Buzzient Social CRM for Telecoms, featuring integration with Oracle, Salesforce, Zendesk, NetSuite and other apps. Business drivers include social customer service, ARPU improvement, etc.

1. We
Make
Customer
Engagement
Social
Timothy
B.
Jones,
CEO
tbj@buzzient.com
@tbjbuzzient

2. Social
Data
Creates
Problems
 Enterprise
apps
are
blind
to
Social
Data
 Enterprises
don’t
know
what
customers
are
saying,
to
them,
about
them,
or
to
1B+
prospec>ve
customers
Property
of
Buzzient,
Inc.
1

3. The
SoluDon:
Buzzient
Buzzient
makes
Social
Media
visible
and
opera.onal
to
exis>ng
customer
engagement
applica>ons
via
SaaS
subscrip>ons
Property
of
Buzzient,
Inc.
2

4. Buzzient
Social
Media
PlaHorm
 Social Data Source Harvesting
 Social Engagement Layer
 Social Data in Enterprise Application
ecosystem for Loyalty, Sales and Service
Engagement Layer
Harvesting Layer
Property
of
Buzzient,
Inc.
Connect via Application APIs,
Buzzient Connectors and
Buzzient Open API
3

5. Buzzient
provides
the
ONLY
cloud
and
on-­‐
premises
embedded
engagement
for
Social
CRM
Property
of
Buzzient,
Inc.
4

6. CompeDDve
Advantages
1. Buzzient
is
the
only
social
app
that
integrates
social
data
with
SaaS,
hybrid,
and
on-­‐premises
applica>ons
2. Buzzient
EnterpriseTM
can
run
in
the
public
cloud,
private
cloud,
or
installed
on-­‐premises
3. Buzzient
has
developed
proprietary
data
crawlers
so
third
par>es
like
GNIP,
DatasiR
are
not
required;
however
aggregators
can
be
included
as
data
sources
4. Buzzient
has
proprietary,
patented
technology
for
analyzing
social
media
sen>ment
5. Buzzient
deploys
an
API
for
rapid
development
of
integra>ons
with
new
enterprise
applica>ons
Property
of
Buzzient,
Inc.
5

7. Buzzient
Benefits
to
Telecoms
•
•
•
•
•
•
Reduc>on
of
Customer
Churn
Lower
cost
than
Social
Command
Centers
CPGA
(Cost
Per
Growth
Addi>on)
Reduc>on
Subscriber
growth
ARPU
increase
through
targeted
upsells
OEM
vendor
management
Property
of
Buzzient,
Inc.
6

8. Buzzient
Benefits
to
Telecoms
• Reduc>on
of
Customer
Churn
– Social
now
a
required
service
channel
– Ina[en>on
to
social
channel
in
service
=>
consumers
churn
off
to
compe.tors
Property
of
Buzzient,
Inc.
7

9. Buzzient
Benefits
to
Telecoms
• Lower
cost
than
Social
Command
Centers
–
24/7
coverage
w/o
addi>onal
headcount
– Automated
– Scalable
as
subscriber
base
grows
Property
of
Buzzient,
Inc.
8

10. Buzzient
Benefits
to
Telecoms
• CPGA
Reduc>on
– Social
channels
are
low
cost
customer
acquisi>on
means
– Same
Buzzient
applica>on
used
to
support
customers
can
be
leveraged
for
subscriber
recruitment
• Engagement
with
non-­‐
subscribers
=>
recruitment
Property
of
Buzzient,
Inc.
9

11. Buzzient
Benefits
to
Telecoms
• Subscriber
Growth
– Given
the
MOU
on
social
channels,
a
prime
environment
for
subscriber
recruitment
• Embedded
Buzzient
Publisher
for
outbound
campaign
messaging
• Social-­‐to-­‐email
Integra>on
with
marke>ng
automa>on
apps
for
more
sophis>cated
campaigns
Property
of
Buzzient,
Inc.
10

12. Buzzient
Benefits
to
Telecoms
• ARPU
Increase
– Dell
has
proven
social
can
be
used
to
upsell
customers
(Dell
Outlet)
– New
data
plans,
features,
handsets
can
be
offered
through
social
channels
to
increase
ARPU
Property
of
Buzzient,
Inc.
11

13. Buzzient
Benefits
to
Telecoms
• OEM
Vendor
Management
– User
feedback
on
devices
can
drive
carriers’
retail
mix
as
well
as
revenue
subsidies
Property
of
Buzzient,
Inc.
12

14. Buzzient
for
Telecoms
Property
of
Buzzient,
Inc.
13

15. Case
Study:
Social
Customer
Care
with
4G
Network
Rollout
Customer
Support;
Social
CRM
Integra.on
with
Oracle
CRM
On
Demand
The
Company
• YTL
Communica>ons
Leading
interna>onal
Telecommunica>ons
Service
Provider,
B2C
&
B2B
offerings
4G
marketplace.
• 4G
Rollout
in
Q3
‘10
Property
of
Buzzient,
Inc.
The
Challenges
The
Buzzient
SoluDon
• Monitoring
user
• Provided
a
way
to
monitor
feedback
comments
to
Facebook
and
Twi[er
improve
and
reinforce
reviews
in
real
>me
service
performance
• Buzzient
Sen>ment
Index
• Lower
customer
service
provides
line
of
business
costs
managers
yards>ck
social
• Customer
Service
customer
sa>sfac>on
Enhancements
• Can
respond
directly
to
• Sugges>ons
problem
posts
in
seconds
• Complaints
• Posi>ve
comments
• Priori>za>on
of
Service
Requests
The
Results
• Customer
Support
Sat
scores
up
32%
• Customer
AdopDon
4G
increased
20%
14

16. Case
Study:
Global
Telecommunica>ons
Customer
Support;
Social
CRM
Integra.on
with
Oracle
CRM
On
Demand
The
Company
• Na>onal
Service
Provider
of
triple-­‐play
services
• Serves
rural
Midwest
and
southeast
• Specific
capabili>es
for
hearing-­‐impaired
market
The
Challenges
• Monitoring
user
feedback
comments
to
improve
and
reinforce
service
performance
• Lower
customer
service
costs
• Priori>za>on
of
Service
Requests
Property
of
Buzzient,
Inc.
The
Buzzient
SoluDon
• Provided
a
way
to
monitor
Facebook
and
Twi[er
reviews
in
real
>me
• Buzzient
Sen>ment
Index
provides
line
of
business
managers
yards>ck
social
customer
sa>sfac>on
• Can
respond
directly
to
problem
posts
in
seconds
The
Results
• Rolling
out
new
service
layer
with
social
customer
care
included
15

17. We
Make
Customer
Engagement
Social
Timothy
B.
Jones,
CEO
tbj@buzzient.com
@tbjbuzzient