The customer engagement and the growth of ROI, a story of actionable digital insights
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The customer engagement and the growth of ROI, a story of actionable digital insights Maurizio Mesenzani Chorally Ltd
Transcript of The customer engagement and the growth of ROI, a story of actionable digital insights
The customer engagement and the growth of ROI, a story of actionable digital insights
Maurizio Mesenzani Chorally Ltd
Fresh, rapidly growing, proven with enterprise clients
Rich background in data science, enterprise applications
Italy/UK based, employs 25 professionals
Expanding to Europe and US
WelikeCRM and Chorally at a glance
Our profile Company timeline
We simplify multichannel management allowing a customer single view and
empowering effective customer engagement.
Selected Customers Main Partners
Our Vision
A different vision of engagement: every employee, every conversation, every channel
customer interaction
customer collaboration
customeradvocacy
The Age of Data
Engagement?
“ The last step is understanding
that every customer just wants to be happy.
“
Paul Greenberg
… e voi state facendo engagement?
Quali sono i KPI che misurano il vostro successo?
Quali sono i dati critici?
Le aree IT riescono a soddisfare la richiesta di agilità e velocità dettata dai clienti?
Avete in casa gli skill necessari per le sfide della data science?
La cultura aziendale supporta l’innovazione necessaria a questo adeguamento?
Il budget e la priorità assegnata sono sufficienti e coerenti con le strategie?
Oppure siete schiavi della ... vanity?
Potete non fidarvi di noi … ma loro?
Dipende!
Quali metriche guardare?
Use case di successo
Involve subject matter experts in the extended
organisation in order to offer faster and better customer
service
Use case di successo
Resolve customer requests through social
media in order to improve customer satisfaction and
brand affinity
Use case di successo
Gamify processes and reward customers and employee in order to
incentivize behaviors, such as content creation, open collaboration or sharing
Use case di successo
Enrich & Unify customer profiles in order to improve
customer knowledge
No, pratica!
Teoria?
Chorally Success story
beforesocial channels managed by marketing or not at all. - time to response > 1 day- escalation managed by email- fragmentation in customers data
after
800 agents using the tool to manage the page.55 customers involved in the social care process.100.000 users now using social channels.Time to response around 5 min.10x cost reduction in managing issue
H3G customer service ratings rise from bottom to top in independent survey.
H3G
Quantifiable benefits
1
2
Reduction in FTE: 3-5 worth € 4 Million
Churn reduction 20% worth € 2 Million
Upsell up 15% worth € 3 Million
3
Time to breakeven: 4 months
First year ROI: 224%
Wish list di prodotto
- gestione multilingua
- disponibilità dei dati storici
- facilità di costruzione delle query di ricerca
- raffinamento dei monitor durante l’uso per
migliorare le performance
- possibilità di personalizzare gli export dati
- possibilità di costruire workflow di gestione
- integrazione con ambienti legacy (CRM, credito…)
