case studies nov2011_finalpdf

1 Buzzient.com

The Company • Entertainment

applications developer

• Millions of players

• 15+ applications

• Millions in revenue in

2010

The Challenges • Users were putting

comments in negative

reviews

• Lower review scores

were directly effecting

downloads and usage

• In-app purchases

decreased

The Buzzient Solution • Provided a way to monitor

reviews in real time

• Buzzient Sentiment Index

provides application

managers yardstick for

tracking new feature

introductions

• Can respond directly to

problem posts in seconds

The Results

• Staffing costs

reduced 75%

while 4X

increase in

social media

analyzed

• Average monthly

billings/user up

80% in 2011

• Revenue growth

of 300%

Customer Support; Social Media Monitoring

Case Study: Entertainment Applications

2 Buzzient.com

Case Study: Travel and Hospitality

The Company • Leading sightseeing

cruise company

• Hosting over 5,000

events and 440,000

guests annually

The Challenges • Monitoring user

feedback comments to

improve and reinforce

service performance

• Up-sell post cruise

experience

• Desire to calculate

Brand Sentiment in

near real time

The Buzzient Solution • Provided a way to monitor

Facebook and Twitter

comments in real time

• Buzzient Sentiment Index

provides line of business

managers social

customer satisfaction

• Can respond directly to

problem posts in seconds

• Opportunity to up-sell

based upon experience

The Results

• Launched new

sub-brand.

• 10% increase in

bookings

Customer Support; Sales

3 Buzzient.com

Case Study: Global Telecommunications

The Company • Leading international

Telecommunications

Service Provider, B2C

& B2B offerings 4G

marketplace.

• 4G Rollout in Q3 ‘10

The Challenges • Monitoring user

feedback comments to

improve and reinforce

service performance

• Lower customer

service costs

• Prioritization of Service

Requests

The Buzzient Solution • Provided a way to monitor

Facebook and Twitter

reviews in real time

• Buzzient Sentiment Index

provides line of business

managers yardstick social

customer satisfaction

• Can respond directly to

problem posts in seconds

The Results

• Wins “Best New

Service” Global

Industry Award

• 250% growth in

4G channel

• Dramatic churn

reduction

Customer Support; Social Media Monitoring, Social CRM

4 Buzzient.com

Case Study: Retail

The Company • Leading High End

Retailer

• Multiple Brands

• WS

• Pottery Barn

• PB Kids

• PB Teen

• West elm

The Challenges • Monitoring user

feedback comments to

improve and reinforce

brand/promo

performance

• Monitoring Aggregate

Sentiment across

brands consistently

• Periodic Executive

Reports

The Buzzient Solution • Provided a way to monitor

Facebook and Twitter

reviews in real time

• Buzzient Sentiment Index

provides line of business

managers yardstick social

customer satisfaction

• Daily tracking of

promotions, sentiment

and campaigns

The Results

• Able to identify

potential product

recalls weeks

earlier

• Net revenues up

5% in

challenging

economic

climate

Crisis Management; Social Media Monitoring

5 Buzzient.com

The Company • Leading commercial

aerospace

manufacturer

• Global Marketplace

• Multiple customers

The Challenges • Monitoring feedback

comments to

determine social media

sentiment

• Comparative analysis

regarding main

competitors

• Periodic, consistent

measurement & brand

awareness

The Buzzient Solution • Provided a way to monitor

Facebook, Twitter and

industry specific blogs in

real time

• Buzzient Sentiment Index

provides overall brand

sentiment with respect to

company & competitors

• Weekly executive reports • By Product Line

• Aggregate Index

• Trends week to week

• By source as compared

to competition

The Results

• Consistent

Sentiment

Scoring vs.

Competition

• Increased in

brand awareness

• Brand value

increased 30%

on BrandFinance

500

Customer Support; Crisis Management

Case Study: Manufacturing