Problem: Cordiant, an enterprise software company, needed a better way to coordinate the needs of individuals involved in the product requirements process.
Solution: They created Chordiant Mesh, and online community powered by Jive’s Clearspace, where employees, developers, customers and partners can collaborate about product development. The feedback was very positive, resulting 15 successful collaborative product releases.
Problem: Linksys, a Cisco Division, needed to reduce support costs while upholding high levels of customer support.
Solution: The company partnered with Lithium, an early leader in social CRM, to create an online support community. The deployment of the community increased self-service participation, which reduced the need on costly phone support. Linksys reported savings in the millions.
Problem: Enterasys Networks, has hundreds of employees stationed around the globe. They required a social networking tool that would eliminated geographical boundaries and let their employees communicate in real time.
Solution: They decided to deploy Salesforce.com’s Chatter application. The company experienced improved service performance, thanks to real time collaboration on service issues. Additionally, the sales team was able to work more closely together and close a record number of deals in the first quarter after implementing Chatter.
Problem: H&R Block wanted to find a way to see what their customers were talking about in order to anticipate problems before they arose.
Solution: The company decided to use Radian6′s social monitoring technology to achieve this goal. The trend analysis tool allowed the company to drill down into community conversations and see which topics were creating the most buzz. This gave them better insight, enabling H&R Block to be more proactive in their customer service.
Problem: Pepperdine University was looking for a better way to encourage collaboration among students, staff and faculty.
Solution: They partnered with Yammer to create a Twitter-like environment where users could interact and communicate in real-time and with more transparency.
They saw an increase in community participation, due to the familiar UI, which has helped to enhance the learning and teaching process.
Because it’s still in its fledgling stage, Social CRM still has a few kinks that need to be ironed out. However, these case studies stand as a testament to the potential of this new market segment. It will be interesting to see its growth and maturation of the coming years.
