Lithys - Digital Customer Excellence Awards

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"The Lithys" recognize and celebrate customers that are using Lithium to solve problems, create new products, innovate and engage with their customers at entirely new levels to create true business value.

2015 winners will be announced at LiNC on June 2nd, 2015. More on the 2015 Lithys. You can browse all previous entries and winners by using labels & statuses below.

The stories are amazing.


 
New Idea
Status:
2015 Lithy Submission

Lithys 2015: Ooredoo - Excellence in Customer Sati...

By JaniceK

Company: Ooredoo Qatar Ooredoo logo.jpg

Entry submitted by: Muna Barakat (monabarakat) Community Manager

Community: Ooredoo Community (http://community.ooredoo.qa/

Lithy category: Excellence in Customer Satisfaction 

 

Ooredoo Qatar is a telecomm company based in Qatar. It is the first telecom company in the country. Ooredoo is a provider of mobile services, wireless and wire-line services, entertainment services, and content services, with varying market share in the domestic and international telecom markets and in the business (corporations and individuals) and residential markets.

 

Ooredoo went international few years back to include eight other telecom companies in countries such as, Kuwait, Oman, Maldives, Myanmar, Tunisia, and Algeria. Today, Ooredoo serve more than 90 million people internationally.

 

However, our Ooredoo Community is cozy when it comes to size. We focus on Qatar’s market that has around 2 million people. We launched Community on May 2014, so we are barely one year old.

 

Our 2014 customer satisfaction intiatives

 

Every person in Qatar has at least one device or service from Ooredoo. Due to our verity of services, we have high pressure on our customer service. Although we support our customers on many online and offline channels such as our website, Facebook, twitter, snapechat, instagram, call center, and shops, but we wanted to do the extra mile and offer our customers a unique experience where they can get help from their peers. This is where Lithium role comes!

 

We launched our forum around a year ago, but we are already seeing it grow nicely with members, quality content, and getting picked up by Google Although we haven’t done aggressive paid campaign, so this growth is mostly organic.

 

Ooredoo’s initiative to always offer what is new and different is what attracts customers to it. Peer to peer, social support forum, such as the solution that Lithium offers isn’t a common trend in Qatar or even the region. Being the first of its kind has pros and cons because it is harder to educate the public about these forums. The choice of having a young female community manager is also an indication of unorthodox practice, because Ooredoo is all about the end result and not following what is common or average.

 

Being keen on customer satisfaction, we wanted to hit three main areas:

  • Humanize our brand
    • Weather you are an Ooredoo staff or regular customer on Community, we encourage the user to show his character. Our style of writing is more casual. The result? Customers started to change the image of a faceless corporate, and having names associated with Ooredoo such as the team working on Community like me, and other Ooredoo staff members.
  • Own our content
    • You saw a solution of how to restart your Wi-Fi device of Facebook five months ago. Today, your Wi-Fi started to act up and you need this valuable post, could you find it? With many social media channels like Facebook, twitter, and instagram, it is very tiring and sometimes impossible to find old content.
    • Owing our content meant hassle free to our customers. And it was a win/win solution for our product team that could monitor feedback and gain market research info in a way, AND our customers who don’t have to wait on the phone for many cases.
  • A hub for customers to share, chill, and be heard
    • Increasing enthusiasm level toward our brand
    • get personal with our customers, know who they are, what changes they need, and what they like to watch as a movie so we can include it on our Mozaic service, and many other scenarios.

 

Our results

 

There is a causality effect between Community and decrease in customer complaints, but we don’t think it is a direct causality.

 

However, we have many posts from our super-users, and active users who expressed their satisfaction, or promoted our Ooredoo services on Community countless times, such as this topic that gave a review to our most common services:

 

ooredoo 1.png

 

This is an example of a user (who’s not a super user) who gave review on Mozaic service. In return, one of our senior experts on Mozaic replied to every points the user gave, provided future plans, and offered beta trail chances for the user to test. Here are some of the reactions:

 

ooredoo 2.png

 


Company: Ooredoo Qatar Ooredoo logo.jpg

Entry submitted by: Muna Barakat (monabarakat) Community Manager

Community: Ooredoo Community (http://community.ooredoo.qa/

Lithy category: Excellence in Customer Satisfaction 

 

Ooredoo Qatar is a telecomm company based in Qatar. It is the first telecom company in the country. Ooredoo is a provider of mobile services, wireless and wire-line services, entertainment services, and content services, with varying market share in the domestic and international telecom markets and in the business (corporations and individuals) and residential markets.

 

Ooredoo went international few years back to include eight other telecom companies in countries such as, Kuwait, Oman, Maldives, Myanmar, Tunisia, and Algeria. Today, Ooredoo serve more than 90 million people internationally.

 

However, our Ooredoo Community is cozy when it comes to size. We focus on Qatar’s market that has around 2 million people. We launched Community on May 2014, so we are barely one year old.

 

Our 2014 customer satisfaction intiatives

 

Every person in Qatar has at least one device or service from Ooredoo. Due to our verity of services, we have high pressure on our customer service. Although we support our customers on many online and offline channels such as our website, Facebook, twitter, snapechat, instagram, call center, and shops, but we wanted to do the extra mile and offer our customers a unique experience where they can get help from their peers. This is where Lithium role comes!

 

We launched our forum around a year ago, but we are already seeing it grow nicely with members, quality content, and getting picked up by Google Although we haven’t done aggressive paid campaign, so this growth is mostly organic.

 

Ooredoo’s initiative to always offer what is new and different is what attracts customers to it. Peer to peer, social support forum, such as the solution that Lithium offers isn’t a common trend in Qatar or even the region. Being the first of its kind has pros and cons because it is harder to educate the public about these forums. The choice of having a young female community manager is also an indication of unorthodox practice, because Ooredoo is all about the end result and not following what is common or average.

 

Being keen on customer satisfaction, we wanted to hit three main areas:

  • Humanize our brand
    • Weather you are an Ooredoo staff or regular customer on Community, we encourage the user to show his character. Our style of writing is more casual. The result? Customers started to change the image of a faceless corporate, and having names associated with Ooredoo such as the team working on Community like me, and other Ooredoo staff members.
  • Own our content
    • You saw a solution of how to restart your Wi-Fi device of Facebook five months ago. Today, your Wi-Fi started to act up and you need this valuable post, could you find it? With many social media channels like Facebook, twitter, and instagram, it is very tiring and sometimes impossible to find old content.
    • Owing our content meant hassle free to our customers. And it was a win/win solution for our product team that could monitor feedback and gain market research info in a way, AND our customers who don’t have to wait on the phone for many cases.
  • A hub for customers to share, chill, and be heard
    • Increasing enthusiasm level toward our brand
    • get personal with our customers, know who they are, what changes they need, and what they like to watch as a movie so we can include it on our Mozaic service, and many other scenarios.

 

Our results

 

There is a causality effect between Community and decrease in customer complaints, but we don’t think it is a direct causality.

 

However, we have many posts from our super-users, and active users who expressed their satisfaction, or promoted our Ooredoo services on Community countless times, such as this topic that gave a review to our most common services:

 

ooredoo 1.png

 

This is an example of a user (who’s not a super user) who gave review on Mozaic service. In return, one of our senior experts on Mozaic replied to every points the user gave, provided future plans, and offered beta trail chances for the user to test. Here are some of the reactions:

 

ooredoo 2.png

 

Status:
2015 Lithy Submission

Lithys 2015: Moe's Southwest Grill - Marketing Cha...

By JaniceK

Lithys 2015: Moe's Southwest Grill - Marketing Champion

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2015 02:08 PM - edited ‎04-28-2015 02:15 PM

Company: Moe's Southwest Grill  Moe's logo.jpg

Entry submitted by: Daley Michael (Moes) PR & Communications Coordinator

Klout Perks Customer

Lithy category: Marketing Champion 

 

Welcome to Moe’s!® Founded in 2000 in Atlanta, GA, Moe’s Southwest Grill is a fast-casual restaurant franchise featuring fresh, handmade, customizable southwestern food in a welcoming environment that rocks. Moe’s is committed to serving only the highest quality ingredients 100% of the time at all of our locations in the U.S and abroad. While Moe’s is best known for its burritos packed with a choice of more than 20 fresh, flavorful ingredients, the menu also features kid’s, vegetarian and low-calorie options, all served with free chips and salsa. Check out Moe’s online at www.moes.com.

 

As a growing brand, we don’t have the biggest budget when it comes to social ad buying. And no matter how you’re utilizing social ads, it always seems like content is being force-fed to viewers on a social news feed. People trust what their friends are doing and will follow that versus an ad. That’s why we felt Klout was perfect. As it relates to this particular campaign, we needed to hit a specific demo at a specific location at a specific time with influencers who had a Klout score of 50+ and loved burritos and spicy food. With Klout, you can really drill down on the exact audience you’re trying to reach. A lot of vendors can’t do that.

Moes 1.png

Klout’s network of influencers was the ideal fit for our brand because we value direct interaction with our biggest fans. Instead of a blanket campaign, we really appreciated the ability to carefully select a curated audience that we could directly connect with.

 

Our Klout Perks campaign

 

We implemented a campaign specifically for one of our biggest promotions of the year – Cinco de Moe’s. The goal was to build buzz around our new Spicy Guac and drive engagement by using Klout influencers  to spread awareness and anticipation of our annual Cinco de Moe’s event, thereby extending overall reach and creating brand ambassadors.

 

Moes 2.png

Moes 3.png

By partnering with Klout, we engaged influencers in the U.S. East Coast who produce related content on social media channels about burritos, Mexican food, and spicy food topics. We surprised and delighted them with Spicy Guac kits filled with branded Cinco de Moe’s items, including: t-shirts, sports bottles, headbands, and a stack of Moe’s gift cards to share with friends and family. We then encouraged influencers to visit a Moe’s Southwest Grill location on May 5th and share their positive experiences on social channels (i.e. tweet, Instagram and post on Facebook about their #CincoDeMoes experiences).

 

Moes 4.png

Moes 5.jpg

Our Perks campaign results

 

The campaign was a huge success. We achieved our goals of increasing reach and creating Moe’s brand ambassadors. Our unique reach was 8.48MM. Compared to Cinco de Moe’s 2013, we saw a 117% increase in social impressions and a 30% increase in Twitter mentions. In addition, we saw a +17.5% comp sales increase on May 5, 2014 versus May 5, 2013. Of the 10K+ content generated, 33% came from Twitter, 32% from Facebook, and 35% from Instagram.

 

We also saw an immediate lift in overall engagement on Instagram and Twitter, and we were able to give our influential customers a sense of exclusivity and empowerment. For example, many people noticed our influencers walk in with branded Cinco de Moe’s supplies, tweeting in-the-moment pictures to show off their exclusive gear. They were asking how they got their limited-edition Cinco de Moe’s items and commented that it was a cool gift. In turn, that unique exchange encouraged those customers to visit our social account asking how they, too, could become a Moe’s ambassador.

 

 Moes 6.jpg

Moes 7.jpg


Company: Moe's Southwest Grill  Moe's logo.jpg

Entry submitted by: Daley Michael (Moes) PR & Communications Coordinator

Klout Perks Customer

Lithy category: Marketing Champion 

 

Welcome to Moe’s!® Founded in 2000 in Atlanta, GA, Moe’s Southwest Grill is a fast-casual restaurant franchise featuring fresh, handmade, customizable southwestern food in a welcoming environment that rocks. Moe’s is committed to serving only the highest quality ingredients 100% of the time at all of our locations in the U.S and abroad. While Moe’s is best known for its burritos packed with a choice of more than 20 fresh, flavorful ingredients, the menu also features kid’s, vegetarian and low-calorie options, all served with free chips and salsa. Check out Moe’s online at www.moes.com.

 

As a growing brand, we don’t have the biggest budget when it comes to social ad buying. And no matter how you’re utilizing social ads, it always seems like content is being force-fed to viewers on a social news feed. People trust what their friends are doing and will follow that versus an ad. That’s why we felt Klout was perfect. As it relates to this particular campaign, we needed to hit a specific demo at a specific location at a specific time with influencers who had a Klout score of 50+ and loved burritos and spicy food. With Klout, you can really drill down on the exact audience you’re trying to reach. A lot of vendors can’t do that.

Moes 1.png

Klout’s network of influencers was the ideal fit for our brand because we value direct interaction with our biggest fans. Instead of a blanket campaign, we really appreciated the ability to carefully select a curated audience that we could directly connect with.

 

Our Klout Perks campaign

 

We implemented a campaign specifically for one of our biggest promotions of the year – Cinco de Moe’s. The goal was to build buzz around our new Spicy Guac and drive engagement by using Klout influencers  to spread awareness and anticipation of our annual Cinco de Moe’s event, thereby extending overall reach and creating brand ambassadors.

 

Moes 2.png

Moes 3.png

By partnering with Klout, we engaged influencers in the U.S. East Coast who produce related content on social media channels about burritos, Mexican food, and spicy food topics. We surprised and delighted them with Spicy Guac kits filled with branded Cinco de Moe’s items, including: t-shirts, sports bottles, headbands, and a stack of Moe’s gift cards to share with friends and family. We then encouraged influencers to visit a Moe’s Southwest Grill location on May 5th and share their positive experiences on social channels (i.e. tweet, Instagram and post on Facebook about their #CincoDeMoes experiences).

 

Moes 4.png

Moes 5.jpg

Our Perks campaign results

 

The campaign was a huge success. We achieved our goals of increasing reach and creating Moe’s brand ambassadors. Our unique reach was 8.48MM. Compared to Cinco de Moe’s 2013, we saw a 117% increase in social impressions and a 30% increase in Twitter mentions. In addition, we saw a +17.5% comp sales increase on May 5, 2014 versus May 5, 2013. Of the 10K+ content generated, 33% came from Twitter, 32% from Facebook, and 35% from Instagram.

 

We also saw an immediate lift in overall engagement on Instagram and Twitter, and we were able to give our influential customers a sense of exclusivity and empowerment. For example, many people noticed our influencers walk in with branded Cinco de Moe’s supplies, tweeting in-the-moment pictures to show off their exclusive gear. They were asking how they got their limited-edition Cinco de Moe’s items and commented that it was a cool gift. In turn, that unique exchange encouraged those customers to visit our social account asking how they, too, could become a Moe’s ambassador.

 

 Moes 6.jpg

Moes 7.jpg

Status:
2015 Lithy Submission

Lithys 2015: Optimizely - Most Creative Community ...

