Kindred Healthcare Empowers Sales Reps With iPads And Salesforce.com

Ted Schadler

 

This case study is from TJ Keitt and my social business playbook report, “The Road To Social Business Starts With A Burning Platform.” A social business harnesses mobile technology to empower sales reps in their moments of customer – or in this case, patient – engagement. Here’s the story.

Sales executive Barry Somervell has a passion for arming his team with tools that yield productivity; he believes in the power of technology to transform the selling process. Barry was asked to come into Kindred Healthcare, a $5 billion supplier of post-acute-care services, to energize and modernize its nursing center division's sales process to bring patients into its 224 skilled nursing and transitional care centers. Barry quickly saw that the tools that the "clinical liaisons" carried were lacking. This group of sales professionals, from a clinical or nursing background, needed better ways to collaborate with colleagues and with hospital medical staff to offer the right services to patients about to be discharged and in need of rehabilitation services. You can see Barry and his team in this video.

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Dissecting The Latest Announcements From Cisco And Polycom

Philipp Karcher

Having attended analyst events by Cisco and Polycom in the past month I'd like to share my key takeaways from the announcements for the companies' positions in the videoconferencing and collaboration software markets. 

POLYCOM
CEO Andy Miller called October 8 the "most important day in Polycom history" when the company made a wave of announcements on products it will release over the next six months:
  • Cloud AXIS, a browser-based videoconferencing service promises to simplify connectivity. Videoconferencing in a browser window without the need for any downloads will help promote adoption. It could also make other enterprise videoconferencing initiatives — B2B, desktop-to-room connectivity, and BYOD — easier to achieve. We can see the promise of browser-based connectivity in BlueJeans' introduction of the technology, where it already accounts for 25% of endpoints on calls using the service
  • SVC and multi-stream videoconferencing architecture lower the cost per port. Room-based videoconferencing vendors are under growing pressure to provide alternative deployment options to the expensive transcoding MCU. By supporting the SVC codec as well as interoperability with mainstream AVC, Polycom can offer the best of both worlds. Also, Polycom is using the same flavor of SVC as Microsoft in Lync 2013, maintaining the synergy of a Polycom + Microsoft strategy.
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Lessons From Hurricane Sandy

Andrew Bartels

Like many others in the New York region, I am writing this in a cold, mostly power-less house, without landline telephone or Internet connections. Thanks to the foresight and generosity of a neighbor with a generator, we have an extension cord that is powering the refrigerator and one light, plus charging of various iPhones, iPads, and PCs. With a gas range for cooking and intact house, we are basically engaged in high-class camping, with both the pleasures and discomforts that entails. 

Right now, my only electronic connection to the outside world is through my iPhone, which did provide email through the storm, though cell voice service went missing for 36 hours after Sandy hit. I am writing this on my laptop, which doesn’t have Internet access, because I refuse to write an article like this on the keypad of an iPhone. (Yes, I know, I should have bought the iPad with 3G, but do I really need to spend $600 just for that?) Once I get this written, I will head to the nearby Starbucks and use their Wi-Fi to post this blog. 

What this experience has reinforced for me are four lessons:

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Bringing The Public Back Into Public Safety Through Citizen Engagement

Jennifer Belissent, Ph.D.

For some reason public safety has been a hot topic for me of late. I recently presented at ZTE’s Public Safety Summit in Dubai, where there was an audience of public safety officials and telecommunications ministry representatives from the Middle East and Africa. One element of the presentation that sparked interest and audience questions was citizen engagement. 

We often think of public safety in terms of emergency services – police, fire, and ambulance; and, for many people, public safety first conjures up images of the police chasing bad guys – likely the effect of too many TV shows like Cops or Southland. But as I defined it in a previous blog, public safety covers a broad range of issues that touch a city’s inhabitants: crime prevention, traffic control, health services, public infrastructure management, and any of a list of emergency services including those for natural disasters such as earthquakes and flooding or incidents like urban wildlife sightings as well as fire or riots.

In order to better act as the eyes and ears of the city – particularly given the mandate of doing more with less – many public safety organizations are returning to a kind of community policing – through better engagement with citizens. This isn’t a new concept. 

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How Much Time Do You Spend On Business Innovation?

Chip Gliedman

That’s one of the questions we’re asking in our survey of business innovation practices, organizations, and technology use.

For the last few weeks, Forrester has been fielding a survey on innovation (as well as IT organization and IT governance). Do you want to find out how you stack up in areas such as:

- Innovation teams, processes, and funding models?

