Helping Telcos Engage with Customers via Social Media

An effective social media strategy enables you to leverage your customers’ personal and professional networks to grow your business and increase revenue. Following in-depth research and years of experience working with the world’s leading telecommunications providers, Capgemini has created a suite of social media solutions to help companies better engage with customers, respond to issues more quickly, and gain customer loyalty.

Social Media Solutions to Make Connections Count

By leveraging social media effectively, your company can reach more people, while creating deeper and more engaging connections that support your corporate strategy. With an effective social media strategy, you can experience:

• Improved customer loyalty
• Greater return on marketing investment
• Reduced operating and labor costs
• Increased IT efficiency
• More customer lifecycle moments of value

Capgemini’s 4 social media solutions include:

• Sales upgrades and offers automation: automate the gathering and sharing of relevant sales information to enable faster and more cost effective marketing and sales processes
• Loyalty vouchers and rebates: attract and reward customers through coupon and loyalty automation software that combines deep customer knowledge with marketing partnerships
• Customer complaint scenarios: reduce the expense of managing complaints while providing quicker, more personal responses
• Brand management: proactively monitor and analyze customer sentiments, comments and trends using innovative data analysis tools and technologies

Treating Social Media as an Information Asset

Capgemini helps telecommunication companies realize the benefits of social media without the pain, cost, and stress of building a new IT infrastructure. Our approach is based on a thorough understanding of social media and multichannel customer management, as well as the latest and still-evolving technologies.

We treat social media as another enterprise information asset that should be incorporated into the overall enterprise information map. Leveraging new technologies, we help you to increase return-on-investment by combining a strategic, top level approach to business with existing systems – namely the implementation of Service-Oriented Architecture (SOA), Master Data Management (MDM), and cloud technologies.

Find out more in our 4-part series on social media solutions:

• Trends in Social Media
• Crisis of Inertia
• A Path Forward
• Making the Business Case