Telenet is a 4P cable operator in Flanders and Brussels with over 2.1 million customers and 2,200 employees, 58% owned by Liberty Global. Telenet has internal social media guidelines and uses several social media channels like Twitter, Facebook, and forums to engage with customers. Telenet takes a cross-functional approach to social care, treating social crises as around-the-clock events, and uses tools like Engagor to manage workflows and measure engagement across all of its social media platforms and accounts.

1. Telenet,
a social
care
story
26/09/2013
Steven Degelaen - @sdegelaen
Online Conversation Manager 1

2.  Telenet in a nutshell
 Social @ Telenet
 Telenet on social media
 Social care
 Tools
 Q&A
The next 30 minutes...
9/26/2013 2

3.  4P cable operator in Flanders and
Brussels
 2.1M+ customers
 2200+ employees
 58% owned by Liberty Global
Telenet in a nutshell
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4.  Internal guidelines
• Everything is accessible, be responsible
 De Gele Draad
• Internal collaboration
 Reporting
• Daily, weekly, monthly, yearly
• Know your audience
Social @ Telenet
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5.  Geeky start of ^CH in 2007
• Listen before you start talking
 Main channels
• Twitter (28K+ followers)
• Facebook (70K+ fans)
• Forums
Telenet on social media
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0
10000
20000
30000
40000
50000
60000
70000
80000
Followers
Fans

6.  Specific content accounts (Telenet
Entertaint, Sporting Telenet)
 Conversation platform Snap!
Telenet on social media
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7.  Cross-functional, non-silo approach
 Internal network is crucial
• Know & involve everyone
 Content calendar
• Plan what you can, be ready for the rest
 Co-creation & continuous
improvement loop
Social care
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8.  Social care team
• Dedicated vs blended
• Extended operating hours
 Align with contact center & customer
 A social media crisis is not a 9-to-5 event, it
happens at 9 to 5 (on a Friday)
• Hire socials, not writers
• Empower the team
 Train your colleagues, send reports
Social care
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9.  Evolution from free to professional
tools
 Reporting and engagement
 Workflow management
 To measure is to forecast
Tools
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10.  Why Engagor @ Telenet?
• 1 tool for many purposes
 Blend all platforms and accounts into 1 tool
 Compare all metrics
 Determine campaign outcome
 Engage
Tools
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11.  Why Engagor @ Telenet?
• Flexibility (filters, dashboards, ...)
Tools
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12.  Why Engagor @ Telenet?
• Benchmark with competitors
• Local presence & support
• Easy rollout within contact center
Tools
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13.  To develop further
• KPI’s
• Teams/workflows
• Integration in/link to other CRM systems
for full overview
Tools
9/26/2013 13

14. Thank you!
Questions?
9/26/2013 14
Steven Degelaen - @sdegelaen
Online Conversation Manager