Thursday, January 6, 2011

Social Business ROI - Why Do You Need This With Examples Like This?

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I can't think of a better way to start the year 2011 than with an amazing success story that led to increased customer satisfaction thanks to social collaboration. My colleague Fred Raguillat wrote this up, so I'll let you read through his awesome story:

This is another scenario where IBM's Social Collaboration Platform & Atlas made finding experts & collaboration across continents an easy task..!

Adam Ramsay and Rob Thatcher from IBM UK needed Dev Technical assistance fixing a deployment problem with Mobile for their customer. Using IBM social software, we were able to successfully resolve the problem within 24 hours across two different continents.

Here's the sequence of events...

16:45, Monday December 6th GMT, Adam Sametimed with me, asking for help with his problem.  Michael Roche (Lotus Connections Distinguished Engineer) had referred Adam to me for assistance on "mobile application issues with applications".

By 17:12 I had all the information I needed from Adam and Sametimed Luis Benitez for help identifying developer(s) in in the U.S. that could assist. Luis performed a quick tag search using Lotus Connections ('mobile', 'development', 'connections'), identifying the best two qualified developers. With three clicks he narrowed down a company of 400,000 employees to 2 employees!


I then used Atlas to find my "contact entry point" (my link to those guys). I then mailed a "help request" to all the relevant parties..

At 18:30 Jesse Hill, one of the mobile LC developers, confirmed that he would be happy to help..

At 8:00 the next morning the UK team sent the log files over to Jesse in the U.S. By that afternoon Jesse sent a fix on to Rob. Rob made the relevant changes, and by 17:00 Rob sent an email to confirm that all issues were resolved.

Sounds easy, yes!? but think if we did not have those tools in our reach, this would have taken for ever..!

Thanks to IBM Social Software, we’ve got another happy customer! ;-)


From: Robert Thatcher/UK/IBM@IBMGB
To: Adam Ramsay/UK/IBM@IBMGB
Cc: Tony Hickman/UK/IBM@IBMGB, Jesse Hill/Phoenix/IBM@IBMUS, Fred Raguillat/Ireland/IBM@IBMIE
Date: 07/12/2010 17:13
Subject: Re: Fw: Help Request! RBS Lotus Connections mobile assistance


Headline is good news Mobile is fixed and working.

Longer story is that Jesse found the problem very quickly, and it is fixed in But rather than disturb the system Jesse gave me a work around to the Configuration file. I have made the change to the config file, and restarted the Mobile app only. I would suggest a complete restart of WAS when convenient to confirm that the config changes did not upset other functions.



How's that for a success story? And it would've been less than 24 hours if it wasn't for the timezone difference.

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