COLUMBUS, Ohio, March 24, 2011 – Astute Solutions (www.astutesolutions.com) today announced the launch of Astute Social Relationship Management (SRM), a comprehensive social CRM solution. Astute SRM advances enterprise social media management by integrating extensive monitoring, analysis, management, and engagement capabilities into a single solution.
Astute SRM helps companies tap the full potential of social media by addressing the major challenges it presents. The solution enables them to:
•Identify relevant communications across blogs, Twitter, Facebook, YouTube, review sites—and millions of others—while filtering out the noise
•Understand the meaning and sentiment behind what consumers are saying in real time
•Eliminate the costly, labor-intensive processes associated with monitoring and managing social communications
•Quickly identify and respond to emerging trends, issues and threats
•View high-level trends and individual conversations about relevant brands, products, and competitors—as they happen
•Understand who is driving the conversation and who is being influenced
•Integrate social interactions and insights with existing CRM, contact center and enterprise systems
The Astute SRM solution functions as a critical component of an organization’s cross-channel customer relationship strategy, and as a key enabler of integrated marketing management. Its capabilities include:
•In-depth Social Media Monitoring — Astute SRM leverages a proprietary crawler that automates the discovery of new and relevant conversations over millions of social media sites.
•Natural Language Processing (NLP) — The solution automatically reads and determines the content and intent of each social media interaction—greatly reducing the cost-and resource-drain of having a staff member read each post, tag or categorize it, and determine what to do with it.
•Intelligent Expansion – Through large scale association, Astute SRM automatically expands the topics/competitors/terms relevant to a company’s respective industry. It is adept at understanding comparisons (better than/worse than) and at associating brands to identify competitors. Additionally, an organization can integrate company- and industry-related terms/wikis/dictionaries to “teach” the solution specific knowledge. This ensures they will not miss relevant posts, while addressing the challenges and shortcomings of manually defining all relevant keywords and keyword combinations up-front.
•Advanced Content Analysis/Deep Sentiment Analysis — The Astute SRM solution distinctly identifies a broad spectrum of emotions—including affection, appreciation, gratitude, anger and disdain—to help companies identify fans, threats and more.
•Profile and Influencer Analysis — Helps companies understand who is talking about them, where they are located, their level of influence, the source of their activity, languages—even self-reported demographic information.
•Brand Analysis — Astute SRM shows an organization which terms and topics are being associated by their brands and competing brands—revealing how the company is positioned in the minds of consumers and providing insight on how to improve.
•Workflow Automation — The Astute SRM solution immediately routes and escalates social media interactions based on a company’s pre-defined business rules. It enables collaboration and delegation between team members in responding to communications.
•Engagement Tools — A representative can quickly and conveniently respond to issues within their inbox, mobile device, browser, instant messenger, or CRM tool. They can create and manage responses, collaborate with others, delegate, add notes and more—all within the Astute SRM social media management tool. This capability simplifies the process of engaging with individuals and groups in the right format, via their preferred channel.
•On-Demand Reporting Capabilities — With Astute SRM, key personnel have access to insight—whenever they need it. The solution offers a wide range of configurable and actionable reports that can be accessed in multiple formats, across the company. Managers can configure their own real-time dashboards around the issues they care about, and can receive reports in PDF, CSV or other formats.
With the flexibility to scale Astute SRM across teams, departments and the enterprise—and to integrate social CRM with contact center/CRM systems—organizations increase responsiveness, efficiency and agility.
Through a unified view of the customer that links social profiles to interaction histories, and real-time analysis dashboards, customer service organizations uncover gaps in service processes and identify what’s most important to key customers. Changes are prioritized and proactively communicated though social channels. Customer satisfaction, retention and advocacy increase.
Marketing and sales teams leverage detailed, real-time intelligence about customers, prospects and competitors to improve messaging, targeting, SEO, and positioning. With the ability to continuously monitor conversations, they can gage the volume and velocity of buzz around product launches and campaigns—along with reactions across different geographies and demographics—to adjust campaigns and strategies on-the-fly. Efforts and investments are optimized, revenues increase and market share expands.
Comparable results are seen across numerous other departments. For example, quality managers can identify adverse events in real time to mitigate risk, contain problems, proactively alert impacted consumers, and control costs. Supply chain personnel are alerted to inventory issues immediately, eliminating delays, costs and errors. And research and development gains a valid sample of real-time feedback that expedites requirements gathering, prototyping and testing. The cost of bringing new products is greatly reduced. Responsiveness accelerates to gain market share.
On April 6, Astute Solutions will present two live webcasts overviewing the Astute SRM solution for marketing and PR professionals (at 11:00 a.m. EDT) and for customer service professionals (at 1:00 p.m. EDT). Interested parties can register via the following links:
•Astute SRM Overview for Marketing and PR Professionals (http://www.astutesolutions.com/srm-marketing.php)
• Astute SRM Overview for Customer Service Professionals (http://www.astutesolutions.com/srm-customer-service.php)
To learn more about Astute SRM’s capabilities and the impact of social CRM, view the Astute SRM overview video at http://www.astutesolutions.com/astutesrm.php.
About Astute Solutions
Astute Solutions enables the customer experience management strategies of industry-leading companies around the world. Its customer relationship management, contact center, social CRM, and mobile customer care solutions increase customer retention, inspire advocacy and drive operational efficiency. With Astute’s solutions, organizations transform cross-channel customer feedback into actionable insight that drives continuous improvement, innovation and competitive advantage. And through high quality, proactive and personalized interactions, they build meaningful and long-lasting customer relationships. To learn more, visit http://www.astutesolutions.com.
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