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As you may have heard, our long-time customer, Vodafone Ukraine, was recently honored with a Gold Step Two 2018 Intranet and Digital Workplace Award. The leading Ukrainian mobile operator has been using Jive for four years to successfully fuel employee collaboration and strategic alignment. As a result, the organization doubled its employee net promoter scores, achieved over 88 percent adoption, and saved over $2 million through increased employee efficiency (by spending less time in meetings and making corporate memory searchable).

 

On November 13, we’ll hear from world-class internal communications experts like Tetiana Kipiani and Andriy Yaremko from Vodafone Ukraine, as well as Anna Kravets, CEO, ANROM Social Business, during our digital workplace track at Aurea Experience 18 in Munich:

 

Breakout Session: Tuesday, 13 November, 1pm

Title: How to fuel a world-class digital workplace to encourage action, innovation and drive real business results

Recipient of the prestigious 2018 Worldwide Intranet and Digital Workplace Award, Vodaphone Ukraine, and their partner ANROM, share the challenges and lessons learned in achieving over 88 percent community adoption, driving improved employee satisfaction and delivering millions of dollars in cost savings with their Jive community. This session will leave you with plenty of techniques for engaging employees and best practices you can implement within your community today.

 

In preparation for Aurea Experience, I recently checked in with the Vodafone team to find out more about how they’ve using Jive to achieve these fantastic results. Here are some highlights from our conversation.

 

Katherine: Which best practices surrounding Vodafone Ukraine’s community adoption and employee engagement are you most proud of?

 

Tetiana Kipiani, Head Employee Learning & Development and Internal Communications, Vodafone Ukraine:

We are very grateful to the Jive platform for its flexibility and technical possibilities, which have been helping to bring all our ideas to life for the past four years. We are really proud of all the customizations that we were able to implement in PROSTOR (what we call our Jive-powered digital workplace). Those unique features allow us to use the intranet as a driver for organizational change and cultural transformation. They are:

 

  1. OVATIONS, a module that lets people give digital thanks to colleagues


 

  1. Vodafone Smart City, a gamified module for volunteer activities


 

  1. In touch with Executives, online chat rooms with our top leadership


 

  1. Agile Knowledge Base, where we promote tools for flexible management models

 

All of these creative UX/UI design solutions effectively support real business processes and strengthen the main vectors of our company's development strategy.

 

Katherine: How do you think workplace technologies and mindsets need to evolve to address employees’ changing needs?

 

Natalia Humenyuk, Expert on Employee Development and Internal Communications, Vodafone Ukraine:

 

We believe all intranet functionality should be interesting, useful and attractive to users in the first place. At the same time, digital workplaces should contribute to the achievement of business objectives. It’s useful to follow the trends as well, because your digital workplace solution must align with the processes and phenomena that are happening globally.

 

And it's not just about business. Sometimes, to keep users engaged, you need a bit of hype. The source of your inspiration could be found in showbusiness, mass media, etc. For example, for the last couple of years, we have been pursuing the challenge of creating a strong community of corporate bloggers. We call this project “Vodafone’s Bloggers Hub.” We’ve taken employees all around the country and taught them all the subtleties and tricks of vlogging, copywriting, photo blogging, etc. We’ve taken all the risks and just done it.

 

This case was even recently recognized by global intranet community. The jury of the Intranet & Digital Workplace Awards 2018 noted our project as a unique and courageous example of adding a strong blogging ingredient to the company's corporate culture mix. So, do not be afraid to be modern in a corporate environment -- this is our credo.

 

Katherine: What are you most looking forward to next week during the Aurea Experience conference?

 

Andriy Yaremko, Expert on Employee Development and Internal Communications, Vodafone Ukraine:

It will be our first participation in this kind of professional event. We are looking forward to meeting like-minded people. We are ready to share our stories of the ups and downs of our PROSTOR community. We want to learn about the successful use cases of colleagues, intranet trends and, then, use this knowledge to improve Vodafone Ukraine’s PROSTOR. And of course, we will be happy to share some tips from our experience of winning global awards.

This year, we were excited to welcome the International Committee of the Red Cross (ICRC) – an impartial, independent and neutral organization ensuring humanitarian protection and assistance for victims of armed conflict and violence – to the Jive and Aurea family. The organization brought in Jive to empower colleagues to work across regions on important thematic areas such as urban violence and creating better conditions for people living in detention centers. I’ve been inspired over the past year as I’ve had the honor to support the ICRC in their efforts to help manage major change processes and improve social collaboration.

 

On November 12 and 13, we’ll hear from Ernesto Izquierdo, ICRC's social collaboration project manager, at Aurea Experience 18. He’ll share how the organization is using Jive to enable conversations that cut across hierarchies and locations as part of our opening keynote presentations and our employee engagement track in Munich.

 

 

Breakout Session: Tuesday, 13 November, 2pm

Title: Advanced and innovative engagement techniques

Got the basics down for engaging your employees using your Jive platform? Getting to the next level can be a challenge. Ernesto Izquierdo from ICRC and the UBM team have some creative ideas for using Jive as the basis for unique and specific types of engagement, including techniques for more productive meetings and linking peer-to-peer recognition with charitable giving.

 

 

 

 

 

In preparation for Aurea Experience, I recently checked in with Ernesto to find out more about how the ICRC is using Jive to support over 50 internal communities and facilitate their work on several humanitarian projects.

