Part 2 of review of Buzzient social media integration with Oracle Siebel

1. On Demand Education Ltd – Blog - Putting Social Into Siebel Pa... http://ondemand-education.com/blog/?p=641
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Putting Social Into Siebel Part
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Published on March 12, 2012 by CCHENG in Buzzient, Siebel CRM On Demand,
Siebel Enterprise, Social CRM
This is part two of a series of posts about the Buzzient Integration into
Siebel CRM and CRM On Demand. Part One can be found here
(http://ondemand-education.com/blog/?p=614).
There is also a discussion thread in the LinkedIn Group here
(http://www.linkedin.com/groupAnswers?viewQuestionAndAnswers=&
Follow this blog
discussionID=100165355&gid=56714&commentID=72214097&
trk=view_disc&ut=3eX7xr6AfKEl81).
Following on from the last post, the Buzzient Integration with Siebel Archive of Posts
CRM also provides a clear avenue of engagement for Customer
Service Representatives who need to interact with Facebook. The March 2012
initial concept of the Dashboard is the same as that used in the February 2012
previous example with Twitter, and the process to create a Service January 2012
Request is just as simple – mouse over the Facebook post and click
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the Create hyperlink.
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Buzzient Integration with Siebel CRM - Facebook Interaction
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The user, as before, has visual cues via the Sentiment Analysis built in, Email Address*
and does not need to leave Siebel CRM to go and post to Facebook.
The interactions are fairly seamless and the flow back and forth
between the Facebook user and Siebel CRM User Interface quite First Name
good.
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Facebook Interaction via Siebel CRM with Buzzient
There are still a few things about this integration that we didn’t have a
chance to mention the last time. Also integrated into the package are a
very neat, simple and clear set of Business Intelligence dashboards.
Once again what we are liking in all of this is the down-to-earth
approach. Helping people get to the basic core of Social CRM is going
to prove a lot more useful than endlessly arguing over what Social
CRM actually means. If we want user adoption, think what the users
need (now, there is a revolutionary idea).
Buzzient Dashboard in Siebel CRM
If you set up Filters for your Dashboard, then you can of course set up
Email Alerts to let you know what is happening out there, for example
when negative sentiment is posted.
Alert from Buzzient by Email
Finally, the addition of the simple to use Publish2Social to enable some
basic outbound communication was a good idea. Once again, this is
not about providing bells and whistles that most of my customers would
never use, it is about solid practical steps to getting your Social CRM
strategy running with simple, easy to implement ideas. Setting up and
executing a basic outbound message is really quick and easy, and I
can see how then closing the loop with the Service Request or
Opportunity objects would be a simple and effective way of introducing
Social Media into your wider mix.
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3. On Demand Education Ltd – Blog - Putting Social Into Siebel Pa... http://ondemand-education.com/blog/?p=641
Publish2Social in Siebel CRM
Of course, the content delivered through the Publish2Social tab in
Siebel CRM is visible to the Twittersphere (or whereever you are
targeting).
Publish2Social Output
Now the Siebel CRM guys will all be looking deeper into this integration
and will be wondering what the next step in the direction of Buzzient
will be (Business Service? API? Web Service Access). Symbolic URL
Web embedding is a simple and practical way to go, but it does have
limitations if your company is ready to go to the next level. We will have
to wait and find out.
We were very happy to get our hands on the Buzzient Demo System,
and thanks to Dean for sorting it out. If any other competitors or players
in this space want to give us access to their own platform, we would be
delighted to give our thoughts.
Tags: buzzient, siebel, social crm
« Putting Social into Siebel CRM
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