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Social Customer Profiling & Lead Management, Re-Targeting Solution

For

TVS Bangladesh

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INDEX

What additional benefits TVS Bangladesh will be getting after integrating the CommEngine solution (Please Check slide no 3-8) (15 min to read)

How the existing QMS process of TVS Bangladesh will be improved (Please check slide no 9 also Check this link ,we explained it with a flow in 4 different excel tabs –

https://drive.google.com/file/d/1F3DsXbN3kkWSrnIxRldgy1ChieGKa5n2/view?usp=sharing

To Know more our Features Please check slide 13-15 (5 min to read)

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FROM 25^TH JANUARY,2021 TO 16^TH FEBRUARY, 2021 TVS Bangladesh agency Greenovent

handles 6,362+ communications , 300+ of them lead ( bike lead 240+, service support 60+ ) , in this period Total Profiling 171,665+ , with phone number profiled 224+,

In query category top are EMI 45% , Price query 50% , other 5%.

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What additional benefits TVS Bangladesh will be getting after integrating the CommEngine solution

Step 1: Online & Retail Customer Profiling

∙ Automatic Profile Mapping [Already Mapped 171,665+ data will increase if qms mange from tool simultaneously]

∙ Advanced Profile Mapping (with customers provide email and phone no automatically grab and store in DB )

∙ Offline Retail Customer Profiling- 20 lac data shelving (duplication check, social find out , segment etc.)

TVS Bangladesh page- is already connected in CommEngine.

After that what’s the first thing TVS Bsngladesh are getting from us??

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What additional benefits TVS Bangladesh will be getting after integrating the CommEngine solution

Step 2: First Tier or QMS

∙ Zero missing communication

∙ Refine leads from initial communication

∙ Automatically Customer information mapping (Phone Number, Email)

∙Categorize each communication with proper tagging according to customer user attributes.

TVS Bangladesh is already handled comments and inbox with CommEngine Tool by Greenovent.

What are the benefits they are getting from us??

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What additional benefits TVS Bangladesh will be getting after integrating the CommEngine solution

Step 3: Lead Nurture

From TVS Page agents (Greenovent) already detected 426+ leads (from QMS) to LMS (Lead Management Solution) for nurturing them more efficiently, which can be transfer to the TVS customer care team.

∙ Time to time follow-up via email, SMS, messenger

∙ Update lead status

∙ Categorize lead nurturing

∙ Area wise lead nurturing

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Step 4: Market Monitoring & Distribute among Cross-Functional Team

With help of Ticket History online market monitoring can be ensure, just like offline /field market monitoring.
Customer provide they are valuable suggestions for product development, quarries against pricing, campaign against damage or availability issues.

More cost effective then offline market monitoring as customers are trying to reach TVS directly with their valuable queries, with the help of CE its fully automated.
CommEngine provides Data-driven analytics and insight into the total journey of your work from the engagement ratio to the tag analytics to agent performance measurement.

With the help of these analytics, anyone can simply design the strategy and also can identify the place that needs to be handled with more concern. (Cross-Functional Team)

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Step 5: Analytics and decision making

∙

TVS can take strategic decisions with the help of CommEngine Dashboard They get -

Number of Unhandled Communication

∙ Number of total Engagement (Inbox/Comments)

∙ Number of New USERS

∙ Percentages of segmented users (Exp: 40% Mirpur, 15% Banani); Customer interest

∙ Tag Analytics (Availability Issues, Price Sensitive, Bike loan,EMI,Demand)

∙ Team Communication-handling Performance

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What additional benefits TVS Bangladesh will be getting after integrating the CommEngine solution

Step 4: Segment-based Retarget

Throughout the whole generation and nurturing process, there is a place of segmentation of the customer.

CommEngine allows the segmentation to brief the segmentation concept assuming that one group of people want to support.

Another group of people wants the Product and the other group want to do a query.

Now the question is what Bike Brands is doing with the categorized group of people. CommEngine provides a feature we call retargeting campaigns.

This most valued feature helps to retarget the people specifically. Simply If you’re offering support then select the people who wanted the support from you.

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FEEDBACKS AFTER CommEngine INTEGRATION

FEEDBACK FROM AGENTS

After using CommEngine for TVS Page agents give us some feedbacks regarding tool.

∙ Sometimes they miss communication due to Facebook algorithm ,they like our feeds(comment section)which has zero chance to miss any communication.