By JaniceK

Lithys 2015: Optimizely - Most Creative Community Promotion or Launch

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2015 01:47 PM - edited ‎05-19-2015 11:19 AM

Company: Optimizely Optimizely logo2.png

Entry submitted by: Amanda Swan (amanda_optly) Community Manager

Community: The Optiverse Community (https://community.optimizely.com/

Lithy category: Most Creative Community Promotion or Launch

 

Optimizely is the world's leading experience optimization platform, providing A/B testing, targeting and multichannel optimization for websites and mobile apps. The platform's ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-inspired decisions. Optimizely meets the diverse needs of more than 8,000 customers looking to deliver connected experiences to their audiences across channels. To date, those customers have created and delivered more than 7 billion optimized visitor experiences. To learn more, visit optimizely.com.

 

The goal of our Community promotion

 

We live in an increasingly digital and fast-paced world. Much of our daily interaction now exists online. When we’re unsure, we resort to Google or Quora. When we need help, we file a support ticket and expect our question to be answered instantaneously. What’s the challenge with this reality? It’s easy to forget that real humans are answering our support tickets, or responding to our community discussions.

 

So, for the 1 year anniversary of Optimizely’s community, Optiverse, I want to showcase the talented and fearless people who participate in our community every day. I created a weeklong campaign that was centered around the most crucial part of any community: its members. The goals of the promotion were 1) to make our community members proud that they are a part of Optiverse, and 2) to increase awareness about our community and encourage new registrations.

 

Our promotion strategy

 

We sent a message to our top community contributors and asked them to take a picture of themselves holding a sign that follows the prompt: “I am _______.” Each of these individual photos were used to create a video that emphasizes the idea -- “the whole is greater than the sum of its parts.” Each unique community member has an impact on the success of the Optiverse.

 

To distribute the video, we sent an email to all existing Community members and a separate emails to our customer base who have not yet joined the Community. Each had a unique message and CTA. We used Optimizely to drive each segment to a personalized community landing page.

 

We gave each of the featured members their own “social pack” to make it easy for them to share on social networks. The pack included their photo, suggested tweets and LinkedIn posts.

 

Over the course of the week, Optimizely shared the journey of the Optiverse on Twitter. We shared some data highlights of the past year, but the main focus around the people (see screenshots below). We posted pictures of our VIPS alongside quotes about why they love the Optiverse. Typically, “year in review” campaigns are centered around all the statistics, data points, and numbers that convey success, so this approach was unique.

 

Finally, as an added incentive, we had a “birthday gift giveaway” running all week long for certain actions. As part of the week-long campaign, we were choosing random winners who posted, shared a testing story, or shared the community across social networks. This was a fun way to reward our top members and to involve those who aren’t always so active.

 

Promotion results

 

Over the course of the week, we saw large increases in posts, unique visitors, pageviews, and registrations. Here are a few results:

  • Engagement (posts + kudos) increased 125% as compared to an average week in the prior month.
  • Registrations increased 81% as compared to an average week in the prior month.
  • Page Views increased 66% as compared to an average week in the prior month.
  • Visits increased 71% as compared to an average week in the prior month.
  • Unique Visitors increased 75% as compared to an average week in the prior month.

 

Our video

 

Optimizely 1.png

Optimizely 2.png

 


Company: Optimizely Optimizely logo2.png

Entry submitted by: Amanda Swan (amanda_optly) Community Manager

Community: The Optiverse Community (https://community.optimizely.com/

Lithy category: Most Creative Community Promotion or Launch

 

Optimizely is the world's leading experience optimization platform, providing A/B testing, targeting and multichannel optimization for websites and mobile apps. The platform's ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-inspired decisions. Optimizely meets the diverse needs of more than 8,000 customers looking to deliver connected experiences to their audiences across channels. To date, those customers have created and delivered more than 7 billion optimized visitor experiences. To learn more, visit optimizely.com.

 

The goal of our Community promotion

 

We live in an increasingly digital and fast-paced world. Much of our daily interaction now exists online. When we’re unsure, we resort to Google or Quora. When we need help, we file a support ticket and expect our question to be answered instantaneously. What’s the challenge with this reality? It’s easy to forget that real humans are answering our support tickets, or responding to our community discussions.

 

So, for the 1 year anniversary of Optimizely’s community, Optiverse, I want to showcase the talented and fearless people who participate in our community every day. I created a weeklong campaign that was centered around the most crucial part of any community: its members. The goals of the promotion were 1) to make our community members proud that they are a part of Optiverse, and 2) to increase awareness about our community and encourage new registrations.

 

Our promotion strategy

 

We sent a message to our top community contributors and asked them to take a picture of themselves holding a sign that follows the prompt: “I am _______.” Each of these individual photos were used to create a video that emphasizes the idea -- “the whole is greater than the sum of its parts.” Each unique community member has an impact on the success of the Optiverse.

 

To distribute the video, we sent an email to all existing Community members and a separate emails to our customer base who have not yet joined the Community. Each had a unique message and CTA. We used Optimizely to drive each segment to a personalized community landing page.

 

We gave each of the featured members their own “social pack” to make it easy for them to share on social networks. The pack included their photo, suggested tweets and LinkedIn posts.

 

Over the course of the week, Optimizely shared the journey of the Optiverse on Twitter. We shared some data highlights of the past year, but the main focus around the people (see screenshots below). We posted pictures of our VIPS alongside quotes about why they love the Optiverse. Typically, “year in review” campaigns are centered around all the statistics, data points, and numbers that convey success, so this approach was unique.

 

Finally, as an added incentive, we had a “birthday gift giveaway” running all week long for certain actions. As part of the week-long campaign, we were choosing random winners who posted, shared a testing story, or shared the community across social networks. This was a fun way to reward our top members and to involve those who aren’t always so active.

 

Promotion results

 

Over the course of the week, we saw large increases in posts, unique visitors, pageviews, and registrations. Here are a few results:

  • Engagement (posts + kudos) increased 125% as compared to an average week in the prior month.
  • Registrations increased 81% as compared to an average week in the prior month.
  • Page Views increased 66% as compared to an average week in the prior month.
  • Visits increased 71% as compared to an average week in the prior month.
  • Unique Visitors increased 75% as compared to an average week in the prior month.

 

Our video

 

Optimizely 1.png

Optimizely 2.png

 

Status:
2015 Lithy Submission

Lithys 2015: TELUS - Total Community All Star

By JaniceK

Company: TELUS Telus logo.png

Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager

Community: TELUS Neighbourhood (forum.telus.com

Social channels: http://facebook.com/telus and http://twitter.com/telussupport

Lithy category: Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.

 

Benefits of a Total Community

 

Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.

 

Our Total Community results

 

In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.

 

 

 

 


Company: TELUS Telus logo.png

Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager

Community: TELUS Neighbourhood (forum.telus.com

Social channels: http://facebook.com/telus and http://twitter.com/telussupport

Lithy category: Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.

 

Benefits of a Total Community

 

Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.

 

Our Total Community results

 

In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.

 

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Centrify - Support Savings MVP

By JaniceK

Lithys 2015: Centrify - Support Savings MVP

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2015 01:17 PM - edited ‎04-28-2015 01:19 PM

Company: Centrify Centrify logo.png

Entry submitted by: Raman Kumar, Sr. Director of Technical Support and Customer Success, and Anton Chiang (ac), Manager, Community and Support Programs

Community: Centrify Community (http://community.centrify.com)

Lithy category: Support Savings MVP

 

Centrify provides unified identity management across cloud, mobile and data center environments. Centrify solutions deliver single sign-on (SSO) for users, privilege management and auditing for security and compliance, and a simplified identity infrastructure for IT. Centrify is used by more than 5,000 customers worldwide, including half the Fortune 50.

 

Centrify provides unified identity management for end users and privileged users. With flagship products addressing needs for identity management across cloud, mobile and data centers the Support team interacts with IT admins every day with several skills sets spanning across *NIX, Windows, Active Directory, SAML to name a few. To Support this vas diversity of skills, the Centrify Support team believes that the Community (peers) of Centrify admins across the globe play an important role in collaborating with the experts at Centrify and on Customer premises.

 

As we grow our customer base, we are now taking a Community first approach to boot strap our Support team by virtually extending it to our MVP’s at thousands of customers’ locations. This has helped us two fold: first, we have happy customers who are constantly willing to share their knowledge and experience with other industry veterans in our space, and ensure that they share their best practices. Second, we are now able to reduce our costs to add engineers across every region, time zone and yet meet SLA’s and responsiveness by leveraging our Community on Lithium.

 

This has opened the doors for all our products to receive timely support. Our free product is only support by our Community, and this free peer support model is giving our champions (who have deployed in labs or very small environments) the support they need.

 

Our community categorized by different product lines: Centrify Server Suite (our on-premise product), Centrify Identity Service & Centrify Privilege Service (our cloud based product) and Centrify Express (our free product). All community members have read access to all categories and write access to our free Centrify Express forums. This enables Centrify to provide a positive user experience for our free product users, potentially leading to paid upgrade when their organizations expand.

 

For our paid customers, they have the option to ask their technical questions in the premium product forums. These questions are automatically escalated as support cases to our CRM if the community does not answer them within 24 hours. This ensures that our paid customers receive timely responses while Centrify reduces paid support contact volume.

 

Our organizational changes

 

At Centrify, we value support as a team that adds value to our customers and not a cost center. That being said, just like every successful and customer centric organization, we keep a close eye on our costs every year. The savings in Headcount to support our customers are re-purposed to make the Community and Centrify Support Portal more interactive and resourceful. With new products, new customers we are always innovating and ensuring that every type of customers who come to us for a help can easily find their answers. In the future, we will be enhancing the UI further to provide a single pane of glass for all existing customers to address their technical and product needs. The success of Community for our customers has also enabled the use of Community internally. It is a powerful tool that Support Engineers across the two Tiers and all locations worldwide use to collaborate, and ensure that the knowledge created is available for new engineers and cross functional on-boarding of engineers.

 

Our business results

 

Centrify Community started as a platform for our Express users to ask their questions and in the last 18 months we have opened this for every customer of our solution (paid or free).

 

In spite of growing our customers base and revenues by 2x, our team has been able to successfully support 5000+ customers and continuously achieve a 92%+ customers satisfaction*. Without enabling peer-to-peer community help, we would not be able to sustain such rapid growth while maintaining a high score for customer satisfaction.  Support Management at Centrify is always looking at metrics to drive more self-service, engineer efficiency and content creation (Knowledge articles).

 

*Customer Satisfaction is derived from 5 survey metrics that we collect from our customers. Every time a case that is opened with Technical Support team at Centrify, the customer will have an opportunity to provide their feedback on the products, people, and features / functionality of Centrify Solutions. Customer are asked to rate us on the 5 parameters (1) Case Owner Satisfaction (2) Overall Product Satisfaction (3) Product Quality (4)Features and Functionality and (5) Overall Support Satisfaction.

 

Centrify 1.png

We’ve seen steady community growth in the past 3 years. Q1 2015 we saw a year over year increase of user sessions by 31 %, and 13% increase in topic replies

 

More than 30k visits per month in indirect contact deflection. 40+ technical topics are answered and turned into searchable community knowledge for future use.

 

Centrify 2.png

Super-user Spotlight:

Centrify 3.png

 

Rich Multimedia Content:

Centrify 4.png

 

 

Wealth of technical information and resource in the community:

Centify 5.png

In-depth Community Generated how-to articles:

Centrify 6.png

 

 

 


Company: Centrify Centrify logo.png

Entry submitted by: Raman Kumar, Sr. Director of Technical Support and Customer Success, and Anton Chiang (ac), Manager, Community and Support Programs

Community: Centrify Community (http://community.centrify.com)

Lithy category: Support Savings MVP

 

Centrify provides unified identity management across cloud, mobile and data center environments. Centrify solutions deliver single sign-on (SSO) for users, privilege management and auditing for security and compliance, and a simplified identity infrastructure for IT. Centrify is used by more than 5,000 customers worldwide, including half the Fortune 50.

 

Centrify provides unified identity management for end users and privileged users. With flagship products addressing needs for identity management across cloud, mobile and data centers the Support team interacts with IT admins every day with several skills sets spanning across *NIX, Windows, Active Directory, SAML to name a few. To Support this vas diversity of skills, the Centrify Support team believes that the Community (peers) of Centrify admins across the globe play an important role in collaborating with the experts at Centrify and on Customer premises.

 

As we grow our customer base, we are now taking a Community first approach to boot strap our Support team by virtually extending it to our MVP’s at thousands of customers’ locations. This has helped us two fold: first, we have happy customers who are constantly willing to share their knowledge and experience with other industry veterans in our space, and ensure that they share their best practices. Second, we are now able to reduce our costs to add engineers across every region, time zone and yet meet SLA’s and responsiveness by leveraging our Community on Lithium.

 

This has opened the doors for all our products to receive timely support. Our free product is only support by our Community, and this free peer support model is giving our champions (who have deployed in labs or very small environments) the support they need.

 

Our community categorized by different product lines: Centrify Server Suite (our on-premise product), Centrify Identity Service & Centrify Privilege Service (our cloud based product) and Centrify Express (our free product). All community members have read access to all categories and write access to our free Centrify Express forums. This enables Centrify to provide a positive user experience for our free product users, potentially leading to paid upgrade when their organizations expand.

 

For our paid customers, they have the option to ask their technical questions in the premium product forums. These questions are automatically escalated as support cases to our CRM if the community does not answer them within 24 hours. This ensures that our paid customers receive timely responses while Centrify reduces paid support contact volume.

 

Our organizational changes

 

At Centrify, we value support as a team that adds value to our customers and not a cost center. That being said, just like every successful and customer centric organization, we keep a close eye on our costs every year. The savings in Headcount to support our customers are re-purposed to make the Community and Centrify Support Portal more interactive and resourceful. With new products, new customers we are always innovating and ensuring that every type of customers who come to us for a help can easily find their answers. In the future, we will be enhancing the UI further to provide a single pane of glass for all existing customers to address their technical and product needs. The success of Community for our customers has also enabled the use of Community internally. It is a powerful tool that Support Engineers across the two Tiers and all locations worldwide use to collaborate, and ensure that the knowledge created is available for new engineers and cross functional on-boarding of engineers.

 

Our business results

 

Centrify Community started as a platform for our Express users to ask their questions and in the last 18 months we have opened this for every customer of our solution (paid or free).

 

In spite of growing our customers base and revenues by 2x, our team has been able to successfully support 5000+ customers and continuously achieve a 92%+ customers satisfaction*. Without enabling peer-to-peer community help, we would not be able to sustain such rapid growth while maintaining a high score for customer satisfaction.  Support Management at Centrify is always looking at metrics to drive more self-service, engineer efficiency and content creation (Knowledge articles).

 

*Customer Satisfaction is derived from 5 survey metrics that we collect from our customers. Every time a case that is opened with Technical Support team at Centrify, the customer will have an opportunity to provide their feedback on the products, people, and features / functionality of Centrify Solutions. Customer are asked to rate us on the 5 parameters (1) Case Owner Satisfaction (2) Overall Product Satisfaction (3) Product Quality (4)Features and Functionality and (5) Overall Support Satisfaction.

