This deck shows the extraordinary implementation options and advantages of the software-as-a-service by http://www.service-community.net in order to get customers more involved and to leverage their knowledge and ideas for better customer care.

1. Customer helps customer! A community solution for better customer service on the corporate website and via mobile! integrated with: Hi Marleen, please go to www.driverguide.com ! Steve :) Hi, where can I get the latest driver update? Customer question: Best community answer:

4. 3. Social & mobile web have become a mass market for digital ads * http://www.youtube.com/watch?v=6ILQrUrEWe8

6. 5. Our mission and strengths that lead to a better customer care 1. Open up mobile technologies & the web for customer dialogues… 2. Motivate customers to discuss products on the corporate site… 3. To monetize Q&As as valuable content… 4. Implement and grow communities … 5. Integrate user generated content into CRM processes… 6. Leverage the “wisdom of the crowds” for call centers… 7. Work with over 600 specialists as moderators… How does this work…?

8. 7. Our focus within the customer care value chain Strategy & Planning Implementation & Testing Execution Consultancy Services Project Management Services Staff Social Media Training SEO & SEM Moderation Analysis TechnicalServices and Hosting ASP for Whitelabel Community Software CRM Call-Center Services, Voice-Help-Desk Strategic Partners Our core focus

10. 9. Benefits of Customer Service Communities (Forrester) * Forrester study: „The ROI of Online Customer Service Communities“. For more infos please click here or visit blog.service-community.net … ROI: 99% over 3 years! Payback < 12 months*! How does this work…?

12. 11. References

13. 12. Your contact Björn Behrendt (CEO) Tel: +49 (0) 30 99296936-9 Fax: +49 (0) 30 99296936-5 Email: [email_address] Twitter: www.twitter.com/crmcommunity Website: http://en.service-community.net Blog: http://blog.service-community.net Address: hiogi GmbH Ackerstr. 3a D-10115 Berlin, Germany Here, you can create your 30-days free evaluation community: en.service-community.net

14. A1. Member Communities reach 67% of online population Consumers will inform themselves more and more within groups, in communities and via google!

15. A2. Engage consumers in a more open and honest way… Not perceived as advertisement Companies need to open up towards group opinions and user-generated content! Agencies need to leverage new channels!

17. A4. Community user become older and more active…