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Past Lithys

Past Lithys
Check out Lithy entries from previous years.
Company: BRP  Entry submitted by:  Jasmin Boudreau (Jasmin )  Community Manager Community: BRP Community (https://community.bossweb.brp.com ), a private B2B community Lithy category: Support Savings MVP     BRP: Who we are, what ... See more...
Company: BRP  Entry submitted by:  Jasmin Boudreau (Jasmin )  Community Manager Community: BRP Community (https://community.bossweb.brp.com ), a private B2B community Lithy category: Support Savings MVP     BRP: Who we are, what we do and what’s our story!   BRP is the world leader in the design, manufacturing, distribution and marketing of motorized recreational vehicles and power sports engines. BRP products are distributed in over 100 countries by more than 3,500 dealers and distributors.   What makes your heart race? How often to you take the time to smile ear to ear and share good time with your family   We push ourselves for it. We come together to earn it. We try and try and try again to reach that prize. It's our motivation, our inspiration to move forward. It's the reason why we stand back up every time we fall. What are we talking about?   We are the company that invented the snowmobile and we've built 3,000,000 sleds to date!!!!!     We are not bringing you to the water; we are the company that brings the water to YOU.     We believe in a world where everyone can experience the exhilaration of the open road.     The riders. The ultimate rush. The Can-AM off-road thrills are never-ending.     LIVING THE LIFESTYLE. SHARING THE PASSION.   Take a deeper look at our culture in this short but powerful video: BRP - The history is made of stories   The community The BRP Community links all of the BRP dealerships and BRP together across the world to share advice, technical expertise and to connect in a completely different way. This community is the ONLY one in the power sports industry.   Our Community is a private Business to Business community and has been active since February 2012. We are still relatively young but have shown a tremendous growth and success since our go-live.   For years our North America after-sales support department have supported our dealer network by picking up the phone and answering questions. Considering our large dealer network, our continual growth of business, the complexity of vehicles and the large call volumes, we needed to change our methods of supporting our dealers.   Combined with the complexity of questions, the increasing volume of requests, the dealer survey results and the on-going frustration of not being able to provide more added–value in our customer lives, we decided it was time to change. We needed to look at the service experience and the structure of our after-sales department to address the challenges our network was facing in their day to day and meet their expectations of our company.   We decided to change our call center to a contact center by using new technologies to move towards a Dealer service transformation (DST).   2013 was the year of transformation for our BRP North-American after-sales service team and we changed the way we interacted with our dealers.   The changes took place with 4 key pillars 1)     Leveraging our Knowledge center 2)     Increasing the community usage and integrating it in our dealer`s day to day operations 3)     Introduction of webcases to receive questions from our dealers 4)     Changing the team structure to support our dealers by Regional Teams accessible via multiple channels instead of reaching departments and silos.   What does this mean to you, to us, to our customers?    We want to make sure our customer’s vehicles are fixed right the first time and that our customers never lose a ride!   Where does the MVP come into play?     The BRP Community powered by Lithium is a critical asset in our transformation.   “We cannot become what we want to be by remaining what we are!”   At this point, we are no longer a call center but rather a complete hands-on contact center.    The dealer can g o to Community and use the search tool for the network to provide support.   Our dealers can now follow BRP in this live environment and be informed on a daily basis on all parts, technical, and warranty related questions or any other after-sales service topics within this one stop shop. It’s also allowing them to access other techs around the globe. It’s given the chance for dealers to leverage the thousands of years of experience with BRP vehicles where before they were limited to their facility.   Again, this is not a typical community with customers coming in for their own personal interests. These are technicians and service managers that are taking time from their typical day to day activities to go in an environment that isn’t truly natural to them. Considering these users are not computer enthusiast, they could have felt that an online community was a waste of time and money but this was not the case as we see them coming back over and over again. This demonstrates our true success.      