1. CON F I DENT I AL + NOT F O R D I ST R I BUT I ON
How Bing Searched 65,000 Social Mentions to Find the Right People
Objective: Influencer Identification, Relationship Building, Cost-Effective Resource Utilization Solution: Social Marketing@Scale
The Story
The successful launch of Bing Rewards led to an explosion in
the amount of inbound traffic directed to @BingRewards and
overwhelming the staff assigned to monitoring. The volume made
it extremely difficult to efficiently identify the most high-potential
community members for future engagement.
What Happened? The Results
In a three way partnership, the Microsoft Bing team joined forces
with Sprinklr and Mr. Youth to properly and quickly manage over
65,000 inbound messages in just one month. Not only that, Bing:
• Rapidly prioritized every single message for timely action using
Sprinklr’s Participation, Influencer, and Spam Indexing engines
• Automatically routed messages based on keywords and existing business workflow into
the appropriate queue, ensuring that the Bing team would only see the most relevant
messages, while hiding spam and irrelevant messages from view entirely.
• Set up a persistent keyword search to track and archive all relevant tweets for future
action and sentiment analysis.
What You Can Learn
It’s About Technology + Related Services
Social@Scale Technology: Automated indexing of users
accelerates response times and increases time spent on engagement
with most valuable community members. Automated message routing
ensures that the right message is put in front of the right employee for
response, minimizing time spent on internal coordination.
Social@Scale Governance Framework: Aligning business rules to
keywords and workflow provides for unified voice of the brand in
outbound communications and consistent execution in engagement
across multiple team members.
Social@Scale Operational Framework: Adapting existing
business taxonomy to social data helps bridge the gap between social
behaviors and traditional business metrics and creates a singular view
share with a colleague
of the customer.
H o w t h e E n t e r p r i s e D o e s S o c i al @ S cal e
CONFIDENTIAL + NOT FOR DISTRIBUTION | © SPRINKLR, 2012