Past Lithys
Check out Lithy entries from previous years.
Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community:  TELUS  Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy  category: Tot... See more...
Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community:  TELUS  Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy  category: Total Community All Star   TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.   Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.   Benefits of a Total Community   Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.   Our Total Community results   In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.        
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco c... See more...
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco company with more than 45 million active customers which majorly prepaid and high growth on mobile data service penetration. Running 2 brands; XL which focus on digital-life segment and AXIS which focus on cost-conscious segment. We are well-known as always one step ahead the competition through our breakthrough in customer-centric products and services. Our brand promise is to fulfilling our customer’s potential by empowering them to access and explore what's important to them through mobile internet, with XL : Now, You Can!   Social Customer Experience (SCX) is the key success factor for consumer brands in Indonesia. Indonesia is always in the world’s top-5 in terms of social media user and activities. Conversations about brands are happening anytime, anywhere – making customer reference more trusted than advertising.   XL Axiata takes this seriously. We developed our social channels since 2010, and today we have scored remarkable achievements in Indonesia's social media space; our brand-focused social media channels (XL 123 and XL Rame) have more than 5 million in follower base, and our customer care-focused twitter (XL Care) has reached 5 million monthly impressions. But, we have 3 fundamental problems to be solved: Our Brand-focused channels have a very wide audience base but low engagement On the other side, our Care-focused has a smaller audience but a lot deeper engagement People always want to contribute in any way (good or bad), there is an opportunity to convert their contribution to become useful for other people by creating a mechanism called customers help customers   The Lithium-powered community can solve these problems by synergizing the advantages and enabling us to bring our SCX to the next level: Powering our social channels with the best tools available, and Build our own community platform to get the most contribution from our social channels (big audience with deep engagement)   We began by taking a look at the world’s best NPS for Telco: GiffGaff. The story has inspired us to learn their method, understand their success, and what enables them to do so.   We want the best solution to achieve our objective. Therefore, we compared Lithium with other 8 world-class candidates. After one year of a comprehensive process, we came to a final decision to implement a Lithium-powered Community and Lithium Social Web as the best solution to our needs and strategic objectives.   Benefits of a Total Community   Developing a Lithium-powered community and implementing LSW at the same time has redefined our digital strategy in managing customer engagement, optimizing team performance, and improving overall customer experience journey.   Our strategy is Omnichannel Customer Engagement. The journey starts from wherever our customer wants: website, social media, instant messaging apps, self-help apps, service centers, call center or physical experience center. After they get what they need (inquiry, purchase, campaign respond, customer support, etc.), then we direct them to get a better experience and wider engagement with our community members on our integrated digital community platform.   Furthermore, to provide an end to end community experience and to create closer engagement between community members, we frequently initiated offline events; either XL-hosted or Community-hosted. We use our Digital Lifestyle Experience Physical Center (Xplor) or places that meet their interests to held the events. This strategy positions Xplor Forum as the first online & offline community in Indonesia.     Meanwhile, LSW has solved our issues around experience & engagement across social media channels. Previously, we used various tools to perform different tasks i.e. identify prioritization, distribute to agents in order to respond the conversations, following up with CRM tools, run scheduled campaigns, monitoring sentiments and other activities we need to focus on. Now, it is all powerfully done through LSW, seamlessly: Easier for our agents to deal with customer problem and provide greater customer experience Team performance can be monitored in real-time by superiors And the most important thing, LSW has created direct impact to what our customer feels: Faster response Better engagement resulting from real time customer insight and interaction history Richer response through sharing from other customer’s experience (customers help customers)   LSW has met all our objectives to provide the easiest, reliable, and engaging social customer experience through digital channels.     Our Total Community results   We just launched Xplor Forum community publicly on April 9, 2015.   (Caption) XL launched Xplor Forum. From left to right: Yudhistira, Manager-Digital Community -- Rashad Javier Sanchez, Chief Brand and Customer Experience Officer -- Noviyus Kurniawan, VP-Customer Experience Management   (Caption) Grand launching is covered by more than 50 national media press, including 2 national TVs.   Although we don't have many metrics to share right now, there are a few outcomes that bring us much optimism. Here are signs that we are off to a good start: Achieved score 100 out of 100 in Google user experience index for our mobile site. Which is more than 80% of our traffic coming from mobile. Achieved our first 1,000 members resulting from 3 months soft launch to our loyal customers and their social media circles The #1 Google Search Result for keyword “Xplor Forum”, competing with many websites that carry “Xplor” and “Forum” within their names.   Achieved +64 Net Promoter Score. We survey all of our registered members with Net Promoter Score methods with 53% sample take up rate.   Achieved more than 1,000,000 impressions on Twitter resulting from 2 offline events we held. We involved Key Opinion Leaders with social media viral campaign method.
