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Social Media Monitoring for Microsoft Dynamics CRM

some.jpgThese days, there is no doubt that social media and the Internet have totally changed the way customers inform themselves and buy products. This shift has given customers a lot more power. Power to access information about products/services and the ability to share their personal experiences.

 

HP clients have determined that they can no longer ignore this trend and want to deliver great customer experiences across every channel to achieve sustainable business advantage.

 

 

Hospitality Company listens to social media channels to improve customer service

Last year, a leading company in the hospitality sector asked HP Enterprise Services to create a solution which would listen to their social media channels, allow them to analyse posts and engage on relevant conversations - all from within the Microsoft Dynamics CRM tool.

 

After a going through a thorough requirements engineering phase, an HP intellectual property social media monitoring accelerator was designed, built, tested and implemented which supports the following functionalities:

  • Monitor multiple social media accounts for Facebook and Twitter

  • Respond to social media messages using public messages, actions (i.e. like and favorite) and private messages

  • Enrich you CRM contacts data with social media data

  • Provide conversation history control - review past social media interactions with customers

  • Language recognition

  • Sentiment analysis - analyze and prioritize client conversations based on keywords

  • SLA management

  • Advanced contact center routing - assign an incoming post to the correct team based on key words, sentiment and language

     

    HP IP.jpg

The solution has been live since October 2013 and has handled thousands of social media messages which were posted directly on the 27 social media accounts we are currently monitoring for our customer. Social media posts are handled faster, centralized and in a similar fashion ultimately leading to a better customer service which is a major differentiator for our customer.     

 

Currently we are only supporting the Facebook and Twitter channels, but we are looking to rapidly expand this by plugging into our ‘HP Social Customer Engagement Management Services – Social’ offering which would give us access to a wide range of social media channels and functionalities.

 

Our solution can run in either a private cloud or on-premise instance of MS Dynamics CRM. Please contact us for more information or if you are interested in a demo or setting up a proof of concept on hpmicrosoftdynamicscrm@hp.com.

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About the Author
Over the past 5 years, I have participated in the different stages of delivering Microsoft Enterprise Applications to customers as large as ...


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