SOCIAL CRM

& SOCIAL INTELLIGENCE

September 2014

1

A Global Group

2

Holding & Group Services

Social Intelligence & Social

CRM Product & Services

25 people working in Milan, Rome, Florence, NYC

1,2 Million Euro Revenues

User Interfaces & Service

and Interaction Design

Our Services

Social Intelligence Services supporting

business decisions and actions on Social CRM and

customer management processes.

No limits on thematic areas and geographical locations.

---Creativity and Innovation ---

Refocus Customer Service Processes for an excellent

customer experience.

Organisational and Technological CRM solutions through

“actionable” data and use of social channels to manage

customers and engage relations.

Web & Social Monitoring

Engagement & SocialCRM

User Centered Design practices based on user experience and usability

patterns.

Ergonomics and service oriented interface design; human and organizational

factors, service and process design.

Service & Interaction Design

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Social CRM Processes

Listening is the the baseline process in our integrated approach.

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Global Social & Web Coverage--- Web & Social Media Listening---

Coverage Data

Twitter firehose

Facebook

Linkedin

Blogs & News Sites

Pinterest

Foursquare

Youtube

Vimeo

Daily Motion

Tumhlr

Forums Firehose

TripAdvisor

Amazon

Booking.com

Hotels.com

Web data from 2009.

Real Time Monitoring

2009

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Our mission is to deliver a suite of excellent services supporting business decisions on

Social CRM

Social Intelligence

Customer

Insight

Brand

ReputationCompetitor

Analysis

Crisis

MgmntCustomer

Profiling

Media

Mapping

Historical Analysis of customer

opinions on web and

social network

Online reputation,

sentiment and words of mouth.

Employer branding

Compared Listening on

offerings, products,

prices, innovation, work

conditions, service

processes

Real time alerting on particular events.

Volumes, traffic,

timeframe, influencer

voices

New models for social customer

profiling and definition of specific customer segments

integrated with CRM legacy

solutions

Influencer mapping, media monitoring.

Social Intelligence Services

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Business Cases

•Pre - post campaign

•Brand Positioning

•Product/Service satisfaction index.

•Value/Price analysis

•New Product development stream

•Employer Branding

•Social Recruiting

•Lead Generation

•SWOT Analysis

•Early warning – crisis management

•CSI Web Based Monitoring

Social Intelligence services can support Marketing, CRM, Sales, HR, External

Communication Processes.

Engagement Services

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Case

Scoring

Case

RoutingCustomer

Interaction

CampaignManagement

Scoring, ranking and classification of customer

service cases in properties, insitutional pages and external sources.

Workflow Management

and direction of inbound cases

to social operators or

crowdsourced armies

according to CRM strategies and processes.

Publication of answers in public and

private areas according to

CRM strategies and privacy

standard rules.

Management of specific

campaigns for target

customers according to scoring and

ranking results and customer

interaction analysis

Social Customer Service

Reporting

Report on team productivity,

process time and cost, managed cases, social

customer satisfaction, volumes and workloads.

Cross

channel

Measurement

Measurement of cross channel

results.CSI, NPS,

productivity metrics, process

performances of social channels, email channels, phone channels.

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Business Cases

•Social Customer Service Management

•Integration of social customer services activities with social sales and social

marketing activities

•Crowdsourcing and Un-paid armies involvement

•Lead and Prospect Management through specific actions

•One-to-one marketing actions

•CRM cross-channel strategy definition

•CRM Performance Management

•Gamification

•Talent Management

Engagement services can support Marketing, CRM, Sales, HR, External Communication

Processes.

Interaction Design Services

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UX

Design

Service

DesignInterface

Design

Workplace

Design

Analysis of usability and ergonomic aspects of

software and hardware tools.

Usability analysis of CRM tools, intranet and public web

sites.

User-centered service design

based on sustainability and business performance evaluation.

Service innovation and

redesign.

Design of software and

hardware interfaces, mobile and responsive

interfaces through inclusive

and accesibile design principles focused on user

experience.

Integrated design of man-

machine interaction

workplaces. Positions, ergonomic aspects, CSCW

communities and

environments.

User Centered Design

Information Architecture

Information flows analysis and redefinition,

taxonomies, tagging rules and editorial

process architecture.

Training and

Learning

Practice

Development of training and

learning programs with a blended

approach: virtual classroom, role

playing labs, traditional lessons,

managerial seminars and

workshop.

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Business Cases

•Web site, Intranet and Knowledge Management Tools redesign

•CRM tools redesign

•Conversion rate improvement

•Productivity Improvement

•Graphical Interface redesign

•Brand joint restyling of software tools

•New Process and Service design

•UX analysis and design

Interaction Design services can support Marketing, CRM, Sales, HR, IT, External

Communication Processes.

Social Intelligence Samples

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Prod A

Prod B

Prod C

Prod D

Prod E

Prod X

Prod Y

Prod Z

Prod W

Prod K

Engagement Samples

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Interaction Design Samples

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