The document introduces Dimelo, a software company that provides a suite of social customer relationship management tools. It notes that Dimelo enables companies to manage customer relations across websites and social media. The suite includes modules for social media monitoring and publishing, community building and support, and a social media contact center. The document also describes Dimelo Consulting's social CRM expertise in areas like change management, content strategy, and crisis response.

1. www.dimelo.com
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2. Foreword
www.dimelo.com
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3. Facebook,
Twi-er,
blogs
and
forums,
smartphones
and
tablets
are
the
consumers
new
mee#ng
places
and
they
created
new
communica;on
standards
.
forums
blogs
Dimelo
enables
companies
to
deploy,
manage
and
monitor
customer
relaDons
across
the
Web
and
social
media.
www.dimelo.com
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4. Some
Social
defini4ons
! Social
Marke4ng
(Marke4ng
Unit)
:
• E-­‐reputaDon
• Company
publishes
messages
on
the
Social
networks
• The
comments
on
the
company’s
publicaDon
can
be
answered
! Community
Marke4ng
(Marke4ng
Unit)
:
• Forum
setup
allowing
the
Community
to
help
one
another
on
subjects
not
requiring
an
access
to
the
company’s
IS
(CRM…)
! Social
Customer
Rela4on
/
Social
CRM
(Customer
Rela4on
Unit
&
Marke4ng
Unit)
:
• Social
networks
are
integrated
to
the
Customer
RelaDon
process
(Facebook,
TwiPer,
Youtube,
Forum,
Blog…)
• Public
and
private
Customer
RelaDon,
Experts’
answers,
Community
markeDng
• Integrated
withing
the
company’s
IS
(CRM,
Database…)
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5. Going
Social,
for
which
products
and
services
?
Pre
Sales
AXer
Sales
Products
or
services
that
are
:
Products
or
services
needing
:
! technical,
complex
! engaging
! expensive
! a
setup
Telecom,
banking,
specialised
retail,
transport,
energy,
insurance
www.dimelo.com
! a
follow
up
! a
configuraDon
Telecom,
banking,
specialised
retail,
transport
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6. IntroducDon
to
the
Dimelo
SoXware
Suite
www.dimelo.com
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7. Customer Service Management
on the Web & Social Media
European Leader
! Created
in
July
2006
! SaaS
SoXware
Suite
distributor
! Over
100
blue-­‐chip
customers
in
Europe
(Canal+,
Orange,
Bouygues
Telecom,
Belgacom,
Méditel,
BNP
Paribas,
Barclays,
Crédit
Agricole,
Peugeot,
Auchan,
SNCF,
Total,
…)
! 2013:
42
collaborators
|
R&D
accounts
for
30%
of
the
staff
! Dimelo
Consul4ng
helps
its
customers
manage
their
communiDes
and
opDmize
their
Social
CRM
operaDons
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Telecom
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8. Establish
the
brand
influence
on
Social
Media
Hubs
Pre-­‐sales
A@er-­‐sales
Shopping
cart
conversion/
Lead
generaDon
Reduce
Customer
Service
Costs
Improve
Customer
SaDsfacDon
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9. Dimelo Software Suite architecture
DIMELO in the Business Environment
DIMELO Front Office
Social Media
Hot spots
Social Media
Majors
Dedicated
Interface
Forums
Web
Blogs
Connectors - API
Users & Interactions database
ICE
Social Media Contact Center
Connectors - API
Information System
Customer Service
CRM
www.dimelo.com
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10. Presentation of Dimelo CCP modules
Customer Community Platform
Web
www.dimelo.com
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11. Presentation of CCP Web module
Web
Web
Site
corporate
Site
Ecommerce
Site
catalogue
The
Customer
Community
Plahorm
Web
module
allows
the
company
to
deal
in
a
flexible
manner
with
all
the
interacDons
(public
and
private)
coming
from
the
users.
This
front
office
is
integrated
within
the
company
website
following
the
different
use
case
:
www.dimelo.com
! FAQ
! Experts’
answers
! Co-­‐development
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12. Presentation of CCP Facebook module
The
Customer
Community
Plahorm
Facebook
module
allows
the
company
to
deal
in
a
flexible
manner
with
all
the
interacDons
(public
and
private)
coming
from
the
users.
Onglet
Facebook
This
front
office
is
integrated
within
the
Company
Facebook
Fanpage
following
the
different
use
case
:
Web
! FAQ
! Experts’
answers
! Co-­‐development
www.dimelo.com
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13. Presentation of CCP Mobile module
Web
ApplicaDon
Mobile
The
Customer
Community
Plahorm
Mobile
module
allows
the
company
to
deal
in
a
flexible
manner
with
all
the
interacDons
(public
and
private)
coming
from
the
users.
This
front
office
is
integrated
within
the
company
Mobile
website
or
the
Mobile
app
following
the
different
use
case
:
! FAQ
! Experts’
answers
! Co-­‐development
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14. Presentation of Dimelo SMCC module
DIMELO SMCC
SOCIAL MEDIA
CONTACT CENTER
www.dimelo.com
An
interacDon
management
applicaDon
capable
of
handling
interacDons
across
mulDple
channels.
SMCC
is
built
from
the
ground
up
for
enterprise
use
and
is
fully
configurable.
