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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