Social CRM

Customer relationship based on social network

INGENIUM's Social CRM

We have always been active on CRM and we believe that is one of the most important business practices.

Ingenium knows that today the information is social, it is free, not under the control of anyone. To cope with this info-revolution we propose to our Customers to enhance their current CRM experience toward the Web2.0 and the Social Networks to give to their Customers the best possible Customer Experience. That is why we have partnered with RightNow.com the leader in Web and Social CRM.

Connect With Your Customers
RightNow Social Experience empowers you to connect with your most passionate customers, so you can leverage their collective wisdom and brand loyalty to further your business goals.

Business Challenges

• The social web has changed the shape of customer relationships
• Consumers wield increasing power and influence over your brand
• A flawless customer experience is crucial for customer satisfaction
• Complaints on the social web can turn into PR problems in a matter of hours

Solution
RightNow Social Experience offers a two-pronged approach to the social web. First, RightNow Cloud Monitor allows you to monitor conversations on Twitter, YouTube, RSS feeds, your Facebook fan page, and other social channels, and then helps you respond quickly and appropriately. Second, RightNow communities enable you to integrate social media as a seamless part of your overall brand strategy. Together, they allow you to engage your customers in authentic conversations that increase customer satisfaction, build loyalty, and drive your business goals.

"We needed a significant amount of flexibility to support all of our different audiences. Generating true engagement was going to require something slightly different for each of them.”

- Jan Poston Day, Senior Director of Client Engagement, Blackboard

Features

Create An Integrated Social Media Experience For Your Customers
RightNow combines social media monitoring tools with online community solutions for a seamless social experience.

• Support Communities
• Innovation Communities
• Cloud Monitoring
• RightNow CX for Facebook
• Social Experience Design
• Leverages RightNow Engage for customer insights and proactive, relevant customer communication and surveys that build loyalty and drive revenue

Put The Social Web To Work For Your Business With RightNow Social Experience
RightNow Social Experience helps you reach out to your customers and bring them into the fold—allowing you to:

• Increase customer loyalty and lifetime value
• Reduce agent-assisted interactions
• Develop and launch better products, faster
• Boost search engine optimization
• React in minutes to avoid PR firestorms
• Uncover new revenue streams
• Convert more leads into sales
• Improve customer satisfaction and Net Promoter scores
• Integrate the social experience with all other customer touchpoints