Challenges: -To counter the prevailing negative sentiment on the web -Listen and monitor online conversations -Engage users who are not happy with the service and offer solutions -Predict and manage situation with potential of full blown crisis for the brand Solution: -Put a multi-stakeholder SCRM process in place engaging online communities, customer care executives, management and online properties of the brand -Used state-of-the-art social media monitoring tool to track online conversations -Created user maps of communities engaging in conversations related to the brand -Aggressively engage unhappy customers by offering them speedy solutions -Tracking online brand sentiment with speedy response for any spike in negative sentiment

1. ’s
Case Study for Social CRM
Client -
www.odigma.com Private and Confidential

2. Challenges
† To counter the prevailing negative sentiment
on the web
† Listen and monitor online conversations
† Engage users who are not happy with the
service and offer solutions
† Predict and manage situation with potential of
full blown crisis for the brand
www.odigma.com Private and Confidential 2

3. Solution Devised for MTS
† Put a multi-stakeholder SCRM process in place engaging
online communities, customer care executives,
management and online properties of the brand
† Used state-of-the-art social media monitoring tool to track
online conversations
† Created user maps of communities engaging in
conversations related to the brand
† Aggressively engage unhappy customers by offering them
speedy solutions
† Tracking online brand sentiment with speedy response for
any spike in negative sentiment
www.odigma.com Private and Confidential 3

4. Results
www.odigma.com Private and Confidential 4

5. Efforts Praised by MTS Customers
www.odigma.com Private and Confidential 5

6. Benefits of SCRM
† Create positive word of mouth
† More Sales: If you are engaged with people and are having
conversations with them one to one, positive
recommendations can lead to a sale
† Lead Generation: People are looking online for information,
services, product information, and recommendations, tapping
these people can generate leads
† Complaint Management: We identify and track the issues
with your brand
† Promotions: SCRM helps in promoting new products and
services as you already have a vibrant and active community
www.odigma.com Private and Confidential 6

7. Thank You
www.odigma.com Private and Confidential 7