This document discusses how social media is influencing businesses and the need for an end-to-end solution to provide near real-time social media monitoring and customer engagement. It describes an approach using Pega's customer process management capabilities to engage customers over social media and provide benefits like proactive customer service, lead generation, and improved customer satisfaction across various industries.

1. SOCIAL MEDIA
For a Smarter Enterprise
A Mahindra Satyam Pega Practice Offering

2. BUSINESS
LANDSCAPE
 Social Media
Influencing Business
– Urgency to leverage social
media data to listen to
customer feedback

3. BUSINESS
CHALLENGE
 How to improve customer
responsiveness and
customer happiness

4. BUSINESS
NEED
 End to End Solution that
provides near real time social
monitoring and engagement

5. SOCIAL MEDIA
For a Smarter
Enterprise

6. OUR
APPROACH
A robust technology platform
that leverages Pega ’s CPM
capabilities for engaging
customer over social media.

7. Industry
Applicability
Applicable across all verticals
Telecommunications, Banking & Financial
Services, Retail & Consumer Packaged
Goods (CPG), Hospitality, Travel & Logistics

8.  PROACTIVE CUSTOMER SERVICE
 LEAD GENERATION
 IMPROVED NET PROMOTER SCORE
KEY
BENEFITS

9.  TRANSFORM your process
 AVOID a social media crisis
 ENGAGE better
 ACHIEVE best practices
 And GROW faster!
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WITH US