What’s Inside?
- Seamless Salesforce Social Studio integration for Twitter and Facebook.
- Operational maintenance of the existing Sales Cloud CRM.
- Enhanced customer engagement and advanced social care coaching.
Context
A leading French gaming and lottery operator recently implemented a Sales Cloud CRM. Following this deployment, the company sought expert assistance for ongoing system maintenance and to elevate their customer engagement strategies.
Challenges
The organization’s sports division needed a structured way to interact individually with sports bettors across social media platforms, specifically Twitter and Facebook. To ensure high-quality interactions, they aimed to provide better follow-ups through satisfaction surveys. Furthermore, management required precise tracking and steering of these commercial activities.
The Solution
- Utilization of the existing Sales Cloud platform.
- Deployment of Salesforce Social Studio for advanced social media listening and engagement.
Our Contribution
- We provided operational maintenance for the Sales Cloud solution.
- Our team executed a full Salesforce Social Studio integration and synchronization.
- We implemented a mechanism to recover satisfaction surveys directly from Twitter.
- We improved the overall process for handling client requests and surveys.
- We built comprehensive reports and dashboards to track response efficiency.
- We delivered targeted coaching on platform usage and social care.
Benefits
- Noticeable augmentation in overall customer engagement.
- Improved management and tracking of commercial activities, including agent response times and individual satisfaction scores.
- Empowered teams through dedicated social care and engagement coaching on social networks.
Key Figures & Dates
- Project duration: 02/2020
- Workload: 20 man-days
- Impact: 22 users