- Challenges to successful business innovation?

- Use of technology to support business innovation?

You can take this and the other surveys at: https://forrester.qualtrics.com/SE/?SID=SV_56Y0hU6NNIJKwfO (specify "Innovation" up front to go to that part of the survey).

Benchmark data from the survey will feed into our Sustained Business Innovation Playbook. We're aiming to publish the results in December or January. If you're not a client, enter your email at the end of the survey, and we'll share the results with you.

. . . and thanks in advance for sharing your experiences.

Chip Gliedman

You’re Running Out Of Excuses To Not Try Microsoft Windows Azure

James Staten

If you have dismissed Microsoft as a cloud platform player up to now, you might want to rethink that notion. With the latest release of Windows Azure here at Build, Microsoft’s premier developer shindig, this cloud service has become a serious contender for the top spot in cloud platforms. And all the old excuses that may have kept you away are quickly being eliminated.

In typical Microsoft fashion, the Redmond, Washington giant is attacking the cloud platform market with a competitive furor that can only be described as faster follower. In 2008, Microsoft quickly saw the disruptive change that Amazon Web Services (AWS) represented and accelerated its own lab project centered around delivering Windows as a cloud platform. Version 1.0 of Azure was decidedly different and immature and thus struggled to establish its place in the market. But with each iteration, Microsoft has expanded Azure’s applicability, appeal, and maturity. And the pace of change for Windows Azure has accelerated dramatically under the new leadership of Satya Nadella. He came over from the consumer Internet services side of Microsoft, where new features and capabilities are normally released every two weeks — not every two years, as had been the norm in the server and tools business prior to his arrival.

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The Road To Social Business Starts With A Burning Platform (Part I)

Ted Schadler

(@TJKeitt has also published this post.) My colleague TJ Keitt and I have completed a six-month investigation into social business and collaborative transformation. As the title of the report suggests ("The Road To Social Business Starts With A Burning Platform"), these complex workforce programs work when there is a compelling motivation to change among employees, business sponsors, and IT. All three groups must adapt on the fly as the initiative unfolds. A picture tells a thousand words here: Linear road maps fail; interactive, interconnected road maps driven by a burning platform succeed.

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Presenting Four Cases That Can Help You Transform Your Organization Into A Social And Collaborative Business

TJ Keitt

My colleague Ted Schadler and I recently completed a six month investigation into social business and collaborative transformation. As the title of the report -- The Road To Social Business Starts With A Burning Platform -- suggests, these complex workforce programs work when there is a compelling motivation to change behaviors among employees, business sponsors, andRead more

A Structural Tune-Up For An Applications Organization

Marc Cecere

I was talking with a client the other day about the reporting structure of her applications organization. The group had a single leader, but underneath, it was subdivided into groups that were a combination of technology (website, data analytics, intranet), business unit (four major ones), and IT processes (QA). The leader of this group knew that every organization is different based on the culture, size, maturity of managers and a dozen other factors. However, she was seeing a lot of friction between groups and wanted to know what structural changes other organizations had made and what the tradeoffs were.

We started by talking about the direction of the organization. In particular, she needed to determine if the business units were moving to greater integration of their data and processes or whether the business silos formed were just fine. Though most organizations are moving to greater integration, this is not an obvious answer, as some companies have run-off business areas that are in maintenance mode and may be kept separate. For this call, she asked that we assume the company needed greater integration. There were other drivers around growth and cost containment that we discussed as well.

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Best In Cloud Award Winner - Congratulations From Forrester

Stefan Ried

 

Computerwoche Germany has organized this week the second annual BestInCloud Award. I had the honor to be on a jury for this unique award again. The BestInCloud Award is really unique, as it does not simply compare cloud products. It is looking at successful implementations of real cloud projects in Germany. The balance of great customer value AND a good leverage of an underlying cloud IaaS, PaaS, or SaaS is the secret source to convince the jury. I'd like to congratulate this year's winners and share with you what impressed me personally most with these projects:

 

SaaS - Public Cloud: arvato systems GmbH 

Customer: Janssen KG

Project: farmpilot - mobile farm management 

This project was the only SaaS application heavily leveraging mobile access to the cloud in addition to bringing multiple companies, including farmers, contractors, and agricultural traders, together in a way it would never be possible if a single company owned a system on premises.

 

SaaS - Privat Cloud: Plex Systems, Inc.
Customer: Inteva Products, Inc.
Projekt: Inteva Products, Inc. implemented an integrated ERP system for manufacturing

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