BRP is very proud to have technicians that were awarded the title of MVP (Most Valuable Player) of the BRP Community within a year.    Their technical knowledge and ability to easily share technical advice is renowned among their peers and BRP staff. Their expertise reflects positively on their whole dealership and comes with some benefits.   Recognizing that the Community is a living entity that needs to be fed quality and timely information on an on-going basis to remain useful, impactful and the go-to place for all technical information, BRP, through the Community MVP Program, is able to maintain that momentum 7 days a week.   What is the program?   The Community MVP (or Most Valuable Player) program recognizes members whose significant contributions designates leadership and commitment to their peers within the BRP Community. The program is designed to recognize and thank individuals who help make our Community a useful tool with very high quality standards and aims to bring to the forefront the most influential users in the BRP Community.   In addition to being recognized by the Community, the MVP enjoys certain privileges. They have privileged access to BRP staff, access to the latest information to support the customers, their status allows them certification points , the MVPs can use the @mention feature to bring a BRP staff into a discussion, and they have a dedicated MVP private room. Also, both the dealer and MVP have received an award to showcase in their dealership. This helps a customer coming for service to know what one of the technician is recognized by the manufacturer as one of the best in his job.   As of April 14th, the Community has generated          2,345,140 Logins,                                                                          75,568 Posts,          36 262 Kudos          5,774 Accepted solutions For the same period of time, the MVPs has generated:          22,213 Logins          5,510 Posts          5,307 Kudos          596 Accepted solutions   These metrics are outstanding considering theses MVP are first and foremost working technicians or service managers that are busy all day long. They are investing a tremendous amount of personal time to share t heir knowledge and help others - Over 9 000 hours of total minutes online and read 630 00 posts since they have registered to our community.   It’s also very beneficial for BRP since the MVPs are located across North American in different states, provinces and time zones. Since they spend most of their time online after their own working hours, it means they are active in the community when BRP staff is not working hence allowing longer support hours for a technician looking for answers in theses other time zones.   BRP considers very highly theses MVP. The contribution from theses 5 individual is direct call deflection and pressure off our BRP technical staff. They are key players to help us in our Dealer service transformation.   We are the only manufacturer in the entire power sport industry with a dealer community (B2B) in place.  This is a tremendous achievement for our organization to have such innovation and success while being able to have our dealer network support this change.   The dealers, mostly multi-brands, are recognizing the power and benefits of our approach. It was a very big challenge for BRP to have them change their habits of going from phone to using our online community. We`ve heard so many times at the beginning of this transformation: “I don’t want my tech to lose time on the internet .” Or “ I’m paying him to wrench, not to push keys on a keyboard ” and the typical “Why would I spend time using your tool if I can just call you?”   Today we are no longer getting these comments, we are simply getting accolades and dealers will tell you that they cannot imagine working without these tools. When they log in and they see the MVP names, they can trust the advices provided by them and they are confident what was said can actually fix their problems. They recognized they are technicians like the guys in their own shops sweating bullets, turning wrenches, hitting knuckles and working hard for a living.     In order to show our gratitude, BRP showcases the MVPs at the After-Sales Service booth at the Ski-doo Club in Quebec City in front of multiples hundreds of dealers and thousands of individuals.   The MVP colleagues have received either a laptop or a trip to visit BRP’s installations, production line and museum in Valcourt, Quebec at all expenses paid.   They are part of the BRP family and they have the same yellow blood we have in our veins!         
Company: Centrify  Entry submitted by: Raman Kumar, Sr. Director of Technical Support  and Customer Success, and Anton Chiang (ac), Manager, Community and Support Programs Community: Centrify  Community  (http://community.centrify.com) ... See more...
