Cerebrate Solutions is a front runner in the field of ORM, Social Listening, and Crisis Tracking. With a team of 50 plus working dedicatedly on each project, we cater 24 hours X 365 days to a variety of industries from BFSI to Fantasy gaming to entertainment, etc.

2. cerebrate
– verb (used with or without object), cer-e-brate
To think or cogitate, especially to make inferences or
decisions or to solve problems
Origin: 1870-75

3. WHO ARE WE?

4. are a process-driven Digital Data Intelligence company
enable brands to take data-driven business decisions
use a combination of sophisticated analytical tools and human
intelligence
go beyond sentiment analysis and deep-dive into data to derive
actionable insights
are a 50-member team that captures data, monitors conversations,
and responds – all in real-time
do it 24 hours a day x 365 days a year!
W
E

5. SERVICES WE OFFER

6. digital customer experience
crisis management
competition benchmarking
social media audit
social media listening

7. WHAT MAKES US UNIQUE?

8. EXCEPTIONAL
ANALYTICAL SKILLS
COLLABORATIVE
MANAGEMENT
SUPERIOR
CRISIS
MANAGEMENT
EXPERIENCED &
EFFICIENT TEAM
24 x 7
OPERABILITY
Ready 24 hours x 7 days
ORM process service setup
Team of experts to analyze
the conversations, its
sentiment, define
appropriate action, and
identify inferences
Real time alerts on PR and
Social Media crisis and
recommendations to
contain it
Ability to coordinate and
collaboratively work with
various departments at the
brand’s end, and provide a
360-degree ORM assistance
Analytical skills to help the
brand understand its
current online presence,
course correction, and plan
future course of action

9. OUR VALUE PROPOSITION

10. Understand how consumers
are reacting to your brand's
vision
Get real-time feedback on the
performance of your product/service
Make sure your customers are getting a
robust service and their complaints / queries
are being addressed
Empower your team with real-time updates
and bug-reports to ensure website/mobile app
glitches don’t go unnoticed
Let your employees be the voice of your
brand across platforms and monitor their
conversations over the internet
Get in-depth campaign analysis and understand
the effectiveness of your communication strategy
PRODUCTS
& SERVICES
MARKETING
TECHNOLOGY
CUSTOMER
SUPPORT
EMPLOYEE
RELATIONS
CORPORATE
COMMUNICATIONS

11. THE PROCESS

12. COLLECTING
DATA
PROCESSING
DATA
TAGGING
ANALYSING
DRAWING INFERENCES
REPORTING &
ANALYSIS

13. OUR CLIENTS

15. OUR PARTNERS

17. CUSTOMER SUCCESS STORIES

18. WHAT WE DID
Our flagship client since 2014
Track over 1 lakh conversations every month in a 16 hours X 7 days shift
based process across all online platforms
An advanced ORM tool, Konnect Insights, deployed to discover, tag, and
exchange conversations about the brand
All conversations scanned using human intelligence for relevancy, product
type, content type, action required, influence, user demographics etc. –
extracting business intelligence from social conversations
A TAT-based process defined for providing quick resolution to the online
consumers
Knowledge portal and CRM used by the brand’s call center team used by
the ORM team to provide first-hand resolutions
Complaints addressed through direct messages on Facebook and Twitter

19. WHAT WE ACHIEVED
Set up a sophisticated Social Media Command Center at the brand’s HQ
Quick resolution was provided to every online customer as per defined TAT
40% actionable conversations were resolved by the ORM team using the
knowledge portal and CRM without escalating them to the back office
Customers trust and loyalty was built – rants decreased from 45% to 8%
Customers started using direct messages (DM) to reach out to the brand,
hence, restricting the use of Twitter and Facebook to mostly marketing
activities
Reduction in the cost of back office as ORM team could directly provide
resolutions
Daily dashboard to provide visibility to the management including the
Chairman

20. WHAT WE DID
Crisis Management services for a Bollywood movie starring the King of
Bollywood
Tracked more than a million conversations in a span of one and a half
month in a 24 hours X 7 days shift
Conversations scanned using human intelligence to identify potential
threats for the movie, actors, the production house, etc.
Negative conversations by influencers or repetitive haters, fan clubs of
rival movie
Escalated influential negative conversations and negative PR to the
marketing team on real-time basis
Real-time flow of information enabled by a purposeful WhatsApp group
Controlled piracy and movie leaks by tapping all the Torrentz sites,
YouTube, and online movie viewing sites

21. WHAT WE ACHIEVED
Positivity about the movie increased drastically
Huge positive content created for the movie, which involved online
audience to support the movie
Helped the marketing team in trending various hashtags on each day
during the movie release week
Marketing team was able to take necessary actions on negative
conversations that were highlighted
Daily qualitative reports helped the production house in planning the next
activities
Over 2,500 Torrentz and online movie links were identified and reported,
thus controlling the piracy
Movie worked well in theatres

22. WHAT WE DID
One of the leading AMC in India since 2014
Command center with a 24 hours X 7 days real-time tracking of all
conversations about the brand, its leaders, its marketing activities, and
competition
Conversations tracked using an ORM tool and manual search
Conversations scanned using human intelligence for relevancy, product
type, content type, action required, influence, user demographics etc.
Every actionable conversation (request/query/complaint/feedback/sales
lead) responded and escalated within a TAT of 5 minutes
Sales opportunities from the competition tracked and escalated to the
customer support team
Competition and industry tracked to compare with brand, identify trends in
the AMC category, providing an edge in marketing and product
development

