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How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times
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How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our Social Times

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How to Create and Manager Customer Communities. …

How to Create and Manager Customer Communities.
A talk by Eric Dos Santos and Francois-Charles Fachon at Social CRM 2013 in Brussels, hosted by Our Social Times

Published in: Business, Technology
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  • 1. www.dimelo.com   Copyright  DIMELO  SA   1  
  • 2. Foreword   www.dimelo.com   Copyright  DIMELO  SA   2  
  • 3. Facebook,  Twi-er,  blogs  and  forums,  smartphones  and  tablets  are  the   consumers  new  mee#ng  places  and  they  created  new  communica;on   standards  .   forums   blogs   Dimelo  enables  companies  to  deploy,     manage  and  monitor  customer     relaDons  across  the  Web  and  social     media.   www.dimelo.com   Copyright  DIMELO  SA   3  
  • 4. Some  Social  defini4ons   !   Social  Marke4ng  (Marke4ng  Unit)  :   •  E-­‐reputaDon   •  Company  publishes  messages  on  the  Social  networks   •  The  comments  on  the  company’s  publicaDon  can  be  answered   !   Community  Marke4ng  (Marke4ng  Unit)  :   •  Forum  setup  allowing  the  Community  to  help  one  another  on  subjects  not   requiring  an  access  to  the  company’s  IS  (CRM…)   !   Social  Customer  Rela4on  /  Social  CRM  (Customer  Rela4on  Unit  &   Marke4ng  Unit)  :   •  Social  networks  are  integrated  to  the  Customer  RelaDon  process  (Facebook,  TwiPer,   Youtube,  Forum,  Blog…)       •  Public  and  private  Customer  RelaDon,  Experts’  answers,  Community  markeDng   •  Integrated  withing  the  company’s  IS  (CRM,  Database…)   www.dimelo.com   Copyright  DIMELO  SA   4  
  • 5. Going  Social,  for  which  products  and  services  ?     Pre  Sales   AXer  Sales   Products  or  services  that  are  :   Products  or  services  needing  :     !   technical,  complex   !   engaging   !   expensive   !   a  setup   Telecom,  banking,  specialised  retail,   transport,  energy,  insurance   www.dimelo.com   !   a  follow  up   !   a  configuraDon   Telecom,  banking,  specialised  retail,   transport   Copyright  DIMELO  SA   5  
  • 6. IntroducDon  to  the  Dimelo  SoXware  Suite   www.dimelo.com   Copyright  DIMELO  SA   6  
  • 7. Customer Service Management on the Web & Social Media European Leader !   Created  in  July  2006   !   SaaS  SoXware  Suite  distributor   !   Over  100  blue-­‐chip  customers  in  Europe  (Canal+,  Orange,  Bouygues   Telecom,  Belgacom,  Méditel,  BNP  Paribas,  Barclays,  Crédit  Agricole,   Peugeot,  Auchan,  SNCF,  Total,  …)   !  2013:  42  collaborators    |    R&D  accounts  for  30%  of  the  staff   !  Dimelo  Consul4ng  helps  its  customers  manage  their  communiDes   and  opDmize  their  Social  CRM  operaDons   www.dimelo.com   Copyright  DIMELO  SA   Telecom 7  
  • 8. Establish  the  brand  influence  on  Social  Media   Hubs   Pre-­‐sales   A@er-­‐sales   Shopping  cart  conversion/  Lead  generaDon   Reduce  Customer  Service  Costs   Improve  Customer  SaDsfacDon   www.dimelo.com   Copyright  DIMELO  SA   8  
  • 9. Dimelo Software Suite architecture DIMELO in the Business Environment DIMELO Front Office Social Media Hot spots Social Media Majors Dedicated Interface Forums   Web   Blogs   Connectors - API Users & Interactions database ICE Social Media Contact Center Connectors - API Information System Customer Service CRM www.dimelo.com   Copyright  DIMELO  SA   Telecom 9  
