mts social crm social media case study
Post on 04-Nov-2014
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Private and Confidentialwww.odigma.com
Case Study for Social CRM
’s
Client -
Private and Confidentialwww.odigma.com
Challenges† To counter the prevailing negative
sentiment on the web† Listen and monitor online conversations† Engage users who are not happy with
the service and offer solutions† Predict and manage situation with
potential of full blown crisis for the brand
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Private and Confidentialwww.odigma.com
Solution Devised for MTS† Put a multi-stakeholder SCRM process in place
engaging online communities, customer care executives, management and online properties of the brand
† Used state-of-the-art social media monitoring tool to track online conversations
† Created user maps of communities engaging in conversations related to the brand
† Aggressively engage unhappy customers by offering them speedy solutions
† Tracking online brand sentiment with speedy response for any spike in negative sentiment
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Private and Confidentialwww.odigma.com
Results
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Private and Confidentialwww.odigma.com
Efforts Praised by MTS Customers
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Private and Confidentialwww.odigma.com
Benefits of SCRM
† Create positive word of mouth
† More Sales: If you are engaged with people and are having conversations with them one to one, positive recommendations can lead to a sale
† Lead Generation: People are looking online for information, services, product information, and recommendations, tapping these people can generate leads
† Complaint Management: We identify and track the issues with your brand
† Promotions: SCRM helps in promoting new products and services as you already have a vibrant and active community
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Private and Confidentialwww.odigma.com
Thank You
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