 

Michelle: Which best practices surrounding ICRC communities are you most proud of?

 

Ernesto: Our colleagues work in over 80 countries, and Jive is enabling us to work together across regions in ways we were not able before. We use Jive to drive conversations about our new institutional strategy and engage our 18,000 staff on a single hub. It helps us get feedback from people who are directly involved with the implementation of our strategy across all the many places we work.

 

Some of the subjects we work in are highly confidential, and unlisted groups in Jive help those teams discuss topics and securely capture decisions instead of asking questions over email and getting lost in all the exchanges. For example, one of our teams used to send over 100 emails to discuss and validate one biomedical item. Now all this discussion takes place in one single thread via Jive. This improves the effectiveness of our work and ultimately increases our capacity to help people caught up in armed conflict and violence.

 

 

Michelle: How do workplace technology and people’s mindsets need to evolve to address employees' changing needs?

 

Ernesto: Regarding the mindsets, we are building specific trainings for our managers, called

“Managing in the digital age at the ICRC.” Our aim is to explore together how we can do things differently and more effectively with new digital tools. Of course, we need to take a step-by-step approach, listen to what people value about their current ways of working, and show them how new practices such as “working out loud” could help drive our teams to learn from what and how others are doing things, as well as ease communication across hierarchies and silos.

 

At the same time, we have to understand and respect that not everyone will want to use social technologies. We are the oldest existing humanitarian organization, so we know how to adapt to changing environments. However, the speed with which digitalization is changing work processes and transforming every single aspect of life is still a challenge, but one that we are embracing. In order to facilitate this evolution for digital workplace technologies, we need to invest more and more in user experience, and in providing an easy journey for our ICRC staff. By keeping simple processes to under two or three steps, we can ensure that people maintain their ability to respond quickly to humanitarian needs worldwide.

 

Michelle: What are you looking forward to next month during the Aurea Experience 18 conference?

 

Ernesto: I'm looking forward to meeting great community specialists, such as Jon Ingham and Dan Thomas, and seeing how other organizations are using Jive to achieve their objectives. I'd like to have honest discussions, not only about positive achievements, but also about real challenges and how people are tackling them. I'm also really interested to learn more about Jive and Aurea's on-premises roadmap.

We're getting excited for Aurea Experience 18 to kick off next month in Munich, and then this December in New Orleans. As we get closer to this next customer and partner conference, we've announced another speaker in our stellar mainstage lineup: Brad Bebee, principal product manager for Amazon Neptune. Check out today's press release below for more details on what Brad will cover during his keynote, and how Aurea is leveraging Amazon's graph database to power the future of Jive.

 

Hope to see some of you in Munich or New Orleans very soon!

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Aurea Plans to Unveil PeopleGraph, a New Technology Leveraging Amazon Neptune that Will Power the Future of Jive Software

  

Aurea Experience 18 to detail innovative relationship intelligence platform; feature mainstage keynote by AWS’s Brad Bebee on the advantages of graph databases

 

AUSTIN, Texas, Oct. 30, 2018 – Aurea Software, the company behind some of the world’s greatest customer and employee experience solutions, including Jive Software, today announced that Brad Bebee, principal product manager at Amazon Web Services (AWS), will keynote at Aurea Experience 18 on November 12 in Munich and December 4 in New Orleans. Alongside Aurea CEO Scott Brighton, Bebee will explore how companies like Aurea are leveraging Amazon Neptune, a fast, reliable, fully managed graph database service that makes it easy to build and run applications that work with highly connected data sets.

 

 

“At Aurea, we’ve been committed to AWS for nearly a decade, which is why we’re so pleased to have Brad join us at Aurea Experience this year,” said Scott Brighton, CEO at Aurea Software. “He’ll discuss the power of Amazon Neptune, and how we’re re-establishing people as the center of enterprise social networks in order to create a vastly improved experience for enterprise connection, discovery and collaboration.”

 

At Aurea Experience 18, Brighton will unveil details of the massively scalable PeopleGraph technology Aurea is building on Amazon Neptune. Aurea’s new PeopleGraph will take relationship intelligence to an unprecedented level of sophistication to support enterprise communities centered around people. This underlying platform will eventually span Aurea’s entire software library to help businesses uncover and enrich different types of relationships inside and outside their organization.

 

About Aurea Experience 18

Aurea Experience 18 spans two free events in Europe and North America, where Aurea customers and partners will enjoy three informative tracks with more than 15 breakout sessions on employee engagement, the new digital workplace and customer intelligence. Speakers include more than a dozen customers from organizations such as American Airlines, Carlson Wagonlit Travel, Citi, Commvault, International Committee of the Red Cross, Lloyds Banking Group, Morgan Stanley, Pearson, Schaeffler, Vodafone Ukraine and more. In addition, the conference will offer a “boot camp” track, where Jive community managers can learn key skills, strategies and best practices for building strategic plans, increasing adoption and driving advanced community use cases. For more information, follow @AureaSoftware and #AureaExperience on Twitter.

 

About Aurea

Aurea Software, Inc. is the technology behind some of the world's greatest customer and employee experiences, for the largest and most successful brands. Aurea's platform, engagement and vertical solutions help companies create exceptional, end-to-end experiences for their customers – driving both retention and growth. Aurea's family of companies deliver process management, messaging, customer relationship management, email marketing, project and portfolio management, and collaboration software, as well as industry solutions for retail, insurance, energy and life sciences. Aurea is an affiliate of ESW Capital. For more information, visit www.aurea.com or follow @AureaSoftware on Twitter.