  • 10. Presentation of Dimelo CCP modules Customer Community Platform   Web   www.dimelo.com   Copyright  DIMELO  SA   10  
  • 11. Presentation of CCP Web module   Web   Web   Site  corporate   Site  Ecommerce   Site  catalogue   The  Customer  Community  Plahorm  Web  module  allows  the   company  to  deal  in  a  flexible  manner  with  all  the  interacDons   (public  and  private)  coming  from  the  users.   This  front  office  is  integrated  within  the  company  website   following  the  different  use  case  :     www.dimelo.com   !   FAQ     !   Experts’  answers   !   Co-­‐development   Copyright  DIMELO  SA   11  
  • 12. Presentation of CCP Facebook module   The  Customer  Community  Plahorm  Facebook  module  allows  the   company  to  deal  in  a  flexible  manner  with  all  the  interacDons   (public  and  private)  coming  from  the  users.   Onglet  Facebook     This  front  office  is  integrated  within  the  Company  Facebook   Fanpage  following  the  different                                                                                                                     use  case  :     Web   !   FAQ     !   Experts’  answers   !   Co-­‐development   www.dimelo.com   Copyright  DIMELO  SA   12  
  • 13. Presentation of CCP Mobile module   Web   ApplicaDon   Mobile   The  Customer  Community  Plahorm  Mobile  module  allows  the   company  to  deal  in  a  flexible  manner  with  all  the  interacDons   (public  and  private)  coming  from  the  users.   This  front  office  is  integrated  within  the  company  Mobile  website   or  the  Mobile  app  following  the  different  use  case  :     !   FAQ     !   Experts’  answers   !   Co-­‐development   www.dimelo.com   Copyright  DIMELO  SA   13  
  • 14. Presentation of Dimelo SMCC module DIMELO SMCC SOCIAL MEDIA CONTACT CENTER www.dimelo.com   An  interacDon  management  applicaDon  capable  of  handling   interacDons  across  mulDple  channels.  SMCC  is  built  from  the   ground  up  for  enterprise  use  and  is  fully  configurable.     Copyright  DIMELO  SA   14  
  • 15. Dimelo  ConsulDng   www.dimelo.com   Copyright  DIMELO  SA   15  
  • 16. Dimelo Consulting – Social CRM Expertise Social  CRM  Planning   Define  business  objecDves  and  KPIs,  implement  analyDcs   Change  Management  and  Training   Assist  and  train  teams  in  mulD-­‐channel  and  reacDve  customer   service   Content  &  Community  Management   Content  producDon  and  community  management  strategy   Quality  Audi4ng   Customer  saDsfacDon  and  Quality  of  Service  measurement   Crisis  Management   Create  social  media  mechanisms  (proacDve  and  reacDve)   www.dimelo.com   Copyright  DIMELO  SA   16  
  • 17. Traffic  &  ROI   www.dimelo.com   Copyright  DIMELO  SA   17  
  • 18. Social  traffic  distribu4on  (on  average)   Telecom   Transport   Retail   www.dimelo.com   Copyright  DIMELO  SA   18  
  • 19. Performance  of  the  Dimelo  pla[orm  :   Pre  Sale   Number  of   Unique   Visitor   Nombre   coming   de  V.U.   from   issu  de   Google   Google   Qualified   Trafic   traffic   Number  of   Nombre   Unique   de  V.U.   Visitor  lead   escaladant   to  a   vers  une   commercial     step   étape   Commercial   traffic   Number  and     Nombre  et    of   value  creaDon   baskets  and  new   valorisaDon  de   customers   paniers  et   nouveaux  clients   X  %   qualifié   www.dimelo.com   Copyright  DIMELO  SA   19  