Company: Centrify  Entry submitted by: Raman Kumar, Sr. Director of Technical Support  and Customer Success, and Anton Chiang (ac), Manager, Community and Support Programs Community: Centrify  Community  (http://community.centrify.com) Lithy category: Support Savings MVP   Centrify provides unified identity management across cloud, mobile and data center environments. Centrify solutions deliver single sign-on (SSO) for users, privilege management and auditing for security and compliance, and a simplified identity infrastructure for IT. Centrify is used by more than 5,000 customers worldwide, including half the Fortune 50.   Centrify provides unified identity management for end users and privileged users. With flagship products addressing needs for identity management across cloud, mobile and data centers the Support team interacts with IT admins every day with several skills sets spanning across *NIX, Windows, Active Directory, SAML to name a few. To Support this vas diversity of skills, the Centrify Support team believes that the Community (peers) of Centrify admins across the globe play an important role in collaborating with the experts at Centrify and on Customer premises.   As we grow our customer base, we are now taking a Community first approach to boot strap our Support team by virtually extending it to our MVP’s at thousands of customers’ locations. This has helped us two fold: first, we have happy customers who are constantly willing to share their knowledge and experience with other industry veterans in our space, and ensure that they share their best practices. Second, we are now able to reduce our costs to add engineers across every region, time zone and yet meet SLA’s and responsiveness by leveraging our Community on Lithium.   This has opened the doors for all our products to receive timely support. Our free product is only support by our Community, and this free peer support model is giving our champions (who have deployed in labs or very small environments) the support they need.   Our community categorized by different product lines: Centrify Server Suite (our on-premise product), Centrify Identity Service & Centrify Privilege Service (our cloud based product) and Centrify Express (our free product). All community members have read access to all categories and write access to our free Centrify Express forums. This enables Centrify to provide a positive user experience for our free product users, potentially leading to paid upgrade when their organizations expand.   For our paid customers, they have the option to ask their technical questions in the premium product forums. These questions are automatically escalated as support cases to our CRM if the community does not answer them within 24 hours. This ensures that our paid customers receive timely responses while Centrify reduces paid support contact volume.   Our organizational changes   At Centrify, we value support as a team that adds value to our customers and not a cost center. That being said, just like every successful and customer centric organization, we keep a close eye on our costs every year. The savings in Headcount to support our customers are re-purposed to make the Community and Centrify Support Portal more interactive and resourceful. With new products, new customers we are always innovating and ensuring that every type of customers who come to us for a help can easily find their answers. In the future, we will be enhancing the UI further to provide a single pane of glass for all existing customers to address their technical and product needs. The success of Community for our customers has also enabled the use of Community internally. It is a powerful tool that Support Engineers across the two Tiers and all locations worldwide use to collaborate, and ensure that the knowledge created is available for new engineers and cross functional on-boarding of engineers.   Our business results   Centrify Community started as a platform for our Express users to ask their questions and in the last 18 months we have opened this for every customer of our solution (paid or free).   In spite of growing our customers base and revenues by 2x, our team has been able to successfully support 5000+ customers and continuously achieve a 92%+ customers satisfaction*. Without enabling peer-to-peer community help, we would not be able to sustain such rapid growth while maintaining a high score for customer satisfaction.  Support Management at Centrify is always looking at metrics to drive more self-service, engineer efficiency and content creation (Knowledge articles).   *Customer Satisfaction is derived from 5 survey metrics that we collect from our customers. Every time a case that is opened with Technical Support team at Centrify, the customer will have an opportunity to provide their feedback on the products, people, and features / functionality of Centrify Solutions. Customer are asked to rate us on the 5 parameters (1) Case Owner Satisfaction (2) Overall Product Satisfaction (3) Product Quality (4)Features and Functionality and (5) Overall Support Satisfaction.   We’ve seen steady community growth in the past 3 years. Q1 2015 we saw a year over year increase of user sessions by 31 %, and 13% increase in topic replies   More than 30k visits per month in indirect contact deflection. 40+ technical topics are answered and turned into searchable community knowledge for future use.   Super-user Spotlight:   Rich Multimedia Content:     Wealth of technical information and resource in the community: In-depth Community Generated how-to articles:      
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Support Savings MVP   Vodafone Group is a British multinational tele... See more...
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Support Savings MVP   Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.   Throughout the rankings and roles program, Vodafone Europe has been unique in applying customized loyalty programs focused on the use of our platform. We leverage personalized emails, depending on the number of registrations, use, frequency, and proficiency of Lithium features.   The complaints department bases their strategy upon our top terms queries from Lithium. We provide our complaints team with a list of terms frequently used on our eForum to give them a heads up on the complaints that they will receive that week. They proactively discuss with the appropriate departments related to those issues, and they search for the correct answers to provide customers in a timely fashion.
Company: Cisco  Entry submitted by: Becky Scott (lolagoetz ), Jason Hurst (jashurst), Joana Dehanov (jdurande), Social Knowledge Program Managers Community: Tech Zone (techzone.cisco.com ), internal community Lithy category: Support Savi... See more...
