MTS Social CRM Social Media Case Study

’s Case Study for Social CRM Client -www.odigma.com Private and Confidential

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 brandwww.odigma.com Private and Confidential 2

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 sentimentwww.odigma.com Private and Confidential 3

Resultswww.odigma.com Private and Confidential 4

Efforts Praised by MTS Customerswww.odigma.com Private and Confidential 5

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 communitywww.odigma.com Private and Confidential 6

Thank Youwww.odigma.com Private and Confidential 7

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MTS Social CRM Social Media Case Study

by SocialSamosa.com on Jun 25, 2012

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