findability day 2016 - skf case study
TRANSCRIPT
henriksunnefeldt
SKF
Capitalising on Enterprise Search – From strategy to analytics by Henrik Sunnefeldt, Programme Manager Enterprise Search
© SKF Group
Present in 130 countries 46,635 employees
Many languages
Vast product assortmentMany IT systems
Many content sources
Many different roles and background
17,000 dealer locations
Demographics
Many time zones
OEM customers
© SKF Group
“Enable reliable business decisions through tailored, secure and attractive search experiences for customers and SKF”
Mission of Enterprise Search programme 2020
Support business
processes
Tailored, appreciated experience
Relevant, trusted info searchable
Drive proactive dialogue with stakeholders
#Queries#CRs from business#Service subscribers
Find scoreUser Value Index#URGsSupport response time
THINK……Find not search
…Programme not Project
© SKF Group October 30, 2007 © SKF Group Slide 7
Enterprise Search@SKF: Programme Overview
S2S S2U
Indexed Content & Linguistics
Personal content
Sear
ch A
naly
tics
Global content
Cons
ume
Cont
ribu
te
S2C
Proc
ess
Findit MediaRepository
Toolbar
Internal
E-business/ E-commerce SKF.com
ExternalMobile
External
App
External content
Service 2 Systems Service 2 Users
Service 2 Contributors
Intranet Media App
Internal
CRM
Core capabilities:’Process a lot of data, quickly and with quality’
Internal
Team content
Q4 2006: 80k queriesQ3 2015: 3.6M queries (excl e-business)
• 16 search-driven solutions• Mainly external usage• Internally ~40% came from Find it! search application
© SKF Group
Index
VSM data
Target group 2
Target group 3
Target group 1
© SKF Group
Search comes in many flavours and gives value to many customers and colleagues
Sitesearch on SKF.com
VSM QR support
600.000 monthly queries46% prefer search over navigate
Dimension search on SKF.com
>70.000 monthly users
Media Finder
>125.000 monthly queries
Find it! Enterprise search engine
>11.000 monthly usersSearch top prio for users
>12.000 queries in Q4 2014
© SKF Group