Company: Groupe Casino Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder Community: C'Vous (www.cvous.com) Lithy category: Best Community Technical Implementation ___________________________________________________________________   In February 2012, we launched Cvous.com, the 1st community in France where customers can interact to create products and services for our stores. We had already thought about the design of our community and its user interface when we started working with Lithium. We wanted every C’Vous member to be able to contribute easily from the member’s page and from the website home page.     To reach these goals, we’ve created many different custom components. Within the first year, the community grew significantly and with the number of posts increasing it began to be difficult for the members to follow comments and reply to their ideas or forum messages. To improve our members’ experience, we decided to implement a system of notifications. Every time they have a new rank or when other members give kudos or comment an idea or a forum board they have initiated, they get alerts in their notification system.          We recently launched C’Vos recettes where members can post recipes and add the ingredients they need directly to their online shopping cart. To enable them to add recipes, we created a specific idea post page in which the community member can enter a title, ingredients and instructions. This page was technically mandatory to enable the external widget to transform any member’s recipe into a list of ingredients to order. It configures the post to look like a recipe to help the user writing its recipe.     On the C’Vos recettes’ post page, ingredients (“40g of dark chocolate”) are turned into generic ingredients (“chocolate”) which are automatically identified as labels and tags. This makes it possible to filter all recipes by ingredient. In the future, we will launch a mobile application that will allow our customers to scan a product in stores and display all related recipes available on C’Vous.    

Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Community Technical Implementation ___________________________________________________________________   Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3 rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.   Seamless Customer Experience Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.   Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.   Community Financials Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.   3 rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.                                                 Gamification The ultimate in credit card gamification: Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.   Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.     Refer a Friend Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.   Polling Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.     Integration with Card Servicing On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.   Profit Sharing Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.                                                   Promotional Site BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.  

Company: YouSendIt Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder Community: YouSendIt Community (support.yousendit.com) Lithy category: Best Community Technical Implementation ________________________________________________   At YouSendIt, we really wanted a strong customer experience.  And given our many types of customers, customization was definitely necessary.  We customized the community in three unique ways:   1) Our Contact Us form.  We have multiple ways the customer can contact us (email, live chat, call, search knowledge base, open discussion thread).  This is all based on permissions (free, paid, enterprise).  It was important to serve up the right options based on the type of customer asking for support.  We needed to make the page smart to manage these permissions - which required customization.                              Customized contact us forms based on customer type   2)  Integrated search and chat integration.  We believe we’ve provided a revolutionary and elegant support contact form.  When a user clicks contact support they are presented with a page tailored for them depending upon what kind of customer they are (consumer, enterprise, other), and as they type into the subject line we instantly serve up answers based on articles in our knowledgebase and community.   We recently switched to Zendesk as our ticketing system and rolled out chat-based support. As part of the rollout - we incorporated chat features directly into the contact form.  The integration built by cloudsquads seamlessly transfers the user name and email Id along with the post content and creates a chat session.  From the customers’ perspective, once they’ve completed the form, they can opt to email or live chat without reentering information.  From our agents’ perspective, they’re able to get the customer information along with the context of the issue right from the Lithium form, and directly into our backend chat tool.                                           3) Site Status Page. Our customers rely on us to share large amounts of information quickly, securely, and reliably, thus service availability is critical to their business.  We tied our service availability status indicator to the community experience - thus enabling real-time status push to our millions of subscribers.    Our Site Status Page is housed on Lithium as a custom blog.  There are several key features that CloudSquads customized to make this very unique.  The main page shows the most current “blog entry” which is our latest status, and a user can look at the history of blog posts to see our site status history.  Additionally, we’ve provided a subscription widget so that users can subscribe and be notified whenever new site information is posted.  Finally, we then have multiple other locations in our community, such as the “quick help” section on the main support page, that check the most current blog post and dynamically display the appropriate site status depending on a tag.  These features allow us to very quickly update multiple locations on our site during maintenance or an event, and simultaneously notify our customers which helps us proactively avoid deluge of support queries.                                    

