Updated Buzzient Customer Case Studies of Social CRM in Action!

1. Case Study: Entertainment Applications
Customer Support; Social Media Monitoring
The Company The Challenges The Buzzient Solution The Results
• Entertainment • Users were putting • Provided a way to monitor
applications developer comments in negative reviews in real time • Staffing costs
• Millions of players reviews • Buzzient Sentiment Index reduced 75%
• 15+ applications • Lower review scores provides application while 4X
• Millions in revenue in were directly effecting managers yardstick for increase in
2010 downloads and usage tracking new feature social media
• In-app purchases introductions analyzed
decreased • Can respond directly to • Average monthly
problem posts in seconds billings/user up
80% in 2011
• Revenue growth
of 300%
1 Buzzient.com

2. Case Study: Travel and Hospitality
Customer Support; Sales
The Company The Challenges The Buzzient Solution The Results
• Leading sightseeing • Monitoring user • Provided a way to monitor
cruise company feedback comments to Facebook and Twitter • Launched new
• Hosting over 5,000 improve and reinforce comments in real time sub-brand.
events and 440,000 service performance • Buzzient Sentiment Index • 10% increase in
guests annually • Up-sell post cruise provides line of business bookings
experience managers social
• Desire to calculate customer satisfaction
Brand Sentiment in • Can respond directly to
near real time problem posts in seconds
• Opportunity to up-sell
based upon experience
2 Buzzient.com

3. Case Study: Global Telecommunications
Customer Support; Social Media Monitoring, Social CRM
The Company The Challenges The Buzzient Solution The Results
• Leading international • Monitoring user • Provided a way to monitor
Telecommunications feedback comments to Facebook and Twitter • Wins “Best New
Service Provider, B2C improve and reinforce reviews in real time Service” Global
& B2B offerings 4G service performance • Buzzient Sentiment Index Industry Award
marketplace. • Lower customer provides line of business • 250% growth in
• 4G Rollout in Q3 ‘10 service costs managers yardstick social 4G channel
• Prioritization of Service customer satisfaction • Dramatic churn
Requests • Can respond directly to reduction
problem posts in seconds
3 Buzzient.com

4. Case Study: Retail
Crisis Management; Social Media Monitoring
The Company The Challenges The Buzzient Solution The Results
• Leading High End • Monitoring user • Provided a way to monitor
Retailer Holding feedback comments to Facebook and Twitter • Able to identify
Company improve and reinforce reviews in real time potential product
• Multiple Brands (and brand/promo • Buzzient Sentiment Index recalls weeks
sub brands) in a variety performance provides line of business earlier
of retail categories • Monitoring Aggregate managers yardstick social • Net revenues up
• Both Online and retail Sentiment across customer satisfaction 5% in
stores brands consistently • Daily tracking of challenging
• Periodic Executive promotions, sentiment economic
Reports and campaigns climate
4 Buzzient.com

5. Case Study: Manufacturing
Customer Support; Crisis Management
The Company The Challenges The Buzzient Solution The Results
• Leading commercial • Monitoring feedback • Provided a way to monitor
aerospace comments to Facebook, Twitter and • Consistent
manufacturer determine social media industry specific blogs in Sentiment
• Global Marketplace sentiment real time Scoring vs.
• Multiple customers • Comparative analysis • Buzzient Sentiment Index Competition
regarding main provides overall brand • Increased in
competitors sentiment with respect to brand awareness
• Periodic, consistent company & competitors • Brand value
measurement & brand • Weekly executive reports increased 30%
awareness • By Product Line on BrandFinance
• Aggregate Index 500
• Trends week to week
• By source as compared
to competition
5 Buzzient.com