 

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Aurea and the Aurea logo are trademarks of Aurea Software, Inc. All other trademarks referenced are the property of their respective owners.

A few years years ago, I had the privilege of working with Katrin Fischer, the social intranet project manager at Schaeffler Group, on the early stages of their Jive launch. The other day, I had a chance to catch up with Katrin about how things have been going since then, and get a sneak peak of her upcoming presentation at Aurea Experience, where she’ll be discussing Schaeffler’s evolving digital transformation, and how her team is getting and keeping employees engaged and working in new ways.

 

 

Schaeffler is a global automotive and industrial supplier with more than 92,000 employees in over 50 countries. In the interview below, Katrin explains how the company’s collaboration and communication have evolved since replacing their 15-year-old intranet four years ago. In particular, she describes how Jive (aka “Schaeffler CONNECT”) now serves as the organization’s primary communications platform, corporate memory repository and virtual meeting place for employees from every division, region and function – ultimately building a transparent culture of cooperation while improving efficiency and strategic alignment.

 

Michelle: Which best practices surrounding Schaeffler’s community adoption and employee engagement are you most proud of?

 

Katrin: Last week we hosted an event at our headquarters in Herzogenaurach called “Coffee to CONNECT,” where we conducted a small info fair. In advance, we asked within our network if anybody wanted to share their best practices with the audience, and one of the volunteers was the community manager of our global product data management community. He manages more than 1,000 colleagues in his worldwide network and was so excited about the communication possibilities he now has with Jive. This is what he had to say:

 

 

“...Lots of things have become a lot easier. The global overview of our meetings, agendas and topics. Searching, finding and sharing information saves me a lot of time.”

 

 

This best practice is just one example of many. We now have more than 2,000 groups in Schaeffler CONNECT, ranging from small project teams to huge cross-organizational expert communities. In particular, I am proud of our “Ask the Schaeffler CONNECT experts” group, where we provide our users a place to raise questions, provide feedback and exchange information. A lot of their questions are answered by other interested colleagues who use Jive intensely, which really helps my team reduce our support efforts. In addition, the global multiplier network we started two years ago has been a success. We now have more than 300 guides all around the world who help us spread the CONNECT message throughout the Schaeffler organization.

 

 

Michelle: How do you think workplace mindsets need to evolve to address changing business needs?

 

Katrin: In my project, our huge challenge is how to help change employees’ mindsets (and also those of management) to prepare them for the needs of the changing business world. With Jive, we have introduced a global platform that already provides easier, more intuitive and flexible possibilities for communication and collaboration. Our challenge now is to succeed with changing our communication culture – a long and sometimes hard journey.

 

In my opinion, this is not a technological challenge. We already have a broad set of tools available and the necessary infrastructure to help people improve their daily work, as well as communication and collaboration with their colleagues and external partners. However, it can be confusing for users to know when they should use which tool, and so we need to define clear use cases and to provide them with guidance through the app jungle.

 

Michelle: What are you most looking forward to in November during the Aurea Experience conference?

 

Katrin: For me, the exchange with other Jive users is always the most interesting. I look forward to seeing presentations of other customer projects and use cases, and learning what works well for them. In Germany, we already have a quite close network of German companies using Jive. I am really looking forward to meeting them in Munich and also meeting new faces and making new contacts. Of course I am also highly interested in the Jive roadmap and new developments in the software – in particular, Jive’s on-prem and mobile strategies.

 

 

 

It’s awesome to see a long-established company embrace the changing world and thrive in today’s digital landscape – especially when that organization can trace its history back to the early days of the Enlightenment. Few companies in the world are more established or esteemed than Lloyds Banking Group, which today encompasses multiple brands, including Lloyds Bank and the Bank of Scotland, which was founded in 1695!

 

When you’re building on a 321-year old heritage, there's a lot to consider but, in today’s digital world, you have to keep both eyes looking forward. That’s why Lloyds decided a unified collaboration solution for employees was critical to continue to thrive. Jive is not only helping Lloyds Banking Group preserve more than three centuries of corporate memory, 90,000 employees can now carry that collective knowledge into the future and collaborate together to continue to succeed.

 

We recently sat down with the company’s collaboration programme lead, Mark Mazza, in advance of his colleague Dan Thomas’ presentation at the upcoming Aurea Experience 18 conference in Munich. Mark shared insight into how Jive is helping Lloyds constantly adapt and change to customers’ needs.

 

 

Aurea: If you had to sum up what Jive is to Lloyds Banking Group in one sentence, what would you say?

 

Mark: Jive is becoming the heartbeat of Lloyd Banking Group, it’s our pulse. We call the collaboration solution our “Hive,” because it enables colleagues to create stronger relationships and tap into more diverse thinking, which in turn drives greater collaboration.

 

Aurea: What are the top benefits Lloyds has experienced using Jive to power its internal community (Hive)?

 

Mark: We see three main benefits from having Jive in place...

