ENGAGOR DAY
8TH MAY 2014
Chapel PR ! Chapel Social ! Chapel Productions ! Chapel IT
London ! New York ! Pinewood Studios
w...
CHAPEL DIGITAL GROUP LTD
Linda Scott - Director
INTRODUCTION
CHAPEL DIGITAL GROUP LTD
•  Chapel PR
•  Chapel Social
•  Chapel Productions
•  Chapel IT
FOUR BUSINESSES
CHAPEL DIGITAL GROUP LTD
FOUR LOCATIONS
Andover
UK
London
UK
New York
US
Pinewood Studios
UK
THOMAS COOK GROUP PLC
•  Thomas	
  Cook	
  Group	
  plc	
  is	
  one	
  of	
  the	
  world's	
  leading	
  leisure	
  trav...
WHAT DO CHAPEL DO FOR THOMAS COOK?
•  24/7 Global brand listening and monitoring
•  Email alerts
•  Daily, weekly and mont...
WHAT DO CHAPEL DO FOR THOMAS COOK AND HOW IN 2013?
•  24/7 Global brand listening and monitoring - via Sysomos
•  Email al...
WHAT DO CHAPEL DO FOR THOMAS COOK AND HOW IN 2014?
•  24/7 Global brand listening and monitoring - via Engagor
•  Email al...
MONITORING - SYSOMOS V. ENGAGOR
MONITORING - SYSOMOS V. ENGAGOR
MONITORING - SYSOMOS V. ENGAGOR
Airtours OR "club 1830"~1 OR "club 18-30"~1
OR "club 18 30"~1 OR club1830 OR
"club18-30.co...
INVESTOR RELATIONS
INVESTOR RELATIONS
CUSTOMER CARE
THOMAS COOK GROUP PLC – GOALS - UK
•  Successful	
  management	
  of	
  customer	
  care	
  via	
  Social	
  Media	
  plaH...
HOW THE GOALS ARE ACHIEVED
•  Specialist	
  Trained	
  Social	
  Media	
  Customer	
  Care	
  Staff	
  
•  24/7	
  crisis	
...
HOW THE GOALS ARE ACHIEVED
Monitoring
aka Listening
Campaigns
Engagement
Customer
Care
WHAT DO CHAPEL DO FOR THOMAS COOK AND HOW?
Chapel developed and
launched the first
outsourced Social Media
Rapid Response ...
THE CHAPEL FACILITY
•  99.98%	
  upLme	
  of	
  services	
  
•  Mobile	
  applicaLon	
  –	
  remote	
  access	
  
•  Secur...
CUSTOMER CARE - REPORTING
CUSTOMER CARE - REPORTING
CUSTOMER CARE - PERFORMANCE
CUSTOMER CARE PERFORMANCE
CUSTOMER CARE - PERFORMANCE
PRO-ACTIVE OUTREACH
PRO-ACTIVE OUTREACH
CUSTOMER ENGAGEMENT
OUTREACH AND ENGAGEMENT
WHAT HAVE WE LEARNED
•  Properly	
  trained	
  social	
  media	
  specialist	
  staff	
  are	
  essenLal	
  
•  Properly	
 ...
ENGAGOR DAY
8TH MAY 2014
Chapel PR ! Chapel Social ! Chapel Productions ! Chapel IT
London ! New York ! Pinewood Studios
w...
Engagor Day III - Chapel Digital: Use Case on Thomas Cook
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Engagor Day III - Chapel Digital: Use Case on Thomas Cook

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Linda Scott, CEO from Chapel Digital, tells us more on how they pull off customer care for Thomas Cook in the UK.

Engagor Day, an event for all Engagor users and partners to help them optimize their social media engagement and analytics.

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Engagor Day III - Chapel Digital: Use Case on Thomas Cook

