Roi social media success examples #CSMSF 2012
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. ROI Success Stories #CSMSF June 2012 Michael Procopio Social Media Strategist HP Information Management & Analytics Twitter: @MichaelProcopio email: [email protected]
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Transcript of Roi social media success examples #CSMSF 2012
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
ROI Success Stories#CSMSF June 2012
Michael Procopio
Social Media Strategist
HP Information Management & Analytics
Twitter: @MichaelProcopio email: [email protected]
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Return
=
Revenue
or
Cost
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Investment
=
Money spent
or
Resources used (converted to money)
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4
Return on Investment
=
Return – Investment (cost)
-----------------------------------
Investment
4
5
Example marketing: Lead Generation
$2000 return - $75 investment
----------------------------------------
$75 investment
= 2567% ROI
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Example (Support): Call deflection
• Support call costs = $15-40 [1]
• More than 20 million customers found solutions from 600,000+ posts on an HP Community [2]
• HP saved $2M from call deflection [3]
Sources[1] Stone Cobra; [2] Lithium; [3] Frost & Sullivan
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R&D: Using community for beta test
Before – with email
50 beta users supported by 5 engineers
After with branded community forums
200 beta users supported by 5 engineers
4x greater efficiency
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Social Intelligence problem
Situation
ENHANCE WARRANTY & CLAIMS MANAGEMENT WITH SOCIAL INTELLIGENCEPRIMARY EUROPEAN AUTOMOTIVE MANUFACTURER
The warranty & claims, quality management and product development departments gathered information related to quality issues and product defects through the warranty process. • Time delay in getting data
Disclaimer – HP project
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Social Intelligence SolutionSolution Results
Ease of use front end, like “Google” search.
Enable users to do intuitive root cause analysis, identifying cause connections between warranty cases and Social Media discussions
Identifying potential defects and quality issues earlier through Social Media information
What took days, now takes hours
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you
Please contact me if you have questions
Michael Procopio Social Media StrategistTwitter: @MichaelProcopio email: [email protected]