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors ( https://wissen.cortalconsors.de ) Lithy category: Total Community All Star   Conso... See more...
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors ( https://wissen.cortalconsors.de ) Lithy category: Total Community All Star   Consorsbank by BNP Paribas is a leading direct bank in Europe that prides itself on “liberating clients from the restrictions of classic banks.” The digitalization has changed our daily lives – and that’s what we have translated to banking. Our broad product offerings, useful tools and the platform for customer ideas allows us to create the banking of tomorrow together with our customers.   The bank’s brand is built on the concept that financial investors hold the power to make the best decisions for their investments, and its goal is to provide product offerings that help achieve this objective.   Consorsbank is an online bank with no branches, therefore there are limited number of opportunities for the bank to connect with its customers in traditional ways. The bank wanted to create a social environment where they could better understand the needs of their customers, help them solve problems and build trusted relationships. Market factors also dictated the need for Consorsbank to differentiate itself from the increasingly competitive landscape and deliver on customers’ extreme expectations.   The bank was inspired by its challenges to move beyond the outdated “knowledge base” on its website and create a Total Community experience for private investors. The company envisioned a social community for the full gamut of investors, beginners to those with decades of experience. Consorsbank planned for a community where private investors could feel comfortable sharing knowledge, offering peer-to-peer support, and providing investment advice. Always on the forefront of innovation, Consorsbank also wanted to allow their customers greater influence and involvement in the company’s offerings by giving them the ability to rate the bank’s products and services.   Benefits of having a Lithium Total Community   In order to create a customer community that would meet these diverse needs, Consorsbank turned to Lithium to provide the Total Community software platform. Now Consorsbank’s Lithium-powered community boasts more than 14,000 community members with more than 8,500 posts. It gives customers a voice and builds trust between the bank and investors.   The main feature of the community is Consorsbank Websection Knowledge base, monitored by the bank’s community manager. It gives customers a voice and builds and gathers trusted user-generated content. The platform offers real and up-to-date help for customers, and provides a place for them to discuss financial markets and have their questions answered. Many long-term customers have significant knowledge and experience in a wide array of banking topics, and the community allows other members to tap into their insight. Additionally, a blog written by the bank’s subject matter experts allows Consorsbank to provide professional education to their community members.   Ideas Consorsbank Community Ideas is an aspect of the community that asks members to help create “ the bank of the future” - it’s a place for investors to share their wishes and proposals for the bank of tomorrow. The bank provides the community with bi-weekly themes to help drive the conversation. In addition, members evaluate products, compare prices and services, and suggest features to help make banking products transparent. This activation has produced 150 innovation ideas within 2 months.   Ratings and Reviews What really sets Consorsbank apart from other financial institutions is its Ratings & Reviews. Customers can rate and review the bank’s products and services and give feedback. Consorsbank is one of the first banks in Europe to drive this level of feedback and transparency with its customers.   “This is a bold move for us since it puts great power in the hands of our customers,” says Clemens Eckstein, Social Solutions Architect and Project Head at Consorsbank. “By allowing this open and public feedback from existing customers on our own platform, we provide absolute transparency into our strengths and weaknesses.”   The program has validated the importance of transparency and increased the bank’s conversion rate by 30% which was an increase of 1,500 customers per week.   Customer Voice 2.0   Consorsbank set the bar high with its Customer Voice 2.0 roadmap. Their goal was to transform themselves into a customer-centric company. By using Lithium’s Community Platform, they were able to leverage the ideas, knowledge and feedback from all of their customers. In doing so, Consorsbank is allowing customers to be active participants in developing an even more effective foundation for their money decisions, while also further enhancing the bank's connections with its customers. The trusted relationships they are building with their customers encourage open dialogue, brand advocacy, and loyalty. Customer Voice 2.0 is also extremely valuable to internal stakeholders by giving them valuable and immediate feedback regarding their products and services. Thus, it helps them to define a roadmap together with their customers.   Our Total Community results   In the first year the Consorsbank Community saw outstanding business results:   The average rating for current account holders is 4.3 out of 5 stars Increase of conversion rate by 30% netted 1,500 new customers each week 260 Ratings & Reviews by customers with more than 80 Comments 40% increase in click-through rate on banners showing Ratings & Reviews Unique Visitors increased by over 300% 17,000 community members 150 Community Innovation Ideas within two months Because of the success of the social platform, the marketing campaign introducing the new “Consorsbank” brand featured community as one of the main selling points. The campaign also included a commercial.    
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitte... See more...