Company: Cisco  Entry submitted by: Becky Scott (lolagoetz ), Jason Hurst (jashurst), Joana Dehanov (jdurande), Social Knowledge Program Managers Community: Tech Zone (techzone.cisco.com ), internal community Lithy category: Support Savings MVP   Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected.   At Cisco customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.   Cisco's Support Community   The Services Business Capabilities team at Cisco has leveraged Lithium's capabilities to empower engineers in Cisco's Technical Assistance Center (TAC) to easily capture knowledge created through collaboration, reuse it internally, and share it directly with Cisco customers. We implemented more than 80 custom components within the Lithium platform to deliver a solution called Tech Zone to the TAC organization that is optimized for their needs and integrated into their workflow. The TAC is staffed by over 3,000 engineers spanning 20 facilities worldwide, bringing support to Cisco customers in over 180 countries in 17 different languages. Tech Zone has become a preferred channel for TAC engineers to collaborate, and has transformed not only the way TAC manages their intellectual capital but how Cisco communicates, collaborates, and serves its partners and customers.   Our Innovations   Since its origins, Tech Zone has pushed the boundaries of what a Social Knowledge Management Environment is and what it can become. With the goal of empowering our support engineers to solve customer problems quickly and effectively, we have expanded the core capabilities of the Lithium platform by implementing many custom features to enhance the collaboration experience, streamline the support workflow, and provide additional channels for sharing content. Some examples are:   Raised Hand Subscription The "raise hand" feature allows users to draw attention to a discussion in progress in order to ask for additional help. Subject matter experts can subscribe to raised hand events as they do to other content, allowing them to be immediately notified when other engineers need assistance. Solution Buddy An internally developed tool we call Solution Buddy uses the Lithium APIs to integrate the platform with the salesforce.com instance TAC engineers use to manage support cases. It powers reuse of Tech Zone content by automatically surfacing relevant content within the salesforce.com interface, thereby enabling engineers to find answers to customer problems quickly without the need to search or leave their case management platform. It also lets them link relevant Tech Zone content to support cases, thus helping others solve similar problems in the future. Flag for Improvement With the proliferation of articles in Tech Zone, content was becoming outdated or sometimes contained errors. We addressed this by implementing a document maintenance process. Users can click a link to flag any article that needs improvement. Then they must choose an option that describes why they flagged it (critical information needed, inaccurate information, duplicate content, etc.) and provide comments explaining what needs updating. Flagged articles enter a Knowledge Base Article Dashboard re-purposed to manage the process of moving them through the improvement workflow, and an email notification is sent to the users responsible for the article. Those users then submit changes for review by the flagger or moderator. When the changes are accepted, the article is updated and exits the flagged state.   The screen shot below shows an article that has been flagged for improvement. The next available actions are shown in the Actions widget, which in different states could be: Flag for Improvement, Suggest Additional Improvements, Improvements Completed, and Review Improvements. Article Publication Workflow Leveraging Lithium REST APIs, we automated the process of publishing Tech Zone articles to our corporate website at Cisco.com and our mobile support app. Sharing the most valuable articles in Tech Zone multiplies their value by enabling customers to quickly find their own answers when and where they need them, thereby reducing the number of support cases they need to open. When an engineer reaches the rank of Associate Level 1 by participating in the community, they are given permission to "Nominate [Articles] for External Publication" from the Actions widget. Nominated articles are reviewed by technology specialists known as Technical Content Engineers, who then forward them to Technical Writers for further review and formatting before they are published to Cisco.com. The user interface includes links to move the article to the next step of the process and manage which users are collaborating to review the article. A Publishing Life Cycle widget lets users know the state of articles within the publishing pipeline.     Business Impact   Our innovations have increased productivity and reduced costs. The business impact driven by Tech Zone has grown significantly since the community was launched.   User activity in Tech Zone has increased steadily each year. We have driven user engagement through the unique use of leaderboards, and competitions such as Knowledge Champions League and TACode. As of the end of March 2015 there have been: 55,000+ Discussions Started 201,000+ Replies 32,000+ Articles Created 44,000+ Article Kudos 18,000+ Article Case Links 1,700+ Articles published to Cisco.com Our engagement initiatives and innovations both promote and facilitate user activity that leads to cost savings. Tech Zone articles shared with customers by publishing to Cisco.com and our mobile support app have saved Cisco over $24M so far this fiscal year (Aug 2014 through Mar 2015) by avoiding additional support cases, and are projected to save over $36M by the end of the year (July 2015). Last fiscal year the savings were over $17M, so the savings have nearly doubled year over year.    Cisco has embraced knowledge in an unprecedented way in order to transform our business and drive the success of our customers. The success of Tech Zone has proven that the Lithium platform is much more powerful than discussion boards. By pioneering new methodologies and human-centered behaviors that are not led only by tools, we have evolved to truly "social" knowledge management, which provides just-in-time, as well as institutional learning. Any organization can transition from email communications to a collaborative environment where knowledge valuable to the organization and its customers is naturally captured, enhanced, and reused by the community, and users that create and curate that content can be empowered and recognized. As word of our success spreads, our engagements have expanded to include onboarding Cisco Engineering, Professional Services, and Sales organizations, as well as expanding our technical support community to include Cisco Partners.
