Social Relationship Monitoring for Public Sector
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Social Relationship Monitoring for Public Sector
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Social Relationship Monitoring for Public Sector
- 1. Oracle Social Cloud Complete, Integrated & Government-Ready Social Solution Tim Till Social and Commerce Consultant
- 2. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2 Program Agenda What is Social Relationship Management Why it Matters for Public Sector Organizations What Solutions Does Oracle Offer How are the Solutions Being Used
- 3. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3 42% of Facebook users have mentioned an organization in a status update ** #1 online activity is social * 65% of organizations say that social media is a critical risk to their reputation *** Citizens Power and Choice Government’s Power and Voice Citizens Are Taking Control of your message through technology & Social Platforms
- 4. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4 What is Social Relationship Management Social Relationship Management (SRM) - the processes an organization & institution uses to monitor, engage with, and activate the often large number of loose ties it maintains across open social networks. SRM goals for Government include: – Build Mindshare, Visibility, Transparency and Trust = Brand Equity for Government entities, – Increase Reach and Reduce time of Communication, – Improve services to citizens, – Communicate & Engage effectively with Youth
- 5. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5 Social Citizen Service Public Relations Email Web Awareness Campaigns Feedback Service / Policy Launch Reduce communication cost and time Digital Service Optimization Citizen Engagement Understanding Citizen Sentiments, Trends Reputation & Visibility Data Government as a Brand and Brand Management
- 6. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6 Fast Company: The 36 Rules of Social Media
- 7. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7 Fast Company: The 36 Rules of Social Media #Top Picks
- 8. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.8 Monitor & Measure Engage Effectively Social Marketing 2.0
- 9. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9 Monitor & Measure Engage Effectively Social Marketing 2.0 Maximizing the Use of Social Media
- 10. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10 Monitor & Measure Engage Effectively Social Marketing 2.0 Maximizing the Use of Social Media Effective Social Media Management in Government & Public Sector Activity Monitoring Alerts and Attention Building Awareness Grievance Management Voice of Citizen / Customer
- 11. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11 Monitor & Measure Engage Effectively Social Marketing 2.0 Maximizing the Use of Social Media Effective Social Media Management in Government & Public Sector Activity Monitoring Alerts and Attention Building Awareness Grievance Management Voice of Citizen / Customer Social Relationship Management for Enterprises and Businesses Brand Sentiment Tracking ORM Customer Service Lead Generation Social Commerce Social & Digital Campaigns
- 12. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12 Effective Social Media Management in Government & Public Sector Activity Monitoring Alerts and Attention Building Awareness Grievance Management Voice of Citizen / Customer Social Media Is A Low Cost Channel To Reach Citizens Examples of different program areas
- 13. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.13 ORGANIZATION OVERVIEW • The network serves a population of many millions, and thousands of square km’s. CHALLENGES / OPPORTUNITIES • Increasing use of mobile and social throughout transit system • Increase coverage of agency social • Extend capability to communicate • Improve capacity to support todays channels • Manage reputation SOLUTIONS • Oracle RightNow Service Cloud • Oracle Social Relationship Management US Transport Network RESULTS • Mobility increased use of social • Outbound emergency notifications • Deep listening to engage proactively • Reduced complaints • Faster response times • Automated social message routing to service • Driving positive reputation • Common view of customer
- 14. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.14 ORGANIZATION OVERVIEW • Motor company 10 brands, 157 countries, 200k employees • 20 US Facebook sites, 400 social channels, 500 agents CHALLENGES / OPPORTUNITIES • Increasing use of mobile and social • Extend capability to communicate • Improve capacity to support todays channels • Manage reputation • Customer service divisions SOLUTIONS • Oracle Red Stack • Oracle Social Relationship Management General Motors Company RESULTS • Integrated CX reduces customer complaints • Extend reach to 30+ languages • Better data improves communication • Improve capacity to support todays channels • Damage control • Agility and response improvement • Common vision for and of customers • Culture change to customer centricity
- 15. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.15 cut through noise to get to action performance monitoring social processes and permissions 1:m and crisis management 1:1 and tone of voice cost and time for content creation and publishing Social Social Challenges at Scale
- 16. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.16 Solutions Built to Help Enhance The Social- Based Citizen Experience • Listen: Understand citizens’ intentions • Engage: Reach citizens and respond real- time through the channels of constituent’s choice • Learn: Create better marketing campaigns, products and services with instantaneous citizens feedback • Measure: Enable intelligence driven decision making • Improve: Refine and adjust constituent strategiesSocial is ALWAYS ON