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitter.com/Foxtel, https://twitter.com/FOXTEL_Help Lithy category: Total Community All Star     Foxtel is one of Australia's most progressive and dynamic media companies, directly employing more than 2,500 people, and delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.   With our fast-growing customer base, almost 870k Facebook Likes and 100k Twitter Followers (as of 22 April 2015), the company required a robust and integrated solution to manage and service both customers and non-customers online – a fresh (but in-demand) approach to support and relieve the company’s traditional and heavily trafficked inbound/outbound call centre. Central to our needs was the ability to (1) respond to Social Media enquiries with accuracy, speed and ease and (2) create the online destination, Foxtel Community, to tap into the audience’s passion for our industry and product; increase customer advocacy and engagement; and achieve call deflection through peer-to-peer and self-servicing.   Enter Lithium.   Benefits of a Total Community     Foxtel Community and Lithium Social Web (LSW) are managed in-house by the Digital Customer Contact Team (DCCT). DCCT is responsible for helping existing and prospective customers with all Foxtel servicing enquiries received via digital channels:   With the team split across two sites at either end of the country, it was imperative to equip agents with the right tools, training and ongoing support to provide a seamless and cohesive customer experience. To this end, LSW enables and supports us to:   Respond to all enquiries directed to Foxtel in Facebook and Twitter Take account level enquiries ‘offline’ to manage via phone, email or chat Refer escalated enquiries to our dedicated Customer Resolutions Team Moderate and implement a ‘3 warnings and you’re out’ system for page rule breaches to create a friendly, productive environment for all customers Integrate reporting to the wider business for a full customer journey view Crucially, LSW also enables early detection, root cause analysis and communication of customer impacting issues. In addition to the above, Lithium’s Community enables and supports us to:   Communicate customer impacting issues and updates through to resolution Conduct pilot/beta trials (closed groups) Troubleshoot with customers, the leading driver of visits to Foxtel Community Host our dedicated blog, The Green Room, to educate customers on our core offering – our programming Promote campaigns and products to increase customer satisfaction and company revenue Share Foxtel brand announcements Offer peer-to-peer and self-servicing options for contact deflection Build rapport with customers and potential customers to grow customer advocacy Contribute ideas, feedback and innovations to Foxtel products and services Implement a gamification strategy to keep community members engaged and active, and create subject matter experts Provide 24/7 support to consumers on any mobile or fixed device Optimize our Community using built-in SEO tools   Our Total Community results   We aim to answer all social media enquiries (Facebook and Twitter) within two hours during business hours, seven days a week, while posts in Foxtel Community that haven’t had a peer response are actioned after 48 hours. In 2014, Lithium tools enabled us to action more than 480k servicing enquiries through social media, and play host to more than 920k unique visitors and 2.2 million page views. In 2015 (up until 19 April 2015), we have so far experienced 157k servicing enquiries through social media, 699k unique visitors, and 1.76 million page views.   Importantly, Lithium Community and LSW greatly assisted us to manage major customer events – including the launch of our new pricing and packaging structure and the launch of our latest Personal Video Recorder, iQ3 – that would have previously been challenging for the business to handle due to the increase in customer contacts.   Customer Advocacy across digital servicing continues to increase YoY as a result of structured workflow (LSW and Community) for digital servicing.    
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria... See more...
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria AG is Austria’s leading communications provider, encompassing more than 5.4 million mobile communications customers and almost 2.3 million fixed access lines. The offers by A1 include voice telephony, internet access, digital cable division, data and IT solutions, value added services, wholesale services and mobile business and payment solutions. With four strong and established brands (A1, bob, Red Bull Mobile and yesss!) A1 successfully targets various different markets, ranging from premium quality to low budget.   A1 is part of the Telekom Austria Group which holds eight international operations in eight CEE countries. Headquartered in Vienna, A1 employs approximately 8,600 employees.   In 2014, A1 started its largest infrastructure investment with the fiber optic broadband roll-out in cooperation with the Austrian government and the national broadband plan.   Placing the customer at the heart of A1’s business has been key for the company’s ambitions to continue leading the Austrian telecommunications industry. This has been emphasized in the core values “Close to the customers”, “Simple” and “Trendsetting”. Hence, the A1 support community aims to provide the best service for our customers, to efficiently distribute the A1 brand and to use the potential of our crowd to develop new products, services and authentic user-generated content.   Through the Lithium community platform and LSW we could successfully tackle our main challenge to understand our social customers in more depth (360° social customer profiles). By modeling the social history of all interactions in LSW and using the behavioral tools of the Lithium community we can generate quantifiable ROI in terms of increased sales and reduced service costs.   