Honda Motor Europe, like many large organizations, is constantly looking to improve the utilization of social media and broaden the use of it in daily operations. Honda has been moving quickly with their social strategy and has seen great results in just a few months. Now that the various teams and departments at Honda Motor Europe have real-time access to social media data in house, they can track the effectiveness of their campaigns, increase the reach of their PR efforts, and gain a better sense of how they stack up against their competitors.

1. Case Study / Honda Motor Europe
Honda Motor Europe Uses Salesforce Radian6 to
Scale Social Company-wide
The Challenge and the creation of extensive reports. Additionally,
the community team uses Salesforce Chatter to
Honda Motor Europe, like many large organizations, connect with the various team members in the
is constantly looking to improve the utilization of countries quickly and more seamlessly. They have
social media and broaden the use of it in daily established a chatter group where they can discuss
operations. The team at Honda is managing social the best approach for any queries they receive on
media efforts across many countries, each with their various social media channels.
own campaigns and objectives. In the past individual
departments have initiated social media activities.
However, Honda Motor Europe wanted to involve The Result
the entire company in an integrated social media
Honda has been moving quickly with their social
strategy, provide access to social data in real time
strategy and has seen great results in just a
and engage with its customers. In order to achieve
few months. Now that the various teams and
this, a comprehensive and agile structure had to be
departments at Honda Motor Europe have real-time
put in place.
access to social media data in house, they can track
the effectiveness of their campaigns, increase the
The Approach reach of their PR efforts, and gain a better sense of
how they stack up against their competitors. They’ve
Honda has developed a strong social media strategy, also been able to efficiently monitor the number of
and is using Salesforce Radian6 to ensure that social customer service queries they have resolved, and
is at the core of their European organization. They improve response times.
have implemented a social solution that focuses
on several key areas – bringing data closer to “Salesforce Radian6 allows us a great combination
different divisions, improving communications and of data thanks to the analysis dashboard, direct
relationships with their customers, and ensuring they customer interaction with the Engagement Console
have a seamless workflow between team members, and internal collaboration thanks to Salesforce
departments as well as across countries. To do Chatter. Moving forward, we want to combine the
that, Honda employed local community managers in monitoring with our existing tools, to use the social
several European countries. They are now working for data in a comprehensive way across the company”,
the benefit of all departments and increase interaction explains Simon Nicholson, Social Media Manager for
and cooperation especially between the Marketing, Honda Motor Europe.
PR, and Customer Service teams.
Right now Honda is working on implementing the
The community managers are using the Radian6 Salesforce Social Hub in order to automate parts
Engagement Console to monitor and interact with of the workflow and reduce the workload for the
thousands of people who mention the brand online community managers. The long-term goal for
every month and distribute these social posts to the the team at Honda Motor Europe is to give their
right stakeholders within the organization. Radian6 dealerships access to the Radian6 Engagement
analysts support the team for the data evaluation Console to help bring them into the social
conversation.
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