Company: Mozy by EMC Entry submitted by: Zach Moffett (zachm) Community Manager Community: Mozy Support Community (community.mozy.com) Lithy category: Best Community Technical Implementation _________________________________________________   Three years ago we created the Mozy community to add a level of support for our customers.  The community has helped decrease the number of support cases that have been created by customers while keeping a high level of customer satisfaction.  We rely on our super users to help answer questions for their peers but we find ourselves asking support agents to answer questions in the community.  We know there will always be a need for Mozy support agents to work with customers but would like the community involvement to answer a majority of the questions.   Since we launched our community we have been cultivating users to participate more frequently and with a higher level of knowledge.  We provide knowledgebase articles, tutorials, and technical blogs for them to pull their information from.  This process has helped us further reduce support costs while keeping customer satisfaction over what we agreed to be an acceptable level.  Gamification has been a huge influence on the processes we have implemented to drive this participation.   As processes of gamification grow, so does the need to have a leveling system in place. To complement the Lithium rank structure we have implemented a leveling scale that shows the progress to the next rank.  As community members participate and work towards the next level in the community, they can see their progress and have an idea of what it will take to get to the next level. We built a custom slider bar that shows how close the customer is to the next rank.  Once the customer ranks up the slider bar refreshes to show what it takes to get to the next rank.   We have also implemented a rank system so community members can start off as a villager and work their way up to cook, ninjas, and eventually the overlord through participation.  We used the default Lithium measurements for the rank system but changed the names and provided corresponding avatars.  For example, when the user reaches the rank of Sensei the new avatar becomes available.  We modified our notifications to not only alert customers that their rank has increased but that they can change their avatar as well.   To augment the new features we wanted to provide our community members with more context for the gamification concept. We wrote a story that goes through our protagonist’s life story and how he started off as a lowly villager and through much learning, dedication and will, worked his way up to be the Overlord and eventually the Emperor.  The story can be found at http://community.mozy.com/t5/community-story/ct-p/communitystory . The story changes dynamically as the community member’s rank increases.  If you were to visit this page while not logged in you would not see any information.  If you create an account then you will see the first part of the story.  Once you level up then more of the story will become available.    A member of our staff created all of the avatars along with full size images.  We went through multiple versions of the story but eventually agreed on the story that is now available.  We have had great feedback from our customers and staff members on this process.  

Company: Google Inc. Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager Community: AdWords Community (http://www.en.adwords-community.com) Lithy category: Best Community Technical Implementation ________________________________________________   Google AdWords has been working closely with Lithium Engineering on seamless migration of our users from OpenId to OAuth2. We wanted to make sure that users who are coming to our Community are offered with a Single sign-on experience that they are used to when using other Google products.                                                       The OAuth2 implementation allows our users to use the same login and avatar for the Community as the one they are already using for other Google products and switch between various Google accounts. It also removed the need for Lithium to create, maintain and secure a login email and password store. All together it makes the sign-in process fast and secure for our users.

Company: SuccessFactors Entry submitted by: Danielle Beeken (dbeeken) Customer Marketing & Advocacy Community: SuccessFactors Customer Community (community.successfactors.com) Lithy category: Best Community Technical Implementation ________________________________________________   Why should we win this award? “We want our customers to love work again!” To ensure that our customers have the best tools and resources to help them achieve success using our products, we launched the SuccessFactors Customer Community in April 2012. The primary goal of our community is to promote peer-to-peer engagement, but we also want people to use the platform for best practices knowledge, tips and tricks, discussion forums, blogs, new ideas, and much more.     The Challenge After launch we realized that our customers still had to access multiple systems during the day to get to our training and professional services resources. We needed to enable a single sign-on solution between our community and our SharePoint sites. We have a private community with a registration process so that only customers, partners, and employees are able to join. We have an active directory that authenticates users as they register. The two other critical resources we wanted customers to be able to access through the community were our SuccessFactors Training and SuccessFactors Professional Services. Both of these teams provide extensive knowledge and resources, but they do so on separate SharePoint sites.   The Solution Our exceptional technical implementation, which connects the Lithium community to the SharePoint sites with the click of the button, has resulted in a completely seamless community experience for our customers.  In order to achieve this technical implementation, we worked with Lithium partner Cloudsquads and a Cloudsquads partner SusQtech. This project enabled the single sign-on capabilities with a custom integration effort. The team first explored the solution, which started with the ADFS authentication issue. The technical teams then built an integration account, which provided credentials to access SharePoint. Then they developed a custom widget within Lithium that enabled easy access to the shared documents by using an iFrame housing the SharePoint sites, within which customers can download the documents. The custom-logic widget was placed on the community forums via the Lithium studio layout editor. The widget is modular and placed in the Lithium Studio Editor. A new page was created to host this service, the content is filtered by the SharePoint app, and Lithium passes whatever available fields that are specified by the integration protocol.     After clicking the button on the homepage with single sign on users are brought directly to the PS SharePoint site.     Training Page “Get Training” button     The Training SharePoint Page after you click on the “Get Training” button single sign on brings you to the Training SharePoint Page   The Outcome Customers are extremely satisfied with this seamless integrated solution. When customers and partners need information, documents, training, or other resources, the SuccessFactors Community is their one-stop shop! Once they are in the community, if they need to access the SuccessAcademy (training) or the Empower Methodology/Welcome Kits (Professional Services), they can easily access these SharePoint systems with a click of a button without logging in again. This is a huge win for us, and it creates an exceptional community experience for our customers.