lotusphere 2012: social business example - safebook

© 2012 IBM Corporation

AD 105Use IBM Domino and XPages for your social Business

Niklas Heidloff Senior Software Engineer | IBM

Herbert Wagger Managing Director | INTRANET Software & Consulting GmbH

2 | © 2012 IBM Corporation

INTRANET Profile and Customer References

Company Profile• Foundation1997• Independent Software Vendor• Markets: Banks, Insurance, SMB• 35 Installations, > 10.000 user

INTRANET Software & Consulting GmbHLAKESIDE B01, A-9020 KlagenfurtTel. +43(0) 4229 3900http://www.intranet-consulting.at


Collaboration and Social Software

■ A social business is one that embraces and cultivates spirit of collaboration and community throughout the organization – internally and externally

■ Social software helps users to find the right information at the right time by leveraging personal networks, analytics and context

■ Collaboration and social software allow sharing of information. Social software adds functionality to address the information scatter and flood problems


The World has changed

Desktop Smartphone/Tablet

Pull Push

TouchClick

Tabs Feeds

Location unknown „location aware“

eBusiness Cloud

„always connected“„go online“

Program-CD Apps

2000 2011


The Social Enterprise

Watch out this Prezi

http://prezi.com/rnsulcj6p-xq/social-media-project-safebook-v2/


A Banking Solution over the years

2000 200920082004 2011

Integrated Banking Frontend Web 2.0

Lotus Notes/Domino Release 4.5, 5, 6, 6.5 New Techn. (R8)

2013


“Safebook” brings the Best of the Consumer Web to Banking Business

Selling experience Analytics

Recommender EngineGenius Social Networking

Tagging , Rating, Subscription Real Time conversation ,

micro blogging

Everyone can contribute with his knowledge

User Experience“sexy” UIs


Safebook (Social Media, Web 2.0)

i-Bank + safebook = i-Bank 2.0

i-Bank: CRM, Marketing/Sales & Workflow Platform

i-Bank Framework

CustomerRelationship

Analysis/Councelling

Products Acquisition Controlling Loan Processing

Domino and/or Websphere

Custom er Info

ContactHistory

NeedsAnalysis

Product Proposal

Product Conditions & Knowledge

Targetgroups

Cross-Selling

Sales AnalysisReports

Calendar/To-Do List Mail Financial

PlanningProductSelling Product Finder Multi-Level Activities

Opportunity Mgm t.Annual

Sales Plan

CRM Base + Customer Mgmt.

Transaction Processing Systems (Mainframe)

Sales Scripts ProductCatalogue

CampaignManagement

Sales Mgmt &Controlling

LoanAppl.

RatingScoring

ApprovalWorkflow Process

Credit Manager


Live-Demo

Social CRM360�CRM- and social view

ProdupediaSalesWiki, Rating, Tagging, …

i-TweetMicro Blogging & Activity Stream

Social Enabler, XNamesLotus Connections, Dropbox, Facebook

Social AnalyticsEmail, Calendar, i-Tweets

>

>

>

>

>


Social CRM (1)■ Purchase Probability (Amazon)■ 360 degree customer view,

profiling, segmentation, products, financial status, ...

■ Social Client akquisition (Campaigns, Opportunity Management, Contact Management)

■ “Follow” a Customer and get posted via Activity Stream

■ Advisory functions, Financial Planning (As-is analysis, szenarios, calculations, tools)

■ Sales planning/monitoring and controlling


Social CRM - 360° view on customer incl. social view

■ i-Tweets from inside the organisation

■ Social Profiles & Conversations (Facebook, Twitter, Google+, LinkedIn, ...)

■ Social Analytics of SM-Channels■ Cross selling potential■ Opportunity Management■ Activity Management■ Appointments, ToDo‘s, e-mail


Social Enabler for XPages■ Social Apps For Enterprises

using XPages and OpenNTF project Social Enabler

■ Utilize and integrate services from Connections, LotusLive etc. and inter-operate between heterogenous systems using standard and established technologies like REST, OAuth and JSON


“Produpedia”, the SalesWiki■ Wikipedia concept, everyone

can contribute with his knowledge

■ Product Knowledge Base, Terms & Conditions, Highlights, add-on Products, ...

■ Best Practice in sales, tactics, sales arguments

■ Cloud Tags, Product Finder■ Comments, Ratings, Tagging■ Top Charts, What's New,

Popular, ...■ Blogs (Integration with Lotus

Connections)■ Microblogging, publish feeds into

i-Tweet


“i-Tweet”, internal wall, micro blogging, info-push■ Integrate People, Content and

Applications■ Follow colleagues or experts

across the organisation■ Follow campaigns, loan

applications, hot customer cases etc.

■ Social Product Livecycle, involve Product Managers, Marketing, Sales, Legal, Sales Rep. in a feedback-loop.

■ i-Bank or external systems start talking to you via the live-feed and status updates.

■ Comments, Like, Share, Tagging


“XNames”, Social Address Book, Communities, ...■ Connect with and „follow“

colleagues, groups and specialists inside the Intranet and share information, ideas and knowledge

■ Existing groups from the Domino Directory can be used for posting information (similar to Google+ circles)

■ ad-hoc groups can be build and joined to work on certain business cases inside i-Bank

■ XNames is used inside safebook/i-Bank. Profiles from Lotus Connections can interface.


Enterprise AppStore■ Engage the user community,

rather than merely listing applications.

■ Embrace agile methods to regularly deploy new functionality.

■ Apply application intelligence, combined with DevOps disciplines, to improve the apps over time.

■ Mesure developer success through consumption and application intelligence feedback, rather than mere productivity or project completion.


Social Analytics (mail, calendar, i-Tweets)■ Email Ranking to find the top

contacts internally and externally as well as e-mails from customers.

■ Tag Searching to analyse popular subjects or terms, presented in a tag cloud.

■ Mail statistics: mails send/received, did people respond to you, did you answer e-mails, busiest day in the week, etc.

■ Analytics on calendar: number of meetings, how much time spent, Participants ranking, where, main subjects, ...


ibank on iPhone/iPad, mobile CRM


Q & A

Niklas [email protected]@nheidloffheidloff.net

Herbert [email protected]@HerbertWaggerwww.i-bank.at

mailto:[email protected]

lotusphere 2012: social business example - safebook

Technology