Company: giffgaff Contact: Gregg Baker (Head of Community) Community: giffgaff community Lithy category:  Support Savings MVP   giffgaff, the UK based mobile network run by its members, has now been going strong for over 6 year... See more...
Company: giffgaff Contact: Gregg Baker (Head of Community) Community: giffgaff community Lithy category:  Support Savings MVP   giffgaff, the UK based mobile network run by its members, has now been going strong for over 6 years. It was founded on the principal of having a community at the heart of everything. Be that Idea generation, business decisions and even our support.   We are an online only company, which means no retail stores and no pesky call centres to have to suffer when you need a helping hand. We found a better way, the right way, to do mobile with the support of our members.   Our customer care model   At giffgaff our peer to peer support model is not simply a way of saving money, or reducing cases, etc. It’s an approach we believe is the right way of doing things. Because of that, is is integral to how we function and operate as a business.    From day one, we wanted to give our members the best tools and platforms and sit back and let them decide how they should be used, what the purpose of them should be. Lithium was our platform of choice and our Community pushes it to it’s limits – more than we ever could.   The giffgaff approach   Our approach was born out of a desire to disrupt an industry, challenge ways of thinking and be a cause members would be driven to back. We stand proud of the difference our members made, taking it from a brave new idea to an industry expectation.   6 years of doing something different, 6 years of trusting our members, 6 years of having members come together and deliver a better way. This is the giffgaff way of doing things, putting metrics behind something which we just believe in is a HUGE challenge. So, this is our best metric, 6 years going on 7.    
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Support Savings MVP   KPN is a leading D... See more...
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Support Savings MVP   KPN is a leading Dutch provider of ICT services. With a wide range of products and services, we operate with different brands many different customer groups – both at home and abroad. From prepaid calling in the US, to interactive HD television in the Netherlands.   Meeting business goals and driving success with the KPN Customer Community In 2010 KPN set out on a journey to realize the ambition to become the best Dutch service provider in 2015, whilst also making a shift left and become an ‘online first’ company. The introduction of the Lithium community in 2011 was one of the key strategies to fast-track both ambitions.   From 2011 through 2013 the community has been experiencing a gradual growth of Dutchies interacting with each other around the KPN brand, products and services. Averaging around 2500 posts, 200K visits and 28000 answers found every month in 2013, the community eventually brought in 1,7M Euros in cost savings through call deflection at the end of 2013.   These results opened up more internal support and 2014 held the promise of becoming the year to professionalize and innovate the community in ways that hadn’t been done before. More manpower was added to the community team and internal development capacity was brought in to ensure maximum growth for the community, all the while adding up to the ultimate goal of becoming the best service provider for our clients.   Driving activity by adding Lithium badges KPN was the first customer worldwide to release Lithium Badges as part of the betáprogram and did so with great success. The added feature of well-designed badges rewarding various forms of activity (posts, kudos, accepted solutions) resulted in a 10% increase of activity among the lower and medium ranked members on the forums.   Customer driven Community Re-design In 2014 the entire KPN Community was revamped with a fresh, innovative design that implemented a number of features requested by the community, while still staying true to the broader brand-style. The addition of TKB and the profile gamification widget in particular we’re exceptionally well received by our userbase.   MyKPN Betá In august of 2014 the release of a dedicated co-creation platform on the community –aptly named ‘OurKPN’- coincided with the release of the new MyKPN portal. All the betáphase testing of the new KPN Client Portal (aka MyKPN) was done with community members, resulting in more actual client feedback than ever before and eventually in a better product!   Connecting employees with the Community In an effort to open up the immense amount of knowledge available in the minds of our employees for the community, we decided to connect our internal social platform for KPN employees (TeamKPN) to the community. Questions asked on the community can be highlighted in TeamKPN in an effort to involve employees with the relevant –often niche- knowledge in the discussion.   KPN Community driving change and innovation in the organization The addition of the community as an fully grown customer channel has driven a number of changes in our traditional customer care approach and some nifty innovations in the slipstream of said changes. While a certain amount of hesitation was expected from our side, these changes have actually been welcomed and applauded as a useful addition by the customer care organization.   Improved FAQ’s Clients connect and communicate with other clients in a manner that is rather different from the way most companies interact with their clients. This in itself isn’t much of an eye-opener, however when it comes to explaining detailed technical features or innovations around a particular product or service, this knowledge can be put to good use. We noticed that in some cases, community members were in actually better at explaining our products in a user-friendly way than we were. This led to us integrating community content within our existing internal and external FAQ’s and actually asking the community pro-actively to comment and feedback on some of them.  A large number of FAQ’s have now been curated through co-creation and their appreciation value has risen significantly since.   