- 17. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17 Planning & Budgeting ERP Policy Automation Social Relationship Management Talent Management HCM Customer Experience Applications as a Service Platform as a Service Infrastructure as a Service Oracle Social Solutions Are a Key Component of Oracle’s Technology Solutions for Government
- 18. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18 www.oracle.com/goto/governmentcloud @OracleCloudZone #oraclecloud www.facebook.com/ OracleCloudComputing For More Information Oracle Social Cloud
Notas do Editor
- Consumers Are Now In Control: Consider this infographic technology magazine Fast Company ran in their recent social media issue. All the “rules” are interesting and clever but it’s #33 that stands out more than all. “Your Fans Own Your Brand”. Today, businesses have a chance to understand, learn and communicate better than ever before with their consumers—but it’s now a two-way street. Today’s consumer is empowered and in control. Businesses can quite literally begin to personalize and target for a better customer experience and relationship. And the treasure trove of data available across the social web – especially when integrated with current enterprise data – can provide a holistic view of your consumers – wants, needs, likes, desires, etc. – and allow your business to thrive like never before. Now more than ever, it’s critical to understand, engage and empower today’s consumer for a better consumer experience.
- Consumers Are Now In Control: Consider this infographic technology magazine Fast Company ran in their recent social media issue. All the “rules” are interesting and clever but it’s #33 that stands out more than all. “Your Fans Own Your Brand”. Today, businesses have a chance to understand, learn and communicate better than ever before with their consumers—but it’s now a two-way street. Today’s consumer is empowered and in control. Businesses can quite literally begin to personalize and target for a better customer experience and relationship. And the treasure trove of data available across the social web – especially when integrated with current enterprise data – can provide a holistic view of your consumers – wants, needs, likes, desires, etc. – and allow your business to thrive like never before. Now more than ever, it’s critical to understand, engage and empower today’s consumer for a better consumer experience.
- Cut through the noise. Break out into monitor & measure, Engagement, Marketing Customer Care Communications and PR Marketing
- Gov & Public Sector Security Sentiment management Engagement of customers Engagement with customers
- Passengers increasing use of mobile and social throughout transit system. Mobility increased use of social Enabled outreach regarding emergency notifications Service delivery teams perform deep listening to find opportunities to engage proactively Reduced complaints Enabled faster response time by monitoring social media Automated routing of incoming social messages to appropriate Service desk Driving positive reputation and common view of customer When vandalism occurs, customers inform, authority responds. Can measure the demographics. When a hurricane breaks, or rail lines, authority acts proactively. When new initiatives are launched, authority can market to / communicate with their audience, monitor conversation and reply automatically. Mobility has increased the use of social channels by their customers as they travel throughout the systems. Service and Social is helping transit get on step closer to common view of customer. Authority plans to extend their capability to support and communicate with customers across all channels including social, by adding SRM to their portfolio of CX enabling applications.
- Cost of Ignoring? Social Command “Center of Excellence”. 25 members of Social Customer Care, Communications (PR) and Marketing Customers don’t care about silos. They want and need service. Holistic and collaborative thinking, use of data enables GM to better know their customers. Daily and real-time reports, enable to stay atop of social game. Responding to enquiries, responding to complaints. Manage brand damage. GM’s social media monitoring has also helped it navigate two costly recalls, when 1.4 million cars were recalled for faulty ignition switches, and the second in September when an additional 221,000 sedans were recalled for faulty break pads. The synchronized teams redressed customers’ grievances and did effective damage control by being responsive. Also able to identify flaws via Social listening, and engage accordingly.
- Now the main disruption in delivering this sustainable growth is that your customer journeys have fundamentally changed in a relatively short period of time. The channels by which your customers are interacting and purchasing are multiplying (shop, phone, email, web sites, search engine, social media) & Mobility has revolutionised the need for anywhere, instant, 24x7 information The multitude of channels and the unpredictability of their access makes consistency of orders, products, prices, offers and experiences an extremely complex challenge.
- Amongst these use cases, all facets of SRM are being applied to drive organizations to be more business and customer intelligent, and service the customers with modern communications.
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