1. SOCIAL ANALYTICS AND CUSTOMER INTELLIGENCE

2. 2
Use of data
One-to-one customer
profiling on Big Data
technology
VALUE PROPOSAL
Improving customer experience through knowledge
Constructs a 360º profile of
each customer and fan,
adding to internal data
information from Social Media.
Captures valuable
information for designing
more profitable, striking and
effective commercial actions.
Offers key indicators to get to
know each customer, with the
purpose of improving his
experience and contributing to
his loyalty.
Enables the focus to be on
smart customization as a
means of attracting and
retaining customers.
INTERESTS
Name, Email
Demographic profile
Profession / Education
Favorite places
Interests and tastes
SOCIAL DATA
Social influence
Promotional
Engagement
VALUE DATA
Billing
Sales
Interactions
[…]
INTERNAL DATA
DATABASE + ANALYTICAL MOTOR
of individual customer and fan profiles
360º
Socialization
of CRM
One-to-one
segmentation
Greater ROI
campaigns
Advanced
customization
TV
…
Series Actors
Presenters
Programs
Characters

3. 3
SOCIAL LISTENING & SOCIAL PROFILING
Conversation analysis & User analysis
Classification and grouping of
fans according to specific criteria
It is based on identification,
which enables the incorporation
of customer data into CRM or
the BI platform
The brand can customize
customers’ experience and
launch more accurate campaigns
with a greater impact for the
chosen public
This is based on the user’s consent,
which makes it possible to find out what
he shares, what he likes, who he follows,
what he says…
SOCIAL PROFILING
Capturing of basic information
at macro level.
Following up on trends and
interactions of the general
public.
Monitoring of conversations
and users on social media for
certain key words.
No private information is obtained at
user level because it is not based on
the individual’s consent.
SOCIAL LISTENING
360º vision
Advanced customization
+
More feedback
Business and Innovation
opportunities
Global, segmented
analysis on actual and
potential customers
Quicker and more
personalized customer
service

4. 4
SOCIAL LISTENING & SOCIAL PROFILING
Conversation analysis and User analysis
Social
Listening
Segmentation
by interest
36 categories
300+ subcategories
Popular vs.
Representative
+

5. 5
SOCIAL LISTENING & SOCIAL PROFILING
Conversation analysis and User analysis
Social
Profiling
Benchmark of
interests
General interests vs brand
followers’ interests
Community around the
brand vs. other brands’
communities
Score of
interests
At individual level
Classification
according to level of
affinity to an interest
User’s
profile
Value
Influence
Engagement
Interest
Brands
Products
Activities
Persons
Locations
Favorite places
Destinations
Trips
Conversations
Posts
Topics
Apps / Contacts
Events
STRATEGIC INFORMATION
FOR DEFINING
CAMPAIGNS
Loyalty campaign
Campaigns for capturing
customers from the
competition
Cross marketing
campaigns
Micro-segmented
campaigns
Personalized
communications

6. 6
HOW IT WORKS
Big Data Technology
PROFILE
User Authorization
SOCIAL LOGIN
BIGDATATECHNOLOGY
DATA MINING
What does he do?
RESEARCH
What does he think?
SOCIAL ANALYSIS
What does he talk about?
OUTPUT
DASHBOARDSBD/CRM
WiFi
WEB
MOBILE APP
SOCIAL
PROMO APP

7. 7
ADVANTAGES OF SOCIAL CRM
Expanding CRM with customers’ social profiles
Knowledge of
users’
relationship
with the brand
How do they
react to the
brand’s social
actions? Do they
share? Do they
comment?
Knowledge of
users’ interests
In relation to the
brand and in
relation to other
brands, tastes
and interests.
Detection of
valuable and
influential
users
To execute
specific actions
with them and
for them.
Much more
precise
audience
segmentation
Grouping
according to
common tastes,
concerns and
needs.
Knowledge of
the customer’s
actual or
potential value
In terms of
consumption
and with regard
to metrics such
as Authority,
Influence and
Engagement.
Personalization
of
communication
and marketing
actions
Adapted to each
group’s interests
and value, and
focusing on the
impact through
emotion.
?

8. 8
SOCIAL LOGIN
User’s consent for access to data
One-time registration
in multi-channel contexts
Website where data obtained from
registrations from different channels
converge
SINGLE
SIGN ON
Homogeneous information
Facilitates the integration of data from
different sources into CRM
In exchange for the transfer of his
data, the user expects to receive a
more personalized service from
the brand
Makes registration process
easier
Enables the maximum
possible amount of
information to be collected
Improves the experience
through flexibility and
customization

9. 9
TRAQUS MODULE
Location & contextual marketing on WiFi
Capture platform
and location data
analysis in real time.
An effective means for
monitoring, analyzing and
understanding
customers’ behaviour at
physical points of sale in
the same way as it is
analyzed for online points
of sale.
CUSTOMER
ANALYTICS
Knowledge and
segmentation AGE GENDER COUNTRY DATES CAMPAIGNCONSUMPTIONTIMES
LOCATION
ANALYTICS
Identification of
“hot points”CASH
REGISTER
RECEPTION DEPT. CENTER REGIONSERVICE CHAIN
CUSTOMER DATA
Connected to WiFi
BROWSING
SURVEYS
USER DATA
QUALITY OF THE
SERVICE
NETWORKS
CUSTOMER DATA
for segmentation
PAYMENTS
LOYALTY
OWN OR THIRD PARTY
PROGRAMS
APP / WEB
MORE DIRECT
COLLECTION
AUTHENTICATION ON WiFi
DATA FROM THE DEVICE
With activated WiFi
LOCATION
MODEL
ID. MAC
TEMP IN ZONE
DATE/TIME
NEW?

10. 10
TRAQUS MODULE
COMMON ZONES
PARKING EXTERIOR
LEISURE ZONES
TRANSIT ZONES
SHOPS
PARKING INTERIOR
APPROACHES / PUBLIC
ROAD
CASH DESK POSTS
ATTENTION POSTS
ATTENTIONPOSTS
ATTENTION POSTS
OPERATIONS FLOOR
ENTRANCE
OTHER
COMMERCIALPOSTS
OFFICES AND
COMMERCIAL
POSTS
ADVANCED
Display
BASIC
Display
Listens to the messages
issued by the AP on
detected devices (WiFi
associated or not)
Standardizes data, ruling
out extreme and incoherent
records and data evasion
Recovers data from the DB
and adds it, depending on
the filters applied by the
user
Groups and categorizes
data to obtain the
implemented metrics
Makes pre-calculations and
aggregations that will enable
the final results to be
obtained
The data persists in a
database
BEACONS DIGITAL
SIGNAGE
WIFI AP
INTEGRATION
for capturing customer data
LOYALTY
SYSTEM
MOBILE
APP
SOCIAL
MEDIA
SMS MKT
EMAIL MKT
…
SURVEYS OTHER
SYSTEMS
CRM / PMS BILLINGQR CODES
Location and contextual marketing on WiFi

11. www.plexus.es
info@plexus.es
[+34] 902 998 005