  • 20. Performance  of  the  Dimelo  pla[orm  :   Pre  Sale   Dimelo  !   www.dimelo.com   Copyright  DIMELO  SA   20  
  • 21. Performance  of  the  Dimelo  pla[orm  :   A]er  Sale,  Contact  Avoidance  Rate   Number  of   viewed  pages     on  the   website   Social   Customer   Service   www.dimelo.com   Number   of  viewed   pages   with   quesDons       having  an   answer   Copyright  DIMELO  SA   Answers   cerDfied   by  the   brand   Answers   meeDng  the   user’s   expectaDons     Y  %   21  
  • 22. Commercial  References   www.dimelo.com   Copyright  DIMELO  SA   22  
  • 23. Dimelo’s  main  customers’  references   Bank  &  Insurance   Telecom   ! ! ! ! ! ! !   Orange     Méditel     Bouygues  Telecom     B&YOU     Belgacom     Virgin  Mobile     NRJ  Mobile   Other  References   ! ! ! ! ! ! !   Canal+     SNCF     Hop!    La  Poste    Total     Peugeot     Renault   www.dimelo.com   ! ! ! ! ! ! ! ! ! !   BNP  Paribas     Crédit  Agricole     LCL     La  Banque  Postale     Barclays     Fortuneo     Malakoff  Médéric     Cofidis    AG2R  La  Mondiale    Groupama   E-­‐commerce   ! ! ! ! !  Auchan    Boulanger    Manutan    Bruneau    Redcats   Copyright  DIMELO  SA   Integrators   ! ! ! !         Capgemini   Prosodie   OBS   Business  &  Decision   Service  Providers   ! ! ! ! ! ! !               Bluelink   Arvato   Webhelp   Teleperformance   CCA   AcDcall   NeDno   23  
  • 24. ORANGE  France   Customer  Service   Available  on  Facebook,  Twi-er,  forums,  Orange     SOSH  module   hPp://www.facebook.com/Orange.France?sk=app_199092476780651   www.dimelo.com   Copyright  DIMELO  SA   24  
  • 25. B&YOU  de  Bouygues  Telecom   Marke4ng   Customer  Service   Available  on  the  Web  ,  Facebook  and  Twi-er   hPps://www.b-­‐and-­‐you.fr/   www.dimelo.com   hPps://assistance.b-­‐and-­‐you.fr/   Copyright  DIMELO  SA   hPp://www.facebook.com/BAndYou? sk=app_153619611378450   25  
  • 26. NRJ  MOBILE   Marke4ng   Customer  Service   Available  on  the  Web  ,  Facebook  and  Twi-er   hPp://assistance.nrjmobile.fr/categories/1064-­‐urgences-­‐depannages   www.dimelo.com   Copyright  DIMELO  SA   hPp://www.facebook.com/NRJMobile/ app_178219992310841   26  
  • 27. SNCF   Marke4ng   Customer  Service   Crisis  Management   Available  on  the  Web     hPp://debats.sncf.com/   www.dimelo.com   hPp://www.sncfapplilab.com/   Copyright  DIMELO  SA   hPp://quesDons.sncf.com/   27  
  • 28. MIEUX  VIVRE  de  Auchan   Marke4ng   Customer  Service   Available  on  the  Web  and    Facebook   hPp://www.facebook.com/ MieuxVivre.Auchan   hPp://mieux-­‐vivre.auchan.fr/   www.dimelo.com   Copyright  DIMELO  SA   28  
  • 29. PEUGEOT   Marke4ng   Available  on  the  Web  and    Facebook   hPp://le-­‐forum-­‐208.peugeot.com/   www.dimelo.com   hPp://www.facebook.com/Peugeot?sk=app_225847107470282   Copyright  DIMELO  SA   29  
  • 30. CANAL+   Canal+   Europe’s  #  1  subscrip4on  TV  service   Solu4on:  Social  customer  rela4onship     Dimelo  provides:   >  Web  based  Customer  Community  base  on  Dimelo’s  CCP   >  Facebook  connector   >  Twi-er  connector   www.dimelo.com   Copyright  DIMELO  SA   30  
  • 31. BARCLAYS   Marke4ng   Available  on  the  Web   hPp://www.cerclebarclayspremier.fr/pages/presentaDon/   www.dimelo.com   Copyright  DIMELO  SA   31  
  • 32. Dimelo  S.A.   32,  rue  de  Trévise  -­‐  75009  Paris   +33  1  77  37  27  57   www.dimelo.com   contact@dimelo.com   www.dimelo.com   Copyright  DIMELO  SA   32  

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