Social Insight into Action

Turning social insight into action

Every day your customers create terabytes of data about you and your competitors. Hidden within all this noise are opportunities for customer insight and sales, and also reputational risks. Current methods of managing social media interactions are not sufficiently scalable, accurate or agile to deal with these opportunities and risks. That’s why we have created a solution that brings together Social CRM, Case Management and Business Process Management to help you turn social insight into action.

Social Insight into Action, developed in partnership with Capgemini and Attensity, is a truly end-to-end solution that allows you to derive customer insight effectively from unstructured, natural language text, combine insights with structured business information, and respond in near real-time.

The main challenge of the social media age is that organisations can’t control engagement with customers any longer – it’s customers who are in control of the conversation. For example:

  • The combination of mobile broadband and social networking puts instant information into the hands of customers and allows them to initiate spontaneous conversations.
  • Comments and criticism can be made on the spur of the moment yet leave a permanent mark on your brand, product or service.
  • Customers expect a greater level of attention, and a near-instantaneous response, from organisations.
  • Given this loss of control, organisations need to listen and respond effectively to customer-initiated activity. When a complaint or comment about your company appears in the public domain, you need to act smart and act fast.

Benefits of Social Insight into Action | Our Approach | Our Capabilities

 

Benefits of Social Insight into Action

By connecting social media analytics with structured information, case management and business process management, Social Insight into Action allows your organisation to turn social insights into action by addressing root causes and changing business rules in near real-time across channels.

This gives your organisation the ability not just to hear what your customers and competitors are saying, but to listen, analyse and respond in a fast, efficient and scalable manner so that you can deal with both opportunities and threats.

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Our Approach

Monitoring of social media and other unstructured text is only valuable if you can cut through the huge volumes of data, gain real insight, and turn that insight into action. That means:

  • Automating the analysis of unstructured content as much as possible to gain real facts from the data.
  • Combining the output with structured data from business information systems.
  • Forming a common understanding of social media within the context of the customer experience, understanding the opportunities and threats it creates.
  • Finally, organisations need to put in place a supporting operating model with the rightpeople, process and technology.
  • Social Insight into Action helps you do this, cutting through hype, filtering noise, and embedding insight into action within your organisation.

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Our Capabilities

We partner with you to improve your customer experience and achieve unique integrated Social CRM through implementation of Social Insight into Action.

It is by blending the capabilities of three best-in-breed providers – Capgemini, Pegasystems and Attensity - that we can offer this unique solution. As you implement Social Insight into Action with us, you’ll benefit from industry-leading consulting expertise, technology and implementation support.

During your implementation, we and our partners can help you with any or all of the following activities:

  • Understanding customer interactions: We map customers’ journeys to understand their needs and thinking styles, and work with you to define how digital channels impact your customer segmentation strategy.
  • Developing a Social CRM strategy: We help you to understand how social media risks and opportunities might affect you, and how they fit into your overall customer strategy.
  • Incorporating social media interactions into your wider multichannel strategy: We work with you to review existing processes for engaging with customers across different channels, and incorporate social media tools as an additional channel.
  • Adapting your operating model: We support you in adapting your operating model to embed Social CRM capabilities into your organisation.
  • Evolving your business processes: We define effective processes that give your organisation the flexibility and speed required for Social CRM, and support the implementation of these processes.
  • Integrating with your existing systems: We help you to build on your existing CRM and BI systems and processes, and link your new tools into them - a vital way of maximising the benefit of Social CRM.
  • Social media management as a managed service: We bring multifaceted technology to provide you with a flexible and open solution for listening, monitoring, analysing and interacting.
  • Resource augmentation: Our RightShore® strength can help you reorganise and allocate resources to address your social media requirements.

The flexibility of our approach ensures we can tailor the solution to your requirements and minimise changes to your legacy systems.

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