How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our...

www.dimelo.com 1 Copyright DIMELO SA


Foreword


Dimelo enables companies to deploy, manage and monitor customer relaDons across the Web and social media.

forums blogs

Facebook, Twi-er, blogs and forums, smartphones and tablets are the consumers new mee#ng places and they created new communica;on standards .


!   Community Marke4ng (Marke4ng Unit) : •  Forum setup allowing the Community to help one another on subjects not requiring an access to the company’s IS (CRM…)

!   Social Customer Rela4on / Social CRM (Customer Rela4on Unit & Marke4ng Unit) :

•  Social networks are integrated to the Customer RelaDon process (Facebook, TwiPer, Youtube, Forum, Blog…)

•  Public and private Customer RelaDon, Experts’ answers, Community markeDng •  Integrated withing the company’s IS (CRM, Database…)

!   Social Marke4ng (Marke4ng Unit) : •  E-‐reputaDon •  Company publishes messages on the Social networks •  The comments on the company’s publicaDon can be answered

Some Social defini4ons


Going Social, for which products and services ?

Pre Sales AXer Sales Products or services that are : !   technical, complex !   engaging !   expensive Telecom, banking, specialised retail, transport, energy, insurance

Products or services needing : !   a setup !  a follow up !   a configuraDon Telecom, banking, specialised retail, transport


IntroducDon to the Dimelo SoXware Suite


!   Created in July 2006 !   SaaS SoXware Suite distributor !   Over 100 blue-‐chip customers in Europe (Canal+, Orange, Bouygues

Telecom, Belgacom, Méditel, BNP Paribas, Barclays, Crédit Agricole, Peugeot, Auchan, SNCF, Total, …)

!  2013: 42 collaborators | R&D accounts for 30% of the staff !  Dimelo Consul4ng helps its customers manage their communiDes and opDmize their Social CRM operaDons

Customer Service Management

on the Web & Social Media

European Leader

Telecom Telecom


Pre-‐sales A@er-‐sales

Shopping cart conversion/ Lead generaDon Reduce Customer Service Costs

Improve Customer SaDsfacDon

Establish the brand influence on Social Media Hubs


Dimelo Software Suite architecture

Web

DIMELO Front Of!ce Social Media Majors

Dedicated Interface

Forums

Blogs

Social Media Hot spots

Information System

CRM Customer Service

DIMELO in the Business Environment

Connectors - API

Users & Interactions database Social Media Contact Center

Connectors - API

ICE

Telecom


Presentation of Dimelo CCP modules Customer Community Platform

Web


Presentation of CCP Web module

Site corporate Site Ecommerce Site catalogue

Web Web The Customer Community Plahorm Web module allows the company to deal in a flexible manner with all the interacDons (public and private) coming from the users.

This front office is integrated within the company website following the different use case :

!   FAQ !   Experts’ answers !   Co-‐development


Presentation of CCP Facebook module

Onglet Facebook

Web The Customer Community Plahorm Facebook module allows the company to deal in a flexible manner with all the interacDons (public and private) coming from the users.

This front office is integrated within the Company Facebook Fanpage following the different use case :



Presentation of CCP Mobile module

ApplicaDon Mobile

Web The Customer Community Plahorm Mobile module allows the company to deal in a flexible manner with all the interacDons (public and private) coming from the users.

This front office is integrated within the company Mobile website or the Mobile app following the different use case :



Presentation of Dimelo SMCC module

DIMELO SMCC SOCIAL MEDIA

CONTACT CENTER

An interacDon management applicaDon capable of handling interacDons across mulDple channels. SMCC is built from the ground up for enterprise use and is fully configurable.


Dimelo ConsulDng


Dimelo Consulting – Social CRM Expertise

Change Management and Training Assist and train teams in mulD-‐channel and reacDve customer service

Content & Community Management Content producDon and community management strategy

Quality Audi4ng Customer saDsfacDon and Quality of Service measurement

Crisis Management Create social media mechanisms (proacDve and reacDve)

Social CRM Planning Define business objecDves and KPIs, implement analyDcs


Traffic & ROI


Social traffic distribu4on (on average)

Telecom Transport

Retail


Performance of the Dimelo pla[orm : Pre Sale

Nombre de V.U. issu de Google

Trafic qualifié

Nombre de V.U. escaladant vers une étape

Nombre et valorisaDon de paniers et nouveaux clients

Number of Unique Visitor coming from Google

Qualified traffic

Number of Unique Visitor lead to a commercial step Commercial traffic

Number and value creaDon of baskets and new customers

X %


Dimelo !

Performance of the Dimelo pla[orm : Pre Sale


Performance of the Dimelo pla[orm : A]er Sale, Contact Avoidance Rate

Number of viewed pages on the website Social Customer Service

Number of viewed pages with quesDons having an answer

Answers cerDfied by the brand

Answers meeDng the user’s expectaDons

Y %


Commercial References


Dimelo’s main customers’ references

Telecom

!  Orange !  Méditel !   Bouygues Telecom !   B&YOU !   Belgacom !   Virgin Mobile !  NRJ Mobile

!   BNP Paribas !   Crédit Agricole !   LCL !   La Banque Postale !   Barclays !   Fortuneo !  Malakoff Médéric !   Cofidis !  AG2R La Mondiale !  Groupama

Bank & Insurance

!  Auchan !  Boulanger !  Manutan !  Bruneau !  Redcats

E-‐commerce !   Canal+ !   SNCF !  Hop! !  La Poste !  Total !   Peugeot !   Renault

Other References

!   Capgemini !   Prosodie !   OBS !   Business & Decision

Integrators

!   Bluelink !   Arvato !   Webhelp !   Teleperformance !   CCA !   AcDcall !   NeDno

Service Providers


ORANGE France

hPp://www.facebook.com/Orange.France?sk=app_199092476780651

Customer Service

Available on Facebook, Twi-er, forums, Orange SOSH module


B&YOU de Bouygues Telecom

hPps://www.b-‐and-‐you.fr/ hPps://assistance.b-‐and-‐you.fr/ hPp://www.facebook.com/BAndYou?sk=app_153619611378450

Marke4ng Customer Service

Available on the Web , Facebook and Twi-er


NRJ MOBILE

hPp://assistance.nrjmobile.fr/categories/1064-‐urgences-‐depannages hPp://www.facebook.com/NRJMobile/app_178219992310841


Available on the Web , Facebook and Twi-er


SNCF

hPp://debats.sncf.com/ hPp://www.sncfapplilab.com/ hPp://quesDons.sncf.com/

Marke4ng Customer Service Crisis Management

Available on the Web


MIEUX VIVRE de Auchan

hPp://mieux-‐vivre.auchan.fr/ hPp://www.facebook.com/MieuxVivre.Auchan


Available on the Web and Facebook


PEUGEOT

hPp://le-‐forum-‐208.peugeot.com/ hPp://www.facebook.com/Peugeot?sk=app_225847107470282

Marke4ng

Available on the Web and Facebook


Canal+ Europe’s # 1 subscrip4on TV service

Solu4on: Social customer rela4onship

Dimelo provides: > Web based Customer Community base on Dimelo’s CCP > Facebook connector > Twi-er connector

CANAL+


BARCLAYS

hPp://www.cerclebarclayspremier.fr/pages/presentaDon/

Marke4ng

Available on the Web


Dimelo S.A. 32, rue de Trévise -‐ 75009 Paris +33 1 77 37 27 57

www.dimelo.com [email protected]

How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our...

Business

Transcript of How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in Brussels, hosted by Our...