roi social media success examples #csmsf 2012

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

ROI Success Stories#CSMSF June 2012

Michael Procopio

Social Media Strategist

HP Information Management & Analytics

Twitter: @MichaelProcopio email: mjp@mprocopio.com

2

Return

=

Revenue

or

Cost

3

Investment

=

Money spent

or

Resources used (converted to money)

3

4

Return on Investment

=

Return – Investment (cost)

-----------------------------------

Investment

4

5

Example marketing: Lead Generation

$2000 return - $75 investment

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$75 investment

= 2567% ROI

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Example (Support): Call deflection

• Support call costs = $15-40 [1]

• More than 20 million customers found solutions from 600,000+ posts on an HP Community [2]

• HP saved $2M from call deflection [3]

Sources[1] Stone Cobra; [2] Lithium; [3] Frost & Sullivan

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R&D: Using community for beta test

Before – with email

50 beta users supported by 5 engineers

After with branded community forums

200 beta users supported by 5 engineers

4x greater efficiency

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Social Intelligence problem

Situation

ENHANCE WARRANTY & CLAIMS MANAGEMENT WITH SOCIAL INTELLIGENCEPRIMARY EUROPEAN AUTOMOTIVE MANUFACTURER

The warranty & claims, quality management and product development departments gathered information related to quality issues and product defects through the warranty process. • Time delay in getting data

Disclaimer – HP project

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Social Intelligence SolutionSolution Results

Ease of use front end, like “Google” search.

Enable users to do intuitive root cause analysis, identifying cause connections between warranty cases and Social Media discussions

Identifying potential defects and quality issues earlier through Social Media information

What took days, now takes hours

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Thank you

Please contact me if you have questions

Michael Procopio Social Media StrategistTwitter: @MichaelProcopio email: mjp@mprocopio.com