Download - Accelerating ROI on Social Media

Decisyon, Inc. © 2014 / All Rights Reserved

Accelerating ROI on Social Media

Alain Benzaken, CTO Americas

September 2014

1 Decisyon, Inc. © 2014 / All Rights Reserved


Less Than 50% of Companies Measure ROI of Social Media

2

Source: The State of Corporate Social Media 2014, Useful Social Media


Customer Service Gaining in Social Media Use in 2014

3

Source: The State of Corporate Social Media 2014, Useful Social Media


Social CRM Stages: Gartner 2013

Source: Gartner (October 2013)


Measuring ROI on Social

6

Marketing Executives Customer Service

• Engage With Customers• Build Earned (free) Media• Increase Campaign

Management Effectiveness• Enhance Brand and Protect

During Crisis

• Improved Efficiency and Costs

• Reduce Response and Handle Time

• Increase Customer Satisfaction and Retention


Sources of ROI on Social Media

7

Marketing Customer Service

Sales/CRM


ROI is Enhanced When Addressed Together

8

MarketingCustomer

Service

Sales/CRM

Integration of SystemsCollaboration of Teams

Process change


Cross-Department Collaboration Provides Acceleration of ROI


3 stages of Technology Platforms

1. Social Monitoring / Social Campaigns

2. Social Customer Service

3. Social Intelligence

– Social Data Warehouse

– Integrate and Match Social with CRM and Other Enterprise Data

Oracle HadoopTeradataMongo

Social Data Warehouse Operations Unstructured data

Salesforce

CRM

Social PlatformData Management


AlpitourWorld Gets Social Media Moving

AlpitourWorld is a $1B travel company in Europe with a wide network of firms.Employs 3,500 employees worldwide and serves 2.7 million customers.

Challenges/Requirements

• Flexible engagement platform where each fan and each brand can share, promote and recommend their positive experiences

• On-the-fly analytics on social networks• Quick deployment the whole group

strategy without compromising each brand’s identity

Results

• 50% improvement in online quote requests

• 30% improvement in agent productivity• 34% growth in fan base• Training time reduced from 40 hrs to 4

125% annual ROI over 3 years, 5 month payback


Largest telecommunication group in Italy, the 2nd largest in Brazil and one of the biggest in Europe. Offers infrastructure and technology platforms where voice and data can become advanced telecommunication services.


• Needed to engage with customers on social, and to build internal confidence on the use of social networks

• Needed a robust application that would support real-time customer engagement and measurement of its own KPIs

• Seamlessly integrate with the corporate CRM systems.

Results

• 5% increase in Social Sales: LeadGen,Upsell, Anti-churn

• 10% Improvement in agent productivity• 30% growth in fans• Training reduced from 5 days to .5 days

894% ROI over 3 years, 4 month payback

Tracking Telco’s Social Service into Sales


Intesa Sanpaolo is a banking group resulting from the 2007 merger between Banca Intesa and San Paolo IMI. The 2nd largest banking group in Italy, provides retail and commercial banking services.


• Analysis of the growing volume of social media data starting in 2012

• Control of social media conversations• Not lose any customer requests• Create a lean social caring process• Putting the customer at the center of

how they operate

Results

• 100% coverage of social conversations• + 100% inquiries year on year

• + 90% unique active fans to manage• - 23% in first response time to 31m• - 56% reduction in resolution time to

36m

138% ROI, 2 year payback

Intesa Sanpaolo Improves Customer Focus


Who is Decisyon?

• Gartner “Cool Vendor” in Social Analytics 2014

• Focus on Collaborative Decision Making

solutions that accelerate your business:

Financial Workflow, Social CRM, Branch

Performance, Risk Management, etc.

• Blue chip customers: 200 companies using

Decisyon technologies & applications

• Founded in 2005

• Offices in Stamford, CT | Latina (Rome) | Milan


For More Information

• www.decisyon.com

• www.facebook.com/Decisyon

• https://twitter.com/Decisyon

• www.linkedin.com/company/Decisyon-inc

[email protected]

http://www.decisyon.com/

http://www.facebook.com/decisyon

https://twitter.com/Decisyon

http://www.linkedin.com/company/Decisyon-inc

mailto:[email protected]

Download - Accelerating ROI on Social Media

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