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Buzzient social customer service with oracle crm for telecommunications | buzzient


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Why Telcos are picking Buzzient for Social CRM in Oracle environments

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Buzzient social customer service with oracle crm for telecommunications | buzzient

  1. 1. Buzzient Social Customer Service with Oracle CRM for Telec... Customer Login | Resource Center Products Pricing Trials OEM Resources About Blog Search Blog Buzzient Social Customer Service with Oracle CRM for Telecommunications April 1, 2013 tbj No Comments As Social CRM is becoming increasingly mainstream, there is more demand for use case materials. In this post, we’ll present how a pioneering telecoms provider used Buzzient to make the transition from passive listening to social media to active engagement with social consumers. The Background: The customer, a fast growing wireless and internet service provider was on the verge of rolling out a new network. In recognition of the fact that in 2013 consumers no longer provide feedback on service experience, outages, or request additional services through “traditional” means alone (phone, chat, email), but also through social media, senior management required that the customer service team develop a social media listening and engagement capability. In fact, because the customer was also selecting a CRM system, the listening, analysis, and engagement through social media was a critical requirement for the CRM selection. The Competition: The customer was approached by several vendors with proprietary social media capabilities connected to their CRM suites, in varying degrees of maturity. The requirements broke down into three major areas: 1. Analytics: The social media analytics provided needed to be strong enough to stand on their own, with or without integration with the CRM application. Users of the analytics needed to be able to not only detect service problems on the basis of the analytics, but also engage directly with consumers if need be from the analytics suite. 2. Integration with CRM: Once captured, the social media analytics data needed to be integrated with the CRM suite at the object level. So, it was not sufficient to be able to simply listen to social media, but also to create CRM objects such as trouble tickets, service requests, or even leads for the marketing department. 3. Portability across CRM applications: This latter requirement was instituted so that the customer could preserve the option to mix/match different CRM applications in the future, as well as support emerging best of breed functionality in other departments (marketing, loyalty management) that might not be1 of 3 4/5/13 6:06 AM
  2. 2. Buzzient Social Customer Service with Oracle CRM for Telec... supported in existing CRM applications. Request a Free Trial The Outcome: Recent Blog Posts This last requirement led to the final selection of Buzzient, which is still the only CRM-independent Social CRM application in the market. The CRM system chosen was Oracle CRM On Demand; though by Buzzient Social Customer Service with Oracle CRM for selecting Buzzient, the customer was able to achieve not only the strategic goals of embedding social in Telecommunications the CRM experience, but also keep their options open for the future integration of social with other Oracle As Social CRM is becoming increasingly mainstream, there or non-Oracle CRM applications. is more... Read More » A visual overview of the customer’s expected implementation will be included in future posts; we’ll reuse Social Media Reality Check: IP DOES Matter this overview to detail how this customer was able to transform their customer experience with Buzzient It’s often assumed in the technology world that the Social CRM. products... Read More » Burger King and Jeep Twitter Hacking: Time for Corporate Social Media to Grow Up The high profile hacking of the Twitter accounts of Burger... Read More » Tag Cloud adam metz Buzzient CRM Customer Service Customer Support Post to Facebook 2 echo chamber Enterprise Enterprise 2 Integration Entrepreneurship 2 Facebook Innovation District Instagram 3 Integration Interactive Intelligence Lead Generation lessons learned Loyalty M&A Open Social Leave a Reply Enterprise Oracle Press Radian6 Retail Name* sentiment Siebel siebel crm Social CRM SocialCRM social social enterprise customer Email* applications Social Media Social Media Socialmedia Websites Analytics social media integration Social Media Management Social Media Marketing Social Media Publishing social media reach Social Media Tools social Comment network analysis Techcrunch Technology Twitter workflow Social CRM and the Enterprise Adam Metz Enterprise Software Insider Oracle CRM Blog Paul Greenberg CRM Web Strategy by Jeremiah Xenophon Strategies SUBMIT Follow Us Contact Us Buzzient, Inc. Phone: 1.800.308.BUZZ (1.800.308.2899) E-mail: info@buzzient.com2 of 3 4/5/13 6:06 AM
  3. 3. Buzzient Social Customer Service with Oracle CRM for Telec... Copyright © 2009-2013 Buzzient. All rights reserved. | Privacy Policy3 of 3 4/5/13 6:06 AM