dreamforce - "you got your social in my crm"
DESCRIPTION
Dreamforce presentation showing our implementation of social with CRM to improve Customer Care business processes.TRANSCRIPT
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Nigel BlackwellNigel Blackwell
IT Manager
@nigelblackwell
mobro.co/nigelblackwell
IT Manager
@nigelblackwell
mobro.co/nigelblackwell
Ryan SmithRyan Smith
Digital Marketing Manager
@ryahmic
mobro.co/ryahmic
Digital Marketing Manager
@ryahmic
mobro.co/ryahmic
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Royal Canin at a glance
Knowledge & respectKnowledge & respect
Nutritional philosophyNutritional philosophy
Health benefitsHealth benefits
Quality & food safetyQuality & food safety
Sustainable developmentSustainable development
• Innovation based on observation & science• Tailor-made Health Nutrition
• Precision & delivery of nutrients
• Precisely adapted nutritional solutions
• ISO 9001 & ISO 22000• Supplier audits & validation• Raw material validation
• People• Planet• Performance
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A brief history of Royal Canin Canada
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Our Canadian business
2,500 breeders80,000 puppy/kitten kits25,000 pet owner contacts11 dedicated associates
2,700 clinics56 dedicated associates
2,300 specialty stores45% KA’s, 55% independents48 dedicated associates
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How we integrate social with Salesforce
Since spring 2013, we have been utilizing Radian6 to Salesforce
integration for 2 use cases: Social Customer Care
• Listen to our brand Facebook page – Royal Canin Canada
• Create cases for customer enquiries
• Engage & resolve cases
Marketing Campaign Management• Listen to all social media channels for campaign mentions
• Create cases for on topic conversations
• Engage & drive reach of campaign messaging
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How it happens (social post)
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How it happens (Radian6 listening)
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How it happens (Salesforce case creation)
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How it happens (internal collaboration)
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How it happens (reply to last post)
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How it happens (Facebook response)
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How it happens (Salesforce measurement)
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The power of social
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What’s next
We’re just getting going, but have gained some solid learnings from
our pilot projects: What we can recommend:
• Start small to ensure success & service
• Have a bold vision of creating your social enterprise
What we’re working on:• Expanding roll-out to more business units
• Increasing data quality & meaningfulness of social contacts
• Service ratings by case
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All about Royal Canin Canada
Royal Canin is a global manufacturer of premium Health Nutrition
products for cats & dogs. The business has been operational in
Canada since 1999. Social Customer Service has enabled us to:
Reduce response time for customer social enquires
Increase service levels
Improve efficiency of Customer Care business process for social
cases
Extend brand reach through high-quality, one-to-one social
engagement