1. ROI Success Stories
#CSMSF June 2012
Michael Procopio
Social Media Strategist
HP Information Management & Analytics
Twitter: @MichaelProcopio email: mjp@mprocopio.com
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.

2. Return
=
Revenue
or
Cost
2

3. 3
Investment
=
Money spent
or
Resources used (converted to money)
3

4. 4
Return on Investment
=
Return – Investment (cost)
-----------------------------------
Investment
4

5. Example marketing: Lead Generation
$2000 return - $75 investment
----------------------------------------
$75 investment
= 2567% ROI
5

6. Example (Support): Call deflection
• Support call costs = $15-40 [1]
• More than 20 million customers found solutions from
600,000+ posts on an HP Community [2]
• HP saved $2M from call deflection [3]
Sources
6 [1] Stone Cobra; [2] Lithium; [3] Frost & Sullivan

7. R&D: Using community for beta test
Before – with email
50 beta users supported by 5 engineers
4x greater efficiency
After with branded community forums
200 beta users supported by 5 engineers
7

8. Social Intelligence problem
ENHANCE WARRANTY & The warranty & claims, quality
CLAIMS MANAGEMENT management and product
WITH SOCIAL development departments
INTELLIGENCE gathered information related
PRIMARY EUROPEAN AUTOMOTIVE
to quality issues and product
MANUFACTURER
defects through the warranty
Situation process.
• Time delay in getting data
Disclaimer – HP project
8

9. Social Intelligence Solution
Solution Results
 Ease of use front end, like Identifying potential defects
“Google” search. and quality issues earlier
through Social Media
 Enable users to do intuitive root information
cause analysis, identifying
cause connections between What took days, now takes
warranty cases and Social hours
Media discussions
9

10. Thank you
Please contact me if you have questions
Michael Procopio
Social Media Strategist
Twitter: @MichaelProcopio
email: mjp@mprocopio.com
© Copyright 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.