Telenet,
a social
care
story
26/09/2013
Steven Degelaen - @sdegelaen
Online Conversation Manager 1
 Telenet in a nutshell
 Social @ Telenet
 Telenet on social media
 Social care
 Tools
 Q&A
The next 30 minutes...
9/...
 4P cable operator in Flanders and
Brussels
 2.1M+ customers
 2200+ employees
 58% owned by Liberty Global
Telenet in ...
 Internal guidelines
• Everything is accessible, be responsible
 De Gele Draad
• Internal collaboration
 Reporting
• Da...
 Geeky start of ^CH in 2007
• Listen before you start talking
 Main channels
• Twitter (28K+ followers)
• Facebook (70K+...
 Specific content accounts (Telenet
Entertaint, Sporting Telenet)
 Conversation platform Snap!
Telenet on social media
9...
 Cross-functional, non-silo approach
 Internal network is crucial
• Know & involve everyone
 Content calendar
• Plan wh...
 Social care team
• Dedicated vs blended
• Extended operating hours
 Align with contact center & customer
 A social med...
 Evolution from free to professional
tools
 Reporting and engagement
 Workflow management
 To measure is to forecast
T...
 Why Engagor @ Telenet?
• 1 tool for many purposes
 Blend all platforms and accounts into 1 tool
 Compare all metrics
...
 Why Engagor @ Telenet?
• Flexibility (filters, dashboards, ...)
Tools
9/26/2013 11
 Why Engagor @ Telenet?
• Benchmark with competitors
• Local presence & support
• Easy rollout within contact center
Tool...
 To develop further
• KPI’s
• Teams/workflows
• Integration in/link to other CRM systems
for full overview
Tools
9/26/201...
Thank you!
Questions?
9/26/2013 14
Steven Degelaen - @sdegelaen
Online Conversation Manager
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Engagor Day II - Steven Degelaen - Telenet, a Social Care Story

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Engagor Day II - Steven Degelaen - Telenet, a Social Care Story

  1. 1. Telenet, a social care story 26/09/2013 Steven Degelaen - @sdegelaen Online Conversation Manager 1
  2. 2.  Telenet in a nutshell  Social @ Telenet  Telenet on social media  Social care  Tools  Q&A The next 30 minutes... 9/26/2013 2
  3. 3.  4P cable operator in Flanders and Brussels  2.1M+ customers  2200+ employees  58% owned by Liberty Global Telenet in a nutshell 9/26/2013 3
  4. 4.  Internal guidelines • Everything is accessible, be responsible  De Gele Draad • Internal collaboration  Reporting • Daily, weekly, monthly, yearly • Know your audience Social @ Telenet 9/26/2013 4
  5. 5.  Geeky start of ^CH in 2007 • Listen before you start talking  Main channels • Twitter (28K+ followers) • Facebook (70K+ fans) • Forums Telenet on social media 9/26/2013 5 0 10000 20000 30000 40000 50000 60000 70000 80000 Followers Fans
  6. 6.  Specific content accounts (Telenet Entertaint, Sporting Telenet)  Conversation platform Snap! Telenet on social media 9/26/2013 6
  7. 7.  Cross-functional, non-silo approach  Internal network is crucial • Know & involve everyone  Content calendar • Plan what you can, be ready for the rest  Co-creation & continuous improvement loop Social care 9/26/2013 7
  8. 8.  Social care team • Dedicated vs blended • Extended operating hours  Align with contact center & customer  A social media crisis is not a 9-to-5 event, it happens at 9 to 5 (on a Friday) • Hire socials, not writers • Empower the team  Train your colleagues, send reports Social care 9/26/2013 8
  9. 9.  Evolution from free to professional tools  Reporting and engagement  Workflow management  To measure is to forecast Tools 9/26/2013 9
  10. 10.  Why Engagor @ Telenet? • 1 tool for many purposes  Blend all platforms and accounts into 1 tool  Compare all metrics  Determine campaign outcome  Engage Tools 9/26/2013 10
  11. 11.  Why Engagor @ Telenet? • Flexibility (filters, dashboards, ...) Tools 9/26/2013 11
  12. 12.  Why Engagor @ Telenet? • Benchmark with competitors • Local presence & support • Easy rollout within contact center Tools 9/26/2013 12
  13. 13.  To develop further • KPI’s • Teams/workflows • Integration in/link to other CRM systems for full overview Tools 9/26/2013 13
  14. 14. Thank you! Questions? 9/26/2013 14 Steven Degelaen - @sdegelaen Online Conversation Manager

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