Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Support Savings MVP   Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.   Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.   Autodesk, one of the world leaders in 3D design, engineering, and entertainment software is delivering on customers’ needs before they ask. Autodesk drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, which has seen its unique visitors grow by 34% in the last year, with a membership of 2million+ customers. One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers.  Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers. Now its nine communities in multiple languages offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience supporting Autodesk’s customer care goals which are centered on rapid, relevant, service, support and learning for every customer.   Autodesk’s recently-launched Knowledge Network (AKN) as a place for users to find product solutions, learn more about products and link in to the community. When looking for support, top knowledge based articles appear in search results, which even include accepted solutions from the community. This speaks volumes to the importance of the Autodesk Community participation for quick problem solving capabilities, not to mention the Expert Elites our Super Users of Autodesk Community who answer support questions directly.  In the last 12 months, nearly 20 million unique visitors came to the AKN site to learn and explore, troubleshoot an issue, or download software.   Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies. Autodesk has also recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.”  The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings.  Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views. Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content.   These programs provide information that helps our customers get their products up and running quickly.  Our goal is helping customers to optimize productivity and with these programs our service and support professionals can begin to shift reactive help to providing more proactive solutions to our customers.   Our business results   Autodesk’s collaborative and proactive approach supported by several key programs, including Expert Elite, Knowledge Network, and Autodesk Help Webinars. The tactics have delivered the following community success metrics: Autodesk Communities received over 27 million unique visits in the last 12 months. Autodesk Community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodesk and its customers. Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate. The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.  

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: AT&T  Entry submitted by: Bridgette Butler (Lingoes) Sr. Community Manager Community: AT&T Community Forums (http://forums.att.com)  Lithy category: Support Savings MVP   AT&T is bringing it all together - helping people mobilize their worlds - with advanced mobile services, next-generation TV and high-speed Internet services, and smart solutions for businesses. For more than a century, we have consistently provided innovative, reliable, high-quality products and services. Our mission is to connect people with their world, everywhere they live and work, and do it better than anyone else. We're creating new solutions for consumers and businesses to help them mobilize their communications and entertainment.   How our Community meets our customer care business goals   AT&T Community Forums provide 24 x 7 peer-to-peer assistance as well as AT&T direct support during normal business hours to tens of thousands of users daily, supporting customers across AT&T’s diverse spectrum of products and services.  Recognizing areas underserved by more traditional support, in 2014 we launched a Third-Party Devices board and a Wearables board, together averaging approximately 75k page views by 45k unique visitors monthly. Additionally, we launched a public-facing board for Samsung representatives to interact publicly with our general community, and a Samsung  Ambassadors board for those skilled professionals to interact privately with our 34 recipients of the Award for Community Excellence (ACE) .  This innovation directly connected Samsung experts with AT&T experts, resulting in a superior customer experience that contributed to the rise in Customer Satisfaction we saw in 2014.  We’ve begun tweeting out our most valuable Accepted Solutions, and linking to them   from Facebook.   Example of AT&T Community Forums content in the Social Support Center of AT&T Facebook To better assist the wider base of customers searching for help on att.com, we increased the number of Accepted Solutions appearing with knowledge base articles by 40%.   Example of “Help from Community Discussions” modal on an att.com knowledge base article Additionally, the AT&T Community Forums redesign, launched during July 2014, provides in-context features, game mechanics and an unprecedented level of personalization that enables users to tailor their forums experience in new ways. Archiving activities prior to redesign also improved the relevancy of internal and external search results, fostering repeat traffic and increased viewership.   July, 2014 – from “Yawnnnnn”     …..to “Yowzers!”   How Community has changed our customer care organization   Sparked by the community’s success in producing call deflection, AT&T recently launched a team of crack Wireless specialists to assist customers with account and technical issues on the forums, much like the U-verse experts on-boarded in 2013.  In addition, AT&T Community Forums was added to the att.com “Contact Us” flow.  U-verse customer care agents now routinely refer customers to our Third-Party Devices board for support outside their traditional scope.  AT&T’s 200k+ employees – including care agents – learned about the value of our community and especially its star ACEs via recognition in the AT&T Employee Insider newsletter and the AT&T Consumer Blog.   Our customer care business results   Call Shed In 2014, AT&T Community Forums worked to implement a standardized call shed model through the extraction of Community key performance indicators and pairing visitor calling rates with quantitative sentiment survey data. This model enables us to identify opportunities within each LOB to serve up content that addresses top call drivers, effectively shifting contact volume from our Call Centers to the Community Forums while also growing online adoption. During 2014, AT&T Community Forums shed over 4 Million calls.   Cost Avoidance Cost avoidance in the AT&T Community Forums determines digital ROI and frequently spurs Officer-level conversation around Community impact to the overall business. During 2014, the AT&T Community Forums generated over $30 Million in savings for the Organization, driving further ideation for additional points of invocation and awareness-building campaigns.   New Threads - Accepted Solutions On a larger scale, our groundbreaking Community redesign with a faster, simplified user experience launched in July, 2014, yielded a 19% increase in call shed. Key drivers impacting Call Shed include a 54% lift in new thread creation and a 63% improvement in accepted solution development.  