Customer Care using community content and TKB To maximize the use of community content and make the knowledge available to customers who haven’t been on the community yet, we made use of the integration options between Lithium and Salesforce. Through Salesforce knowledge our customer care agent now have the ability to pull relevant answers from the TKB and community content and share this with customers via phone, e-mail or other social channels.   KPN Community facts and figures 2014     The effect of all this added value to the community was overwhelming. The KPN Community experienced a dramatic increase in activity in it’s already active userbase. The number of monthly posts grew to 4000, which in turn led to even more customers finding their answers on the community. A massive number of 1 million answers were found in 2014, resulting in a cost saving of €4,5 million euros by the end of the 2014!   2015 and beyond The thriving state the community is at right now opens up countless possibilities. For the near future we are planning to enhance and innovate the platform even further, adding things like theme headers, a full blown co-creation platform and a smooth mobile design. From a community management perspective the focus will be on expanding the pilots and co-creation efforts as those are definitely something our members appreciate and the further professionalization of the superuser program. We’re looking forward to it!  
Company: Telefonica O2 UK  Entry submitted by: Marjo Hallapera (marion101) Head of Community Community: O2 UK Community  (http://community.o2.co.uk/ )  Lithy category: Support Savings MVP   The O2 UK is a Telefónica-owned company, m... See more...
Company: Telefonica O2 UK  Entry submitted by: Marjo Hallapera (marion101) Head of Community Community: O2 UK Community  (http://community.o2.co.uk/ )  Lithy category: Support Savings MVP   The O2 UK is a Telefónica-owned company, managing communities on an international scale in order to optimize and enhance the way in which brands interact and engage with their valued customers. One such community is O2 UK. With more than 20 million customers, O2 is one of the largest mobile telecommunications providers in the United Kingdom. It is supported by Telefónica whose strategy is to become the leading global communications company in the digital world with a goal of opening new pathways, which continue to transform possibilities into reality for their customers.   The O2 Community has gone from strength to strength in 2014, utilizing user-generated content (UGC) and site navigation in a number of ways to ensure our community content is as useful and cost-effective as possible.   Guides created by members on the O2 Community are consistently detailed, accurate and attract the trust of other members due to the supportive atmosphere encouraged and maintained by our Community Team. UGC is consistently useful for customer awareness and deflection to the 500,000+ unique users coming to our community every month.   Due to the high quality of the content created, we have begun to integrate it into our business on a wider scale. One guide for example is used for network self-diagnosis, a commonly queried issue in any telecoms company. This single community post, when used on Twitter, turns a normal 3-tweet customer interaction into a single tweet, attributing to a major cost savings per year. It frees the time up of many advisors, making them considerably more efficient. In 2015 we will repeat this process with a number of products and services, ensuring that our community content forms an even stronger base of knowledge. Below is a snippet of one of our great UGC pieces, with 280,500 views and constantly counting:   We welcome UGC in a number of forms. In 2014 alone, the community welcomed 47 video guides to be used by other customers. These video guides (including iPhone self-help, Operating System tutorials, etc.) have been created at absolutely no cost to O2, but can be used to help other customers as any professional video could – producing a single video elsewhere could otherwise cost the company $7k. This process also enables our customers to contribute to the business they use, and ultimately, to feel as valued as they truly are.   Due to the high volume of visits to certain pages on the community, such as details on services and products, they have attracted a high SEO value to the business. We have utilized this high volume by adding banners for other products within these community pages. This creates a huge amount of awareness for these products, as well as ensuring the community and its potential is tapped into as much as possible. This approach also mirrors in our OS and device announcements, where we often attract over 20,000 views to single update posts that are also shared across the web.   Finally, we have created a campaign within the community to help members to decide on which devices to purchase as a result of peer reviews. Try the Tech allows members to ‘borrow’ devices from us for a few weeks to test out. Every tester writes a thorough review and each content piece creates vibrant discussions about which devices to purchase. The quality of these reviews is so high that device manufacturers have reached out to us in order to gain high quality reviews on brand new devices that will increase sales. Testing and reviewing a device also gives the members more knowledge about the device itself and thus helps them out when offering advice to others on the community. Check out the link below for an example of the quality of content we attract.   Samsung Galaxy Note 4 review (TryThe Tech)   On top of all of these aspects of benefit the community provides for O2, the peer-to-peer advice concept methodology is ever-present, with members offering advice every day. The average response time on the community (when analyzing a full 24 hour cycle) is consistently under 300 minutes and often under 200 minutes, ensuring that any members who enter will have an answer quickly and efficiently. Our regular members are here each and every day, offering insights as well as advice. They have an online home in the community, which is easy to see when we consider that one of our more regular members posted more than 16,000 times in 2014.