 

Centrify 1.png

We’ve seen steady community growth in the past 3 years. Q1 2015 we saw a year over year increase of user sessions by 31 %, and 13% increase in topic replies

 

More than 30k visits per month in indirect contact deflection. 40+ technical topics are answered and turned into searchable community knowledge for future use.

 

Centrify 2.png

Super-user Spotlight:

Centrify 3.png

 

Rich Multimedia Content:

Centrify 4.png

 

 

Wealth of technical information and resource in the community:

Centify 5.png

In-depth Community Generated how-to articles:

Centrify 6.png

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: HP - Most Creative Community Promotio...

By JaniceK

Lithys 2015: HP - Most Creative Community Promotion or Launch

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2015 10:48 PM - edited ‎05-04-2015 12:44 PM

Company: HP HP logo.png

Entry submitted by: Siobhan Flanigan (Siobhan) Social Customer Care

Community: HP Support Forums (http://h30434.www3.hp.com/)

Lithy category: Most Creative  Community Promotion or Launch

 

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com

 

The goal of our Community promotion

HP 1.png

Imagine being able to gather insights that saved your company a million dollars, got your senior vice president to actively promote your community, and spiked every key performance metric for the cost of a few pizzas.

 

HP achieves this with HP Expert Days. These virtual events held on the HP Support Forums let customers connect with the employees who designed their product or wrote the manual. 

 

Customers love the event because they have access to the brightest minds in HP and can get help on any question they have whether or not the product is in or out of warranty. In addition, they can learn new ways to use their products such as how to set up a wireless network to print or stream a program to their TV.  Also since the HP Support Forums are optimized for search engines, posts with answers are viewed around 2,000 times. This means that customers are able to view the answers long after the day has ended.

 

The HP Expert video explains what the event is by driving awareness.

 

Months before the event, HP creates the materials needed to promote the event. By working closely with marketing, HP promotes the event on key sites such as Twitter, Facebook, LinkedIn, Google+, Instagram, Pinterest and now YouTube.

 

HP 2.jpg

The most recent and important promotion is the HP Expert Day video.  A well-produced video increases information retention by 50% and speeds-up buying decisions by 72% over a print brochure.* Making a video on HP Expert Day was a critical way to improve customer’s understanding about what HP Expert Day is and why they should visit the community.

 

*Source: The Wharton School of Business at the University of Pennsylvania

 

The results

 

HP Expert Days impact every community metric tracked.

 

HP 3.png

HP Expert Days connects our most valuable employees with our customers. For customers, it means that they can get an unparalleled level of expertise, which increases customer loyalty. It’s not every day that customers want to buy employees a beer.

“Your advice worked - thanks. If you ever come to Denmark I'll buy you a beer.”

 

Here are some other comments community members made:

“Thanks!!! It worked!! YOU ROCK! LOVE HP!”

“Again, thank you. It is comforting to know that the forums provide an excellent source for information in resolving issues.”

“You've DONE IT!!!  You've managed to walk me through this mess….I thank you with all my heart.”

 

Our video

 

 


Company: HP HP logo.png

Entry submitted by: Siobhan Flanigan (Siobhan) Social Customer Care

Community: HP Support Forums (http://h30434.www3.hp.com/)

Lithy category: Most Creative  Community Promotion or Launch

 

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com

 

The goal of our Community promotion

HP 1.png

Imagine being able to gather insights that saved your company a million dollars, got your senior vice president to actively promote your community, and spiked every key performance metric for the cost of a few pizzas.

 

HP achieves this with HP Expert Days. These virtual events held on the HP Support Forums let customers connect with the employees who designed their product or wrote the manual. 

 

Customers love the event because they have access to the brightest minds in HP and can get help on any question they have whether or not the product is in or out of warranty. In addition, they can learn new ways to use their products such as how to set up a wireless network to print or stream a program to their TV.  Also since the HP Support Forums are optimized for search engines, posts with answers are viewed around 2,000 times. This means that customers are able to view the answers long after the day has ended.

 

The HP Expert video explains what the event is by driving awareness.

 

Months before the event, HP creates the materials needed to promote the event. By working closely with marketing, HP promotes the event on key sites such as Twitter, Facebook, LinkedIn, Google+, Instagram, Pinterest and now YouTube.

 

HP 2.jpg

The most recent and important promotion is the HP Expert Day video.  A well-produced video increases information retention by 50% and speeds-up buying decisions by 72% over a print brochure.* Making a video on HP Expert Day was a critical way to improve customer’s understanding about what HP Expert Day is and why they should visit the community.

 

*Source: The Wharton School of Business at the University of Pennsylvania

 

The results

 

HP Expert Days impact every community metric tracked.

 

HP 3.png

HP Expert Days connects our most valuable employees with our customers. For customers, it means that they can get an unparalleled level of expertise, which increases customer loyalty. It’s not every day that customers want to buy employees a beer.

“Your advice worked - thanks. If you ever come to Denmark I'll buy you a beer.”

 

Here are some other comments community members made:

“Thanks!!! It worked!! YOU ROCK! LOVE HP!”

“Again, thank you. It is comforting to know that the forums provide an excellent source for information in resolving issues.”

“You've DONE IT!!!  You've managed to walk me through this mess….I thank you with all my heart.”

 

Our video

 

 

Status:
2015 Lithy Submission

Lithys 2015: Vodafone Germany - Marketing Champion

By JaniceK

Company: Vodafone GermanyVodafone logo.png

Entry submitted by: Sebastian (VF_Sebastian) Social Media Project Coordinator

Community: Vodafone Community (https://forum.vodafone.de/)

Lithy category: Marketing Champion

 

Vodafone Germany is a telecommunication company based in Germany, with more than 10,000 employees and its headquarters in Dusseldorf. It is a part of the Vodafone Group, amongst the largest telecommunication companies in the world. Currently more than 34 million people are making use of Vodafone services in Germany.

 

Regarding our service promise, we are providing an individual service support, anytime and anywhere, to our customers. In case of concerns the customer is able to get in touch with Vodafone channels 24 hours a day and 7 days a week. Due to different, individual customer requirements Vodafone pursues a multichannel strategy. Customers have the choice between different service channels such as email, chat etc. With the increasing relevance of Internet-based communication new channels are gaining a growing importance. Besides the other well-known social media networks, communities offer significant opportunities in terms of service quality, brand reputation and cost reduction. Customers have the opportunity to reveal and exchange experiences and often find an answer to their question in the community. Accordingly the portion of self-service is increased.

 

Since 2012 the community is an established Vodafone service channel. Vodafone Group awarded all Community Agents with our global internal employee “Hero Award” for effective work performance. The award was ceremonially passed in London.

 

Vodafone Germany 1.jpg

 

Marketing campaign

 

An important factor for a community is an active user base. To encourage our users we developed a community model allowing active users to jump to various new user levels depending on the number of posts submitted, Kudos collected and their solution comments. After the registration users climb up to a Super-User role in six steps. This strategy creates an intensive relationship between community and users. In addition Super-Users appreciate a special reputation within the community. In consequence of performance Super-Users stand out from the community. Currently our Vodafone community has more than 30 active Super-Users. Above all, Users consider their nomination as a pleasant experience. A Super-User profile reflects Vodafone’s goals of customer satisfaction.

 

To also bring this appreciation to the real world we invite our Super-Users to a yearly event to celebrate the cooperation between agents and Super-Users, where they get to know each other. A Super-User event is a solid part of the community loyalty strategy. For this purpose, Vodafone implemented an extra wild card, which allows one user to participate without a Super-User status. Within 6 months one of the Wild-Card-Participant has achieved Super-User status, because the person was so excited of this elaborate event.

 

  Super-Users are also involved in internal events and represent the customer's perspective beyond the community.  Super-Users are often product experts with deeply knowledge. Vodafone Product Managers value neutral customer feedback.  In terms of strategic development we can improve our service continuously.

 

Users appreciate posts from Super-Users as it is considered as authentic customer feedback. This year one of the Super-User wrote his 20.000 posts. A lot of users congratulate  this Super-User for his impressive performance.

 

Vodafone Germany 2.jpg

Furthermore Super-Users support Vodafone Social Media Team to administrate the eforum (e.g. close/move threads, mark answers as accepted). It is also common that they support us maintaining the e forum rules beyond moderator’s (VF employees) online presence.

 

As a part of the Kabel Deutschland merger, Vodafone also invited Kabel Deutschland agents to get to know the new team as well as Vodafone Super-Users. Each individual is essential and is part of the whole. 

 

To sum up Vodafone Super-Users are helping us to keep our service promise “Your personal service. We are only happy if you are.“ 

 


Company: Vodafone GermanyVodafone logo.png

Entry submitted by: Sebastian (VF_Sebastian) Social Media Project Coordinator

Community: Vodafone Community (https://forum.vodafone.de/)

Lithy category: Marketing Champion

 

Vodafone Germany is a telecommunication company based in Germany, with more than 10,000 employees and its headquarters in Dusseldorf. It is a part of the Vodafone Group, amongst the largest telecommunication companies in the world. Currently more than 34 million people are making use of Vodafone services in Germany.

 

Regarding our service promise, we are providing an individual service support, anytime and anywhere, to our customers. In case of concerns the customer is able to get in touch with Vodafone channels 24 hours a day and 7 days a week. Due to different, individual customer requirements Vodafone pursues a multichannel strategy. Customers have the choice between different service channels such as email, chat etc. With the increasing relevance of Internet-based communication new channels are gaining a growing importance. Besides the other well-known social media networks, communities offer significant opportunities in terms of service quality, brand reputation and cost reduction. Customers have the opportunity to reveal and exchange experiences and often find an answer to their question in the community. Accordingly the portion of self-service is increased.

 

Since 2012 the community is an established Vodafone service channel. Vodafone Group awarded all Community Agents with our global internal employee “Hero Award” for effective work performance. The award was ceremonially passed in London.

 

Vodafone Germany 1.jpg

 

Marketing campaign

 

An important factor for a community is an active user base. To encourage our users we developed a community model allowing active users to jump to various new user levels depending on the number of posts submitted, Kudos collected and their solution comments. After the registration users climb up to a Super-User role in six steps. This strategy creates an intensive relationship between community and users. In addition Super-Users appreciate a special reputation within the community. In consequence of performance Super-Users stand out from the community. Currently our Vodafone community has more than 30 active Super-Users. Above all, Users consider their nomination as a pleasant experience. A Super-User profile reflects Vodafone’s goals of customer satisfaction.

 

To also bring this appreciation to the real world we invite our Super-Users to a yearly event to celebrate the cooperation between agents and Super-Users, where they get to know each other. A Super-User event is a solid part of the community loyalty strategy. For this purpose, Vodafone implemented an extra wild card, which allows one user to participate without a Super-User status. Within 6 months one of the Wild-Card-Participant has achieved Super-User status, because the person was so excited of this elaborate event.

 

  Super-Users are also involved in internal events and represent the customer's perspective beyond the community.  Super-Users are often product experts with deeply knowledge. Vodafone Product Managers value neutral customer feedback.  In terms of strategic development we can improve our service continuously.

 

Users appreciate posts from Super-Users as it is considered as authentic customer feedback. This year one of the Super-User wrote his 20.000 posts. A lot of users congratulate  this Super-User for his impressive performance.

 

Vodafone Germany 2.jpg

Furthermore Super-Users support Vodafone Social Media Team to administrate the eforum (e.g. close/move threads, mark answers as accepted). It is also common that they support us maintaining the e forum rules beyond moderator’s (VF employees) online presence.

 

As a part of the Kabel Deutschland merger, Vodafone also invited Kabel Deutschland agents to get to know the new team as well as Vodafone Super-Users. Each individual is essential and is part of the whole. 

 

To sum up Vodafone Super-Users are helping us to keep our service promise “Your personal service. We are only happy if you are.“ 

 

Status:
2015 Lithy Submission

Lithys 2015: giffgaff - Most Creative Community Pr...

By JaniceK

Company: giffgaffgiffgaff logo cropped.jpg

Entry submitted by: Gregg Baker (greggHead of Community

Community: giffgaff Community (http://community.giffgaff.com)

Lithy category: Most Creative Community Promotion or Launch

 

giffgaff founded 5 years ago and known as “the mobile network run by you”, utilizes Lithium to provide a first class experience for our members. We don’t have call centers, high street stores or any of those expensive things, instead we are online only and pass on the savings to our members.

 

The goal of our Community promotion

 

The goal was based around loyalty. Rewarding the passion and effort from our members, positive reinforcement for other members to follow and a genuine thank you to our amazing community.

 

Our promotion strategy

 

Each year we look to acknowledge the outstanding efforts within our community, so we began an annual event known as “The GAFFTAs”. The GAFFTAs see members nominate other members for certain categories (such as most helpful, most welcoming, etc) and then a panel of judges from the Community will review these to determine the winner. This year we wanted to make this extra special so took it to the road, hand delivering the awards to the winners with a custom performance from two amazing performers – singing songs adapted for the winning members.

 

The results

 

It is hard to measure the quantitative value of an initiative like this. Qualitatively, it helped reinforce our values, it rewarded amazing members and kept them engaged, it empowered other members to be a part of the whole activity and it made our members feel even more special. That probably translates well when considering retention, life time value, loyalty, etc. Participation in the whole thing was strong, with 100s of nominations, 1000s of votes and lots of members getting involved in the whole thing.

 

Our video

 

 


Company: giffgaffgiffgaff logo cropped.jpg

Entry submitted by: Gregg Baker (greggHead of Community

Community: giffgaff Community (http://community.giffgaff.com)

Lithy category: Most Creative Community Promotion or Launch

 

giffgaff founded 5 years ago and known as “the mobile network run by you”, utilizes Lithium to provide a first class experience for our members. We don’t have call centers, high street stores or any of those expensive things, instead we are online only and pass on the savings to our members.

 

The goal of our Community promotion

 

The goal was based around loyalty. Rewarding the passion and effort from our members, positive reinforcement for other members to follow and a genuine thank you to our amazing community.

 

Our promotion strategy

 

Each year we look to acknowledge the outstanding efforts within our community, so we began an annual event known as “The GAFFTAs”. The GAFFTAs see members nominate other members for certain categories (such as most helpful, most welcoming, etc) and then a panel of judges from the Community will review these to determine the winner. This year we wanted to make this extra special so took it to the road, hand delivering the awards to the winners with a custom performance from two amazing performers – singing songs adapted for the winning members.

 

The results

 

It is hard to measure the quantitative value of an initiative like this. Qualitatively, it helped reinforce our values, it rewarded amazing members and kept them engaged, it empowered other members to be a part of the whole activity and it made our members feel even more special. That probably translates well when considering retention, life time value, loyalty, etc. Participation in the whole thing was strong, with 100s of nominations, 1000s of votes and lots of members getting involved in the whole thing.

