Complaint Management on Social Media

for
Ministries and State Governments
The People

Team Engineering CX Consultants

250+ 120+ 20+
Team from Adobe, Centers in Bangalore Data science and
Oracle, Salesforce and Delhi strategy
The team

Team Software Engg. Consulting

170+ 100+ 10+

Team includes 25 Dedicated full-time R&D Enterprise consulting
people from and development centers team specialized in
premier institutes in Bangalore CEM
like IITs / IIMs.

Backed by
The people

Vishrut Chalsani Ankur Singla Pratik Vimal Ankur Joshi

Co-founder and CEO Co-founder and CSO Head, Consulting Head, Partnerships
IIT Bombay graduate NLSIU, Bangalore grad IIT Kanpur grad IIT Bombay grad
Ex-Zinnov Consulting Ex-Linklaters LLP Ex-PwC Ex-Deutsche Bank
Some of esteemed clients
Complaint Management Life Cycle
Issues with Manual Complaint Management

•Manual
•Noting down in registers
•No MIS
•NoAccountability
•Selective Responses
•No collaboration
•No CSAT
 Future Ready Solution for Complaint Management

Twitter

Firehose Call and SMS Integration Issue types over time

Facebook

Workflow Engine
Tool automatically creates tickets for all actionable items
Departm ent Performance across areas

Agent response time

IndicCrawler
Blogs

CPGRAMS| 138 | SMS SocialMediaTeam Department Heads

CustomMetrics
All stakeholders on One (Direct) Platform
State Ministers
Office

District (DM)
SP (Police Hq)

Public Town & Municip Tourism Vigilance

Police Health ality Transport Election
Works Planning

SHO/
Traffic
 ADay of Complaint Management by leveraging IT

Tweets Tickets Resolution Custom Analytics

Reporting
~700 Actionable Tickets
~6500 Daily Tweets

Replying on Tickets
1. Actionable 1.Sentiment 1. Assigning tickets 1. Geographical
2.Non-actionable Analysis to concerned (Zone/Div.)
(Neutral, Negative, authority (Dept.)
Positive)
2. Redressal/ 2. Functional
Comments of the (Department wise)
2.Priority Respective
Categorization Department on
OneDirect 3.Agent
(Normal, High &
Urgent) Performance
3.Feedback/
Acknowledgement
by the complainant
4. Any other
Customized
Metrics
 Social CRM(Customer Relationship Management)
View of Dashboard

Social CRM (Customer Relationship Management) is used for social media services,
techniques and technology to enable organizations to engage with their customers.
 Action on tickets for arranging the required help to complainant

1. He/she feeds to the system some key details – issue types, nature of ticket – on the click of a button.
2. When a ticket gets resolved, official marks the ticket as resolved.
3. Once the official receives a token of thanks (or after no activity on the ticket), he/she closes the ticket.
 Real-time Analytics ToImprove State’sProcesses

Department Response Times as per Case Type Most frequent issues

Ticket status as per Departments

Issue types as per Geography
 Real-time Analytics to Improve Agent Performance and
Quality

Agent response time over time Agent SLAs

Agent Login Hours

Agent tickets overtime
All Channels – 1 System
•Facebook
•Twitter
•Email
•Calls (After Integration)
•Mobile Application (After Integration)
•CPGRAMS (After Integration)
•Playstore Reviews
Our Product Offerings
OneDirect Marketing Cloud
Put the voice of the customer at the heart of your business
Business Intelligence
For the AC Category, audience is engaging with Daikin on Facebook and Twitter whereas Bluestar has the maximum
mentions with a positive sentiment.
Insightful DemographicAnalysis
Voltas and Daikin have a healthy male to female engagement ratio.
Social Command Center

• Track the effectiveness of campaigns run by your peers

Competitor intelligence • Evaluate the key differences between Demographics, Keywords and engagement against
your competition

• Find your potential customers in form of social leads.

Engagement • Understand the purchase intent of customers towards new products or services in new
geographies

• Understand what customers are talking most about the brand

Brand Monitoring • Keep a track of your brand sentiment real time
• Best platform to know the true voice of the customer

Note: Sample screens

Social Command Center

• Analyze problems faced by customers in the consumer durable industry

Consumer Insights • Break down conversations to compare.
• Establish and monitor Digital Focus Groups

• Analyze the entire consumer durable industry real time.

Sector Reports • Correlate the demand with volumes specific to geographies

• Measure real impact and generate actionable insight from current campaigns
Campaign Management • Identify relevant individuals in order to execute targeted campaigns

Note: Sample screens

OneDirect Feedback Cloud
OneDirect enables you to capture feedback at every stage in the customers’journey

In The Moment Post Experience Social Interactions Customer Care

Through multiple channels

Email SMS Receipt Tablet Mobile Call Website IVR QR

Social
Surveys Surveys Surveys Surveys Feedback Center Intercepts Feedback Codes

Integrate your existing software

OneDirect easily imports data that has been generated or captured by other systems: whether PoS, CRM, email, or ERP
Railway Achievements
•Average Response Time down to 30 Minutes
•Response to more than 90% ActionableTickets
•No Manual efforts
•Auto MIS – We know which areas need improvement
•Improved response rates from DRMs
•We can measure DRM performance
•Covered in Media, Journals lot of times
PM Modi visits Customer Engagement Stall at Rail
Shivir 2016
Love and Appreciation from Media and Public
Integrated App for Complaint Management: CustomerEnd

Complaint Management app enables

citizens to easily post complaints through
multiple channels such as:

❖ Twitter
❖ Facebook
❖ SMS 139
❖ Dial 138
❖ COMS
❖ CPGRAMS
THANK YOU