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category:  Support Savings MVP   Nextbit has created the only cloud-first, design-forward smartphone ... See more...
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category:  Support Savings MVP   Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.   Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.   Nexbit investors include Google Ventures and Accel Partners.   How community meets our customer care goals   We have a strong top contributor program and our goal is to leverage community to scale support by reducing call volume and get feedback back to Product/Engineering to improve product and address bugs/issues.   Reducing support costs   We’re leveraging more of the community as well as the call center to reduce costs. For example, we’ve badged support agents from our call center as “Product Experts” in the forum to scale support.       Our results   We measure our customer care results from the following: # of JIRA tickets filed to Prod/Eng from community escalation, decreased response time, call deflection, reduced case escalations, and support agent utilization.   While we don’t have the above metrics to share yet at this early stage post-launch, we’re pleased to see these exciting results in the first two months of launching our community, indicating that our community is vibrant and headed for success: 21,144 Unique Visitors 79,714 Visits 12,867 Posts 531,186 Page Views 7,328 Kudos given  
Company: Vodafone New Zealand Ltd  Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager Community: Vodafone Community  (http://community.vodafone.co.nz) Lithy category: Support Savings MVP   Vodafone NZ has been New... See more...
Company: Vodafone New Zealand Ltd  Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager Community: Vodafone Community  (http://community.vodafone.co.nz) Lithy category: Support Savings MVP   Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.   Our customer care business goals   Our core goal is to deflect customer call by either providing a dialogue and answer online or provide contextual links to relevant content that may also answer the question. So, we have implemented a programme of work to integrate FAQs (from RightNow) as well as User Guides (from World Manuals) in context in topics to draw customers to quick answers. Additionally, we have created sticky posts to sit at the top of topics to answer the most common questions. Finally, we have have embedded video content into topics and answers for the same reasons as above.   The changes we implemented   We have now provided prominent links and promotions from our most common service touchpoints to direct customers to the Community – on web, mobile and through Social Media such as Facebook and Twitter.   Our business results   Using the formula of Unique visitors X resolution rate X deflection rate X cost per call, supported by data from an online survey with a strong sample size, we have been able to prove cost savings of more than NZ $3 million over a 2-year period, we’re expecting in year 3 to further show an increased deflection rate through provision of further self-help content and tools.
Company: Vodafone Espana  Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel Community: Foro Vodafone (http://foro.vodafone.es) Lithy category: Support Savings MVP     Vodafone Spain's aim is to provide bes... See more...