 

Our video

 

 

Status:
2015 Lithy Submission

Lithys 2015: XL Axiata - Total Community All Star

By JaniceK

Lithys 2015: XL Axiata - Total Community All Star

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2015 10:11 PM - edited ‎04-27-2015 10:18 PM

Company: XL Axiata XL Axiata logo.png

Entry submitted by: Yudhistira (yudis) Manager- Digital Community

Community: Xplor Forum (http://xplor.xl.co.id)  

Lithy category: Total Community All Star

 

XL Axiata (XL) is one of Indonesia largest mobile telco company with more than 45 million active customers which majorly prepaid and high growth on mobile data service penetration. Running 2 brands; XL which focus on digital-life segment and AXIS which focus on cost-conscious segment. We are well-known as always one step ahead the competition through our breakthrough in customer-centric products and services. Our brand promise is to fulfilling our customer’s potential by empowering them to access and explore what's important to them through mobile internet, with XL : Now, You Can!

 

Social Customer Experience (SCX) is the key success factor for consumer brands in Indonesia. Indonesia is always in the world’s top-5 in terms of social media user and activities. Conversations about brands are happening anytime, anywhere – making customer reference more trusted than advertising.

 

XL Axiata takes this seriously. We developed our social channels since 2010, and today we have scored remarkable achievements in Indonesia's social media space; our brand-focused social media channels (XL 123 and XL Rame) have more than 5 million in follower base, and our customer care-focused twitter (XL Care) has reached 5 million monthly impressions. But, we have 3 fundamental problems to be solved:

  • Our Brand-focused channels have a very wide audience base but low engagement
  • On the other side, our Care-focused has a smaller audience but a lot deeper engagement
  • People always want to contribute in any way (good or bad), there is an opportunity to convert their contribution to become useful for other people by creating a mechanism called customers help customers

 

The Lithium-powered community can solve these problems by synergizing the advantages and enabling us to bring our SCX to the next level:

  • Powering our social channels with the best tools available, and
  • Build our own community platform to get the most contribution from our social channels (big audience with deep engagement)

 

We began by taking a look at the world’s best NPS for Telco: GiffGaff. The story has inspired us to learn their method, understand their success, and what enables them to do so.

 

We want the best solution to achieve our objective. Therefore, we compared Lithium with other 8 world-class candidates. After one year of a comprehensive process, we came to a final decision to implement a Lithium-powered Community and Lithium Social Web as the best solution to our needs and strategic objectives.

 

Benefits of a Total Community

 

Developing a Lithium-powered community and implementing LSW at the same time has redefined our digital strategy in managing customer engagement, optimizing team performance, and improving overall customer experience journey.

 

Our strategy is Omnichannel Customer Engagement. The journey starts from wherever our customer wants: website, social media, instant messaging apps, self-help apps, service centers, call center or physical experience center. After they get what they need (inquiry, purchase, campaign respond, customer support, etc.), then we direct them to get a better experience and wider engagement with our community members on our integrated digital community platform.

 

XL Axiata 1.png

XL Axiata 2.png

Furthermore, to provide an end to end community experience and to create closer engagement between community members, we frequently initiated offline events; either XL-hosted or Community-hosted. We use our Digital Lifestyle Experience Physical Center (Xplor) or places that meet their interests to held the events. This strategy positions Xplor Forum as the first online & offline community in Indonesia.

 

XL Axiata 3.jpg

XL Axiata 4.jpg

 

Meanwhile, LSW has solved our issues around experience & engagement across social media channels. Previously, we used various tools to perform different tasks i.e. identify prioritization, distribute to agents in order to respond the conversations, following up with CRM tools, run scheduled campaigns, monitoring sentiments and other activities we need to focus on. Now, it is all powerfully done through LSW, seamlessly:

  • Easier for our agents to deal with customer problem and provide greater customer experience
  • Team performance can be monitored in real-time by superiors
  • And the most important thing, LSW has created direct impact to what our customer feels:
    • Faster response
    • Better engagement resulting from real time customer insight and interaction history
    • Richer response through sharing from other customer’s experience (customers help customers)

 

LSW has met all our objectives to provide the easiest, reliable, and engaging social customer experience through digital channels.

 

XL Axiata 5.png

 

Our Total Community results

 

We just launched Xplor Forum community publicly on April 9, 2015.

 

XL Axiata 6.png

(Caption) XL launched Xplor Forum. From left to right: Yudhistira, Manager-Digital Community -- Rashad Javier Sanchez, Chief Brand and Customer Experience Officer -- Noviyus Kurniawan, VP-Customer Experience Management

 

XL Axiata 7.png

XL Axiata 8.png

(Caption) Grand launching is covered by more than 50 national media press, including 2 national TVs.

 

Although we don't have many metrics to share right now, there are a few outcomes that bring us much optimism. Here are signs that we are off to a good start:

  • Achieved score 100 out of 100 in Google user experience index for our mobile site. Which is more than 80% of our traffic coming from mobile.

XL Axiata 9.jpg

  • Achieved our first 1,000 members resulting from 3 months soft launch to our loyal customers and their social media circles

XL Axiata 10.png

  • The #1 Google Search Result for keyword “Xplor Forum”, competing with many websites that carry “Xplor” and “Forum” within their names.

 XL Axiata 11.png

  • Achieved +64 Net Promoter Score. We survey all of our registered members with Net Promoter Score methods with 53% sample take up rate.

 

  • Achieved more than 1,000,000 impressions on Twitter resulting from 2 offline events we held. We involved Key Opinion Leaders with social media viral campaign method.

Company: XL Axiata XL Axiata logo.png

Entry submitted by: Yudhistira (yudis) Manager- Digital Community

Community: Xplor Forum (http://xplor.xl.co.id)  

Lithy category: Total Community All Star

 

XL Axiata (XL) is one of Indonesia largest mobile telco company with more than 45 million active customers which majorly prepaid and high growth on mobile data service penetration. Running 2 brands; XL which focus on digital-life segment and AXIS which focus on cost-conscious segment. We are well-known as always one step ahead the competition through our breakthrough in customer-centric products and services. Our brand promise is to fulfilling our customer’s potential by empowering them to access and explore what's important to them through mobile internet, with XL : Now, You Can!

 

Social Customer Experience (SCX) is the key success factor for consumer brands in Indonesia. Indonesia is always in the world’s top-5 in terms of social media user and activities. Conversations about brands are happening anytime, anywhere – making customer reference more trusted than advertising.

 

XL Axiata takes this seriously. We developed our social channels since 2010, and today we have scored remarkable achievements in Indonesia's social media space; our brand-focused social media channels (XL 123 and XL Rame) have more than 5 million in follower base, and our customer care-focused twitter (XL Care) has reached 5 million monthly impressions. But, we have 3 fundamental problems to be solved:

  • Our Brand-focused channels have a very wide audience base but low engagement
  • On the other side, our Care-focused has a smaller audience but a lot deeper engagement
  • People always want to contribute in any way (good or bad), there is an opportunity to convert their contribution to become useful for other people by creating a mechanism called customers help customers

 

The Lithium-powered community can solve these problems by synergizing the advantages and enabling us to bring our SCX to the next level:

  • Powering our social channels with the best tools available, and
  • Build our own community platform to get the most contribution from our social channels (big audience with deep engagement)

 

We began by taking a look at the world’s best NPS for Telco: GiffGaff. The story has inspired us to learn their method, understand their success, and what enables them to do so.

 

We want the best solution to achieve our objective. Therefore, we compared Lithium with other 8 world-class candidates. After one year of a comprehensive process, we came to a final decision to implement a Lithium-powered Community and Lithium Social Web as the best solution to our needs and strategic objectives.

 

Benefits of a Total Community

 

Developing a Lithium-powered community and implementing LSW at the same time has redefined our digital strategy in managing customer engagement, optimizing team performance, and improving overall customer experience journey.

 

Our strategy is Omnichannel Customer Engagement. The journey starts from wherever our customer wants: website, social media, instant messaging apps, self-help apps, service centers, call center or physical experience center. After they get what they need (inquiry, purchase, campaign respond, customer support, etc.), then we direct them to get a better experience and wider engagement with our community members on our integrated digital community platform.

 

XL Axiata 1.png

XL Axiata 2.png

Furthermore, to provide an end to end community experience and to create closer engagement between community members, we frequently initiated offline events; either XL-hosted or Community-hosted. We use our Digital Lifestyle Experience Physical Center (Xplor) or places that meet their interests to held the events. This strategy positions Xplor Forum as the first online & offline community in Indonesia.

 

XL Axiata 3.jpg

XL Axiata 4.jpg

 

Meanwhile, LSW has solved our issues around experience & engagement across social media channels. Previously, we used various tools to perform different tasks i.e. identify prioritization, distribute to agents in order to respond the conversations, following up with CRM tools, run scheduled campaigns, monitoring sentiments and other activities we need to focus on. Now, it is all powerfully done through LSW, seamlessly:

  • Easier for our agents to deal with customer problem and provide greater customer experience
  • Team performance can be monitored in real-time by superiors
  • And the most important thing, LSW has created direct impact to what our customer feels:
    • Faster response
    • Better engagement resulting from real time customer insight and interaction history
    • Richer response through sharing from other customer’s experience (customers help customers)

 

LSW has met all our objectives to provide the easiest, reliable, and engaging social customer experience through digital channels.

 

XL Axiata 5.png

 

Our Total Community results

 

We just launched Xplor Forum community publicly on April 9, 2015.

 

XL Axiata 6.png

(Caption) XL launched Xplor Forum. From left to right: Yudhistira, Manager-Digital Community -- Rashad Javier Sanchez, Chief Brand and Customer Experience Officer -- Noviyus Kurniawan, VP-Customer Experience Management

 

XL Axiata 7.png

XL Axiata 8.png

(Caption) Grand launching is covered by more than 50 national media press, including 2 national TVs.

 

Although we don't have many metrics to share right now, there are a few outcomes that bring us much optimism. Here are signs that we are off to a good start:

  • Achieved score 100 out of 100 in Google user experience index for our mobile site. Which is more than 80% of our traffic coming from mobile.

XL Axiata 9.jpg

  • Achieved our first 1,000 members resulting from 3 months soft launch to our loyal customers and their social media circles

XL Axiata 10.png

  • The #1 Google Search Result for keyword “Xplor Forum”, competing with many websites that carry “Xplor” and “Forum” within their names.

 XL Axiata 11.png

  • Achieved +64 Net Promoter Score. We survey all of our registered members with Net Promoter Score methods with 53% sample take up rate.

 

  • Achieved more than 1,000,000 impressions on Twitter resulting from 2 offline events we held. We involved Key Opinion Leaders with social media viral campaign method.

Status:
2015 Lithy Winner

Lithys 2015: dtac - Most Creative Community Promot...

By JaniceK

Lithys 2015: dtac - Most Creative Community Promotion or Launch

Status: 2015 Lithy Winner
by Lithium Technologies JaniceK ‎04-27-2015 09:40 PM - edited ‎04-27-2015 09:42 PM

Company: Total Access Communication (dtac) dtac logo.jpg

Entry submitted by: Orraphan Saengsawat (nnnfonnn) AVP, Digital Service & Channel Strategy

Community: dtac Online Community (https://community.dtac.co.th/)

Lithy category: Most Creative Community Promotion or Launch

 

Total Access Communication Public Company Limited, commonly known as DTAC. We are one of Thailand's leading mobile service operators. Founded in August 1989, dtac currently has customer base of more than 28 million numbers (by Q2/2014) with various service freqencies of 800 MHz, 1800 MHz and recently acquired 2100 MHz – prompting dtac to be the only Network in Thailand with the biggest bandwidth at present.


The goal of our Community promotion

 

Our main objective was to build the customer centricity and cost savings from all forms of contact point, including call to call center, e-mails, social media posts. Customers will help to answer most of the cases.

 

When we talked about the goal of launching this community campaign, we wanted consumers knowing about dtac's new services so consumers could get closer to dtac and also ask questions, offer feedback on service, and share experiences and also their knowledge. We strived to have this campaign help move dtac SuperFans and brand advocates from other communities to be a part of this community and also help to drive engagement in our community.

 

Our promotion strategy

 

We’ve put more effort in the ‘launch stage’ period to establish the community. Most strategy and tactics focused on how to build brand awareness and get more active members participating in community. And in August 2014 dtac had the new CEO, K.Sigve, and our customers love him. So we created ‘Heart Talk with Sigve’, a live streaming event.

 

dtac 7.jpg

‘CEO COMMUNITY ENGAGEMENT SHOWS MEMBER ,YOU’RE THERE AND YOU CARE’

We hosted a Thai online influencer and dtac Superfans special dinner meeting with Mr.Sigve – dtac’s CEO on October 2015. We invited an additional 100 customers who are dtac’s SuperFans from our community to enjoy dinner and talk with our CEO. This special dinner was live broadcast via Youtube channel. And online customers were able to send their question to the CEO via posting in the dtac online community, Twitter, and Facebook.

 

We have the Commercial video and How to video. The video is running via dtac's youtube channel while customers are waiting for service at dtac stores. Our video had both commercial video that advertises our service and other video to provide an overview on ‘How to use ‘dtac's online community’. 

 

dtac 8.png

 

 

Promotion results

 

  • More than 5,000 online users saw the youtube live broadcast and generated more than 1,000 questions
  • We were able to convert 40 participants (Superfans) at the event to shift from other communities to be a part of dtac's online community where they help answer questions for our community members. 

 

Video entry

Soft Launch Event:

Commercial VDO: 

How to VDO:

 

 

 

 

 

 

 


Company: Total Access Communication (dtac) dtac logo.jpg

Entry submitted by: Orraphan Saengsawat (nnnfonnn) AVP, Digital Service & Channel Strategy

Community: dtac Online Community (https://community.dtac.co.th/)

Lithy category: Most Creative Community Promotion or Launch

 

Total Access Communication Public Company Limited, commonly known as DTAC. We are one of Thailand's leading mobile service operators. Founded in August 1989, dtac currently has customer base of more than 28 million numbers (by Q2/2014) with various service freqencies of 800 MHz, 1800 MHz and recently acquired 2100 MHz – prompting dtac to be the only Network in Thailand with the biggest bandwidth at present.


The goal of our Community promotion

 

Our main objective was to build the customer centricity and cost savings from all forms of contact point, including call to call center, e-mails, social media posts. Customers will help to answer most of the cases.

 

When we talked about the goal of launching this community campaign, we wanted consumers knowing about dtac's new services so consumers could get closer to dtac and also ask questions, offer feedback on service, and share experiences and also their knowledge. We strived to have this campaign help move dtac SuperFans and brand advocates from other communities to be a part of this community and also help to drive engagement in our community.