  1. The ability for colleagues to create new connections and foster relationships which they would never have been able to do previously.
  2. The ability to quickly get answers to questions, no matter how random they may seem, either through the power of people’s networks or one of the many specialist communities we have, ranging from Excel help groups, to customer-facing colleague support groups, to new initiative launch groups. Our Community Banking Questions group, dedicated to helping frontline colleagues get answers from their peers or head office colleagues, is our third most popular group receiving 50,000 views a month. In the 6 months since launch, it’s had 2,300 questions posted, of which 99% have had responses, and is now a fantastic knowledge base.
  3. The ability for customer-facing colleagues to be able to share our customers’ experiences with non-frontline colleagues and engage in conversation with them, helping all colleagues better understand what our business is about and how we need to place our customers at the heart of all we do.

 

Aurea: What types of departments and teams use Hive, and how does it help them achieve their personal or company goals?

 

Mark: 99% of our colleagues now have access to Hive and our community reports tell us it’s being used pretty much across the board with all business areas having active rates greater than 80%, and in most cases over 90%. Considering Jive was not designed to replace our existing intranet or SharePoint, and is something colleagues have to actively seek out, these are great numbers. Our Career Community group has over 10,000 followers where colleagues share their tips on development opportunities and support those who are seeking to progress their careers. We’ve had many examples of mentoring and job shadowing opportunities being freely offered by colleagues and it’s really opening up opportunities for colleagues who would otherwise have found themselves restricted to their limited networks and existing business areas. This type of agility is essential for us to grow and adapt to the ever-changing world in which we operate. 

 

This great comment one of our colleagues posted really sums up the benefits we’re witnessing…

 

“Jive has been great and I would encourage everybody to use it! When I’ve had complicated queries Jive has enabled me to get in touch with people who can help that I wouldn't normally be in contact with. It’s really helping staff in the branch network reach out to other departments that we don’t have contact details for. I had a complicated query relating to a legal charge held against a third title number to a property and a stressed customer in branch who was beside himself with worry as it was blocking a purchase going through - within an hour I had someone from the securities team updating the land registry - amazing! I’ve also had IT issues that I’ve gone round in circles with over the phone that have been resolved with a simple message on Jive. Its brilliant and great to see all departments coming together!

 

I also love reading and posting the good news stories - these have inspired my own branch team. The sharing of hints and tips and best practice means branches can learn from each other. It’s also really given staff a sense of achievement and recognition when they are tagged into a great story or people comment on how well they have done. Great to see people taking pride in a job well done. I really feel Jive is helping me widen out - I can communicate with my colleagues all around the country and I’m not contained to my branch or local area anymore.”

 

Aurea: What has Hive's biggest impact been on you, personally? How has it changed the way you work?

 

Mark: I now work out of Hive and just check my emails 2-3 times a day. It has massively reduced the reply-to-all email threads that used to circulate and get out of sync. It also means anyone new joining the team can get immediately up to speed, we don’t lose the knowledge of leavers, and I can bring anyone into a conversation without having to forward emails (and copy everyone else from the original trail back in). It has also challenged me to be more confident to share my work openly, particularly early drafts, and enable others to help shape my thinking or kill non-value adding ideas quickly.

 

Aurea: Looking forward 5 years, how do you foresee Hive supporting your organization's vision?

 

Mark: No one knows exactly what the future of work will look like in 5 years, but we can be pretty certain it will look very different to what it does today. What we do know is that our organisation needs to constantly adapt and change to our customers’ needs - responsiveness and speed of delivery will be essential to staying relevant and competitive. Hive is helping us make this behavioural change by making us more transparent, making our knowledge far more accessible (and no longer something to be hoarded), and helping us feel like a smaller, more connected company than a large complex one.

Here at Aurea, we’re closely observing happenings in the CRM space as we continue to evolve and build out our differentiated product vision for Aurea CRM. Recently, I was asked to share some of my perspectives on the future of CRM in an article for a German publication called Big Data Insider. For those of you who read German, feel free to take a read and let me know your thoughts.

 

For the rest of you, I’ll summarize my key points here. Two of the biggest trends we’re seeing in CRM these days surround mobile and big data. Mobility (and in particular, offline enablement, which we offer through Aurea CRM’s mobile clients) is especially key for driving sales adoption amongst reps who are always on the road, often in areas with poor Internet connections. In addition, intelligent CRM capabilities are becoming more and more critical for modern solutions, as buzzwords like artificial intelligence and machine learning start delivering real value. Every business is looking for ways to increase work productivity, and CRM systems of the future will enable this through more sophisticated customer intelligence that proactively detects important patterns in your customer activity, relationships and networks.

 

Of course, with all this data, security is increasingly critical for CRM systems, especially here in Europe where GDPR is top of mind. And finally, social is an area that no sales team should overlook, since these channels contain a treasure trove of valuable information about your customers that can be leveraged to inform and accelerate sales cycles.


What additional trends are you seeing in your business? I look forward to discussing these topics and much more with those of you who are joining us at Aurea Experience 18 in Munich next month.

Continuing our recent thought leadership momentum, today I'm excited to share another great CMSwire article by our own Kosheno Moore! This piece delves into ways companies can bring more rigor to their employee engagement strategies at each stage of the employee lifecycle.

 

Kosheno recommends organizations define their touchpoints using a combination of people, process and technology (such as Jive) in order to...