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, 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: Orange Spain   Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager Community: Comunidad Orange (https://comunidad.orange.es) and La Comunidad amena.com (https://comunidad.amena.com) Lithy category: Support Savings MVP   Orange Espagne SAU is one of the biggest telecom companies in Spain with almost 15 million of customers. It is part of Orange Group and operates with three brands in the Spanish market: Orange, amena.com and Simyo.   In 2014, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy.   The cornerstone of this strategy has been the launch of new communities, in our two brands (Orange and Amena.com) as a new space of conversation and help among our customers.   Our main business goal has been call deflection with a big focus in superusers cultivation program (see Marketing champion Orange Spain application). We have used extensively gamification facilities of Lithium community to get our superusers to create a big amount of solutions to other customers issues.     Orange Spain community replaced our old forums and it proved essential to not losing SEO positioning of main threads thanks to the easy and proper migration process.   Besides, we decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.   LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.   Our customer care organization changes as a result of cost reductions with Community and LSW   All the activity in communities and social media channels is managed by two different areas of the company: Comms and Customer Support, with more than 50 people conversing with our customers. In telco industry, main part or social activity is about customers asking support. It is a big challenge to be able to build a model that integrates social support seamlessly in the whole customer support processes.   LSW has allowed us to organize tasks and people and get the most of everyone. We have been able to integrate the work of community managers, support agents, web advisors and community moderators. All they know who is the responsible to answer any tweet or post coming to our social accounts thanks to the queues and rules that we have built over LSW.   We are proud of our highly motivated and skilled teams!!  Our business results   Regarding communities, we have got 300k monthly visits. Mainly, these visits are coming to communities to solve any doubt or problem. We have found that 27% of visitors surveyed, say that they get their problem solved in their visit, so we are saving costs consistently: around 500k euros at year.   We are very happy also with the contribution to the community of our superusers: 56% of topics of the last month, got a solution by one of them.   Regarding social media, Facebook and Twitter, we are very proud of achieving our goals of response time and customer satisfaction: we answer 90% of posts in our SLA time (2 hours), and we got 80% of customer satisfaction in these interactions.   These indicators have put us consistently in the top-5 of most socially devoted brands in Spain on Facebook, month by month, according to Social Bakers ranking.         

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: giffgaff Entry submitted by: Gregg Baker (gregg) Head of Community Community: giffgaff Community (http://community.giffgaff.com) Lithy category: Support Savings MVP     giffgaff, founded 5 years ago and known as “the mobile network run by you”, utilizes Lithium to provide a first class experience for our members. At giffgaff we like to do things differently. We don’t believe in having shops on the high street, call centers you have to ring for help or generally just making life difficult for people. Instead we are online only and pass on the savings to our members.   ‘giffgaff’ itself is an ancient Scottish word meaning mutuality and from day one we ensured we founded a business built on mutual relationships and understanding. We built the business around having a community at the heart of it, suggesting ideas, helping each other and keeping us real. This allows us to operate a very lean business and pass on the savings to our members. Lithium as a platform allowed us to facilitate that and evolve our thinking even further.   Our community provides first line support for our business by utilizing the Lithium platform. Members answer support questions, create knowledgebase articles and even create tutorial videos. We utilize standard platform features as well as embedding a tool to ask the community on our product pages. We empower our Community members to be powerful advocates for us, driving acquisition, while also giving them the tools and the channel to be our front line support. Reflect on that for a moment, our members provide all support for us (apart from private account related issues). As a result, we have seen a contact rate from our customers of once every five years.   Community members write the articles that go into our Knowledge Base, they help create the video tutorials taking members through difficult set ups and they are on hand to answer member questions, with an average response time of just 90 seconds (that's well under the average of 11 minutes for call centers). Typically tracked in minutes or even hours, our Community can solve a situation in seconds and then have that solution seen by at least 50 other people a month.   On average we receive 10,000-11,000 questions a month, of which the solutions are viewed at least 500,000 times a month. That’s a lot of calls deflected. We estimate savings in the region of $35M a year thanks to all of the amazing work our Community does. The best part is that members are happy with the responses they receive, in fact so happy we even picked up an award from ‘Which?’, that’s a pretty big deal here in the UK. We even found a way to add some giffgaff charm to that by letting one of our Community members go and accept the award on our behalf.   We truly believe we have a better way of providing customer service and so far satisfaction scores of over 80% would agree.  

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 go 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 onan 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 significantcontributions designates leadership and commitment to their peers within the BRP Community. Theprogram is designed to recognize and thank individuals who help make our Community a useful toolwith very high quality standards and aims to bring to the forefront the most influential users in the BRPCommunity.   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, boththe 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 their 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: 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.