 

Our promotion strategy

 

We’ve put more effort in the ‘launch stage’ period to establish the community. Most strategy and tactics focused on how to build brand awareness and get more active members participating in community. And in August 2014 dtac had the new CEO, K.Sigve, and our customers love him. So we created ‘Heart Talk with Sigve’, a live streaming event.

 

dtac 7.jpg

‘CEO COMMUNITY ENGAGEMENT SHOWS MEMBER ,YOU’RE THERE AND YOU CARE’

We hosted a Thai online influencer and dtac Superfans special dinner meeting with Mr.Sigve – dtac’s CEO on October 2015. We invited an additional 100 customers who are dtac’s SuperFans from our community to enjoy dinner and talk with our CEO. This special dinner was live broadcast via Youtube channel. And online customers were able to send their question to the CEO via posting in the dtac online community, Twitter, and Facebook.

 

We have the Commercial video and How to video. The video is running via dtac's youtube channel while customers are waiting for service at dtac stores. Our video had both commercial video that advertises our service and other video to provide an overview on ‘How to use ‘dtac's online community’. 

 

dtac 8.png

 

 

Promotion results

 

  • More than 5,000 online users saw the youtube live broadcast and generated more than 1,000 questions
  • We were able to convert 40 participants (Superfans) at the event to shift from other communities to be a part of dtac's online community where they help answer questions for our community members. 

 

Video entry

Soft Launch Event:

Commercial VDO: 

How to VDO:

 

 

 

 

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: dtac - Marketing Champion

By JaniceK

Company: Total Access Communication (dtac) dtac logo.jpg

Entry submitted by: Orraphan Saengsawat (nnnfonnn) AVP, Digital Service & Channel Strategy

Community: dtac Online Community (https://community.dtac.co.th/)

Lithy category: Marketing Champion

 

Total Access Communication Public Company Limited, commonly known as DTAC. We are one of Thailand's leading mobile service operators. Founded in August 1989, dtac currently has customer base of more than 28 million numbers (by Q2/2014) with various service freqencies of 800 MHz, 1800 MHz and recently acquired 2100 MHz – prompting dtac to be the only Network in Thailand with the biggest bandwidth at present.


In this age of the vocal customer, there is no better advocate for our business than a happy and engaged customer. One of the most rewarding and cost-effective ways of forging strong bonds with our customers is to create an active community.

 

We implemented our dtac Online community in December 2014. We can hear our customers who are talking about us, see what’s going on, and also positive or negative trends, and can solve negative voices in time. And we are setting the response rate of each question in our community around less than 2 hours in the beginning of the question. Our SuperFans and other members in the community will try to help their friends in this community. If the problem still can’t be fixed, our support team will take care of the case.

 

Our Community is growing up by community member collaboration. That means consumers, SuperFans, Management team, Support team, volunteer staff, and experts are involved and contribute in our community. Also they serve our objective to build this community for customer centricity and self-service.

 

Our marketing campaign

 

Our main objective was to build the customer centricity and cost savings from all forms of contact point, including call to call center, e-mails, social media posts. Customers will help to answer most of the cases. To support the campaign, we launched both internal and external campaigns.

 

External campaign

  • Soft-Launch event with Online Influencer and dtac SuperFans

dtac 1.jpg

‘CEO COMMUNITY ENGAGEMENT SHOWS MEMBER ,YOU’RE THERE AND YOU CARE’

We had  the Thai’s online influencer and dtac Superfans special dinner meeting with Mr.Sigve – dtac’s CEO on October 2015.We invited an additional 100 customers who are the dtac’s SuperFans from our community to enjoy dinner and talk with our CEO. This special dinner was live broadcast via Youtube channel.

  • eDM - Invite Online Influencer, Brand advocates, SuperFans

dtac had more superfans in Pantip.com – No.1 public community in Thailand. And we had good relationship with online influencers and bloggers. Also we invited  100 people in our first group to trial the service at the end of November.

 

And we sent this eDM to 100,000 dtac customers that are heavy internet users in 10 december for the commercial launch period.

 

  • Monthly Activity

An ongoing campaign to drive members to share good ideas for the dtac community. Every department can be an activity host or sponsor; they will have a chance to design the activity or useful question that will help improve this service. There have been more than 500 ideas/activity.

 

Example : 

Topic : Which is the dtac prepaid promotion that you love and need back?

https://community.dtac.co.th/t5/ดีแทค-ไอเดีย/โปรที่ใช่-โปรที่ชอบ-ที่อยากให้-dtac-และ-Happy-นำกลับมาอ...

Host By : Prepaid Product

Result :  560 comments

 

dtac 2.png

Topic : What offer or privilege do you want to find in the dtac reward campaign?

https://community.dtac.co.th/t5/ดีแทค-ไอเดีย/dtac-Reward-จัดให้-อยากได้ส่วนลดจากร้านไหน-แนะนำเรามา-ล...

Host By : Reward Team

Result :  340 comments

 

dtac 3.png

Internal

  • dtac Buddy campaign – (Volunteer Staff Campaign)

dtac4.png

We assembled a volunteer staff to create a team of key contributors that represent the organization to others members in various capacities ranging from development, support, marketing and all the way through to sales. We had provide the training and all volunteers must pass the writing skill exam. Through this process we could ensure that all of the messages would not look like a robot dialog.

 

Campaign results

 

In 4 months we reached 1.3 m visitors and 9.3 m page-views and more than 6,000 members. With this number, we created over 2,456 topics and helped resolve 1,263 cases. Half of the cases were resolved by community members and volunteer staff.


And our big challenge was to convert 100 participants (Superfans from other communities) at the CEO’s meeting event to be a part of dtac's online community to help answer questions in our community. The result was the ability to convert 40 SuperFans to be a part of our community. 

That meant we established the online community as one brand channel through which consumers can offer feedback and share the experience of the brand.

 

Additional supporting materials

 

We had integrated marketing communication during November 2014 – January 2015. We are projecting a unified message in both our digital and traditional media and utilize all dtac media asset as below:

  • Digital Signage at outlet
  • Social Network – Facebook Fanpage, Twitter, Youtube, IG
  • Chat Application – Line
  • Direct E-mail
  • SMS
  • Call Center
  • PR

dtac 5.png

dtac 6.png

Commercial VDO : https://www.youtube.com/watch?v=wZZ7zAEM0nY

How to VDO : https://www.youtube.com/watch?v=-AeTYLuTnp0

 

Press Release : http://www.mxphone.net/031214-dtac-launch-online-community/

http://www.thairath.co.th/content/456982

http://www.manager.co.th/Cyberbiz/ViewNews.aspx?NewsID=9570000118800

http://www.hooninside.com/news-detail.php?id=409207

 

 

 


Company: Total Access Communication (dtac) dtac logo.jpg

Entry submitted by: Orraphan Saengsawat (nnnfonnn) AVP, Digital Service & Channel Strategy

Community: dtac Online Community (https://community.dtac.co.th/)

Lithy category: Marketing Champion

 

Total Access Communication Public Company Limited, commonly known as DTAC. We are one of Thailand's leading mobile service operators. Founded in August 1989, dtac currently has customer base of more than 28 million numbers (by Q2/2014) with various service freqencies of 800 MHz, 1800 MHz and recently acquired 2100 MHz – prompting dtac to be the only Network in Thailand with the biggest bandwidth at present.


In this age of the vocal customer, there is no better advocate for our business than a happy and engaged customer. One of the most rewarding and cost-effective ways of forging strong bonds with our customers is to create an active community.

 

We implemented our dtac Online community in December 2014. We can hear our customers who are talking about us, see what’s going on, and also positive or negative trends, and can solve negative voices in time. And we are setting the response rate of each question in our community around less than 2 hours in the beginning of the question. Our SuperFans and other members in the community will try to help their friends in this community. If the problem still can’t be fixed, our support team will take care of the case.

 

Our Community is growing up by community member collaboration. That means consumers, SuperFans, Management team, Support team, volunteer staff, and experts are involved and contribute in our community. Also they serve our objective to build this community for customer centricity and self-service.

 

Our marketing campaign

 

Our main objective was to build the customer centricity and cost savings from all forms of contact point, including call to call center, e-mails, social media posts. Customers will help to answer most of the cases. To support the campaign, we launched both internal and external campaigns.

 

External campaign

  • Soft-Launch event with Online Influencer and dtac SuperFans

dtac 1.jpg

‘CEO COMMUNITY ENGAGEMENT SHOWS MEMBER ,YOU’RE THERE AND YOU CARE’

We had  the Thai’s online influencer and dtac Superfans special dinner meeting with Mr.Sigve – dtac’s CEO on October 2015.We invited an additional 100 customers who are the dtac’s SuperFans from our community to enjoy dinner and talk with our CEO. This special dinner was live broadcast via Youtube channel.

  • eDM - Invite Online Influencer, Brand advocates, SuperFans

dtac had more superfans in Pantip.com – No.1 public community in Thailand. And we had good relationship with online influencers and bloggers. Also we invited  100 people in our first group to trial the service at the end of November.

 

And we sent this eDM to 100,000 dtac customers that are heavy internet users in 10 december for the commercial launch period.

 

  • Monthly Activity

An ongoing campaign to drive members to share good ideas for the dtac community. Every department can be an activity host or sponsor; they will have a chance to design the activity or useful question that will help improve this service. There have been more than 500 ideas/activity.

 

Example : 

Topic : Which is the dtac prepaid promotion that you love and need back?

https://community.dtac.co.th/t5/ดีแทค-ไอเดีย/โปรที่ใช่-โปรที่ชอบ-ที่อยากให้-dtac-และ-Happy-นำกลับมาอ...

Host By : Prepaid Product

Result :  560 comments

 

dtac 2.png

Topic : What offer or privilege do you want to find in the dtac reward campaign?

https://community.dtac.co.th/t5/ดีแทค-ไอเดีย/dtac-Reward-จัดให้-อยากได้ส่วนลดจากร้านไหน-แนะนำเรามา-ล...

Host By : Reward Team

Result :  340 comments

 

dtac 3.png

Internal

  • dtac Buddy campaign – (Volunteer Staff Campaign)

dtac4.png

We assembled a volunteer staff to create a team of key contributors that represent the organization to others members in various capacities ranging from development, support, marketing and all the way through to sales. We had provide the training and all volunteers must pass the writing skill exam. Through this process we could ensure that all of the messages would not look like a robot dialog.

 

Campaign results

 

In 4 months we reached 1.3 m visitors and 9.3 m page-views and more than 6,000 members. With this number, we created over 2,456 topics and helped resolve 1,263 cases. Half of the cases were resolved by community members and volunteer staff.


And our big challenge was to convert 100 participants (Superfans from other communities) at the CEO’s meeting event to be a part of dtac's online community to help answer questions in our community. The result was the ability to convert 40 SuperFans to be a part of our community. 

That meant we established the online community as one brand channel through which consumers can offer feedback and share the experience of the brand.

 

Additional supporting materials

 

We had integrated marketing communication during November 2014 – January 2015. We are projecting a unified message in both our digital and traditional media and utilize all dtac media asset as below:

  • Digital Signage at outlet
  • Social Network – Facebook Fanpage, Twitter, Youtube, IG
  • Chat Application – Line
  • Direct E-mail
  • SMS
  • Call Center
  • PR

dtac 5.png

dtac 6.png

Commercial VDO : https://www.youtube.com/watch?v=wZZ7zAEM0nY

How to VDO : https://www.youtube.com/watch?v=-AeTYLuTnp0

 

Press Release : http://www.mxphone.net/031214-dtac-launch-online-community/

http://www.thairath.co.th/content/456982

http://www.manager.co.th/Cyberbiz/ViewNews.aspx?NewsID=9570000118800

http://www.hooninside.com/news-detail.php?id=409207

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Turkcell - Support Savings MVP

By JaniceK

Lithys 2015: Turkcell - Support Savings MVP

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2015 08:43 PM - edited ‎05-05-2015 06:50 AM

Company: Turkcell  Turkcell logo.jpg

Entry submitted by: Mustafa Altay (mustafaaltay) UX Information Architect

Community: Turkcell Forum (https://forum.turkcell.com.tr/)

Lithy category: Support Savings MVP

 

GSM-based mobile communication in Turkey began when Turkcell commenced operations in February 1994. Since then, it has continuously increased the variety of its services based on mobile audio and data communication, as well as on its quality levels and as a result, its number of subscribers.

 

Turkcell is a regional leader by being the market leader in five countries out of nine it operates in. Turkcell, with its wide coverage area and diverse range of services abroad, is able to provide its subscribers with mobile communication services both in Turkey and around the world.

 

Before Turkcell Forum implementation Turkcell only use social media channels like FB, twitter as two way communication. Customers became more online and want to touch companies online. Turkcell had to adapt these changes in customer behavior. So, Turkcell changed its digital strategy to one way communication to two-way communication. Turkcell believes that two-way communication reveals invaluable information about customer needs and buying habits, and this gives Turkcell a vital edge over its competitors.

 

Recently a large number of companies offering web-based customer opinion platforms have emerged worldwide, providing them with the opportunity to articulate their experiences and comments on products and services. Turkcell recognized that it is not about a platform, it is all about culture and strategy.

 

Turkcell has the best customer support in all areas. As a leading technology company, Turkcell believes in online channels. E-WOM is getting more pervasive and more important in purchase decision-making and customer support. Most of the companies sees online channels as an alternative to traditional support centers. We believe in our customers and omni channel interactions. As a strategy to shift from traditional customer care to digital customer care, we aim to implement true continuity of customer experience.

 

Turkcell aims to use the persuasive effect of E-WOM for following reasons and based its strategy according to them:

 

  1. The information provided by WOM is perceived as being more credible than that provided commercially since most WOMs are from peers, relatives, friends and the third party whom one trusts more;
  2. WOM is a two-way communication, not a one-way propaganda;
  3. WOM provides potential customers with user experience to reduce purchase risk and uncertainty;
  4. Since WOM is live and can instantly respond to inquiries, it can provide more complete and relevant information. Word-of-mouth has been proven to be an effective method of obtaining useful information for purchase decisions.

 

Customers believe in peer advice and begin to respond customer queries and provide customer service. Thus, Turkcell defines its Digital customer care strategy in 3 categories:

 

Turkcell chart 8.jpg

 

Paradigm shift in customer experience is a long path and it must be considered as change management project. With these awareness Turkcell promotes first Forum implementation. After baby-sitting period, next phases started according to Business value-Complexity matrix in Q2 of 2015. Phase 2 covers all the items listed above.

 

Not only Turkcell aims to lower costs but also enhance customer care, richer differentiation and higher brand advocacy. After establishing a digital presence, Turkcell will start devising creative social strategies across all major platforms to engage with active audiences.