  1. Set the Right Impression and Expectations With Effective Onboarding
  2. Create a Sense of Purpose With Top-Down Strategic Messaging
  3. Create a Sense of Belonging via a Bottoms-Up Feedback Loop
  4. Mine Your Employee Sentiment Through Thoughtful Offboarding

 

"Digital enterprise communities can give new and long-time employees alike a forum where they can voice their opinions through discussions, surveys and focus groups, and connect with teammates and leaders, as well as interest- or location-based groups. Your enterprise community not only provides the tactical means to gather employee input, it also allows you to measure engagement. During onboarding, for instance, you can centralize all related materials, then evaluate the sentiment and impact of every interaction with your onboarding content. These metrics will quickly identify whether your onboarding experience is resonating with people and where you can improve."

 

Read the article here: https://www.cmswire.com/digital-workplace/tips-to-improve-engagement-across-the-entire-employee-lifecycle/

Enjoy! Please comment below with your thoughts and feedback!

 

Learn more about employee engagement best practices at Aurea Experience 18!

Boot Camp is FREE for the first time ever! If you haven't registered yet, please do so here: Experience '18 | Aurea Software Hope to see many of you at AE18!

If your business is looking to truly improve the employee experience and increase engagement, it’s not enough to just roll out an intranet and hope that does the trick. While putting the right platform in place is important, it is essential to also have digital leaders who advocate for your community’s transformative power across the organization.

Royal Bank of Canada's Aaron Kim

That’s why we’d like to congratulate our customer Aaron Kim, head of Digital Workplace Solutions at the Royal Bank of Canada, who was recently awarded Digital Leader of the Year by Digital Workplace Group (DWG) in partnership with Simpler Media Group (SMG)/CMSWire. The prestigious award recognized Aaron for his leadership on RBC Connect, Royal Bank of Canada’s enterprise community (powered by Jive), among other projects.

 

Through Aaron’s leadership, RBC Connect has grown to more than 63,000 active users and 3,600-plus active communities. His strategy for the next five years is to continue evolving RBC Connect to meet the company’s and employees’ ever-changing needs. By doing so, Aaron’s goal is to keep the RBC Connect experience for employees simple and keep their engagement high.

 

One of the things that most impresses us about Aaron is that he makes time to contribute to the broader business community by sharing his valuable insights around collaboration, digital transformation, and trends in business communications. Check out his latest articles in Biznology or this recent video interview from Intra.NET Reloaded Boston.


We’re also pleased to announce that Aaron and his colleague – Sajneet Sodhi, program IT director at RBC – will speak at Aurea Experience 18 in New Orleans this December about how they’re expanding the Global 500 bank’s use of Jive to take adoption and engagement to the next level. Interested in attending? You can still grab a spot here: https://www.aurea.com/experience18/.

 

Royal Bank of Canada's Aaron Kim will speak at Aurea Experience 18

Greiner Bio-One is a global supplier of high-quality laboratory products with more than 1,800 employees and 23 subsidiaries, including production sites in Austria, Brazil, Germany, Hungary, the United States and Thailand. The company develops biotechnology, diagnostics and medical devices, and its BioScience division ranks among the leading providers of specialist products for the cultivation and analysis of cell and tissue cultures.

 

With such a large, diverse and dispersed business, it’s not easy to stay on top of individual customer relationships or manage every single lead, opportunity and interaction worldwide. That’s why Greiner Bio-One decided to adopt Aurea CRM’s comprehensive customer relationship management solution a few years ago.

 

We recently chatted with Ingrid Lamperstorfer, who manages the company’s CRM & EDI initiatives, to learn more about their experience in advance of her presentation at the upcoming Aurea Experience 18 conference in Munich.

 

 

Aurea: How long has Greiner Bio-One been using Aurea CRM?

 

Ingrid: Previously, we used two different CRM tools – eSales and SugarCRM – in just a few countries, so our sales teams were not well-connected. About four years ago, the managing director of our UK subsidiary, Tom Woods, initiated a project to look for a new CRM system that could span the entire organization. The team evaluated nine software vendors, looking for a CRM solution which would both meet all our key workflow scenarios and be configurable to facilitate local operational requirements. We chose Aurea CRM and are rolling it out across Greiner Bio-One.

 

Currently we have around 300 active users in the U.S., United Kingdom, Germany, Netherlands and Belgium, and are in the process of rolling out Aurea CRM to our operations in France and Austria this year. We’ll add eight more countries going forward, with our total user base anticipated to be around 500 people.

 

Aurea: How do your sales reps use Aurea on a daily basis?

 

Ingrid: Our representatives use Aurea CRM as the cornerstone of their day-to-day administration. They can do their activity planning and visit reporting, create new contacts and organizations, assign interests, as well as enter offers in the system and order product samples for customers. All of this relevant customer information is therefore captured in Aurea CRM, where it is then available to a range of interested colleagues, such as line management, product management and marketing departments.

 

Aurea: Do you use any other solutions from Aurea Software?

 

Ingrid: Yes, we started using Aurea Campaign Manager for our email marketing at the end of last year. So far, we’ve done the initial integration with Aurea CRM. Its new user interface is modern and up-to-date, and the product roadmaps both look very promising. We look forward to more seamlessly connecting the two systems as we continue expanding our marketing programs.

 

Aurea: What do your sales reps like best about the CRM software?

 

Ingrid:

For them, it provides high visibility of key information and easy access to everything they need to know in order to prepare for a meeting -- including current and historical pricing, invoice and customer support activity, status of sample requests and offers, etc. They also have access to the latest sales and support information, as well as helpful marketing information (such as conferences the customer recently attended), so they can follow up appropriately.

