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February 8 th , 2012

February 8 th , 2012. Enhancing the Customer Experience with SharePoint. Don Donais, Sarah Hasse & Brian Caauwe. Agenda. Introductions SharePoint and Workflows – A Practical Application – Don Donais I need some ROI . . . But I have no idea where to begin – Sarah Hasse Break

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February 8 th , 2012

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  1. February 8th, 2012 Enhancing the Customer Experience with SharePoint Don Donais, Sarah Hasse & Brian Caauwe

  2. Agenda • Introductions • SharePoint and Workflows – A Practical Application – Don Donais • I need some ROI . . . But I have no idea where to begin – Sarah Hasse • Break • Value of Extranets to Your Customers – Brian Caauwe • Q & A

  3. User Group Goal / Objectives • Develop and support a local community focused on Microsoft SharePoint Technologies • Educate user group members about SharePoint Technologies • Transfer knowledge within the community • Communicate best practices • Introduce new products / solutions

  4. Introductions – MNSPUG Sponsors Avtex (www.avtex.com) • Technology consulting company • Practice area focused on SharePoint Benchmark Learning (www.benchmarklearning.com) • Training on many technologies Microsoft (www.microsoft.com) WroxPress (www.wrox.com) O’Reilly (www.oreilly.com)

  5. www.SharePointMN.com • Website for user group • SharePoint resource documents • SharePoint resource links • RSS Feeds • Meeting Schedule • Past User Group Presentations • info@sharepointmn.com www.sharepointmn.com

  6. Social Networking • Linked In group – The most interactive… includes job postings… • Post Job Posting on the Jobs Discussion page • http://www.linkedin.com/groups?gid=1878792 • Twitter tags - @MNSPUG and #MNSPUG

  7. Upcoming Schedule • Next Meeting • March 14th 9:00 AM to 11:30 AM • Microsoft Technology Center • Topic: SharePoint 101 Check www.SharePointMN.com for updates! • Ongoing Schedule • 2nd Wednesday of every month • 9:00 to 11:30 am • Microsoft Technical Center - Edina

  8. Local and Online Events SharePoint Saturday – April 14th , 2012 http://www.sharepointsaturday.org/twincities/default.aspxNormandale College– Bloomington, MN Microsoft Webcast Calendar of Events http://www.microsoft.com/events/webcasts/calendar/monthview.aspx#filter SharePoint ShopTalk (Online) – Every Thursday @ 11:30 AM http://sharepointshoptalk.blogspot.com/ SharePoint Legal Users Group – 3rd Thursday @ 12:00 to 1:00 p.m. http://sharepointmnlegal.com Anything Else?

  9. Surveys & Giveaways!

  10. Presenters

  11. Quick Intro Donald Donais • SharePoint Consultant • Drummer • @dondonais • talesfromitside.wordpress.com

  12. Quick Intro Sarah Hasse • Best Buy • Collaboration & Search Engineer • Interesting: I’m a librarian working in IT! • Twitter: @sarrahhasse • Blog: sarahlhasse.wordpress.com

  13. Quick Intro Brian Caauwe • SharePoint Consultant • Electronics Enthusiast • Sports Nut • Pez Collector

  14. SharePoint and Workflows – A Practical Application

  15. Workflow - A Practical Application • ABC’s Analyzing a Business Process • Different Components • HR On Boarding Process • Breakdown Process • Time for Some Action

  16. ABC’s Analyzing a Business Process Automation Currently In Place Business Processes Involved Communication • Ensure that all parties are represented • Document and Map the entire process • Determine where SharePoint can be used

  17. Different Components • SharePoint • 2007 or 2010 • WSS – Enterprise / Foundation – Enterprise • SharePoint Designer 2007 or 2010 • InfoPath 2007 or 2010 • InfoPath Form Services (Enterprise Only) • Email

  18. HR On Boarding Process – Phase 1 • Candidate accepts position • Verbal Acceptance • Resume is sent to HR • Background Check • Ordered • Completed and cleared • Notification of Support • Technology • Notification Email to Internal Billing • Internal Team - Resource Planning • Notification to facilities • Name Plate • Desk • Once phone # set • Information shared for Business Cards • Email goes to new hire for apparel sizes and preferences • Email goes to New Hire for Apparel Sizes • SWAG preference

  19. HR On Boarding Process – Phase 2 • Notify Manager of new hire • Create First week schedule • HR Welcome Packet • Collecting information: I-9, W-4, Direct Deposit • Department Mentor Assigned • Three Month Evaluation • Email to Supervisor reminder • Six Month Evaluation • Email to Supervisor a reminder • New Hire survey emailed

  20. HR On Boarding Process Automation - Current process does not use Business Processes – Multiple Intersection Points with different departments – giving and receiving information Communication - Internal: Finance, Marketing, Supervisor, Support External: New Hire

  21. Breakdown of Process • Focusing on: • Initial Resume • New Hire Setup Form • Using SharePoint Libraries and Metadata – Resume • InfoPath form – New Hire Setup Form • Data connections to SharePoint • Conditional Formats • Rules • People Picker – with Username()

  22. Library and InfoPath Form

  23. Workflows • Hiring Manager Notification • Based on a New Resume • Email Message • Embedded Link to new InfoPath form http://sharepoint.avtexlabs.com/sites/training/MNSPUGDemo/_layouts/FormServer.aspx?XsnLocation=/sites/training/MNSPUGDemo/NewHireSetup/Forms/template.xsn&SaveLocation=/sites/training/MNSPUGDemo/NewHireSetup&OpenIn=Browser&Source=/sites/training/MNSPUGDemo

