1. Use Cases

2. Use Case – Social Listening by Topic
Summary
Social Analytics: Call Center Supervisor receives real-time social data on insight counts related to Client X
Pre-Condition
NetBase Client X profile composed appropriately
Key Takeaway
Client X leadership gains a better understanding of the company’s social brand and a foundation is established for downstream social data consumption
A. NetBase Administrator*
Configures Client X profile appropriately
B. Call Center Supervisor*
Selects button to view real-time Social data
C. CRM Suite
Initiates request to retrieve real-time social data
F. Better Understanding of Social Brand and Higher Engagement with Customers*
E. Call Center Supervisor*
Presented with visualization of Client X topics
D. Social Listening Platform
Returns insight counts for the previous 7days based on a range of pre-selected Client X related topics
* Use case components highlighted in grey will now be demonstrated by the working teams

3. C. Customer and Retail Store Rep*
Use Case – Up-sell Opportunity
Summary
Marketing team configures a Springtime accessory promotion offer and sends to qualifying target customers. Customer enters retail store for an unrelated reason (to change his rate plan), and the RSR uses knowledge gained from Customer Interaction Initiative to up-sell him on the accessory promotion
Pre-Condition
Existing customer who meets pre-defined campaign criteria (ARPU >$80)
Key Takeaway
The RSR will be able to up-sell to the customer because the RSR now has complete knowledge of a previous campaigns sent to the customer across all channels. Key metric improved: Higher ARPU
A. Marketing Manager
Defines Springtime accessory promotion offer in Campaign Management Tool
B. CM Employee
Creates eligible target customer group and sends campaign via SMS to target group
E. Customer*
Accepts the offer for discount to purchase an accessory; the acceptance action is recorded
C. Customer and Retail Store Rep*
When customer enters store to change rate plan, RSR offers to help and requests his info to access the Front End System and Customer Interaction InitiativeV
D. Retail Store Rep*
Noticing the recent offer sent to the customer via SMS in Customer Interaction Initiative, RSR identifies the accessory up-sell opportunity
* Customer and RSR use case components will now be demonstrated by the working teams

4. Enters store to browse for accessories
Use Case – Personalized Sales Experience
Summary
Customer enters retail store with the intention to buy an accessory; RSR assists customer with various accessory options based on customer Web transaction history
Pre-Condition
Existing customer searched for accessory on Client X web site within the last 2 weeks. Unrelated to this transaction, customer is also eligible for an accessory offer
Key Takeaway
The RSR will be able to provide a personalized sales experience to the customer, wowing the customer with offers that suit his particular desires. Key metric improved: Higher Retention
A. Customer
Logs into his Client X account and browses accessories on the Client X web site
B. CM System
An outbound message offering a 10% accessory discount code is sent to the customer via
C. Customer*
Enters store to browse for accessories
F. Customer*
Buys accessory at a discounted price; the acceptance action is recorded
E. Retail Store Rep*
Sees the Web history and accessory discount ; Uses knowledge from Customer Interaction Initiative to help customer choose an accessory in a personalized manner
D. Retail Store Rep*
Offers to help the customer in store, requesting his info to access the Front End System and Customer Interaction InitiativeV
* Customer and RSR use case components will now be demonstrated by the working teams

5. Use Case – Identification of Credit Abusers
Summary
RSR receives a complaint from a prepaid customer claiming poor call quality and requesting credit for the lost minutes; RSR identifies this customer as having called or visited the retail store with similar requests several times in the past few days, and refrains from giving the customer the credit
Pre-Condition
Prepaid customer has received 3 credits within the last 10 days
Key Takeaway
The RSR will be able to identify that this customer is causing Client X to give unnecessary service credits by having visibility to the customer’s interactions across channels.  Key metric improved: Reduced Cost of Service.
A. Customer*
Enters store complaining of poor call quality and requests a credit
B. Retail Service Rep*
Pulls up Customer Interaction Initiative; identifies a trend of multiple call-ins / in-store requests from the customer as well as multiple credits provided for poor service
C. Retail Service Rep*
Escalates issue/trend to supervisor due to the customer already having received multiple credits in a short time frame
E. Retail Service Rep*
Informs the customer that a credit cannot be provided at this time
D. Supervisor*
Advises RSR to reject the request for a credit due to the customer’s interaction history
* Customer and RSR use case components will now be demonstrated by the working teams