 

One Aurea CRM feature we use often is the opportunity module, which is especially helpful with all our public-sector contracts. We can create the appropriate offers in the system and track all the information we need for these proposals, including the customer’s pricing requirements. Aurea CRM enables our sales force to see far more customer information than they ever could in the past. 

 

Aurea: What kind of adoption and success are you seeing across the organization?

 

Ingrid: In addition to our sales teams, who make up the majority of our Aurea CRM users, our customer service, marketing, quality control and technical support teams are also now using the solution to both extract data and track and follow up on issues. We are expanding the range of users and user groups as more affiliates go live and we find new opportunities to benefit the business.

 

With our increasing user base, the Aurea CRM platform provides a management tool for the evaluation of either general activities or those of particular interest -- such as activities related to a priority product or campaign. We are currently developing and evaluating our metrics and reporting structures to provide relevant qualitative and quantitative data, as the system and the culture of CRM in this form is still relatively new to many users.

 

Does simultaneously increasing sales, aligning marketing campaigns and improving customer service sound like utopia? Synergy Consultants, a CRM project management consultancy based in Kelkheim and Lüneburg, Germany, achieves exactly this for its clients. Since its first projects dating back to 1999, Synergy Consultants has helped clients gain more customers and build strong relationships with existing ones. They’ve delivered more than 200 value-driven CRM projects and initiatives all channeled through Aurea CRM.

 

In fact, Synergy is hosting an event this week for their customers, and our own Michael Obermaier is honored to be sharing a presentation about use cases and future trends in CX management. If you’re planning to attend, please stop by and tell him hello! In the meantime, to find out more about what Synergy has learned over the years, we recently chatted with their managing partner, Klaus Eichhorn.

 

 

Mark: How long have you been an Aurea partner, and how would you describe your company’s offerings?

 

Klaus: We started as an implementation partner of update.crm back in 1999. When update.crm was acquired, Aurea’s strategy helped us grow our business and our offerings. We have deep expertise in all aspects of Aurea CRM, and we are able to deliver solutions from the earliest touchpoint of the customer journey to every following scenario.

 

Our CRM + Prozesse offerings align processes with efficient software solutions to benefit our customers. We help clients meet their customers’ needs by identifying and addressing relevant customer touchpoints. We provide expertise and tools that help our clients gain new customers and build up strong relationships within their existing customer base, whether through marketing, sales or service processes.

 

Mark: What is your favorite customer story?

 

Klaus: Let me pick out one example. We’ve worked with Stäubli, a robotics and mechatronics company, to improve the sales process. Stäubli is now able to offer specialized services to their customers based on Aurea CRM’s opportunity features. Because they can track the specific needs of each prospect in the opportunity record, their offerings fit much better than before, they’ve increased customer satisfaction and they’ve achieved higher closing rates. In another project, we brought their sales and services together in one system worldwide. This significantly improved cross-team collaboration, which even impacted revenue. Stäubli boosted service revenue with the help of proactive and preventive offerings at the end of machines’ lifecycles at customer sites.

 

We helped Stäubli deploy a global CRM system with Aurea CRM, replacing three different CRM systems in three different divisions. By using Aurea CRM worldwide, they’re experiencing heightened productivity and improved sales metrics. As a global leader in its industry, Stäubli is accelerating its entry into new markets and regions with structured processes and an efficient CRM tool.

 

On the marketing side, we’ve successfully implemented many marketing and promotion processes channeled through Aurea CRM workflows. As a result, our customers in the life sciences and consumer brand industries eliminated Excel work, significantly reduced manual entry and cut time spent on data handling. We also gave these companies better control over their campaign process with automated invitation and response handling. As one outcome, customer satisfaction increased significantly.

 

Mark: What customer experience best practices do you recommend to your clients, based on your extensive experience with our products?

 

Klaus: I always remind people that the more successful CRM implementations are the ones driven by the business. IT is important but cannot play the role of the business. CRM implementations where a C-level sponsor is on board (not all the time – but at a high level) have more speed. And most importantly, there is no successful CRM implementation in the sense of business value and increasing sales where there is no benefit for the user. Forget any initiative that’s all about results without offering real advantages for your day-to-day users.

 

Mark: What do you think are the most important trends enterprises should consider when it comes to digital transformation?

 

Klaus: I would separate between hype and concrete issues that help to improve and accelerate business. To see clearly about this, we recently asked 50 clients about their needs an where they want to concentrate efforts. Here’s what they voted to be their most important issues and interests:

 

Copyright SYNERGY, Lüneburg, Germany, Eichhorn - 2017

We are happy to share Aurea's first CMSwire thought leadership article by our very own Kosheno Moore! Her byline article covers why a company's culture has to be part of the fabric of everyday interactions among employees, and between employees and management.

 

The article offers the following actionable tips, each of which can be supported with the help of an enterprise community like Jive:

  1. Start With the CEO
  2. Define Your Core Cultural Attributes
  3. Integrate Your Attributes Into Company Goals
  4. Actively Reinforce Your Cultural Attributes
  5. Measure Your Progress

 

Read the article here: CMSwire | Transform Your Corporate Culture With These 5 Proven Steps

 

Enjoy! Please comment below with your thoughts and feedback!

Hello!

