Engage121 is a SaaS provider founded in 1998 that is profitable with diverse businesses. It is headquartered in Norwalk, CT with additional offices in NYC, Chicago, and London. Engage121 launched its social media management platform Engage121 in 2010, which has since been recognized as a top SMMS for business and a cool vendor for customer service and social CRM. The platform provides a comprehensive social media management solution for enterprises to plan, publish, listen, care, speak, and evaluate their social media efforts across multiple brands and markets.

1. Engage121
Detailed Overview

2. SaaS Provider
• NYC, Chicago, London,
Norwalk CT (HQ)
Who are we?

3. SaaS Provider
• NYC, Chicago, London,
Norwalk CT (HQ)
• Founded 1998, Profitable, Diverse and
mutually supporting businesses
Who are we?

4. SaaS Provider
• NYC, Chicago, London,
Norwalk CT (HQ)
• Founded 1998, Profitable, Diverse and
mutually supporting businesses
• We now serve…
350+ enterprise and corporate clients; which
includes over 9,000 local outlet accounts,
Who are we?

5. Sept 2010: Launched Engage121
What are they saying about us?
1998

6. Sept 2010: Launched Engage121
Oct 2010: Mashable
“Top Five SMMS for Business”
What are they saying about us?

7. Sept 2010: Launched Engage121
Oct 2010: Mashable
“Top Five SMMS for Business”
Nov 2011: Mashable Finalist,
Digital Company of Year
What are they saying about us?

8. Sept 2010: Launched Engage121
Oct 2010: Mashable
“Top Five SMMS for Business”
Nov 2011: Mashable Finalist,
Digital Company of Year
May 2012: Gartner; Cool vendor
“Customer Service and Social CRM”
What are they saying about us?

9. Our Clients
RETAIL NGO/ASSN.
RESTAURANT AND FOODSERVICE
HEALTH AND WELLNESS FOOD & DRINK
SERVICES AGENCY
FINANCE/INSURANCE CONSUMER

10. Social CRM – End-to-end Solution
 Planning: Integrated workflow & project mgt.
 Explore: Monitor the Social Web
 Listen: Hear local customers, influencers
 Care: Respond to customers quickly
 Speak: Engage people locally, one-to-one
 Publish: Campaign management & apps
 Evaluate: Measure and analyze your efforts

11. Integrated Social Platforms
COMMUNITIES BLOGS/MICROBLOGS LOCATION BASED
ANALYTICS
BLOGS/FORMS/WIKIS
Instagram CRM INTEGRATION

12. Rating and Review Sites

13. Engage121
Functionality Overview

14. Home Tab: What is it?
Home Tab components
Your primary
charts
Secondary charts
created in the
Evaluate Tab.
These charts can
be edited,
replaced and
created as
needed
Your quick view
engagement
pane for
Engage121 Tabs
Log Out Button
Main Engage121 Tabs

15. Text analytics
 Clarabridge – best of breed
analytics software
 Sentiment & Natural Language
Processing across 10 languages
 Ability to custom define searches
for detailed monitoring (search
with search)
 Organize & direct content by
type to appropriate teams
(customer care, product
feedback etc.)
Monitoring for sentiment in 10 Languages

16. COMMUNITY MANAGEMENT: moderation of multiple channels
Panel View
This link delivers an
expanded quick view
of all of your social
platform pages for
easy engagement

17. Workflow: Assign content within a team
Individual
Post from a
User you are
connected to.
Assign Button allows you to pass
content/tasks to other team members

18. Workflow: Quickly see team workflow
Quickly SEE where colleagues
have responded or engaged
with the community & click
quickly through the
conversation for context

19. Profiling Commentators & Defining Influence

20. Deliver a robust enterprise-level social media
management solution, including:
 The ability to manage multiple
brands and all of their social
networks in one place
- Monitoring
- Publishing
- Listening
- Facebook Advertising and
promotional/lead capture
apps
 Setting compliance guidelines,
permissioning and approval
chains
 Enabling management of
projects, groups, teams, tasks
and customer service
Multi-Brand Dashboard for multi-brands and agencies

