Case studies nov2011_finalpdf1

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Updated Buzzient Customer Case Studies of Social CRM in Action!

Updated Buzzient Customer Case Studies of Social CRM in Action!

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  • 1. Case Study: Entertainment Applications Customer Support; Social Media Monitoring The Company The Challenges The Buzzient Solution The Results • Entertainment • Users were putting • Provided a way to monitor applications developer comments in negative reviews in real time • Staffing costs • Millions of players reviews • Buzzient Sentiment Index reduced 75% • 15+ applications • Lower review scores provides application while 4X • Millions in revenue in were directly effecting managers yardstick for increase in 2010 downloads and usage tracking new feature social media • In-app purchases introductions analyzed decreased • Can respond directly to • Average monthly problem posts in seconds billings/user up 80% in 2011 • Revenue growth of 300%1 Buzzient.com
  • 2. Case Study: Travel and Hospitality Customer Support; Sales The Company The Challenges The Buzzient Solution The Results • Leading sightseeing • Monitoring user • Provided a way to monitor cruise company feedback comments to Facebook and Twitter • Launched new • Hosting over 5,000 improve and reinforce comments in real time sub-brand. events and 440,000 service performance • Buzzient Sentiment Index • 10% increase in guests annually • Up-sell post cruise provides line of business bookings experience managers social • Desire to calculate customer satisfaction Brand Sentiment in • Can respond directly to near real time problem posts in seconds • Opportunity to up-sell based upon experience2 Buzzient.com
  • 3. Case Study: Global Telecommunications Customer Support; Social Media Monitoring, Social CRM The Company The Challenges The Buzzient Solution The Results • Leading international • Monitoring user • Provided a way to monitor Telecommunications feedback comments to Facebook and Twitter • Wins “Best New Service Provider, B2C improve and reinforce reviews in real time Service” Global & B2B offerings 4G service performance • Buzzient Sentiment Index Industry Award marketplace. • Lower customer provides line of business • 250% growth in • 4G Rollout in Q3 ‘10 service costs managers yardstick social 4G channel • Prioritization of Service customer satisfaction • Dramatic churn Requests • Can respond directly to reduction problem posts in seconds3 Buzzient.com
  • 4. Case Study: Retail Crisis Management; Social Media Monitoring The Company The Challenges The Buzzient Solution The Results • Leading High End • Monitoring user • Provided a way to monitor Retailer Holding feedback comments to Facebook and Twitter • Able to identify Company improve and reinforce reviews in real time potential product • Multiple Brands (and brand/promo • Buzzient Sentiment Index recalls weeks sub brands) in a variety performance provides line of business earlier of retail categories • Monitoring Aggregate managers yardstick social • Net revenues up • Both Online and retail Sentiment across customer satisfaction 5% in stores brands consistently • Daily tracking of challenging • Periodic Executive promotions, sentiment economic Reports and campaigns climate4 Buzzient.com
  • 5. Case Study: Manufacturing Customer Support; Crisis Management The Company The Challenges The Buzzient Solution The Results • Leading commercial • Monitoring feedback • Provided a way to monitor aerospace comments to Facebook, Twitter and • Consistent manufacturer determine social media industry specific blogs in Sentiment • Global Marketplace sentiment real time Scoring vs. • Multiple customers • Comparative analysis • Buzzient Sentiment Index Competition regarding main provides overall brand • Increased in competitors sentiment with respect to brand awareness • Periodic, consistent company & competitors • Brand value measurement & brand • Weekly executive reports increased 30% awareness • By Product Line on BrandFinance • Aggregate Index 500 • Trends week to week • By source as compared to competition5 Buzzient.com