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Social BPO
- 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 2. The following is intended to outline our general product direction. It is intended
for information purposes only, and may not be incorporated into any contract.
It is not a commitment to deliver any material, code, or functionality, and should
not be relied upon in making purchasing decisions. The development, release,
and timing of any features or functionality described for Oracle s products
remains at the sole discretion of Oracle.
2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 4. What is Social CRM
4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 5. Social CRM - Perspective
Use of Social media, services & technology to enable organizations to
engage customers by augmenting existing CRM technology &
processes
Banks & FIs have to now deal with new & existing customers through a
diverse & still evolving social media channels (Facebook, Twitter,
Blogs, Product Reviews etc.)
– Unprecedented volume of data being generated everyday
– Data analytics is still evolving
Customer interaction in the social media is transmitted & shared with
other customers at a rapid pace necessitating prompt & accurate
response from providers of services/products
5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 6. OFSS BPO – Social CRM Solution overview
6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 7. Social CRM – OFSS BPO Service Offerings
OFSS Social Media support center
Social servicing (service request)
Lead generation
Loyalty programs
Integrated view of the customer (VOC)
Business Intelligence
Dashboards & Report Development
Custom reporting solutions
Data processing & management
Analytics
Market Research
Competitor Analysis
Channel Effectiveness & Optimization
7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 8. OFSS Social Media Support Center
Dedicated contact center focused on customer’s social media
interaction
Driven by derived social data from Buzzient.
Key Data drivers
– Service Requests
– Leads
Key Areas of focus
– Respond to Service Requests
– Proactive Lead management
– Manage marketing campaigns based on client inputs & social data
– Proactive/Reactive escalated issue resolution
8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 9. OFSS Business Intelligence & Analytics
Focused on advanced data analysis derived from customer’s social
media interaction
Driven by derived social data from Buzzient
Key Areas of focus
– Analyze client product(s) chatter compared to competitor/s
– Research client product(s) feedback
– Extract, Research & Quantify customer complaints/specific incident data
– Supply OFSS Contact Center with incident data & potential leads derived
from data analysis
– Establish potential marketing opportunities based on data analysis
9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 10. Social CRM – OFSS BPO Benefits
Dedicated team focused on a dynamic, evolving customer interaction
channel
– Clients can continue to manage existing customer contact channels
Leverage social media technologies from Oracle, partners and 3rd
parties
Leverage existing contact center infrastructure for managing global
Social Media support centers
– Clients will realize cost savings & efficiencies as a result of using a mature
business operation
10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 11. Social CRM – OFSS BPO Benefits (Continued)
OFSS BPO will develop Social CRM best practices
– Clients will realize benefits from best practices across multiple client
processes
OFSS BPO will help optimize other customer contact channels
– OFSS BPO will leverage its customer contact expertise to recommend
channel optimization strategies based on Social media interaction
11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 12. Pictorial depiction of Social Media Support
Center
12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 13. Example Lead Generation – Banking Product
Responds to
Advertisement /
Promotion/
Posts about
Banking
Product
Receive, Analyze and Relate Data
Customer
Customer Service – Lead Pursued
13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 14. Example –Marketing & Campaign Management
Website
Blogs
Product Email
Promotion
Monitor Customer Response & Feedback Contact Customer – Product Demo, Additional
Blog & Information, Opinion & Feedback
Facebook
Pages
14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 15. 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
- 16. 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.