2. Introductions
Telligent Overview
• Company Profile
• Collaboration and Community
Agenda
March 24, 2010 Page 2Telligent Confidential
Telligent Product Portfolio
• Telligent Evolution Platform
• Platform Capabilities
• Analytics Capabilities
Customer Success Stories
Questions & Next Steps
3. Telligent Overview
Telligent is an enterprise collaboration and community software company
providing a fully-integrated platform with rich analytics and essential
integration capabilities to companies worldwide.
Platform
• Telligent Evolution
Flagship Products
Core Values
1. Customers come first. Period.
Key Statistics
• Founded in 2004
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Flagship Products
• Telligent Community
• Telligent Enterprise
• Telligent Analytics
Leadership
Patrick Brandt, CEO
pbrandt@telligent.com
Rob Howard
Founder and CTO
rhoward@telligent.com
2. Honesty. Always.
3. Accountability for all we say and do.
Corporate Office
Dallas, TX USA
17950 Preston Road, Suite 310
(877) 492-9484
Europe Office
271 Regent Street
London, England, W1B 2ES
+44 (0)203 178 3010
• History of innovation
• Secured Intel as an investor
in 2008
• Privately-held
4. A History of Innovation
MySpace.com
becomes a customer
Intel Capital
commits $20mTelligent is founded
Telligent User
Conference
Named Platform of
the year by
InfoWorld
Tim O’Reilly
coins Web 2.0
Release of Telligent
Analytics 3.0
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2004 2005 2006 2007 2008 2009
Community Server
1.0 launches
Andrew McAfee
coins Enterprise 2.0
50th employee
Harvest 1.0
launches
Evolution 1.0
launches
Release of Telligent
Enterprise 2.0 and
Telligent Community 5.0
2010
5. Listen, Engage, Measure
Telligent helps customers transform information into knowledge by
connecting the various information silos that exist within organizations.
Telligent customer portfolio includes over 3,000
customers
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Listen
Listen to customers,
employees, &
partners…
Measure
Set KPIs and measure
against clear goals
Engage
Collaborate internally
& externally
6. Enterprise IT
Market Forces Are Converging
Social computing is driving
organizations to re-think
how they deliver
Enterprise IT services,
while traditional
technologies – how we
think of communication
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Social
Computing
Traditional
Analytics
Enterprise 2.0
think of communication
today – is changing rapidly.
7. Connect People and Information
Systems View of Information
Content
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The business value of Enterprise 2.0 is a
transformation of information silos into
integrated information services.
Purpose
9. Unlocks the Untapped Potential
Typical workgroup
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Potentially valuable insights
Breadth of Community
BreadthofInsight
Insights from
known individuals
10. An essential collaboration
platform that allows
organizations to create
interactive applications to
help them listen to and
engage their internal and
The Telligent Platform
Platform Vendors (3rd Parties)
Value Added Resellers (3rd Parties)
System Integrators / Telligent Partners
Application
Exchange
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engage their internal and
external customers.
The underlying
infrastructure provides
world-class integration,
scalability, and security
that millions of people
depend on daily.
Enterprise Integration
11. Product Portfolio
An external-facing community application that enables organizations to listen
to, learn from and improve conversations with customers.
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An internal collaboration software application that promotes a productive and
efficient corporate culture.
The first comprehensive analytics program that allows organizations to
quantify user engagement both inside and outside of their communities.
12. HTML /
Embedding
JavaScript /
Embedding
Java, PHP, .NET Microsoft .NET
Robust APIs and Extensions for connecting and extending the platform within
the enterprise and to existing IT investments.
Extend, Build, and Create
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Embedding Embedding
Implementation REST
APIs
Type Widget <iframe /> Open Internal
<object >…
</embed></object>
Level of Effort Low Low Medium High
Purpose Simple Embed Extend Integrate
13. Full Creative Control
MSNBC National Breast Cancer Foundation
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Reader’s Digest Brand Republic
14. World Class Platform and Applications
Forums, Blogs, Wikis, and More Rich and Extensible User Profiles
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Activity Streams Social Tools
Badges
Recognition
And more…
15. Integration Capabilities
Single Sign-on Internationalization
Active Directory, Sun LDAP, custom, etc.
Language independent and right-to-left supportAPIs support any authentication system
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Widgets, APIs, and more Enterprise Integration Examples
Widgets
Drag-and-Drop + Embed
Easily drag-drop or embed widgets Built to integrate with your environment
17. Monitor Key Discussions
By Source Volatile Topics
Details by various sources What you didn’t know was important
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What Are the Active Topics?
Are they good or bad discussions?
Measure Sentiment
• Are these positive or negative
mentions?