∙ Our Re-assign can help them more in case of critical communication reply.

∙ From Ticket History & Dashboard they get to how many communication they are handling Daily/weekly/monthly.(Which was Unknown before using Tool)

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First Bangladeshi SocialCRM & Profiling solution for SME’s & Brands

Serving 52+ Brand | 07+ Agency | 210+ SME Locally & Globally

is a Data Driven Customer Profiling company with Social & Retail Data, AI, Analytics focus – National ICT Awarded at 2019 for flagship product.

CommEngine sponsored by ROBI Axiata Limited and Supported by Microsoft Bangladesh & Axiata Digital.

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	AGENCY	BRAND	SME	SME-	CommEngine	AgoraPulse	BoT Platform
Query Management	Yes	Yes	Yes
SLA Management	Yes	Yes	Yes
Customer profiling	Yes	Yes	Yes
Comm. profiling	Yes	Yes	Yes	Yes
Messenger campaign	Yes	Yes	Yes	Yes
Post & comment campaign	Yes	Yes	Yes	Yes
Order management			Yes	Yes
Telco Access Channel			Yes	Yes
Analytics &insights	Yes	Yes	Yes
Job Management	Yes	Yes

INSIDE THE SOLUTION

Customer/Platform Wise Positioning – Feature & Function

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Explore

Capture Qualified Lead (sales/support/query)

& manage with organizational structure, plus nurture them to

final fulfillment.

Supporting Feature

1.Mass Messenger Campaign

2.Campaign By Post

3.Audience wise campaign

4.Automated Number Mapping

5.Automated Email Mapping

Supporting Feature

1.Segmented Ticket History/Communication History

2. Agent Log In/Out History

3.Performance Analytics (Daily/Weekly/Monthly)

4.Tag Analytics (Daily/Weekly/Monthly)

5.Category Analysis Base on User & Communication Tag (Daily/Weekly/Monthly)

Supporting Feature

1.Consumer Mapping/Organic Customer Data Base

2.Filter communication by Date & Time, Post Type etc.

3. NLP Assistant for customer profile enrichment.

4. Customer wise communication history

Capture each customer & communication interacted in social media, segment and profile accordingly.

Supporting Feature

1. AI Based Job Manager

2. One by one ticketing

3.Assign, Follow-up and To-Do Maker.

4.Tag and Group Issue and Customer

Re-targeting in messenger, SMS, social media and engagement based on data generated, hit perfectly.

Get a third eye - Data Driven Decision from Dashboard Analytics

Tools

Analytics

CUSTOMER

PROFILING

QMS+LMS

RE-TARGETING SOLUTIONS

DASHBOARD & ANALYTICS

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Explore

Send your organic customers promotional & discounts offers in a mass or segmented way to messenger or SMS.

Supporting Feature

1.Monitoring of Log In & Log Out time of each member

2.Detail timing of total spend on tool while handling communication.

3.Can get the real data of actual working hours of the team of official tasks

4.Assurance of team working observation.

Supporting Feature

1. Know Operator Performance Details.

2.Average Timing in Ticket/Communication Handling

3.Average communication handled by

an operator in comments/Inbox.

4.Tag Details & Business Log Hour

5. Proper equation of :

a)How many communications each member got assigned.

b)How many they need to complete.

c) Evaluation of response rate for communications they handle.

Supporting Feature

1. Supervise Employees Remotely.

2. If you a have team of 3-5 people you can set a schedule for each of them.

3. When you’re working from home which, in turn, can add to your team job security.

A manager can schedule roster timing for each team member in CommEngine Tool.

Supporting Feature

1. Can set an interval time for each communication distribution for each member.

2. Assurance of no overlapping of any particular work for any team member.

3. Assign a particular member for a particular task .

4. Maintenance of the deadline for every work.

Manager to see the Log In & Log Out time of each member in tool with detail timing of total spend on tool while handling communication.

Get a third eye – Data on team performance & team analytics.

Tools

Analytics

TEAM ROSTER MANAGEMENT

 TEAM LOG IN

OUT TIME

AUTO TASK MANAGER

TEAM PERFORMANCE &

ANALYTICS

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CommEngine in Business Spheres

www.commengine.xyz

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Knock us for active trial, seeing is believing !

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www.CommEngine.xyz

Book For One to One Demonstration online/offline

+8801833-18-04-20

contact@commengine.com

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