 

To sum up, Turkcell redesigns its organization around customers in a customized, relevant way. By listening customers, Turkcell will know exactly what customers are doing, and understand the context of where they are in their journey with Turkcell. This is all enabled by the right strategy and digital paradigm shift.

 

Changes in customer care organization

 

Turkcell wants to manage customer relationships in one place. With intelligent context and insights to customers, Turkcell can be quick, agile and smart with its relationships. Turkcell Forum is a central concept that businesses need to understand deeply and integrate fully, in order to serve the social customer. Turkcell will combine all digital customer care in a single organization. With dynamic FAQ creation, peer advice and user generated content will be the basis of success. So Turkcell begins digital paradigm shift and organization according to omnichannel strategy.

 

Business results

 

Social media and emerging technologies have transformed the way the world communicates. From being available on social networks to reaching out through interactive and mobile resources, businesses are evolving their customer experience efforts to support the new ‘Connected Consumer’. So, in order to shift in servicing and customer experience, you have to invest in your strategy. Turkcell is already aware of the process and measure every step in change management. With quantifiable results and targets it is easy to rationalize the investment in Turkcell E-Care solutions to top management.

 

Turkcell launches its Forum in June 2014. Turkcell plans to double every figure in Forum in the first half of 2015.

 

After the first steps taken and user base extended, Turkcell will implement other modules in E care platform. 

 

 

Turkcell chart 2.png

 

Turkcell chart 4.jpg

Turkcell chart 5.jpg

Turkcell chart 6.jpg

Turkcell chart 7.png

 

 

 

 


Company: Turkcell  Turkcell logo.jpg

Entry submitted by: Mustafa Altay (mustafaaltay) UX Information Architect

Community: Turkcell Forum (https://forum.turkcell.com.tr/)

Lithy category: Support Savings MVP

 

GSM-based mobile communication in Turkey began when Turkcell commenced operations in February 1994. Since then, it has continuously increased the variety of its services based on mobile audio and data communication, as well as on its quality levels and as a result, its number of subscribers.

 

Turkcell is a regional leader by being the market leader in five countries out of nine it operates in. Turkcell, with its wide coverage area and diverse range of services abroad, is able to provide its subscribers with mobile communication services both in Turkey and around the world.

 

Before Turkcell Forum implementation Turkcell only use social media channels like FB, twitter as two way communication. Customers became more online and want to touch companies online. Turkcell had to adapt these changes in customer behavior. So, Turkcell changed its digital strategy to one way communication to two-way communication. Turkcell believes that two-way communication reveals invaluable information about customer needs and buying habits, and this gives Turkcell a vital edge over its competitors.

 

Recently a large number of companies offering web-based customer opinion platforms have emerged worldwide, providing them with the opportunity to articulate their experiences and comments on products and services. Turkcell recognized that it is not about a platform, it is all about culture and strategy.

 

Turkcell has the best customer support in all areas. As a leading technology company, Turkcell believes in online channels. E-WOM is getting more pervasive and more important in purchase decision-making and customer support. Most of the companies sees online channels as an alternative to traditional support centers. We believe in our customers and omni channel interactions. As a strategy to shift from traditional customer care to digital customer care, we aim to implement true continuity of customer experience.

 

Turkcell aims to use the persuasive effect of E-WOM for following reasons and based its strategy according to them:

 

  1. The information provided by WOM is perceived as being more credible than that provided commercially since most WOMs are from peers, relatives, friends and the third party whom one trusts more;
  2. WOM is a two-way communication, not a one-way propaganda;
  3. WOM provides potential customers with user experience to reduce purchase risk and uncertainty;
  4. Since WOM is live and can instantly respond to inquiries, it can provide more complete and relevant information. Word-of-mouth has been proven to be an effective method of obtaining useful information for purchase decisions.

 

Customers believe in peer advice and begin to respond customer queries and provide customer service. Thus, Turkcell defines its Digital customer care strategy in 3 categories:

 

Turkcell chart 8.jpg

 

Paradigm shift in customer experience is a long path and it must be considered as change management project. With these awareness Turkcell promotes first Forum implementation. After baby-sitting period, next phases started according to Business value-Complexity matrix in Q2 of 2015. Phase 2 covers all the items listed above.

 

Not only Turkcell aims to lower costs but also enhance customer care, richer differentiation and higher brand advocacy. After establishing a digital presence, Turkcell will start devising creative social strategies across all major platforms to engage with active audiences.

 

To sum up, Turkcell redesigns its organization around customers in a customized, relevant way. By listening customers, Turkcell will know exactly what customers are doing, and understand the context of where they are in their journey with Turkcell. This is all enabled by the right strategy and digital paradigm shift.

 

Changes in customer care organization

 

Turkcell wants to manage customer relationships in one place. With intelligent context and insights to customers, Turkcell can be quick, agile and smart with its relationships. Turkcell Forum is a central concept that businesses need to understand deeply and integrate fully, in order to serve the social customer. Turkcell will combine all digital customer care in a single organization. With dynamic FAQ creation, peer advice and user generated content will be the basis of success. So Turkcell begins digital paradigm shift and organization according to omnichannel strategy.

 

Business results

 

Social media and emerging technologies have transformed the way the world communicates. From being available on social networks to reaching out through interactive and mobile resources, businesses are evolving their customer experience efforts to support the new ‘Connected Consumer’. So, in order to shift in servicing and customer experience, you have to invest in your strategy. Turkcell is already aware of the process and measure every step in change management. With quantifiable results and targets it is easy to rationalize the investment in Turkcell E-Care solutions to top management.

 

Turkcell launches its Forum in June 2014. Turkcell plans to double every figure in Forum in the first half of 2015.

 

After the first steps taken and user base extended, Turkcell will implement other modules in E care platform. 

 

 

Turkcell chart 2.png

 

Turkcell chart 4.jpg

Turkcell chart 5.jpg

Turkcell chart 6.jpg

Turkcell chart 7.png

 

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Autodesk - Excellence in Customer Sat...

By JaniceK

Lithys 2015: Autodesk - Excellence in Customer Satisfaction

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2015 09:21 PM - edited ‎04-25-2015 09:23 PM

Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Excellence in Customer Satisfaction

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 customer satisfaction initiatives

 

Deliver Autodesk Help: rapid, relevant and networked service, support and learning for every customer while creating a culture of “customer first” engagement and curiosity within the Global Customer Service Organization

 

The most important customer issue we were looking to solve with our Lithium implementation

 

Scalability.  With a very large portfolio of products (150+), constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our transformational business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to meet these challenges by providing a true peer-to-peer community space that scales, where customers ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions all in real time. The forums reduce the need for direct one-on-one support and IdeaStations allow for open and transparent customer feedback mechanisms for customer-driven product enhancements.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • The community redesign completed in late 2013 greatly impacted our customers' ability to help themselves as well as each other; accelerated collaboration and innovation with our products & services; enabled easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.
  • Accepted solutions increased 37%
  • The accepted solution to topic ratio increased 13%.
  • Community membership increased by 30% to surpass 2 million registered members
  • Community Visits increased 34% to 27.3 million annually
  • We launched close to 50 new forums, blogs and IdeaStations
  • 3,924 new ideas generated represent a 67% increase
  • 80,345 new forum conversations were started
  • We implemented a training module and highlighted community best practices, driving home a “customer first” principle and saw employee engagement increase 47% over the last 6 months

 

With the continued growth and clear objectives for creating a customer first experience, a revamped community CSAT survey was launched in August of 2014 with the goal to measure the success and satisfaction of our visitors, dive into the types of problems members are trying to solve, and identify opportunities to provide a better experience. Since then:

 

  • 3,500+ recipients have completed the survey.
  • Key customer pain points have been identified, e.g. timeliness to get answers. Resulting Action: an employee outreach pilot program was launched where various community SFDC escalation times have been reduced by 80% to increase our response time for subscription customers.
  • CSAT for participants who identified a successful visit averaged 79%.
  • Our CHI score has seen a steady increase, and is currently at 775.

 

Autodesk chart 6.png

 

Autodesk chart 7.png

In a recent study of AutoCAD users centered on support and learning resources, the ease of finding and relevancy of information for the Autodesk Community exceeded all other resources including direct 1-1 support and in product help.

 

Autodesk chart 8.png


Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Excellence in Customer Satisfaction

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 customer satisfaction initiatives

 

Deliver Autodesk Help: rapid, relevant and networked service, support and learning for every customer while creating a culture of “customer first” engagement and curiosity within the Global Customer Service Organization

 

The most important customer issue we were looking to solve with our Lithium implementation

 

Scalability.  With a very large portfolio of products (150+), constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our transformational business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to meet these challenges by providing a true peer-to-peer community space that scales, where customers ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions all in real time. The forums reduce the need for direct one-on-one support and IdeaStations allow for open and transparent customer feedback mechanisms for customer-driven product enhancements.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • The community redesign completed in late 2013 greatly impacted our customers' ability to help themselves as well as each other; accelerated collaboration and innovation with our products & services; enabled easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.
  • Accepted solutions increased 37%
  • The accepted solution to topic ratio increased 13%.
  • Community membership increased by 30% to surpass 2 million registered members
  • Community Visits increased 34% to 27.3 million annually
  • We launched close to 50 new forums, blogs and IdeaStations
  • 3,924 new ideas generated represent a 67% increase
  • 80,345 new forum conversations were started
  • We implemented a training module and highlighted community best practices, driving home a “customer first” principle and saw employee engagement increase 47% over the last 6 months

 

With the continued growth and clear objectives for creating a customer first experience, a revamped community CSAT survey was launched in August of 2014 with the goal to measure the success and satisfaction of our visitors, dive into the types of problems members are trying to solve, and identify opportunities to provide a better experience. Since then:

 

  • 3,500+ recipients have completed the survey.
  • Key customer pain points have been identified, e.g. timeliness to get answers. Resulting Action: an employee outreach pilot program was launched where various community SFDC escalation times have been reduced by 80% to increase our response time for subscription customers.
  • CSAT for participants who identified a successful visit averaged 79%.
  • Our CHI score has seen a steady increase, and is currently at 775.

 

Autodesk chart 6.png

 

Autodesk chart 7.png

In a recent study of AutoCAD users centered on support and learning resources, the ease of finding and relevancy of information for the Autodesk Community exceeded all other resources including direct 1-1 support and in product help.

 

Autodesk chart 8.png

Status:
2015 Lithy Submission

Lithys 2015: Autodesk - Support Savings MVP

By JaniceK

Lithys 2015: Autodesk - Support Savings MVP

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2015 09:06 PM - edited ‎04-25-2015 09:08 PM

Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Support Savings MVP

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Autodesk, one of the world leaders in 3D design, engineering, and entertainment software is delivering on customers’ needs before they ask. Autodesk drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, which has seen its unique visitors grow by 34% in the last year, with a membership of 2million+ customers.


One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers.  Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers.


Now its nine communities in multiple languages offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience supporting Autodesk’s customer care goals which are centered on rapid, relevant, service, support and learning for every customer.

 

Autodesk’s recently-launched Knowledge Network (AKN) as a place for users to find product solutions, learn more about products and link in to the community. When looking for support, top knowledge based articles appear in search results, which even include accepted solutions from the community. This speaks volumes to the importance of the Autodesk Community participation for quick problem solving capabilities, not to mention the Expert Elites our Super Users of Autodesk Community who answer support questions directly.  In the last 12 months, nearly 20 million unique visitors came to the AKN site to learn and explore, troubleshoot an issue, or download software.

 

Autodesk chart 3.png

Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

Autodesk chart 4.png

Autodesk has also recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.”  The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings.  Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views. Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content.

 

Autodesk chart 5.png

These programs provide information that helps our customers get their products up and running quickly.  Our goal is helping customers to optimize productivity and with these programs our service and support professionals can begin to shift reactive help to providing more proactive solutions to our customers.

 

Our business results

 

Autodesk’s collaborative and proactive approach supported by several key programs, including Expert Elite, Knowledge Network, and Autodesk Help Webinars. The tactics have delivered the following community success metrics:

  • Autodesk Communities received over 27 million unique visits in the last 12 months.
  • Autodesk Community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodesk and its customers.
  • Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate.
  • The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.

 


Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Support Savings MVP

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Autodesk, one of the world leaders in 3D design, engineering, and entertainment software is delivering on customers’ needs before they ask. Autodesk drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, which has seen its unique visitors grow by 34% in the last year, with a membership of 2million+ customers.


One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers.  Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers.


Now its nine communities in multiple languages offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience supporting Autodesk’s customer care goals which are centered on rapid, relevant, service, support and learning for every customer.

 

Autodesk’s recently-launched Knowledge Network (AKN) as a place for users to find product solutions, learn more about products and link in to the community. When looking for support, top knowledge based articles appear in search results, which even include accepted solutions from the community. This speaks volumes to the importance of the Autodesk Community participation for quick problem solving capabilities, not to mention the Expert Elites our Super Users of Autodesk Community who answer support questions directly.  In the last 12 months, nearly 20 million unique visitors came to the AKN site to learn and explore, troubleshoot an issue, or download software.

 

Autodesk chart 3.png

Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

Autodesk chart 4.png

Autodesk has also recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.”  The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings.  Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views. Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content.

 

Autodesk chart 5.png

These programs provide information that helps our customers get their products up and running quickly.  Our goal is helping customers to optimize productivity and with these programs our service and support professionals can begin to shift reactive help to providing more proactive solutions to our customers.

 

Our business results

 

Autodesk’s collaborative and proactive approach supported by several key programs, including Expert Elite, Knowledge Network, and Autodesk Help Webinars. The tactics have delivered the following community success metrics:

  • Autodesk Communities received over 27 million unique visits in the last 12 months.
  • Autodesk Community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodesk and its customers.
  • Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate.
  • The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.

 

Status:
2015 Lithy Submission

Lithys 2015: Autodesk - Social ROI Titan

By JaniceK

Lithys 2015: Autodesk - Social ROI Titan

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2015 08:55 PM - edited ‎04-25-2015 09:01 PM

Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Social ROI Titan

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 objectives

 

Autodesk is undergoing a business transformation: the growth of the business and transformation to a cloud based service generates product support needs that must be met at scale. The multi-language Autodesk Community plays a significant role in the support strategy to ensure the availability of quality answers from expert members and in a timely fashion, for all customers, regardless of a paid service option.