  24. Workflows Continued • Notifying Marketing • Based on New Hire Setup Form • Key fields needed to be published • Pulling Field into Workflow • Embedded newly created form in Email http://sharepoint.avtexlabs.com/sites/training/MNSPUGDemo/_layouts/FormServer.aspx?XmlLocation=[%Current Item:EncodedAbsolute URL%]Source=http://sharepoint.avtexlabs.com/sites/training/MNSPUGDemo/NewHireSetup/Forms/AllItems.aspx&DefaultItemOpen=1

  25. Demo

  26. Resources • Mike Geyer’s Blog - Hyperlink to InfoPath Form • http://bit.ly/zFP1qi • Laura Roger’s Blog – Formulate Email Link to Browser Form • http://bit.ly/AkTdF1 • S.Y.M. Wong-A-Ton – How to Create a Designer Workflow with Email link • http://bit.ly/w5jrli

  27. I need some ROI…but I have no idea where to begin! • Sarah Haase

  28. My personal bias Your SharePoint solution isn’t complete until you’ve measured its effectiveness.

  29. My personal bias ROI is meaningless without context.

  30. Agenda • What is ROI? • What does good ROI look like? • Units of measure • Common methodologies • Building your valuation roadmap

  31. ROI is… • A cool acronym • A method of quantifying benefits reaped • A way to “feel good” about an investment • A way to offset opportunity costs • A method for validating good decisions • An afterthought

  32. Is ROI real?

  33. How do most companies measure it?

  34. How should companies measure it?

  35. The hard part…

  36. Units of measure Quantitative ROI Qualitative ROI • Money • Increased revenue • Eliminated tools • Increased productivity • Lowered overhead per sale • Emotional • Improved employee morale • Elimination of unpopular tasks • Reduced user confusion • Happier customers • Time • Streamlined business processes • Just-in-time (JIT) information • Less rework • Faster time-to-market • Evolution of work • Ability to focus on higher-value tasks • More automation, fewer mistakes • Simplify the “hairball” • Reduce employee turnover

  37. Example: Tool elimination • “Proof of concept” • Speed to Market • Low / No Cost • Leveraged existing platform • Minimal infrastructure cost • Leveraged existing resources • Quick to deploy & modify

  38. Example: Revenue generation • Need • Dotcom movies team needed to approve setup of exclusives and track SKU setup progress • Solution • Moved data online to SharePoint • Built in a workflow approval process • Incorporated online reporting & SKU setup tracking • Benefits • Merchants have visibility to all exclusive SKUs • Dotcom’s approval rights eliminates rework and key misses • No more restrictions on when exclusive SKUs can be submitted for setup • Faster SKU setup leads to increased pre-order revenue • Total savings/revenue generation = $8,817/month and $105,810/year

  39. Units of measure Quantitative ROI Qualitative ROI • Money • Increased revenue • Eliminated tools • Increased productivity • Lowered overhead per sale • Emotional • Improved employee morale • Elimination of unpopular tasks • Reduced user confusion • Happier customers • Time • Streamlined business processes • Just-in-time (JIT) information • Less rework • Faster time-to-market • Evolution of work • Ability to focus on higher-value tasks • More automation, fewer mistakes • Simplify the “hairball” • Reduce employee turnover

  40. Base formula

  41. ROI calculation

  42. Time savings example • Need • Content teams used multiple versions of a single Excel spreadsheet to submit, track & assign key issues for Sunday turnovers • Solution • Moved data online to SharePoint • Built an automated work queue. When team members log in, they see a list of tasks assigned to them • Benefits • No more work compiling & sharing multiple spreadsheets • Everyone can add/view issues simultaneously • No more duplicate reporting of identical issues • Cuts a half a day off the weekly lockdown process • Total savings across Dotcom = $11,267/month and $135,200/year

  43. Units of measure Quantitative ROI Qualitative ROI • Money • Increased revenue • Eliminated tools • Increased productivity • Lowered overhead per sale • Emotional • Improved employee morale • Elimination of unpopular tasks • Reduced user confusion • Happier customers • Time • Streamlined business processes • Just-in-time (JIT) information • Less rework • Faster time-to-market • Evolution of work • Ability to focus on higher-value tasks • More automation, fewer mistakes • Simplify the “hairball” • Reduce employee turnover

  44. Key emotional factors • Push content to the right people at the right time • Eliminate the “soul crushing” work • Don’t make them have 45 windows open at once • Make your customers happy • Don’t take it away!

  45. Example: Improve morale • Need • Online Tools was using ¾ of an FTE to manually transfer emailed support requests to the JIRA online ticketing system • Solution • Built a web-based form to capture structured data on issues • Auto-generated issues in the JIRA ticketing system • Benefits • Tickets created automatically within 1 minute • Requestors get to set their own priority levels • Uptick in employee morale • Re-allocated 30 hrs/week to providing support • Total savings = $6,500/month and $78,000/year

  46. Example: Ability to focus… • Need • Project Managers manually built charts and graphs to report on daily UAT test results • Solution • Moved UAT test cases online to SharePoint • Incorporated Google Charting API for automated reporting • Benefits • No more work formatting Excel spreadsheets and building charts • Automated charts include up-to-the-second test results • Project Managers freed up to focus on value-add tasks at a critical time in the project lifecycle • Total savings = $23,400/year

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