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Learn how a Global Telecommunications Provider leveraged the power of customer and partner communities in its Innovation Factory to drive product development, improve customer retention, and increase revenue through differentiated services. Discover the collaboration tools, such as forums, feeds, and wikis, used to generate ideas, evaluate concepts, and bring services to market faster.

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Customer Information

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  1. Lotus Connections Drives Innovative Product Development at Global Telecommunications Firm

  2. Customer Information • Global Telecommunications Provider • 60,000 employees • 50 million subscribers • Personal and Business Services • Wireless • Local phone • Long distance

  3. Customer Challenges • Need to improve customer retention • Battling intense competition from nimble competition • Mobile Virtual Network Operators • VOIP Providers • How can they generate more revenue by increasing cell phone use? • Need a faster way to develop and evaluate new services concepts

  4. Solution: Innovation Factory Using Partner and Customer Communities Participants 62% of executives surveyed cite collaboration as an important driver of innovation – R&D Magazine, 2005 Customers Employees Partners Social Networking Continuous feedback Communities Ideation Trial Commercial Launch Innovation Factory Collaboration Community Tools: Self Service Portal • Forums • Feeds • Metrics • Wiki • Jams • Thinkplace • Social Bookmarking • Communities • Activities • Persona • Blog Server Discovery: Serendipity + Omnifind • Unstructured data • Service catalogs • Directory/Experts

  5. Business Value • Increase the number and quality of ideas for new telcom services • Accelerate the evaluation of new service concepts and therefore be faster to market • Grow market share and revenue through differentiated services that have been verified by customer communities

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