  1. 1. ENGAGOR DAY 8TH MAY 2014 Chapel PR ! Chapel Social ! Chapel Productions ! Chapel IT London ! New York ! Pinewood Studios www.ChapelDigital.com #engagorday
  2. 2. CHAPEL DIGITAL GROUP LTD Linda Scott - Director INTRODUCTION
  3. 3. CHAPEL DIGITAL GROUP LTD •  Chapel PR •  Chapel Social •  Chapel Productions •  Chapel IT FOUR BUSINESSES
  4. 4. CHAPEL DIGITAL GROUP LTD FOUR LOCATIONS Andover UK London UK New York US Pinewood Studios UK
  5. 5. THOMAS COOK GROUP PLC •  Thomas  Cook  Group  plc  is  one  of  the  world's  leading  leisure  travel  groups   •  Over  20  million  customers  in  the  year  ended  30  September  2013       •  Supported  by  c27,000  employees   •  Operates  from  17  countries   •  c50  global  brands   •  20  brands  in  the  UK  
  6. 6. WHAT DO CHAPEL DO FOR THOMAS COOK? •  24/7 Global brand listening and monitoring •  Email alerts •  Daily, weekly and monthly reporting of global brands by region •  Customer Care for 20 UK brands from 7am to 10pm – 7 days/week •  Weekly and monthly reporting of Customer Care analysis •  Proactive outreach for UK brands •  Campaigns and engagement for Thomas Cook Airlines •  Weekly and monthly reporting for the Thomas Cook Airline Group
  7. 7. WHAT DO CHAPEL DO FOR THOMAS COOK AND HOW IN 2013? •  24/7 Global brand listening and monitoring - via Sysomos •  Email alerts - via Sysomos •  Daily, weekly and monthly reporting of global brands by region - via Sysomos •  Customer Care for 20 UK brands from 7am to 10pm – 7 days/week - via Engagor •  Weekly and monthly reporting of Customer Care analysis - via Engagor •  Proactive outreach for UK brands - via Engagor •  Campaigns and engagement for Thomas Cook Airlines - via Engagor •  Weekly and monthly reporting for the Thomas Cook Airline group - via Engagor
  8. 8. WHAT DO CHAPEL DO FOR THOMAS COOK AND HOW IN 2014? •  24/7 Global brand listening and monitoring - via Engagor •  Email alerts - via Engagor •  Daily, weekly and monthly reporting of global brands by region - via Engagor •  Customer Care for 20 UK brands from 7am to 10pm – 7 days/week - via Engagor •  Weekly and monthly reporting of Customer Care analysis - via Engagor •  Proactive outreach for UK brands - via Engagor •  Campaigns and engagement for Thomas Cook Airlines - via Engagor •  Weekly and monthly reporting for the Thomas Cook Airline group - via Engagor
  9. 9. MONITORING - SYSOMOS V. ENGAGOR
  10. 10. MONITORING - SYSOMOS V. ENGAGOR
  11. 11. MONITORING - SYSOMOS V. ENGAGOR Airtours OR "club 1830"~1 OR "club 18-30"~1 OR "club 18 30"~1 OR club1830 OR "club18-30.com" OR "@club1830" OR from:club1830 OR CruiseThomasCook OR "Thomas Cook Cruise"~1 OR "@cruisetc" OR from:cruisetc OR "Direct Holidays"~1 OR "directholidays.co.uk" OR DirectHolidaysUK OR "@DH_UK" OR from:dh_uk OR Flexibletrips OR "flexibletrips.com" OR "escapades plane"~5 OR "escapades flight"~5 OR "escapades holiday"~5 OR "escapades holidays"~5 OR "escapades flight attendant"~5 OR "escapades flight attendants"~5 OR "escapades flights"~5 OR OR
  12. 12. INVESTOR RELATIONS
  13. 13. INVESTOR RELATIONS
  14. 14. CUSTOMER CARE
  15. 15. THOMAS COOK GROUP PLC – GOALS - UK •  Successful  management  of  customer  care  via  Social  Media  plaHorms  –  Monitoring  27   UK  brands,  engaging  with  20  UK  brands  and  monitoring  c150  Social  Media  PlaHorms   •  Reduce  customer  response  Lme  to  1-­‐15  minutes  (between  hours  0700  –  2200)   •  In  associaLon  with  Thomas  Cook,  reduce  negaLve  senLment   •  ProacLve  outreach  to  potenLal  customers  to  increase  sales  and  brand  awareness   •  Demonstrate  Thomas  Cook  cares  about  its  customers  
  16. 16. HOW THE GOALS ARE ACHIEVED •  Specialist  Trained  Social  Media  Customer  Care  Staff   •  24/7  crisis  service  management  and  reporLng   •  07.00-­‐22.00  manned  response  operaLon   •  Average  3-­‐4  customer  care/customer  outreach  staff  per  day  based  on  volume  with   mulLple  language  capabiliLes   •  1-­‐15  minute  response  Lme  to  social  menLons   •  OperaLonal  SLAs  in  place  with  relevant  Thomas  Cook  departments   •  Frequent  daily  interacLon  with  Thomas  Cook  teams  to  obtain  updates  and  resoluLons  
  17. 17. HOW THE GOALS ARE ACHIEVED Monitoring aka Listening Campaigns Engagement Customer Care
  18. 18. WHAT DO CHAPEL DO FOR THOMAS COOK AND HOW? Chapel developed and launched the first outsourced Social Media Rapid Response Customer Care Centre in the UK
  19. 19. THE CHAPEL FACILITY •  99.98%  upLme  of  services   •  Mobile  applicaLon  –  remote  access   •  Secure  locaLon  with  door  access  control,  burglar  alarm  and  CCTV   •  24/7  network  and  service  monitoring   •  8  x  large  monitors  displaying  various  Social  Media  plaHorms,  and  team  analyLcs     •  2  x  monitors  per  staff  member  to  facilitate  customer  care  and  engagement   •  Fully  air-­‐condiLoned  (benefit  to  staff  and  equipment!)   •  3  TVs  for  world  and  local  news,  and  Crisis  Management  
  20. 20. CUSTOMER CARE - REPORTING
  21. 21. CUSTOMER CARE - REPORTING
  22. 22. CUSTOMER CARE - PERFORMANCE
  23. 23. CUSTOMER CARE PERFORMANCE
  24. 24. CUSTOMER CARE - PERFORMANCE
  25. 25. PRO-ACTIVE OUTREACH
  26. 26. PRO-ACTIVE OUTREACH
  27. 27. CUSTOMER ENGAGEMENT
  28. 28. OUTREACH AND ENGAGEMENT
  29. 29. WHAT HAVE WE LEARNED •  Properly  trained  social  media  specialist  staff  are  essenLal   •  Properly  developed  faciliLes  and  so#ware    ☺  are  highly  beneficial   •  Proper  hours  of  operaLons  are  necessary  to  respond  to  people  before  and  aaer  work   •  Proper  tone  of  voice  is  essenLal   •  It  works,  and  reduces  negaLve  senLment  
  30. 30. ENGAGOR DAY 8TH MAY 2014 Chapel PR ! Chapel Social ! Chapel Productions ! Chapel IT London ! New York ! Pinewood Studios www.ChapelDigital.com #engagorday

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