 

Thank you so much to Kosheno Moore for the warm welcome and lovely introduction! Welcome Jessica Maxson - Customer Advocacy Manager AKA AureaWorks Community Manager

 

I'm so grateful to be part of this incredible team of social collaborators. This truly feels like I'm coming back home to family, as I am a former Jive Customer myself. My affinity for this industry, and most particularly our product, is a passionate one. I figuratively proposed marriage to Jive in my early days as a Community Manager and it seemed to go a bit viral within the community.

 

 

Ultimately, that is the passion that we will continue to harness and evolve into creating a better user experience and generating meaningful engagement within our entire AureaWorks community family.

 

This is an open letter to all customers, near and far - I am here for you! I have an "open-door" policy (or whatever the internet equivalent of that is). Please @mention me, direct message me, or email me with anything on your mind. Questions, comments, concerns, ideas - I want to hear all of it and do my absolute best to utilize that feedback to build a strong partnership with you and continue to evolve AureaWorks into the customer-loving informational experience that it is!

 

I hope very much to see you at Aurea Experience 2018! We'll grab a draft in Munich in November and then take it to the Big Easy in December! As a former Jive customer, to see that these conferences are now FREE TO REGISTER, I think it's an incredible added value from Aurea to our customers.

 

Thank you!

Jessica Maxson

Hello AureaWorks Community,

 

I am very pleased to introduce Jessica Maxson, who has joined our Aurea Marketing’s Communities Team as the Customer Advocacy Manager. We've brought Jessica on board to carry out our new vision of aligning AureaWorks community management with quality customer advocacy program. Jessica’s primary focus will be to work with you on AureaWorks and beyond to build strong working partnerships between you, your business and Aurea.  Jessica will also work closely with Aurea’s cross-functional team to drive relevant customer conversations and requirements internally.

 

Jessica is no stranger to Jive. As a passionate former customer at Bluegreen Vacations, she single handedly managed their internal community powered by Jive for 4-years with successful use case and adoption outcomes.  Jessica has spoken numerous times at JiveWorld, sharing how strong community practices can build meaningful and connected relationships that transcend platforms.  I recall Jessica calling Jive her “work husband” at JiveWorld16 and was very motivated by her infectious enthusiasm.  So it’s no surprise I am thrilled to have such a passionate and visionary individual join our team to manage AureaWorks and start building relationships with you. Please join me in welcoming Jessica!

 

Hello From New Customer Advocacy Manager, Jessica Maxson!

 

Kosheno Moore

Head of Communities

You may not feel like making any new resolutions regarding your writing, and that’s okay. But how about taking a look at writing challenges that others are taking on and seeing if you can be a little motivated to take on a few of them yourself. Who knows? Your muse may become excited and take you to new heights.

 

Here are some challenges that other writers are assuming. Pick a few and get going.

 

1. Write a Minimum of 1,000 words a Day

 

Really. This is not that much. The key to it, however, is that it is a daily thing – no exceptions. Whether you are working on a short story, a novel, poetry, or nothing right now, commit to those 1,000 words a day. Consider it critical practice of your craft. If you are in a dry period, try a different type of writing. Instead of writing fiction, write blog posts on topics that interest you, and submit them to relevant popular blogs.

 

Consider downloading a writing challenge app that will provide an unending supply of activities to get you going. You may find that writing 1,000 words a day is far easier than you thought.

 

2. Commit to Reading More

 

If you write fiction, read more fiction; the same goes for non-fiction. Many writers have taken the challenge of reading one piece a day. Even if you are busy with a “day job” or other obligations, put in those headphones and listen to those pieces. Good ideas can be sparked by reading/listening to the writing of others.

 

3. Resurrect Old Writing, finish it, and Submit it

 

All writers have pieces they began but then abandoned for a number of reasons – loss of interest, disappointment with its quality, etc. Make this the year that you pull those out, revise, re-work, and finish them, and then submit them. What is the worst that can happen? A rejection – nothing you haven’t experienced before.

 

4. Become a “Renaissance” Writer

 

The term “Renaissance man” refers to any person who has become a “master” of many things. Thus, a mathematician may also be an artist or musician and perhaps study law or medicine. Becoming a “Renaissance writer” means that you will dabble in the entire field, creating in all writing niches during the year. Even if short stories are your niche, add another genre each month – poetry, scriptwriting, non-fiction articles, a short novel, etc. You can even sign up with an online writing service. Students access them with “write my essay” please, and Trust My Paper professional writers craft them. You have probably not written an academic piece in years, and even this can prove worthwhile as you widen your thinking processes.

 

5. Choose Plots/Topics from the News

 

Become a bit of a news junkie. Read newspapers, watch cable news, and access a few news websites. Find stories that pique your interest, and make a list of the headlines and main facts. Go through these periodically and choose one as a start point for a short story, poem, or even a novel.

 

6. Up Your Submissions Numbers

 

If you generally submit a piece once every six weeks or so, “up the ante” for yourself. Commit to one a month. Even if you are working on a novel, set a number of short pieces to submit – pieces of any type – for free or for pay.

 

7. Participate in NaNoWriEvMo

 

You may have never considered participating in this annual event – writing a complete novel of at least 50,000 words in the month of November. Consider taking this challenge, and choose any month you want. Even if you don’t make it, you will have a great start on a piece that you can ultimately finish and submit.

 

8. Join a Writing Cooperative

 

There are cooperative writing groups all over the web. Many of them have writing challenges of different types. Pick a challenge and use the other participants as a support group to keep you motivated.

