with this while maintaining control, visibility and security over the organization’s content.Information and knowledge management professionals are now asking important questions: What’s the best tool set for my distributed team? Should I install a tool or buy it as a service? Which vendors are best? How do we maintain control and security over our content as an org?It all comes back to finding the balance between users’ needs with the compliance and security measures necessary to protect data.
- The next factor that is forcing change in the workforce is the entrance of Generation Y. Gen-Y are ambitious, strongly motivated by money, status and career advancement, and expect rapid progress in these areasThis generation is also known as Millennial Generation, Generation Next , or Net Generation because of the early contact they have had with computers as well as with internet, mostly since their teen years.
- They use technology at higher rates than people from any other generation: 97% own computer94% own a cellphone76% use instant messaging92% of those reported multitasking while IM-ing34% used the Internet as their news sourceWhat % use Social Media? IN fact some refer to them as the F-Generation – Facebook Generation
- Using this technology and understanding their makeup, they value and demand:- Team working, real time interaction- Simplicity and ease of use- Expect work tools to mirror web tools- Are not afraid to ask for tools that make their job easier and improve work life balance- 65% of Gen-Y workers consider it moderately or extremely important that they be provided instant “detailed guidance in daily work”- They expect to push information to others instantly – look at media – US Pepper Spray and RIOTS
- This is a beautiful Royal wedding received 2.7m social media mentions in 24 hours“Royal Wedding” was mentioned 67 times every second on Twitter and 74 times per second on FacebookYouTube’s live stream of wedding was watched by 72 million people around the world.
- These demands are now endemic across the enterprise. Raising the demands of all generation in the workforce.
- If they aren’t provided with tools they will find workarounds.We found when our clients really looked, they found their people were using non-authorized and often unsafe tools to get the job done through a file or projects complete lifecycle. The simple tools to date were often the most unsecure – like DropBox. Users are rejecting the complicated corporate tools and complicated processesoffered to date. We found many of our research clients had rolled out tools, 1st gen platforms, FTPs, project management web portals etc which users often. Too difficult add people in to the process felt like they needed a tech degree to learn to use and Meant that through the file creation and collaboration process the user had to use multiple tools adding in adhoc collaboration parties was time consuming and difficult. These tools reformatted people’s files or really just became a File repository so didn’t really deal with the email problem.Link sending only file sharing still created email collab problemsFeedback was still done outside of document and not tagged to specific points on material. So people reverted back to email or finding workarounds? So the need was to build serving simplicity and security.
- This has really created what we call the CONSUMERISATION OF IT!Social business technologies can be adapted to cloud environments. They reveal who is connected to whom and amplify collective intelligence within and across enterprise boundaries. They show who the high-performers are, where value is created, who creates it, and the roles key people play in sourcing and acting on new, value-creating knowledge. These technologies shrink social distance within a distributed workforce.
- Taking this analysis and insight on board, we developed a collaboration platform that would work for these development clients needs in this changing environment. We knew it had to be a simple solution for users to actually use it. Sounds simple but, in fact, was a much bigger undertakingand more complex to achieve than we had ever believed. We also knew it had to be highly secure for IT to allow its purchase.Having narrowed down the core requirements, we prioritized the solution according to the requirements that Vodafone and our other customers set out.
- A simple platform that speaks out to other places and gives people the freedom to Store, Find, Share, Collaborate Deliver and Manage Content with others:- Wherever they are- Whoever they want to work with, both in their team and outside with their agencies - inside and outside the firewall- With whatever they want to work with – device or file Be an easy way to upload info, invite others, render any image based file type accurately to their online view with no reformatting, allowing online commenting, annotation and tagging as a team, using social media concepts in business with IM, presence etcAn easy way to manage content (audit trails, reducing use of email, one place for storage) Satisfying high technological expectations of Gen Y (social business tools, instant feedback and communication) Maintaining a safe environment so employees do not need to worry about security
- We had to make sure that the product worked and was available in a variety of places and views that would allow users to work in ways that suited them personally including:- Online, for browser-based collaboration- Offline, because sometimes it’s difficult or impossible to connect to the internet.- On a mobile, to satisfy the demand for hand-held devicesOr as part of certain legacy systems like PowerPoint, Excel, and Word, which allows users to continue using powerful tools that are familiar to them.Furthermore, based on client demand, we also included integrations into Outlook, editing tools and other preference Systems for those who need it!