23. WHAT WE ACHIEVED
Set up a 24 hours X 7 days Social Media Command Center
Only brand in the AMC category to maintain the ‘Very Responsive’ Green
badge on Facebook for more than a year
100% queries and complaints addressed within a resolution TAT of less
than 4 hours
Comprehensive ORM monthly reporting to provide insights about brand,
competition, PR, marketing campaigns, customer support
Insights by the ORM team helped the brand in designing marketing
strategies, product innovation ideas, and improving the customer service
levels
Daily dashboard to provide visibility to the top management (CEO and
CMO)
Social Listening reports helped brand design a new product, and the
marketing strategy to launch it
Comparison with competition helped the brand in being a step ahead of
the competition

24. WHAT WE DID
Online fantasy sports platform that allows users to pick their teams for
sports like Cricket, Football, NBA, Hockey, etc.
Set up a 18 hours x 7 days Command Center for the brand with real-time
response management system on social media platforms
Conversations carefully monitored with not only the tool data but also
manual search that helps identify the issue and get to the root cause
Conversations classified into various categories depending on the
query/complaint of the customers
TAT of 30 minutes followed throughout the shift that keeps the whole
response management/crises management robust

25. WHAT WE ACHIEVED
Set up a 18 hours x 7 days war-room for the brand to tackle all kinds of
conversations
Extended coverage to all the relevant platforms
Successfully monitored through the IPL season by increasing the team size
along with extended shift hours that resulted in Zero Downtime and robust
responsiveness
Extensive campaign analysis throughout the season that helped the
marketing team in analyzing the issues and rectifying them before things
went out of proportion
Provided expert opinion & analysis during the times of crises
Increased the number of relevant conversations by 400% owing to timely
responsiveness and efficient tracking

26. Case Study :
Activity Name: GBR Response Management for ICICI Bank
GoogleMyBiz Locations Managed: ICICI Bank Branches & ICICI Bank ATM`s linked Branches of count 5000+.
Operations Time: 9 AM To 6 PM; Mon – Friday & bank working Saturdays
SOP followed:
• All the GMB locations are mapped in the Simplify360 tool
• User query, compliant & feedback shared across managed locations are collected & tagged basis conversation type.
• For the tagged conversations, response bank is created to revert to users which is done by Team Cerebrate within a defined
SLA.
• For the untagged conversations, cases are forwarded to the ICICI Bank team for review & appropriate response.
• Once response is received, its posted to users on the respective GoogleMyBusiness Location.
• On a fortnightly basis, coverage & feedback report shared with Team ICICI Bank for updates, forward decision making on
process improvements/ branch level training with aim to improve Customer Experience.

27. Potential Benefits Realized :
• Brand receptivity maintained at GBR managed locations has resulted in user getting answers to their queries &
redressal point to their concern mitigating the risk of same user posting on Social leading to crisis linked to
Brand Reputation Damage.
• Timely feedback shared in the fortnightly report has led to an opportunity to apprise the Branch level SPOC
on moments of user appreciation or change in process/ staff training improving user walk-in experience.
• Process leading from Receptivity to Concern Addressal has provided an opportunity to improve the locations
positive tonality & star ratings along with gathering user feedback MOM for improving branch level customer
centricity levels to walk-in customers.

28. Case Study :
Activity Name: Google locations management & Response Management for HDFC Ltd
GoogleMyBiz Locations Managed: HDFC Ltd branches of count around 500
Operations Time: 9 AM To 6 PM; Mon – Friday & bank working Saturdays
SOP followed:
•User query, compliant & feedback shared across managed locations are collected & tagged basis conversation type.
•For the tagged conversations, response bank is created to revert to users which is done by Team Cerebrate within a defined SLA.
•For the untagged conversations, cases are forwarded to the HDFC Ltd CS team for review & appropriate response.
•Once response is received, its posted to users on the respective GoogleMyBiz Location.
•On a fortnightly basis, coverage & feedback report shared with Team HDFC Ltd for updates, forward decision making on process
improvements/ branch level training with aim to improve Customer Experience.
•All physical owned locations by HDFC Ltd on Google added, info updated as per brand guidelines. Fake locations flagged &
Inappropriate reviews taken down by filing appeal with Team Google.

29. Potential Benefits Realized :
• Verified & updated locations have enabled HDFC Ltd to run Hyper Local marketing campaigns driving leads to
branches for new home loans sales.
• Brand receptivity maintained at GBR managed locations has resulted in user getting answers to their queries &
redressal point to their concern mitigating the risk of same user posting on Social leading to crisis linked to Brand
Reputation Damage.
• Timely feedback shared in the fortnightly report has led to an opportunity to apprise the Branch level SPOC on
moments of user appreciation or change in process/ staff training improving user walk-in experience.
• Process leading from Receptivity to Concern Addressal has provided an opportunity to improve the locations positive
tonality & star ratings along with gathering user feedback MOM for improving branch level customer centricity levels
to walk-in customers.

30. Athikur Rehman Ansari
Founder and CEO
Asif Sayed
Head of Operations
An MBA with more than 15 years of work experience makes
Athikur an industry veteran. He spearheaded the team that
set the foundation of ORM in the country in as back as
2010. After successfully establishing a Social Media
Command Center with a leading social media agency, he
decided to use his experience to fuel his own venture:
Cerebrate Solutions. Technology and Sports keep him
occupied during his leisure time.
A Commerce graduate by education, Asif has a strong
background in back-office operations spanning over a
decade. He joined Cerebrate Solutions as a Manager in
2014, and currently heads Operations. He likes to be on
top of everything that has to do with his line of work. He is
keen about Sports.

31. For more information..