Customer Success Story
Driving Sales Conversion and Enhancing Customer Satisfaction in Non-Voice Services
This case study underscores the power of innovative technology and strategic planning. While the specific brand name remains undisclosed, this success story illustrates the potential of CRM solutions in enhancing brand engagement during high-stakes events, thanks to the partnership between TSI and the major fast-food player.
The Challenge
Super Bowl Sunday is a fiercely competitive day in the fast-food industry, with numerous brands vying for consumer attention. The challenge was clear: how could the company respond to every interaction on Facebook and Twitter from customers and fans in real-time? The goal was to foster deeper connections and drive engagement while maintaining the high-quality standards of customer service. Traditional methods of managing social media interactions fell short, necessitating a new and innovative approach.
The Approach
Recognizing the need for a groundbreaking approach, TSI embarked on the development and testing of a custom CRM solution using Salesforce.com. This solution was meticulously crafted over several months leading up to the Super Bowl event and was part of a pilot Social Media Contact Management program.
Key components of the solution included:
- Real-time Monitoring: A sophisticated monitoring system was established to track every Facebook and Twitter interaction mentioning the brand in real-time.
- Automated Responses: Leveraging Salesforce.com’s automation features, tailored responses were generated instantly, ensuring consistent and timely engagement with customers and fans.
- Data Analysis: In-depth data analysis tools were integrated, providing insights into customer preferences, sentiment analysis, and trending topics related to the event.
- Team Coordination: A dedicated team of social media managers worked in sync with the CRM system to maintain the highest standards of customer service and responsiveness.
- Scalability: The system was designed to seamlessly integrate with the company’s existing infrastructure and accommodate future growth.
The Results
The implementation of the CRM solution on Super Bowl Sunday yielded remarkable results:
100% Response Rate: The company achieved an unprecedented milestone by responding to every Facebook and Twitter activity in real-time, demonstrating a strong commitment to customer engagement.
Total Engagement: A total of 274 interactions were recorded, indicating a significant increase in customer engagement compared to previous Super Bowl Sundays.
Enhanced Customer Insights: Data collected during the event provided valuable insights into customer preferences, allowing the company to tailor their marketing strategies more effectively in the future.
Positive Brand Perception: Proactive and timely responses enhanced the company’s brand perception, earning praise from customers and fans alike.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