 

9. Get Collaborative

 

There are lots of other writers out there who want to stimulate their own creativity and production just as much as you do. You can find them by joining writers’ groups, either on or off-line. Find a few colleagues who want to participate in a collaborative writing project.

 

A Final Word

 

Cooks cook; builders build; and writers write. Whether writing is your full-time job or something you do “on the side,” you are a writer, nevertheless. And just as in any profession, there are times when you are passionate, productive, and churning out pieces and times when you are discouraged, unmotivated, or just in a general “funk.” These latter times are when you can benefit from taking on writing challenges – challenges that will force you back into your craft. This list of 9 is by no means comprehensive. Look around and see what other challenges are offered up. What do you have to lose? Even if you take on a challenge and don’t meet it, you have moved yourself forward.

Klöckner & Co Germany GmbH manufactures products and components made of steel and metal for customers all around the world. One of the leading steel traders in Europe, the company offers a wide range of products and logistic services. In fact, with hundreds of years of industry expertise and a distribution and service network of around 170 locations in 13 countries, Klöckner supplies around 120,000 customers.

 

A top priority for Klöckner is digitizing its business processes by improving internal workflows and increasing cooperation with suppliers and customers. Not only can businesses order their very own steel in the online shop, they can also check current contracts online, integrate with the Klöckner API for constant data exchange or visit the Klöckner Connect customer portal for any other customer service or supply chain needs.

 

With all of these services, Klöckner has built a strong customer base. In order to keep track of each and every customer and provide them with great service, the company turned to Aurea CRM. We had the chance to speak with Florian Müller, head of pricing & CRM at Klöckner & Co, about his professional and personal experiences with Aurea CRM. Florian is responsible for evolving the company’s use of the CRM system, including a Europe-wide rollout and serving as a “Scrum Master” with a small team that works on continuously developing sales support tools.

 

 

Aurea: How has Aurea helped Klöckner & Co disrupt the steel industry?

 

Florian: Klöckner is one of the big retailers when it comes to fabricated metal and steel. In this position, it is only natural that we want to lead the way into the future by digitizing the steel business. Aurea CRM helps us every day with this goal, because it helps us deliver better customer experiences and supports our day-to-day workload. Our salespeople can look into our customer database to view former and current contracts and deliveries, as well as contact details to help plan customer visits. We all know exactly what is going on: no matter where, no matter when.

 

As part of our “Klöckner & Co 2022” strategy, we set a quite ambitious target of generating 60% of our sales via digital channels by 2022. By using Aurea CRM and other digital tools that are necessary in today’s business environment, we’re confident we can achieve this goal.

 

Aurea: What is Klöckner’s history with Aurea CRM?

 

Florian: I joined Klöckner last August to manage Aurea CRM in-house, but our experience with Aurea CRM dates back to 2011. Back then, we compared the solution with a bunch of other competitors and chose Aurea CRM because it best suited our needs and our digital strategy.

 

Currently we are leveraging the CRM system in the UK, France and Belgium, and our sales department is so happy with it that we decided to roll it out to an additional 900 users across our offices in Germany and the Netherlands as well.

 

Aurea: How do your sales reps use Aurea CRM on a daily basis?

 

Florian: We use Aurea CRM for a variety of purposes. In total, 2,100 employees use Aurea for:

  1. Communications: All of our sales representatives use Aurea CRM to save and share their conversations. This helps teams stay up-to-date and keep tabs on what’s going on.
  2. Financial data: We have integrated all financial data from our SAP tool in Aurea CRM. If a customer has a question about a purchase or delivery, anyone on the team can look up the details. This is especially handy when they negotiate with clients or manage a special order. Before, we had to go back and forth between two software programs, but now all of our important information is available in one solution.
  3. Visit planning: Whenever one of our employees goes on a customer visit, they can use Aurea CRM to plan their route, ensure there are no overlaps with other colleagues and see who can visit which client(s) along the way. As a result of this helpful tool, our reps can streamline their business trips and make the most of their time while reducing Klöckner’s environmental footprint.

 

Aurea: What do your sales reps like best about the solution?

 

Florian: Klöckner’s reps are always on the go. We really care about our customers and often spend the time to meet them in person rather than just having another call. Before we had Aurea CRM, in order to find customer details, our sales reps often had to log into several big, bulky systems that were made for desktop computers (which was especially inconvenient when travelling).

 

That’s why route planning is so important to us, and Aurea CRM’s mobile web version is where it really gets helpful. Our reps appreciate that they can simply look clients up in the database from any device, and find all the essential information they need to prepare for customer meetings. Furthermore, it is easy to use and very accessible. Overall, the best thing about Aurea CRM is that our staff wants to use it. I think that’s the best proof of success -- that the solution supports our people in their daily work.

 

Aurea: What are your plans for the future?

 

Florian: At Klöckner, our digital strategy is one of our top priorities. We’re working to achieve an open industry platform for the steel and metal industry in which information can circulate freely with the help of digital tools like Aurea CRM. We want to connect market participants in order to improve efficiency and speed the supply chain. As we align our business for the long term, we also see digitization as a key step forward in sustainability. Just think of all the paper and fuel we save through digital communication and smart planning!

 

Aurea is a great partner and we are excited to continue working with the company. As we roll out Aurea CRM to more of our global sales teams, it makes everyone’s work easier and unites us as a company across country borders.

 

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