Company: Vodafone Espana  Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel Community: Foro Vodafone (http://foro.vodafone.es) Lithy category: Support Savings MVP     Vodafone Spain's aim is to provide best in class service to our customers with innovative and great value added offers and products. Vodafone Spain eForum Community serves the needs for those customers after product acquisition in order to provide a great experience and exploitation of their devices & acquired services.    Lithium provides Vodafone Spain the channel to enable direct communication with customers in order to satisfy their queries and incident resolution. At the same time, we provide customers with a Knowledge Center with loads of Tutorials and tips to engage and improve their mobile devices and DSL connection.   Vodafone Spain Heroes promotes both users as a support channel and new useful content creation. Those interactions and new content also engage user self-management and product knowledge. Furthermore, this Programme enables users to feel they are in a comfortable community where they may ask their questions and uncertainties, because many of the questions are either addressed or fully resolved by users on an equal level.     Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain. In addition, over 25 contestants actively help out other users.  A great amount of kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. As a result of the Vodafone Heroes Programme, we managed to deflect call volume by over 1.6m total calls. In addition, we enhanced our Net Promoter Score (NPS) by an average of 5 NPS points YoY and unassisted resolution rate increased by 10.2%.   More about Vodafone Spain Heroes Programme   Our Vodafone Spain Heroes Programme is focused on acquisition of new Community Members and Moderators outside the company employees to enable a real 2.0. approach.  Vodafone Spain Heroes is created with the intention to enable a Community where users can compete to get new badges and powers while helping each other solve their queries.   This gamification programme not only encourages greater customer/user participation but also promotes new useful content creation. Those new interactions and content also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolute answers providing internal KPIs a real boost.   Vodafone Spain Heroes Programme is closely monitored on a weekly basis by the Spain Community Managers who provide Heroes with guidance and one-to-one follow up on their adventure. The Programme includes 3 role categories (Vodafone Hero Apprentice, Vodafone Hero and Vodafone SuperHero) and 4 power badges (speed, wisdom, aim and creation) that allow users to possess different strengths.     Programme is based on nomination of weekly winners for each power badge providing users with exclusive benefits and privileges as they get Points of Power along with their nominations. Benefits are also related with fame and pride such as allowing users to moderate or ban other users as well as collaborating on official content creation published within Vodafone sites. There is a Points of Power catalogue accessible to the users once they enter the programme where users can redeem and select their desired prizes. Offer range is very wide not only offering goods but also “benefits” and events participation or pride recognition.   Any Vodafone Spain eForum registered user is eligible to participate in the Heroes Programme. Users need to pass the initial challenge to get their first “hero Apprentice” badge and from then, new badges unlocked will move users up in the scale of roles. Once a user reaches to unlock the 4 badges, they are appointed Vodafone Superheroes.   At Vodafone, we truly think we deserve to become Lithys winners as this Programme has evolved and demonstrated the value of the Vodafone eForum community, resulting in support savings through call deflection.   
Company: Telefonica                   Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Support Savings MVP   Telefónica is one of the world ... See more...
Company: Telefonica                   Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Support Savings MVP   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.   Telefonica Spain’s 2014 goals focused on the following: Reduce customer support telephone calls  Increase CSI in social environments Increase commercial leads to homepage Improve SEO positioning (especially for FTTH and 4G) Improve the tone of the Internet buzz towards Movistar Improve customer self-servicing  Through our Lithium-powered community, we were primarily able to support our call reduction goal with significant cost savings in 2013. In addition, community has increased our CSI, CHI, and NPS, as well as acquisition and traffic. Here are some of our results in those areas (also see our Digital Strategy Leader entry for additional results):   -       Customers are thrilled with engaging with the service provider and peers in a thriving engagement hub. Our community boasts a Net Promoter Score (NPS) of 76% in response to the question “would you recommend us to your friends and family?” -       Customer Satisfaction Index (CSI) of customers attended in the Community: 9.1 -       Community Health Index (CHI): stable over 700 during the last year (Top 5 in Telco Sector ) -       Telefonica’s landmark product, Movistar Fusion, an integrated offering that brings together broadband, mobile, landline, and television services all in 1 simple package, has achieved successful results since the launch in October 2012. Before the official commercial launch, Fusion was introduced to the community for a few weeks prior as the central communication hub, where customers generated hundreds of posts ranging from billing questions to general excitement and feedback from members who were eager to either sign up or switch their existing plan to Fusion. To this day, the Fusion FAQ on the community is still one of our most visited posts—approximately 85,000 unique visits with over 700 posts since the FAQ was posted in September 2012. This helpful FAQ has contributed to Telefonica’s increase in call deflection.   The thriving Movistar community has provided tremendous cost savings for Telefonica: -       56% of surveyed community members indicated that they were able to get a resolution through the community without needing to call customer service. -       Of those 56%, 65% of them declared that they may have called our call center if they hadn’t found the answer they were looking for through community. -       As a result, we received 15.2M visits to our community and avoided 5M calls, which amounted to €10 million in savings in 2013.   Here is an example of a hot topic that community was able to resolve: How to change the Wifi router password (385,000 visits):      Another example of a popular issue that community was able to resolve: How to switch the voice mailbox off (300,000 visits):