 

Autodesk supports its customers in 3 major ways:

  • Self-help: Anyone can visit the Autodesk Knowledge Network, a repository of Autodesk-generated and carefully curated content, available to all customers, 24x7
  • Engage online in the Autodesk Community. The Accepted Solutions from the forums integrated with and automatically part of the Autodesk Knowledge Network
  • Contact us: Call / email /chat with a support representative, available only for some types of customers

 

In order to increase the value of the community for our customers and Autodesk, we had 3 goals in 2014, and were able to exceed our results for each:

 

  • Traffic - Increase visits to the forums by 25% vs. actual result: 34% increase
  • Quality content - Increase accepted solution rates by 10% vs. actual result: 13% increase
  • Initial response time- We had specific goals depending on the platform inquiry:

 

Autodesk chart 1.jpg

The Community has many benefits: it helps shape the image of the company, contributes to our customers decision to purchase certain products, informs the product development teams of possible issues or wishes for future release, etc. But the Autodesk Community is at the core a product support operation.

 

The community sits between the Autodesk Knowledge Network and the technical support agents as an online interactive platform. It quickly provides solutions to our customers, and deflects calls that would otherwise be addressed to Autodesk service representatives. They provide a one-to-one service that is difficult to scale. The average cost associated with a customer service or technical support representative, who interact over the phone is carefully monitored. It serves as a primary cost basis to estimate the scope of savings that Autodesk realizes.

 

Based on volume of visits from customers who could have called an agent, the success rate (result of an ongoing customer survey), we estimate the total call deflection value in 2014 to be in the millions of dollars.  Even more impressive is that we have been able to provide answers to over 10M customers per year, including students and educators that have free access to both our software, and to our community based support.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • We recorded growth in community membership of 30% in 2014 to pass 2 million registered members. It is the result of organic growth and an effort in SEO but no paid advertising. It grew by 22% in 2013 and 16% in 2012.
  • Community visits increased 34% to 27.3 million annually.
  • RSS feeds to the community grew by 471%.

Autodesk chart 2.jpg

Autodesk’s Expert Elites are the Super Fans and growing in importance. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

 

The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.

 


Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Social ROI Titan

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 objectives

 

Autodesk is undergoing a business transformation: the growth of the business and transformation to a cloud based service generates product support needs that must be met at scale. The multi-language Autodesk Community plays a significant role in the support strategy to ensure the availability of quality answers from expert members and in a timely fashion, for all customers, regardless of a paid service option.

 

Autodesk supports its customers in 3 major ways:

  • Self-help: Anyone can visit the Autodesk Knowledge Network, a repository of Autodesk-generated and carefully curated content, available to all customers, 24x7
  • Engage online in the Autodesk Community. The Accepted Solutions from the forums integrated with and automatically part of the Autodesk Knowledge Network
  • Contact us: Call / email /chat with a support representative, available only for some types of customers

 

In order to increase the value of the community for our customers and Autodesk, we had 3 goals in 2014, and were able to exceed our results for each:

 

  • Traffic - Increase visits to the forums by 25% vs. actual result: 34% increase
  • Quality content - Increase accepted solution rates by 10% vs. actual result: 13% increase
  • Initial response time- We had specific goals depending on the platform inquiry:

 

Autodesk chart 1.jpg

The Community has many benefits: it helps shape the image of the company, contributes to our customers decision to purchase certain products, informs the product development teams of possible issues or wishes for future release, etc. But the Autodesk Community is at the core a product support operation.

 

The community sits between the Autodesk Knowledge Network and the technical support agents as an online interactive platform. It quickly provides solutions to our customers, and deflects calls that would otherwise be addressed to Autodesk service representatives. They provide a one-to-one service that is difficult to scale. The average cost associated with a customer service or technical support representative, who interact over the phone is carefully monitored. It serves as a primary cost basis to estimate the scope of savings that Autodesk realizes.

 

Based on volume of visits from customers who could have called an agent, the success rate (result of an ongoing customer survey), we estimate the total call deflection value in 2014 to be in the millions of dollars.  Even more impressive is that we have been able to provide answers to over 10M customers per year, including students and educators that have free access to both our software, and to our community based support.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • We recorded growth in community membership of 30% in 2014 to pass 2 million registered members. It is the result of organic growth and an effort in SEO but no paid advertising. It grew by 22% in 2013 and 16% in 2012.
  • Community visits increased 34% to 27.3 million annually.
  • RSS feeds to the community grew by 471%.

Autodesk chart 2.jpg

Autodesk’s Expert Elites are the Super Fans and growing in importance. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

 

The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.

 

Status:
2015 Lithy Submission

Lithys 2015: SFR - Marketing Champion

By JaniceK

Lithys 2015: SFR - Marketing Champion

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2015 08:28 PM - edited ‎04-27-2015 09:23 AM

Company: SFR  SFR logo2.png

Entry submitted by: Laurence Barlet (LaurenceBarlet) Digital Product Manager

Community: Le Forum SFR (http://forum.sfr.fr/)

Lithy category: Marketing Champion

 

With a market share of 21% for internet service and 25% for mobile (based on end of 2014 stats), SFR is one of the largest and most important telecommunications provider in France.

 

SFR was recently acquired by Numericable, the leading fiber optic provider in France. As such SFR-Numericable is today looking to lead the market in products, services and high-speed internet services connecting customers across France.

It has 23 million customers, and provides 8,2 million households with high-speed internet access.

 

As a key differentiator SFR-Numericable is looking to firmly position itself as a leader in digital business and has been looking to Community with its Influencers and Super fans to achieve this.

 

This initiative described herein is but one of many ways SFR is doing this today.

 

The Forum SFR is a 2 years old support community counting more than 600,000 members and over 50 Super users.

This community started as a cost saving initiative project to reap call deflection for Customer Care each month. The number of phone calls avoided rose by nearly 50% since 2012.

 

Our community development strategy is based on Superusers. Their contribution represent a quarter of close to 20,000 posts a month.

Therefore, we are very focused on the Superusers commitment and do our best to engage them on and off the community: we often organize videoconferences with guests such as relevant SFR team members for product launches or market event, we consult them on the platform evolution to get their feedbacks, …We also invite them twice a year for a real-life event, to our Campus in Paris. Those attentions have built a very strong and special relationship between us and our Superusers !

 

Also, with a strong belief that this community must be part of the whole customer experience with SFR, we’ve recently focused on recruiting new members that We now need to re-activate.

 

Our marketing campaign

 

On January 16th, the Forum SFR celebrated its second anniversary. This was a fantastic opportunity to celebrate not just the community but also those that make it all possible: the Superusers and their outstanding commitment. With that in mind, a big event was planned during the month of the anniversary for an initiative we branded: Saying Thank You Counts!

 

SFR Community landing page.png

 

On Stage One of this initiative, we invited 3 of the leading Superusers to our office in Paris, under cover of an interview to surprise them. The purpose for this first step was to showcase our Superusers and, most importantly, show them our gratitude for the countless number of hours they invest with the community and highlight their commitment to others.

 

The community managers thus welcomed :

During the interview, special SFR representatives from different departments were waiting for the right moment to show up and entered into the interview room with a very special and unique birthday gift: a live “Merci!” (community kudos) counter!

 

SFR live mercil counter.png

This ended up being a very emotional moment with most users close to tears as they embraced the SFR representatives and received the “Merci!” Counter. This device captures each individual Superusers full kudos count on the community and updates live which brings to life not only their value but also their commitment to the wider community. One of them sent us a short film to say thank you. 

 

For the really first time an object was connected to a Lithium platform. This technical performance was possible thanks to our creative digital agency The Social Client. The developers team worked hard to make it possible, and finally found a way to connect personalized endpoints from the Forum and a hidden page in the object interface.

 

We shared the videos of this special moment for all to see on the community landing page, highlighting each individual Super User individually.

 

Here are videos showing the interviews with 3 Super users and SFR team members and the gift handover:

       

 

While we didn’t film  all the giveaways, we made sure that every Superuser received a birthday gift: 7 other super-users received the live counter at home and the others got a personalized thank you cushion.

SFR Thanks cushions.png 

 

A short version of the film was posted on our social media platforms (Facebook and Twitter) and the film spotlights also served as a spring board to the second part of the campaign: the birthday competition.

 

In this contest, players needed to match customer questions with the right solution (chosen among three). The goal was to show inactive members how the Community can be useful, and the many reasons to say thank you.

 

 The winner of this competition was very happy, as showcased in the post below:

SFR 1.png

The global event was promoted by two mailing campaign, two Facebook posts and 3 Tweets, targeting all community members.

 

Campaign results

 

The anniversary events were a roaring success as we saw traffic increase by 9% and registrations increase by 33%.

Most importantly however, the increased satisfaction of the Superusers and the reactivation of dormant members who had lapsed in participation. In addition to the above we saw a clear reactivation of our inactive member base with + 340% of  visits for this population !

 

The last result but not the least, the “uncountable” emotional and grateful reactions from our amazing super users !

 

SFR 2.jpg

 


 

 

 


Company: SFR  SFR logo2.png

Entry submitted by: Laurence Barlet (LaurenceBarlet) Digital Product Manager

Community: Le Forum SFR (http://forum.sfr.fr/)

Lithy category: Marketing Champion

 

With a market share of 21% for internet service and 25% for mobile (based on end of 2014 stats), SFR is one of the largest and most important telecommunications provider in France.

 

SFR was recently acquired by Numericable, the leading fiber optic provider in France. As such SFR-Numericable is today looking to lead the market in products, services and high-speed internet services connecting customers across France.

It has 23 million customers, and provides 8,2 million households with high-speed internet access.

 

As a key differentiator SFR-Numericable is looking to firmly position itself as a leader in digital business and has been looking to Community with its Influencers and Super fans to achieve this.

 

This initiative described herein is but one of many ways SFR is doing this today.

 

The Forum SFR is a 2 years old support community counting more than 600,000 members and over 50 Super users.

This community started as a cost saving initiative project to reap call deflection for Customer Care each month. The number of phone calls avoided rose by nearly 50% since 2012.

 

Our community development strategy is based on Superusers. Their contribution represent a quarter of close to 20,000 posts a month.

Therefore, we are very focused on the Superusers commitment and do our best to engage them on and off the community: we often organize videoconferences with guests such as relevant SFR team members for product launches or market event, we consult them on the platform evolution to get their feedbacks, …We also invite them twice a year for a real-life event, to our Campus in Paris. Those attentions have built a very strong and special relationship between us and our Superusers !

 

Also, with a strong belief that this community must be part of the whole customer experience with SFR, we’ve recently focused on recruiting new members that We now need to re-activate.

 

Our marketing campaign

 

On January 16th, the Forum SFR celebrated its second anniversary. This was a fantastic opportunity to celebrate not just the community but also those that make it all possible: the Superusers and their outstanding commitment. With that in mind, a big event was planned during the month of the anniversary for an initiative we branded: Saying Thank You Counts!

 

SFR Community landing page.png

 

On Stage One of this initiative, we invited 3 of the leading Superusers to our office in Paris, under cover of an interview to surprise them. The purpose for this first step was to showcase our Superusers and, most importantly, show them our gratitude for the countless number of hours they invest with the community and highlight their commitment to others.

 

The community managers thus welcomed :

During the interview, special SFR representatives from different departments were waiting for the right moment to show up and entered into the interview room with a very special and unique birthday gift: a live “Merci!” (community kudos) counter!

 

SFR live mercil counter.png

This ended up being a very emotional moment with most users close to tears as they embraced the SFR representatives and received the “Merci!” Counter. This device captures each individual Superusers full kudos count on the community and updates live which brings to life not only their value but also their commitment to the wider community. One of them sent us a short film to say thank you. 

 

For the really first time an object was connected to a Lithium platform. This technical performance was possible thanks to our creative digital agency The Social Client. The developers team worked hard to make it possible, and finally found a way to connect personalized endpoints from the Forum and a hidden page in the object interface.

 

We shared the videos of this special moment for all to see on the community landing page, highlighting each individual Super User individually.

 

Here are videos showing the interviews with 3 Super users and SFR team members and the gift handover:

       

 

While we didn’t film  all the giveaways, we made sure that every Superuser received a birthday gift: 7 other super-users received the live counter at home and the others got a personalized thank you cushion.

SFR Thanks cushions.png 

 

A short version of the film was posted on our social media platforms (Facebook and Twitter) and the film spotlights also served as a spring board to the second part of the campaign: the birthday competition.

 

In this contest, players needed to match customer questions with the right solution (chosen among three). The goal was to show inactive members how the Community can be useful, and the many reasons to say thank you.

 

 The winner of this competition was very happy, as showcased in the post below:

SFR 1.png

The global event was promoted by two mailing campaign, two Facebook posts and 3 Tweets, targeting all community members.

 

Campaign results

 

The anniversary events were a roaring success as we saw traffic increase by 9% and registrations increase by 33%.

Most importantly however, the increased satisfaction of the Superusers and the reactivation of dormant members who had lapsed in participation. In addition to the above we saw a clear reactivation of our inactive member base with + 340% of  visits for this population !

 

The last result but not the least, the “uncountable” emotional and grateful reactions from our amazing super users !

 

SFR 2.jpg

 


 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Warner Bros - Marketing Champion

By JaniceK

Company: Warner Bros WB logo.png

Entry submitted by: David Turner (david-turner) Digital Manager

Community: WB Play Community  (Community.wbgames.com )

Lithy category: Marketing Champion

 

Our community is the dedicated forum for WB Games titles. Starting with Batman Arkham Origins, it has expanded to Mortal Kombat and mobile games.  We now have 6 games on the community, with 230,000+ members with much more to come.

 

Our Lithium community is the very core of our conversion funnel. In the video game industry, hardcore fans- those who live, breath, and sleep the titles-- represent the figurative end of the consumer journey. People could pick up a game and enjoy it over a weekend, but there are those who play a game 10X over, sometimes in excess of 200 hours, ultimately wind up forming an identity around the game and the brand, and that's why our community exists, to connect them. Our fans write help guides, they speculate about the lore, and they find stuff so detalied (and often inconsequential) that it delights the creators of the game. Our goal is to let our most devoted of the fans create content, and we do everything we can do encourage them to do so. Success for us is a growth in our devotees; we want them to come to our community, stay, find friends online, and ultimately invite more friends into the world of the game. Our community is at the core of this strategy.

 

Homepage.JPG


All of this leads to the next, larger plan, when it comes to fan migration. Rather than trying to market to the same fans every new title, using the community, we are able to keep them engaged and centralized, so when we annouce our next games, we know exactly where some of our best fans are and how we can share our new games with them.    

 

Our marketing campaign

 

Last fall, we ran a community based "Cosplay Week" which was a celebration of some of the best user created Costumes based off the Batman Arkham games. We were in a particuarly content poor part of the year and our devoted fans were looking for anything about the game that made them reengage with the brand. I collected 5 top tier cosplayers from across the globe and did daily posts, each day with a new cosplayer or cosplay team. The results were enormous, garnering a reach of near 10 million. We took some of the most hardcore of our fans and turned them into content generators. The fans loved it and it was able to greatly increase traffic to the forum and across all of our social channels.    

