Blog
Contact Us
Standard Register (NYSE: SR), a leading provider of critical communications management, was going through a business transformation to focus on market-facing solutions and services that align its customers’ communications with corporate standards and priorities. To manage its sales efforts, enable closer collaboration between employees, and drive overall efficiencies, Standard Register deployed Salesforce CRM and Salesforce Chatter. It enlisted the expertise of cloud specialist Model Metrics’ Social Enterprise practice to deploy Chatter methodically to ensure adoption and business value. As a result, Standard Register employees are successfully working together to drive the company’s transformation.
Designing Social Enterprise Technology to Support Business and Cultural Change
“We have so much knowledge in our organization about our competitive advantages and our customers’ industries and needs, but our legacy systems created a barrier to sharing that information across the company,” said John Haberek, Standard Register’s director of business process automation. “We knew that Chatter was going to be very beneficial, but we also knew that we couldn’t just turn it on and hope for viral adoption. We partnered with Model Metrics to have a team of experts deploy the social enterprise technology and train our employees on how to use and maintain it.”
Project
● Model Metrics conducted a deep business process review to understand Standard Register’s existing collaboration processes and identify the use cases and benefits of using Chatter.
● A Chatter deployment team was established, including executive sponsors, business area champions and mentors, clearly defining roles and responsibilities.
● The Chatter team worked together to define its deployment approach, including communication, roll out, adoption and maintenance strategies.
● Model Metrics handled the complete deployment, including administration setup, assigning groups, defining fields, migrating data into production, guiding employees on best practices, and providing ongoing support. Model Metrics also built dashboards and reports for Standard Register enabling them to see Chatter traffic right away in a meaningful view.
“Chatter has many more legs to it than first appears,” continued Haberek. “If you want to get the most out of your deployment and derive business value company-wide, it requires a methodical and calculated approach. We turned to Model Metrics’ Social Enterprise practice because of its Salesforce expertise and cadre of best practices for deploying social enterprise technology.”
Results
● Standard Register’s sales process has become much more collaborative. Before Chatter, collaborating on an account required emailing updates to all team members. Now updates posted to Chatter are available in real time to everyone involved with the account. Account, industry and cross-functional groups make finding expertise within the company easier.
● Meetings, emails, continual status updates and duplicate efforts among teams have been reduced so sales reps can spend more time selling.
● As account executives and teams share information with the rest of the company and across customers, Standard Register has improved insight into customer experiences and increased visibility and accessibility throughout the company to enable all departments to support sales efforts.
● Employees are sharing real-time industry data to propel awareness and arm the sales team. “Voice of the Customer” comments from customers are shared daily.
“Time is today’s currency,” said Jim Mullen, area sales director for Standard Register. “Our sales team now can leverage its largest asset, time, more effectively. The ability to manage the sales process and eliminate non-revenue generating sales activities to focus on our core competency of selling is priority number one.”
“Chatter allows us to connect to our talent like never before,” added Haberek. “With Model Metrics’ guidance, we are able to use social enterprise technology to foster our business and cultural transformation to a market-focused company.”