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Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
Buzzient social crm for telecoms
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Buzzient social crm for telecoms

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Buzzient Social CRM for Telecoms, featuring integration with Oracle, Salesforce, Zendesk, NetSuite and other apps. Business drivers include social customer service, ARPU improvement, etc.

Buzzient Social CRM for Telecoms, featuring integration with Oracle, Salesforce, Zendesk, NetSuite and other apps. Business drivers include social customer service, ARPU improvement, etc.

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  • 1. We  Make  Customer  Engagement  Social     Timothy  B.  Jones,  CEO   tbj@buzzient.com   @tbjbuzzient  
  • 2. Social  Data  Creates  Problems     Enterprise  apps  are  blind  to  Social  Data       Enterprises  don’t  know  what  customers  are  saying,  to   them,  about  them,  or  to  1B+  prospec>ve  customers   Property  of  Buzzient,  Inc.   1  
  • 3. The  SoluDon:  Buzzient   Buzzient  makes  Social  Media  visible  and  opera.onal     to  exis>ng  customer  engagement  applica>ons   via  SaaS  subscrip>ons   Property  of  Buzzient,  Inc.   2  
  • 4. Buzzient  Social  Media  PlaHorm     Social Data Source Harvesting   Social Engagement Layer   Social Data in Enterprise Application ecosystem for Loyalty, Sales and Service Engagement Layer Harvesting Layer Property  of  Buzzient,  Inc.   Connect via Application APIs, Buzzient Connectors and Buzzient Open API 3  
  • 5. Buzzient  provides  the   ONLY  cloud  and  on-­‐ premises  embedded   engagement     for  Social  CRM   Property  of  Buzzient,  Inc.   4  
  • 6.  CompeDDve  Advantages   1.  Buzzient  is  the  only  social  app  that  integrates  social  data   with  SaaS,  hybrid,  and  on-­‐premises  applica>ons   2.  Buzzient  EnterpriseTM  can  run  in  the  public  cloud,  private   cloud,  or  installed  on-­‐premises   3.  Buzzient  has  developed  proprietary  data  crawlers  so  third   par>es  like  GNIP,  DatasiR  are  not  required;  however   aggregators  can  be  included  as  data  sources   4.  Buzzient  has  proprietary,  patented  technology  for  analyzing   social  media  sen>ment   5.  Buzzient  deploys  an  API  for  rapid  development  of   integra>ons  with  new  enterprise  applica>ons   Property  of  Buzzient,  Inc.   5  
  • 7. Buzzient  Benefits  to  Telecoms   •  •  •  •  •  •  Reduc>on  of  Customer  Churn   Lower  cost  than  Social  Command  Centers   CPGA  (Cost  Per  Growth  Addi>on)  Reduc>on   Subscriber  growth   ARPU  increase  through  targeted  upsells   OEM  vendor  management   Property  of  Buzzient,  Inc.   6  
  • 8. Buzzient  Benefits  to  Telecoms   •  Reduc>on  of  Customer   Churn   –  Social    now  a  required   service  channel   –  Ina[en>on  to  social   channel  in  service  =>   consumers  churn  off  to   compe.tors   Property  of  Buzzient,  Inc.   7  
  • 9. Buzzient  Benefits  to  Telecoms   •  Lower  cost  than  Social   Command  Centers   –   24/7  coverage  w/o   addi>onal  headcount     –  Automated   –  Scalable  as  subscriber   base  grows   Property  of  Buzzient,  Inc.   8  
  • 10. Buzzient  Benefits  to  Telecoms   •  CPGA  Reduc>on   –  Social  channels  are  low   cost  customer   acquisi>on  means   –  Same  Buzzient   applica>on  used  to   support  customers  can   be  leveraged  for   subscriber  recruitment   •  Engagement  with  non-­‐ subscribers  =>   recruitment   Property  of  Buzzient,  Inc.   9  
  • 11. Buzzient  Benefits  to  Telecoms   •  Subscriber  Growth   –  Given  the  MOU  on  social   channels,  a  prime   environment  for   subscriber  recruitment   •  Embedded  Buzzient   Publisher  for  outbound   campaign  messaging   •  Social-­‐to-­‐email   Integra>on  with   marke>ng  automa>on   apps  for  more   sophis>cated  campaigns   Property  of  Buzzient,  Inc.   10  
  • 12. Buzzient  Benefits  to  Telecoms   •  ARPU  Increase   –  Dell  has  proven  social   can  be  used  to  upsell   customers  (Dell  Outlet)   –  New  data  plans,   features,  handsets  can   be  offered  through  social   channels  to  increase   ARPU   Property  of  Buzzient,  Inc.   11  
  • 13. Buzzient  Benefits  to  Telecoms   •  OEM  Vendor   Management   –  User  feedback  on   devices  can  drive   carriers’  retail  mix  as   well  as  revenue  subsidies     Property  of  Buzzient,  Inc.   12  
  • 14. Buzzient  for  Telecoms   Property  of  Buzzient,  Inc.   13  
  • 15. Case  Study:  Social  Customer  Care  with  4G  Network  Rollout   Customer  Support;  Social  CRM  Integra.on  with  Oracle  CRM  On  Demand   The  Company   •  YTL  Communica>ons   Leading  interna>onal   Telecommunica>ons   Service  Provider,  B2C  &   B2B  offerings  4G   marketplace.   •  4G  Rollout  in  Q3  ‘10   Property  of  Buzzient,  Inc.   The  Challenges   The  Buzzient  SoluDon   •  Monitoring  user   •  Provided  a  way  to  monitor   feedback  comments  to   Facebook  and  Twi[er   improve  and  reinforce   reviews  in  real  >me     service  performance   •  Buzzient  Sen>ment  Index   •  Lower  customer  service   provides  line  of  business   costs   managers  yards>ck  social   •  Customer  Service   customer  sa>sfac>on   Enhancements     •  Can  respond  directly  to   •  Sugges>ons   problem  posts  in  seconds   •  Complaints     •  Posi>ve  comments   •  Priori>za>on  of  Service   Requests     The  Results     • Customer  Support   Sat  scores  up  32%   • Customer  AdopDon   4G  increased  20%     14  
  • 16. Case  Study:  Global  Telecommunica>ons   Customer  Support;  Social  CRM  Integra.on  with  Oracle  CRM  On  Demand   The  Company   •  Na>onal  Service  Provider   of  triple-­‐play  services   •  Serves  rural  Midwest  and   southeast   •  Specific  capabili>es  for   hearing-­‐impaired  market   The  Challenges   •  Monitoring  user   feedback  comments  to   improve  and  reinforce   service  performance   •  Lower  customer  service   costs   •  Priori>za>on  of  Service   Requests     Property  of  Buzzient,  Inc.   The  Buzzient  SoluDon   •  Provided  a  way  to  monitor   Facebook  and  Twi[er   reviews  in  real  >me     •  Buzzient  Sen>ment  Index   provides  line  of  business   managers  yards>ck  social   customer  sa>sfac>on   •  Can  respond  directly  to   problem  posts  in  seconds   The  Results     • Rolling  out  new   service  layer  with   social  customer   care  included       15  
  • 17. We  Make  Customer  Engagement  Social     Timothy  B.  Jones,  CEO   tbj@buzzient.com   @tbjbuzzient  

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