MTS Social CRM Social Media Case Study

Challenges

• To counter the prevailing negative sentiment on the web
• Listen and monitor online conversations
• Engage users who are not happy with the service and offer solutions
• Predict and manage situation with potential of full blown crisis for the brand

Solution

• Put a multi-stakeholder SCRM process in place engaging online communities, customer care executives, management and online properties of the brand
• Used state-of-the-art social media monitoring tool to track online conversations
• Created user maps of communities engaging in conversations related to the brand
• Aggressively engage unhappy customers by offering them speedy solutions
• Tracking online brand sentiment with speedy response for any spike in negative sentiment

Benefits of Social CRM

• Create positive word of mouth
• More Sales: If you are engaged with people and are having conversations with them one to one, positive recommendations can lead to a sale
• Lead Generation: People are looking online for information, services, product information, and recommendations, tapping these people can generate leads
• Complaint Management: We identify and track the issues with your brand
• Promotions: SCRM helps in promoting new products and services as you already have a vibrant and active