21.  The ability to control
the type of access
and functions
available to team
members
- Intern
- Community
manager
- Moderator
- Content creator
- Analyst
- Manager
 Define & modify
roles easily and
cascade them across
the organisation
Workflow Management:
Start by managing your teams Permissions
Engage121 permission dashboard
Permissioning – Flexible across your teams and depts

22. Asset management: Library for content
Add/Manage your assets in Library (Images, Content and Video)
To post assets to Facebook
you must first upload the files
to your Library, you may also
create as many Libraries as
you need.
To upload new assets you can
either Create a Library or
Upload, then Name your file
and select what type of asset
it is.
Create a New
Library
Denotes a
Locked library
that you can not
edit; however
you may use
these assets
Add a New
Asset
Click to View
Library

23. Speak: 1-2-many publishing
EASY STEP BY STEP PROCESS
Step 1 – compose content
Step 2 – choose platform, settings
& targeting
Step 3 - publish or schedule later
Step 4 – advertise (FB/twitter)

24. Campaigns: Creating, tagging & reporting
Create campaigns, tag posts and
content to particular campaigns &
watch the campaign dashboard
track your results.

25. Speak: Content creation process – teams, approval process
Teams can share
and contribute to
content, and
review previous
edits.
Posts can be tested
or reviewed after
publishing for
performance &
where appropriate
re-publishing

26. Speak: Flexible templates for page app creation
Completed Page Page Layout: Choose # of Open Frames

27. End to end workflow: Planning tools for teams
Your Engage121 Calendar (Planner)
helps you, manage your posts,
projects, tasks and quickly view all
that is happening in one, easy to use
panel.

28. End to end workflow: Planning tools for teams
Quickly see the status
of all content planned
for the weeks/months
ahead.
Click post to update
scheduling, content,
targeting or campaign
Full audit trail from the
moment a post is
composed until it is
published
Full post publishing
analytics by post

29. Engage121
Approval Process

30. Community
Manager
Content
Manager
Marketing Legal
Viewers/
Monitors
Legend
Approval Email
FYI Email
Community Manager Creates a PostContent Manager Approves the PostMarketing Approves the PostLegal Approves the PostCommunity Manager Schedules Post for Distribution
or Approves when Ready for Distribution
Sample Approval Chain

31. Approval Emails Include the Post Details and Approve and Reject ButtonsClicking Approve Opens a Browser Window Where Comments can be AddedClicking Reject Opens a Browser Window Where Comments can be Added

32. Logging into Engage121 Permits Editing of the Post Before Approval

33. Clicking Approve or Reject on a Post that has Already been Acted on at this
Approval Step Displays a Message Explaining what Happened to the post.

34. All Users Not in the Immediate Approval Step Receive the FYI Email.
They Cannot Act on it. It Serves as Notification of a Post Only.

35. End to end workflow: Tasks and communication
An internal communication and work
flow improvement resource. Which
gives you the ability to assign tasks,
direct message, and approve/decline
content.

36. Keep on top of workflow: Alerting
•Workflow: Manage any of your Alerts or Add a new Listen Alert
Every Alert can be edited by
clicking the blue arrow on the
right side of each category,
then by clicking the Name of
your Alert.
(This applies to Explore, Listen and
Evaluate)
In this section, you can also
add a new Listen Alert. Simply
press the Add an Alert button.
(Explore and Evaluate Alerts must be Added
within those Tab sections)
Click Here to
Preview the
category Alerts
When you select
the Name of your
Alert, you may
edit all options as
shown here

37. Mobile App

39. Engage121
Analytics Overview

40. Analytics: Home page overview
The Home Tab offers easy, one-click access to charts, analytics and
Key Tabs/Resources.