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15. Dimelo
ConsulDng
www.dimelo.com
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16. Dimelo Consulting – Social CRM Expertise
Social
CRM
Planning
Define
business
objecDves
and
KPIs,
implement
analyDcs
Change
Management
and
Training
Assist
and
train
teams
in
mulD-­‐channel
and
reacDve
customer
service
Content
&
Community
Management
Content
producDon
and
community
management
strategy
Quality
Audi4ng
Customer
saDsfacDon
and
Quality
of
Service
measurement
Crisis
Management
Create
social
media
mechanisms
(proacDve
and
reacDve)
www.dimelo.com
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17. Traffic
&
ROI
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18. Social
traffic
distribu4on
(on
average)
Telecom
Transport
Retail
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19. Performance
of
the
Dimelo
pla[orm
:
Pre
Sale
Number
of
Unique
Visitor
Nombre
coming
de
V.U.
from
issu
de
Google
Google
Qualified
Trafic
traffic
Number
of
Nombre
Unique
de
V.U.
Visitor
lead
escaladant
to
a
vers
une
commercial
step
étape
Commercial
traffic
Number
and
Nombre
et
of
value
creaDon
baskets
and
new
valorisaDon
de
customers
paniers
et
nouveaux
clients
X
%
qualifié
www.dimelo.com
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20. Performance
of
the
Dimelo
pla[orm
:
Pre
Sale
Dimelo
!
www.dimelo.com
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21. Performance
of
the
Dimelo
pla[orm
:
A]er
Sale,
Contact
Avoidance
Rate
Number
of
viewed
pages
on
the
website
Social
Customer
Service
www.dimelo.com
Number
of
viewed
pages
with
quesDons
having
an
answer
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Answers
cerDfied
by
the
brand
Answers
meeDng
the
user’s
expectaDons
Y
%
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22. Commercial
References
www.dimelo.com
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23. Dimelo’s
main
customers’
references
Bank
&
Insurance
Telecom
!
!
!
!
!
!
!
Orange
Méditel
Bouygues
Telecom
B&YOU
Belgacom
Virgin
Mobile
NRJ
Mobile
Other
References
!
!
!
!
!
!
!
Canal+
SNCF
Hop!
La
Poste
Total
Peugeot
Renault
www.dimelo.com
!
!
!
!
!
!
!
!
!
!
BNP
Paribas
Crédit
Agricole
LCL
La
Banque
Postale
Barclays
Fortuneo
Malakoff
Médéric
Cofidis
AG2R
La
Mondiale
Groupama
E-­‐commerce
!
!
!
!
!
Auchan
Boulanger
Manutan
Bruneau
Redcats
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Integrators
!
!
!
!
Capgemini
Prosodie
OBS
Business
&
Decision
Service
Providers
!
!
!
!
!
!
!
Bluelink
Arvato
Webhelp
Teleperformance
CCA
AcDcall
NeDno
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24. ORANGE
France
Customer
Service
Available
on
Facebook,
Twi-er,
forums,
Orange
SOSH
module
hPp://www.facebook.com/Orange.France?sk=app_199092476780651
www.dimelo.com
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25. B&YOU
de
Bouygues
Telecom
Marke4ng
Customer
Service
Available
on
the
Web
,
Facebook
and
Twi-er
hPps://www.b-­‐and-­‐you.fr/
www.dimelo.com
hPps://assistance.b-­‐and-­‐you.fr/
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hPp://www.facebook.com/BAndYou?
sk=app_153619611378450
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26. NRJ
MOBILE
Marke4ng
Customer
Service
Available
on
the
Web
,
Facebook
and
Twi-er
hPp://assistance.nrjmobile.fr/categories/1064-­‐urgences-­‐depannages
www.dimelo.com
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hPp://www.facebook.com/NRJMobile/
app_178219992310841
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27. SNCF
Marke4ng
Customer
Service
Crisis
Management
Available
on
the
Web
hPp://debats.sncf.com/
www.dimelo.com
hPp://www.sncfapplilab.com/
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hPp://quesDons.sncf.com/
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28. MIEUX
VIVRE
de
Auchan
Marke4ng
Customer
Service
Available
on
the
Web
and
Facebook
hPp://www.facebook.com/
MieuxVivre.Auchan
hPp://mieux-­‐vivre.auchan.fr/
www.dimelo.com
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29. PEUGEOT
Marke4ng
Available
on
the
Web
and
Facebook
hPp://le-­‐forum-­‐208.peugeot.com/
www.dimelo.com
hPp://www.facebook.com/Peugeot?sk=app_225847107470282
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30. CANAL+
Canal+
Europe’s
#
1
subscrip4on
TV
service
Solu4on:
Social
customer
rela4onship
Dimelo
provides:
>
Web
based
Customer
Community
base
on
Dimelo’s
CCP
>
Facebook
connector
>
Twi-er
connector
www.dimelo.com
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31. BARCLAYS
Marke4ng
Available
on
the
Web
hPp://www.cerclebarclayspremier.fr/pages/presentaDon/
www.dimelo.com
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32. Dimelo
S.A.
32,
rue
de
Trévise
-­‐
75009
Paris
+33
1
77
37
27
57
www.dimelo.com
contact@dimelo.com
www.dimelo.com
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