Download - 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