Not Just Internally…
18. Individual Topic Tracking Topic Sources
Track an unlimited number of topics Drill down into topic mentions
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Sentiment on Topic Mentions
Good or bad perception?
19. User-Generated Content
By Application What Is Popular?
Details by application usage Where are people spending their time?
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Create vs. Edit Application Breakdown
• See how people are contributing through
different tools
What Content Is Important?
• Where are moderators spending time
• What content is accessed most frequently
Easier to edit than to create…
20. Track, Measure, and Manage
Track Answer Rates Who Are My Top Answerers?
What is the experience for a new user? Who are the users that are helping?
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Track Reply Rates How Is Content Being Used?
• Answers and replies are different, but both are
useful
Track Time-to-Solution
• Entire site & group level
• Measure both best and worst, so you know
where to spend your time
21. Know Your Influencers
Dashboards What Type of Community…
Social Fingerprint™ provides prescriptive viewIdentity trends over time
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Influencers and More… 8 Different User Type Categories
• Influencer, Asker, Answerer, Connector,
Originator, Commenter, Spectator, Moderator
You Can Know Your Influencers
• Find users, drill into reports
• Break down users by role or by group
Gladwell states, "Ideas and products and
messages and behaviors spread like viruses do."
22. Engagement, Not Just Page Views
Web Analytics Dashboards Traditional Page Views
The language of ROI todayWhat the business expects to see (Page Views)
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Visitor Analysis
Detailed insight, true engagement
Drill Down into the Data
Explore and answer the “why”
23. Customer Relationship Management
View User Engagements Through Web Analytics *
Explore web analytics to understand where customers spend their time
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* End user analytical data can be anonymized for privacy purposes
Customer? Prospect? Expert?
Explore and answer the “why”
Drill Into Web Sessions
Explore and answer the “why”
25. “… we have created a vibrant user community and a powerful
sense of partnership between Cadence and its customers.“
Peter Simonsen
Group Director of Enterprise Web Strategy, Cadence Design Systems
Drive Sales
Listen
Develop a community site
that encourages content
development and
integrates with existing
business practices.
Engage
An easy-to-use, scalable
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20,000+ new members
in three months
7,000 visits & 30,000 page views
per day
Community contributes 18%
of overall site traffic
100% increase
in forum posting activity
20% increase
in average visit length
An easy-to-use, scalable
site that integrates with
Microsoft applications for
full community
functionality.
Measure
A dramatic increase in user
activity demonstrated
through increased
customer engagement.
26. Connect Influencers
Listen
Provide an integrated
community experience for
Microsoft ASP.NET
developers.
Engage
Product team, Microsoft
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Product team, Microsoft
MVPs, users, authors, and
more all come together to
share experiences.
Measure
Who is influential? Who
can help the ASP.NET
team get the message out
about their technology?
27. “We already have some departments utilizing PeopleConnect
as the sole means of distributing content to employees.”
Joe Schueller
IT Innovation Manager, Procter & Gamble
Connect Employees & Increase Productivity
Listen
Improve collaboration and
productivity across the
enterprise by connecting
employees and integrating
applications.
Engage
Telligent Enterprise
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Telligent Enterprise
connects employees
around the globe and
integrates with standard
business applications.
Measure
Success of initial
deployment drives
company-wide launch.
1,500+ new members
per month
Virally increased to 34,000
through implementation
Facilitates collaboration
within all of P&G
28. “I know what’s going on in the my community now. Telligent
Analytics allows us to measure the overall sentiment and
tailor messages to the community, while connecting 1-on-1
with those members who may be hurting.”
Kevin Williams, Director of Marketing, NBCF
Understand Sentiment & Tailor Messages
Listen
Provide a safe & secure
location where women
can share experiences and
successes.
Engage
Private communities that
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Private communities that
enable social groups to be
formed.
Measure
Monitor the community
for problems and respond
vs. waiting for the
problem to escalate.
29. Enhance Digital Marketing
Listen
Increase awareness and
interaction with the brand
and product online.
Engage
Create a community site
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234,000+
unique user profiles
275,000
user discussions
720 authentic
user stories
30% of all traffic
was community led
Create a community site
to foster interaction
between customers and
the company and
encourage content
development.
Measure
A significant increase in
user-generated content
and site traffic.
30. Customers Helping Customers
Listen
Provide a global
community solution that
allows Dell to monitor its
brand and users across
the board.
Engage
Numerous community
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The Challenge
1. Original approach was tool centric
2. No metrics or measurements
3. Desired a platform
Benefits Today
1. Consolidated customer community
2. One platform
3. Measure, analyze, and predict
4. Part of the sales process
Numerous community
sites that support multiple
languages and provide rich
analytics on user influence
and brand sentiment.
Measure
Utilize the data gleaned
from the community to
improve customer
experience and quell
potentially harmful issues.