We could also improve the following points of our social customer care processes:   Technical feasibility – Adequate infrastructure for growing visitor flows looking for digital service   Workforce optimization. – Considerable volumes of community requests can be efficiently managed by social media agents via efficient routing and prioritizing measures   Linkage between public network and owned social properties via Facbook tab application –Facebook users can be directed to our own knowledge site and get a deeper level of engagement and experience among an articulated and curated crowd   Peer-to-peer engagement – In the A1 Support Community users help users and with LSW social media agents can effectively assess and steer the need of providing additional answers to the user-generated content   Trend intelligence – By engaging community members in idea exchange boards and through intelligent tagging we can identify trending topics and connect them with observations from our other social media channels   Premature crisis management – LSW enables qualitative sentiment analysis of community content and helps to raise awareness for customer dissatisfaction with our service   Benefits of having a Lithium Community and LSW for our digital strategy   With our Lithium-powered Community and LSW we are able to exercise full control over the digital service topics incurring within the service tools of the A1.net online portal or on the other A1 social media channels. A specific process has been established for fast improvement measures where service issues were reported by community users. This process entails the identification of service issues, e.g. with the disrupted transmission of A1 TV on customers’ TV screens, by the A1 social media team. With LSW the social media team was able to assign new tags to this kind of issue and to observe the sentiments resulting from this topic. The service disruption as well as the magnitude of concerned customers was reported to the A1 customer and field service to prepare and sensitize all customer touch points. In a second step the A1 TV product management was informed and presented with the LSW analysis. Consequently, reasons for the service disruptions were analyzed and the product management could take up the depth of the issue by receiving daily updates from the community. The A1 TV product management team was also able to actively listen to the community discussions of the TV issues and the proposed solutions by members. As the share of negative sentiments towards A1 TV began to rise the corporate communications department was integrated in order to create unified statements regarding criticism in other media. Subsequently, a broader project team responsible for fast corrections of the detected issues with A1 TV was built. By involving the A1 social media team into the project, informal feedback and solutions posted by the community crowd were taken into account and directly integrated into the product improvements. Within 12 days A1 managed to provide A1 TV customers with a new interface, improved connectivity and a reduction in switching time.   The A1 Support Community currently counts 25,000 logins per month and has acquired 175,000 registered members so far. With an average real service substitution rate of 25%, A1 was able to save about 50.000 service interaction in January 2015 (calls and e-mails per month) and could therefore strongly increase its agent efficiency gains. What is more, although the amount of total community visits dropped in summer 2014 because community posts were then also integrated into the A1.net portal search the traffic began to soar up again in the following months. In addition, the weighted average for the real service substitution rate also increased and refers to an even more purposeful visitor stream.     With 80% of user-generated content A1 is also able to draw detailed insights from the community posts and create more innovative and competitive services for its subscribers.  
Company: Orange Spain   Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager Community: Comunidad Orange  (https://comunidad.orange.es ) and La Comunidad amena.com (https://comunidad.amena.com) Lithy category: Total C... See more...
Company: Orange Spain   Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager Community: Comunidad Orange  (https://comunidad.orange.es ) and La Comunidad amena.com (https://comunidad.amena.com) Lithy category: Total Community All Star   Orange Espagne SAU is one of the biggest telecom companies in Spain with almost 15 million of customers. It is part of Orange Group and operates with three brands in the Spanish market: Orange, amena.com and Simyo.   In 2014, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy.   The cornerstone of this strategy has been the launch of new communities, in our two brands (Orange and Amena.com) as a new space of conversation and help among our customers.   Our main business goal has been call deflection with a big focus in superusers cultivation program (see Marketing champion Orange Spain application). We have used extensively gamification facilities of Lithium community to get our superusers to create a big amount of solutions to other customers issues.     Orange Spain community replaced our old forums and it proved essential to not losing SEO positioning of main threads thanks to the easy and proper migration process.   The benefits of having both Community and LSW for our digital strategy   Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. It is also a strongest generator of traffic to the website, because of  the good SEO performance it has.   In our omnichannel strategy, communities is central regarding social. All our social marketing and customer support in other media is always referencing and linking community content.   In our brand amena.com, which is oriented to digital customers, community is even more important: 25% of our customers visit the community every month.   In addition, we decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.   LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.   Our Total Community Results   Regarding communities, we have got 300k monthly visits. Mainly, these visits are coming to communities to solve any doubt or problem. We have found that 27% of visitors surveyed, say that they get their problem solved in their visit, so we are saving costs consistently: around 500k euros at year.   We are very happy also with the contribution to the community of our superusers: 56% of topics of the last month, got a solution by one of them.   Regarding social media, Facebook and Twitter, we are very proud of achieving our goals of response time and customer satisfaction: we answer 90% of posts in our SLA time (2 hours), and we got 80% of customer satisfaction in these interactions.   These indicators have put us consistently in the top-5 of most socially devoted brands in Spain on Facebook, month by month, according to Social Bakers ranking (http://www.socialbakers.com/resources/reports/regional/spain/2015/january/)