1. www.crowdengineering.com

2. CrowdEngineering
• Company
• Developing Enterprise Level crowdsourcing platform &
Social CRM solution
• Operating in USA and Europe since 2008
• Customers
• Active in Mktg & CRM markets in Telco, Finance, Media,
Government industries (>$1M revenues in 2011)
• Recognition: CrowdEngineering has been recognized by
industry analysts for uniqueness of its social CRM approach
• IP: secured patent 8,099,311 for smart crowdsourcing

3. Call deflection is easy
75% 5% 20%
Full Service Community Self Service
Call Center Forums
If only more users selected these lower cost
channels…
Why don’t more users select these channels?

4. CrowdEngineering: Call Deflection
Made Easy
60% 15% 25%
Full Service Community Self Service
Call Center Forums
Innovative approach to self service and community support can
reduce contact center load by another 10-15%

5. Step 1: Make it easy
My DVR isn’t recording…

6. Step 2: Reliable Community Support
Apply CRM call center processes, skills based routing, escalation,
SLAs, reporting and more, to crowd support

7. Every ticket closed
CrowdForce automatically
assigns question to best
available expert
User submits
question online
Expert responds and
user receives Expert answers or
immediate diverts to another
notification of answer expert or to a CSR

8. Recognize and reward
All experts are ranked.
Reward your top
contributors
The system will not
assign new questions
to “experts” with poor
ratings

9. Step 3: Answer Central
All questions and
answers are recorded
and automatically
suggested when new
issues are entered

10. Customize and integrate
Fine tune the
workflow.
Implement SLAs
CrowdForce is installed on premise and
integrates with your existing UI and
CRM)

11. Crowd4Self: the evolution
Crowd4Self Bridging the Gap
Crowdsourcing
Small/Medium
Crowd4Self Businesses
Departments
Individuals

12. Thank You!
Gioacchino La Vecchia
gio@crowdengineering.com
+1 (650) 215-3295
+39 335 627-8222