31. 99% of Support Questions Answered by
Community Members
Listen
Provide a community for
users to socially engage
and new users to easily
integrate themselves.
Engage
A robust community
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Results
1. Goozex has seen a 50% reduction in customer service
requests.
2. 99% of support questions are answered by members.
3. Community members were able to create services
that were not part of the original business plans but
still fit their needs.
A robust community
application that could be
easily integrated within its
existing application.
Measure
Improve customer support
through a better
understanding of
customer needs and
wants.
32. Gain Insight Instantly
Listen
Improve customer
interactions between each
other, game assets, and
developers.
Engage
Create an easily usable
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• 500,000 unique users served
• 2.5 million pieces of content
• More than 100,000 visitors to “No Known
Survivors” – a mini-site within
deadspace.ea.com
Create an easily usable
community in which
administrators can post
various types of content to
bolster user engagement.
Measure
Instant customer feedback
was used in product
development to cater
towards customers needs
and wants.
33. Support Brand Standards
Listen
Implement a standardized
social network platform
for various sites across all
interactive elements.
Engage
Focus on corporate
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• Has seen a three-fold increase in monthly
traffic to the community area of the site.
• Was awarded the PPA Best Business Web
Site Award in 2008.
Focus on corporate
standards and extension of
global interactive media
activities through
increased brand
engagement.
Measure
Maintain a unified
platform across the
company’s network of
sites.
34. Add Membership Value
Listen
Promote a centralized
online gathering place for
members all over the
country.
Engage
Develop a community
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• Community participation has nearly
doubled since implementation.
• Community now has the ability to expand
beyond simple threaded discussions and
easily manage the back end.
Develop a community
platform to allow for the
expansion of member
services and encourage
member collaboration.
Measure
Community participation
has reached all time highs
as well as received
positive feedback from a
large number of members.
35. Increase Effectiveness of Online Marketing
Listen
Drive magazine
subscription sales by
integrating print and
online formats.
Engage
A community platform
“Telligent Community serves our community well. The passion,
the relationship building, and the sense of belonging in the
Taste of Home community have really come to life with the new
tools and flexible platform of Telligent Community.”
Renee Jordan
General Manager, TasteOfHome.com
March 24, 2010 Page 35Telligent Confidential
A community platform
that drives traffic site and
advertising revenue by
allowing user interface
and relationship building.
Measure
Realized a significant spike
in site traffic and brand
buzz as well as an increase
in offline sales.
Increased traffic 166% to 2 million
monthly unique visitors
150,000 forums entries posted
in the first two months
22% increase in online search
in the first two months
36. Build Excitement and Buzz
Listen
Build anticipation in the
online gaming community
for the new product
release.
Engage
A community site that
“Working with Telligent has allowed us to create an easy-to-
use EA SPORTS Fight Night Round 4 Website that actively
engages our sports gaming community. Within just a few
weeks, we have already seen significant engagement.”
Matt Tripepi
Online Marketing Manager, EA Sports
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A community site that
connects developers and
gamers in real time,
including a high-powered
blog to easily share and
distribute content.
Measure
Greatly increased viral
“buzz” for the game
launch with an
impressively high number
of visitors.
37. Scalable Support Solution
Listen
Provide a cost-friendly,
easily manageable
confusion-free customer
support experience.
Engage
Create a single, integrated
“Telligent helped us build more than just a community. They
helped us build an entire business, including platform and
strategy.”
Sue Sonday
Community Strategist, Microsoft
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Create a single, integrated
site for all of their
customers’ community,
content, and support
needs.
Measure
Lowered support costs,
while increasing page site
traffic by over 350%.
38. Self-Supporting Online Community
Listen
Provide better customer
support at every stage of a
complex sales cycle.
Engage
Connect engineers to one
“We wanted to blow up the definition of ‘colleague.’
Traditionally, the definition of ‘colleague’ extends only as far
as your personal network.”
Devashish Saxena
Former Director of Global Internet Marketing, Texas Instruments
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Connect engineers to one
another to gain design
support, share industry
knowledge, and resolve
complicated issues.
Measure
Engagement and content
of this site has continued
to grow while moderation
remained flat.
39. Why Telligent?
Help Address Key Business Challenges
• Accelerate innovation
History of
Market
Innovation
Platform
Strategy
Clear Vision
Surpassing
Customer Needs+
+
=Customer Focus ++
March 24, 2010 Page 39Telligent Confidential
• Increase customer engagement
• Improve support
• Discover information and people
• Collaboration over global time zones
• Identify influencers
• Report on ROI metrics
We want to be your partner, not merely your vendor
40. Brands That Trust Telligent
March 24, 2010 Page 40Telligent Confidential
Telligent customer portfolio includes over 3,000 customers