41. Evaluate Tab: Reports/charts suite
The EVALUATE Tab offers easy, one-click access to charts, analytics and
Key Tabs/Resources.

42. Evaluate Tab: How to Use it?
In order to understand what the chart capabilities are, you must first
understand what’s being calculated. The next several slides will walk you
through nomenclature, chart type definitions and sample charts.
Chart Type Chart Name Description
Outcomes Facebook Insights Incorporate Facebook Insights for your connected
Facebook page, including Unique likes, comments and
other insight data, aggregated or tracked over time.
Keyword Rank Ranks the prevalent words that appear in association with
the keywords you've entered.
Sentiment Measures tone of the posts that mention your keywords
Share of Voice Track your presence among a specific audience. Define
the audience with a set of keywords, and then compare
two or more “segments” across that audience.
Activity My Activity Charts your activity on different social media platforms
(posts, comments, etc.)
This begins to explain
Chart Types, Names and
Descriptions.

43. Evaluate Tab: How to Use it?
Chart Type Chart Name Description
Reach Buzz
Buzz Compare
Uses keywords. Searches Twitter, Facebook, YouTube, review sites, blogs, and other
social media. Can use exclusion words. Use Buzz Compare to compare multiple brands
or keywords.
Fans/Followers -Tracks fans and followers based upon user’s connections. (Facebook, Twitter and
Tumblr)
-Twitter (Select Handles) – Track other users’ Twitter followers over time.
-Twitter Rank – Charts your overall Twitter rank, Following Ratio or Klout score against
others over time.
Direct & True Reach A way to track “impressions”. Direct Reach = # of people you reach through a Tweet.
True Reach = # of people you are reaching through other’s re-tweets.
Platform Pie chart breaks down mentions of specific keywords by domain and handle.
Engagements Foursquare Check-ins View check-ins by date or by name.
Engagements by Tag Tracks the interactions with tagged speakers.
Tags Tracks the number of speakers assigned with the selected tag.
Interactions Tracks direct messages and replies on Twitter and posts, comments and wall posts on
Facebook. Can be aggregated, or broken out by connection.
Web Stats Tracks numbers of visitors to your web site or pages based on your Google Analytics
connection.
Link Tracking Displays the number of click throughs for a specific bitly link (option must be selected in
the Speak section when generating the link)
Facebook FANlet Displays the results of your selected FANlet.
Continued from last slide

44. Evaluate Tab: Learn where your customers talk
Preview your
audience on:
 Facebook
 Twitter
 Tumblr
 YouTube
 LinkedIn
 Google+
 Blogs
 Rating and
Review sites
 and more.
Your Brand Mentions

45. Evaluate Tab: Compare your Fans and Followers.
Facebook
Insights and
Twitter
Analytics
 Compare key
demographics
Your Brand Facebook Insights
Your Twitter Account Analytics

46. Evaluate Tab: Sentiment Analysis
Know where
you stand:
 Compare
your brand
sentiment
to
competitors
 Against
thought
leaders
 Industry
Standards
Your Brand Sentiment

47. Evaluate Tab: Who is speaking about you.
 Gender
 Occupation
 Location
 Where they eat
 Where they
shop
 Age
 Interests
 People vs.
Companies
 Family Status
 Employment
Status
 and more.
Occupation
Where they shop

48. Evaluate Tab: Export content
Export an Excel file
Once you export an excel file, the
links to the posts will be live in
the spreadsheet.

49. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Buzz Charts
Buzz Charts:
Count the number of times a
keyword is mentioned by
platform.
Buzz Compare, compares the
buzz of multiple keywords to each
other.

50. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Fans & Followers Charts
Fans and Followers -
All Platforms – The total # of
F&F’s of all connected platforms.
By Connection – # of F&F’s by
specific connections.
Select Handles – # of F&F’s by
select Twitter handles, either
yours or other peoples.
Twitter Rank – Charts your overall
Twitter rank against others over
time.
Following Ratio – The # of your
followers or # of people you
follow.

51. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Direct and True Reach Charts
Direct and True Reach
Direct Reach = # of people you
reach through a Tweet.
True Reach = # of people you are
reaching including when others
retweet you

52. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Platform Charts
Platform
Pie chart breaks down mentions
of specific keywords by Social
Media platform.
Also exports the top 5 posters of
each platform

53. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Engagement Charts
Engagement Charts
Foursquare checkins – # of times
people check into your
Foursquare Venue
Interactions – Tracks direct
messages and replies on Twitter
and posts, comments on
Facebook.
Link Tracking – Displays the
number of click throughs for a
specific bitly link (option must be
selected in the Speak section
when generating the link)
Facebook FANlet – Displays the
results of your selected FANlet
poll.

54. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Insights Charts
Insights
Facebook Insights – Demographics
and interaction data of your
Facebook fans; Age, Gender, Fans or
Pages and Post level Insights,
including Likes, Views, Comments
and Shares.
Youtube Insights – Demographics
and interaction data of your Youtube
followers; Age, Gender, Popularity,
Users, Views, Comments, Subscribed,
Un-Subscribed, Favorites and ratings.
Web Stats – Tracks numbers of
visitors to your page based upon
your Google Analytics connection.

55. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Facebook Insights Charts
Facebook Insights –
Demographics and
interaction data of your
Facebook fans; Age, Gender,
Geography, organic/paid
reach

56. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Facebook Insights Charts
Facebook Insights – Post
performance

57. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Facebook Insights Charts
Facebook Insights –
Engagement activity &
performance

58. Evaluate Tab: How to Use it?
Evaluate Chart Samples; Twitter Insights Charts Twitter Insights – Demographics
and interaction data of your
Twitter followers; Age, Gender,
interests, habits, family status.

59. Analysis: DIY Charting

60. Brand Reputation Scorecard - Dashboard

61. Brand Reputation Scorecard - Dashboard

62. Brand Reputation Scorecard - Dashboard

63. Brand Reputation Scorecard - Results

64. Client Vignettes

65. LEAD GEN.
BRAND
AWARENESS
BRAND
BUILDING
REP.
MGMT.
BRAND
AWARENESS
BRAND
BUILDING
SPOT
PURCHASE
BRAND
AWARENESS LEAD GEN. CRM
Facebook
dress
promotion
s every
Friday
24k
entrants;
12k email
opt-ins;
19k likes;
Moved
email
budget
Contest:
Where to
put the
next GC?
Reached
55k; 1,200
acted; 530
likes
Spent $250
Contest:
User
participate
in healthy
eating
program
FB trxns
+150%; FB
web traffic
+83% YOY;
Leads+
65%; 1,800
mentions;
55k likes
Mitigate
complaints
: listen &
respond;
Improve
sentiment
Red. comp.
from 20 to
5/month;
Incr Klout
from 0 to
36; F&F up
Tw 1,700,
FB 240
Live event
bcast FB;
promotion
goal was to
incr. fan
base
57k views;
9.6k fan
increase
(33x
avg/day);
talking 16k
(3x
avg/day)
Need all
local stores
to have
consistent
messaging;
thought
leadership
F&F
increased:
FB 90%;
Tw 27%
In first 90
days
All 200
stores need
a
consistent
FB bus.
Page;
community
approach
Coupon
program in
place
w/promo.
helping
move
perishable
inventory.
Improve
KPIs such as
sentiment,
buzz,
engage.,
etc.;
Increase
F&F
Incr.
mentions
218%; Incr.
fans 93%;
rise in
positive
sent. Of
60%
Drive new
member
and
franchise
owners
through
social
In 4 mths:
LR tripled its
fanbase;
leveraged
coupon
prgm.; social
now leads
the way
Manage
global
brand and
specific
customer
needs
Philips
now
successfull
y manages
cust. care
issues
through
social
Engage121 Client Use Cases