Dell

Director

Computer technology company | Worldwide presence

Strategy

Platform

Channel strategy

• Brand Accounts

• Career Accounts

• Social care accounts

They want to achieve:

• Listen to the users

• Increase engagement and build relationships

• Identify actionable insights

Social listening:

• 65% of mentions are product related

• Early crisis detection

Social care:

• Dedicated team for Social care

• Any CRM integration

• 16 languages supported

• +7M inbounds received

Social selling

• Not integrated with CRM – Only social DATA

• Everything is managed through Sprinklr (by an agency)

Usage

• Publishing

• Planner

• Monitoring & Engagement

• Content management

• Integrations – None

• Artifitial Intelligence

• Chatbots

• Intuetion moderation

• Display

Sprinklr purpose

• To streamline work process and improve workflow

• Save time by automation – Increase productivity

• To improve security

Conclusions

• Audit model built – Periodical functionalities justification

• Social Studio is negatively perceived

- Listening limitations

- Limited networks supported

450 licenses

85 accounts

4 years of usage

10% B2B

+15.8M Followers

+480k interactions

+12k posts

• @Dellcares and @DellEMCsupport on Twitter

• @DellEMCsupport on Facebook

450 people dedicated to inbound management

• In 2015 they used to received 250k.

• They expect this number to increase up to 8M by 2020.

• None increasement in headcount

• Sprinklr is not dessigned

to be integrated with other

tools which means that the

integration process can

be unsmooth and

complex.

• Program managers

team vs. IT profiles

• Using Sprinklr chat bot engine

It handles the 35% out of total

inbounds volume 75% out of

that 35% does not require

human intevention Available in

16 languages