>> Car Maker
Situation :
> failure to continuously monitor blogs and forums on emerging online criticism on a product by a group to be identified and traced
> 15 professionnels work two hours a day
> eight departments are in charge of manually collecting information from a few press sources
> press fallout and CRM tools throughout the network are the principal indicators of customer satisfaction
> the follow-up of sensitive subjects or emerging crises is reactive instead of proactive
> knowledge capital is not efficiently shared
Solution: real-time alerts and monthly reports
> 900 qualified blogs in 17 countries and 14 languages are automatically analysed
> more than 30 products and 50 themes are monitored and analysed in a monthly report that permits monitoring of information
> in dealing with customer reactions, the company shows more reactivity to weaker signals
> recipients now study customer reactions as shown by the network and the press while providing online reactions
> the investment is one quarter of the amount for realising an internal monitoring system
