MTS Social CRM Social Media Case Study

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Case Study for Social CRM

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Client -


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

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Solution Devised for MTS† 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

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Results

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Efforts Praised by MTS Customers

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Benefits of SCRM

† 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 community

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Thank You

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MTS Social CRM Social Media Case Study

Business

Transcript of MTS Social CRM Social Media Case Study