 

BAK General Discussion.JPG

 

Campaign results

 

Because Lithium is able to incorporate WBPlay as it's SSO, we have been able to show a great cross promotion between in game and forum identity. Not only are we able to view the user journey from player to forum member, we are able to quantify results of playtime, forum activity, and ultimately, user value. While I cannot speak to our numbers externally, we have found that players of our games who are active in the forums are active players, on average, 10 to 20 times longer than those players who are not logged in.


We are approaching a quarter of a million members in the WB Community, and show no slow in growth.      

 

 

 

 


Company: Warner Bros WB logo.png

Entry submitted by: David Turner (david-turner) Digital Manager

Community: WB Play Community  (Community.wbgames.com )

Lithy category: Marketing Champion

 

Our community is the dedicated forum for WB Games titles. Starting with Batman Arkham Origins, it has expanded to Mortal Kombat and mobile games.  We now have 6 games on the community, with 230,000+ members with much more to come.

 

Our Lithium community is the very core of our conversion funnel. In the video game industry, hardcore fans- those who live, breath, and sleep the titles-- represent the figurative end of the consumer journey. People could pick up a game and enjoy it over a weekend, but there are those who play a game 10X over, sometimes in excess of 200 hours, ultimately wind up forming an identity around the game and the brand, and that's why our community exists, to connect them. Our fans write help guides, they speculate about the lore, and they find stuff so detalied (and often inconsequential) that it delights the creators of the game. Our goal is to let our most devoted of the fans create content, and we do everything we can do encourage them to do so. Success for us is a growth in our devotees; we want them to come to our community, stay, find friends online, and ultimately invite more friends into the world of the game. Our community is at the core of this strategy.

 

Homepage.JPG


All of this leads to the next, larger plan, when it comes to fan migration. Rather than trying to market to the same fans every new title, using the community, we are able to keep them engaged and centralized, so when we annouce our next games, we know exactly where some of our best fans are and how we can share our new games with them.    

 

Our marketing campaign

 

Last fall, we ran a community based "Cosplay Week" which was a celebration of some of the best user created Costumes based off the Batman Arkham games. We were in a particuarly content poor part of the year and our devoted fans were looking for anything about the game that made them reengage with the brand. I collected 5 top tier cosplayers from across the globe and did daily posts, each day with a new cosplayer or cosplay team. The results were enormous, garnering a reach of near 10 million. We took some of the most hardcore of our fans and turned them into content generators. The fans loved it and it was able to greatly increase traffic to the forum and across all of our social channels.    

 

BAK General Discussion.JPG

 

Campaign results

 

Because Lithium is able to incorporate WBPlay as it's SSO, we have been able to show a great cross promotion between in game and forum identity. Not only are we able to view the user journey from player to forum member, we are able to quantify results of playtime, forum activity, and ultimately, user value. While I cannot speak to our numbers externally, we have found that players of our games who are active in the forums are active players, on average, 10 to 20 times longer than those players who are not logged in.


We are approaching a quarter of a million members in the WB Community, and show no slow in growth.      

 

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Vodafone New Zealand - Support Saving...

By JaniceK

Company: Vodafone New Zealand Ltd Vodafone logo.png

Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager

Community: Vodafone Community (http://community.vodafone.co.nz)

Lithy category: Support Savings MVP

 

Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.

 

Our customer care business goals

 

Our core goal is to deflect customer call by either providing a dialogue and answer online or provide contextual links to relevant content that may also answer the question. So, we have implemented a programme of work to integrate FAQs (from RightNow) as well as User Guides (from World Manuals) in context in topics to draw customers to quick answers. Additionally, we have created sticky posts to sit at the top of topics to answer the most common questions. Finally, we have have embedded video content into topics and answers for the same reasons as above.

 

The changes we implemented

 

We have now provided prominent links and promotions from our most common service touchpoints to direct customers to the Community – on web, mobile and through Social Media such as Facebook and Twitter.

 

Our business results

 

Using the formula of Unique visitors X resolution rate X deflection rate X cost per call, supported by data from an online survey with a strong sample size, we have been able to prove cost savings of more than NZ $3 million over a 2-year period, we’re expecting in year 3 to further show an increased deflection rate through provision of further self-help content and tools.


Company: Vodafone New Zealand Ltd Vodafone logo.png

Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager

Community: Vodafone Community (http://community.vodafone.co.nz)

Lithy category: Support Savings MVP

 

Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.

 

Our customer care business goals

 

Our core goal is to deflect customer call by either providing a dialogue and answer online or provide contextual links to relevant content that may also answer the question. So, we have implemented a programme of work to integrate FAQs (from RightNow) as well as User Guides (from World Manuals) in context in topics to draw customers to quick answers. Additionally, we have created sticky posts to sit at the top of topics to answer the most common questions. Finally, we have have embedded video content into topics and answers for the same reasons as above.

 

The changes we implemented

 

We have now provided prominent links and promotions from our most common service touchpoints to direct customers to the Community – on web, mobile and through Social Media such as Facebook and Twitter.

 

Our business results

 

Using the formula of Unique visitors X resolution rate X deflection rate X cost per call, supported by data from an online survey with a strong sample size, we have been able to prove cost savings of more than NZ $3 million over a 2-year period, we’re expecting in year 3 to further show an increased deflection rate through provision of further self-help content and tools.

Status:
2015 Lithy Submission

Lithys 2015: Vodafone New Zealand- Social ROI Tita...

By JaniceK

Company: Vodafone New Zealand Ltd Vodafone logo.png

Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager

Community: Vodafone Community (http://community.vodafone.co.nz)

Lithy category: Social ROI Titan

 

Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.

 

Our 2014 objectives

 

Growth to 20,000 members and to deflect more than 170,000 calls by resolving customer queries online. Both were exceeded with 21,000 members and 174,000 calls being deflected.

 

Our results

 

By working with Vodafone Group and Lithium, we implemented a formula to give us a proven dollar value to the Community activities. Using that formula, we can now show that the Community is worth more than NZ $3million to the business and that every member acquired is worth +NZ $2.50. It also helped to show that we exceeded our 2-year plan by more than $200k.

 

Additional business achievements

 

Additionally, we have been able to demonstrate additional business value through SEO – acquiring more organic visits to the Community as well as into the website; engagement – through measuring positive interactions, we’re able to show that customers interact more than seven more than previously – posts, kudos, tagging etc; brand value – by creating original content, we have increased our transparency to our customers by giving them direct access to product owners as well as external partners; and lastly by making Community the ‘gateway’ into self-help content and services we’re making it easier for customers to help themselves (and each other).


Company: Vodafone New Zealand Ltd Vodafone logo.png

Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager

Community: Vodafone Community (http://community.vodafone.co.nz)

Lithy category: Social ROI Titan

 

Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.

 

Our 2014 objectives

 

Growth to 20,000 members and to deflect more than 170,000 calls by resolving customer queries online. Both were exceeded with 21,000 members and 174,000 calls being deflected.

 

Our results

 

By working with Vodafone Group and Lithium, we implemented a formula to give us a proven dollar value to the Community activities. Using that formula, we can now show that the Community is worth more than NZ $3million to the business and that every member acquired is worth +NZ $2.50. It also helped to show that we exceeded our 2-year plan by more than $200k.

 

Additional business achievements

 

Additionally, we have been able to demonstrate additional business value through SEO – acquiring more organic visits to the Community as well as into the website; engagement – through measuring positive interactions, we’re able to show that customers interact more than seven more than previously – posts, kudos, tagging etc; brand value – by creating original content, we have increased our transparency to our customers by giving them direct access to product owners as well as external partners; and lastly by making Community the ‘gateway’ into self-help content and services we’re making it easier for customers to help themselves (and each other).

Status:
2015 Lithy Submission

Lithys 2015: Vodafone UK - Social ROI Titan

By JaniceK

Company: Vodafone UK Vodafone logo.png

Entry submitted by: James Butler (Butlerj7) Digital Product Manager

Community: Vodafone UK eForum Community (http://forum.vodafone.co.uk/)

Lithy category: Social ROI Titan

 

Vodafone is one of the world's leading mobile communications providers, operating in more than 30 countries and in partnership with networks in over 40 more. Across the world, we have almost 360 million customers and around 19 million in the UK.

 

Primary Objectives for 2014

  • Improve deflection from assisted service channels [Calls, LiveChat]
  • Improve commercial leads
  • Increase community engagement

 

Improve deflection from assisted service channels [Calls, LiveChat]

  • Community deflection from assisted channels increased in FY 14/15 by 2.4% YoY to 22.8%. Deflecting 2.2 million customers from assisted service channels.

 

How we achieved this:

  • Increase visibility of solved topics: In the three months after optimisation the total number of solutions had increased by 18% and total solution visits had increased by 16%.

Vodafone UK 1.png

 

  • Increased traffic to self-serve content: Traffic from Contact Us page to Community increased by 41% YoY as more customers select it as channel of choice. Since launching new custom component functionality in Sep 2014, 21,000 visitors have navigated directly to self-serve tools.

Vodafone UK 2.png

 

Vodafone UK 3.jpg

Improve commercial leads

  • In FY 14/15, on average, 800 orders a month visit the Community on their way to checkout.

 

How we achieved this:

  • Promotion of new devices and services: Custom component banners are seen by 130,000 visitors a week, generating high CTR and awareness.

Vodafone UK 4.png

  • Blog content integrated: Rich content added into blog templates on the Community driving further awareness and encouraging discussions. 

Vodafone UK 5.png

 

Increase community engagement

  • In Aug 2014 we launched the Premium Gameification module, with 26 badges and a review of our on-boarding experience. Since launched, 205,529 badges have been awarded, with 10 new members identified and added to our nurturing programme to develop Super Users.

 

Here is an overview of their activity since registering [Aug 14 – Mar 15]:

Number of Posts

354

Total Posts Read

14050

Gross Thanks Given

127

Gross Thanks Received

496

Total Minutes Online

6778

Accepted Solutions

11

Total Sign ins

439

 

How we achieved this:

  • Use bespoke functionality to identify potential Super Users: New members must achieve the first 5 ‘core functionality’ badges before unlocking further badges [Post, Reply, Give Kudos, Receive Kudos, and Update Profile]. This means that highly engaged users are identified early.

Vodafone UK 6.png

Additional business results

 

After launching Premium Gameification, we observed an increase in engagement across all of the core activities we targeted, with a 20% increase in kudos and a 7% increase in solutions.

 

3 months before

3 months after

Topics

4,466

5,590

Replies

28,777 [6.4 Replies per Topic]

35,319 [6.3 Replies per Topic]

Kudos

16,540 [3.7 Kudos per Topic]

19,845 [3.6 Kudos per Topic]

Solutions

588 [0.1 Solutions per Topic]

634 [0.1 Solutions per Topic]

Total Tagged Messages

928

978

                       

In order to earn the Welcome to the Community badge, awarded for completing the first 5 ‘core functionality’ badges, members would need to fill out a profile bio.

 

Vodafone UK 7 revised.jpg

Of the new members who we identified as potential new super users, the vast majority of them personalised their avatar, give a detailed biography and completed all other relevant fields [what device do you have, are you PAYG or PAYM customer]. Here are some great examples:

 

Vodafone UK 8.jpg

Vodafone UK 9.png

 


Company: Vodafone UK Vodafone logo.png

Entry submitted by: James Butler (Butlerj7) Digital Product Manager

Community: Vodafone UK eForum Community (http://forum.vodafone.co.uk/)

Lithy category: Social ROI Titan

 

Vodafone is one of the world's leading mobile communications providers, operating in more than 30 countries and in partnership with networks in over 40 more. Across the world, we have almost 360 million customers and around 19 million in the UK.

 

Primary Objectives for 2014

  • Improve deflection from assisted service channels [Calls, LiveChat]
  • Improve commercial leads
  • Increase community engagement

 

Improve deflection from assisted service channels [Calls, LiveChat]

  • Community deflection from assisted channels increased in FY 14/15 by 2.4% YoY to 22.8%. Deflecting 2.2 million customers from assisted service channels.

 

How we achieved this:

  • Increase visibility of solved topics: In the three months after optimisation the total number of solutions had increased by 18% and total solution visits had increased by 16%.

Vodafone UK 1.png

 

  • Increased traffic to self-serve content: Traffic from Contact Us page to Community increased by 41% YoY as more customers select it as channel of choice. Since launching new custom component functionality in Sep 2014, 21,000 visitors have navigated directly to self-serve tools.

Vodafone UK 2.png

 

Vodafone UK 3.jpg

Improve commercial leads

  • In FY 14/15, on average, 800 orders a month visit the Community on their way to checkout.

 

How we achieved this:

  • Promotion of new devices and services: Custom component banners are seen by 130,000 visitors a week, generating high CTR and awareness.

Vodafone UK 4.png

  • Blog content integrated: Rich content added into blog templates on the Community driving further awareness and encouraging discussions. 

Vodafone UK 5.png

 

Increase community engagement

  • In Aug 2014 we launched the Premium Gameification module, with 26 badges and a review of our on-boarding experience. Since launched, 205,529 badges have been awarded, with 10 new members identified and added to our nurturing programme to develop Super Users.

 

Here is an overview of their activity since registering [Aug 14 – Mar 15]:

Number of Posts

354

Total Posts Read

14050

Gross Thanks Given

127

Gross Thanks Received

496

Total Minutes Online

6778

Accepted Solutions

11

Total Sign ins

439

 

How we achieved this:

  • Use bespoke functionality to identify potential Super Users: New members must achieve the first 5 ‘core functionality’ badges before unlocking further badges [Post, Reply, Give Kudos, Receive Kudos, and Update Profile]. This means that highly engaged users are identified early.

Vodafone UK 6.png

Additional business results

 

After launching Premium Gameification, we observed an increase in engagement across all of the core activities we targeted, with a 20% increase in kudos and a 7% increase in solutions.

 

3 months before

3 months after

Topics

4,466

5,590

Replies

28,777 [6.4 Replies per Topic]

35,319 [6.3 Replies per Topic]

Kudos

16,540 [3.7 Kudos per Topic]

19,845 [3.6 Kudos per Topic]

Solutions

588 [0.1 Solutions per Topic]

634 [0.1 Solutions per Topic]

Total Tagged Messages

928

978

                       

In order to earn the Welcome to the Community badge, awarded for completing the first 5 ‘core functionality’ badges, members would need to fill out a profile bio.

 

Vodafone UK 7 revised.jpg

Of the new members who we identified as potential new super users, the vast majority of them personalised their avatar, give a detailed biography and completed all other relevant fields [what device do you have, are you PAYG or PAYM customer]. Here are some great examples:

 

Vodafone UK 8.jpg

Vodafone UK 9.png

 

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