Enabling the Winning Social Enterprise SocialEdge from Infosys
www.infosys.com/socialedge
Business Overview
The rise of social media has empowered digital consumers with a dynamic forum where they can directly make an impact through learning and participating, expressing opinions on products and services, evaluating brands, and influencing peers before they purchase. While companies cannot control these conversations, they can steer perception, learn about consumer behavior, engage with them, and satisfy their needs. Today, with millions of consumers driving conversations about brands, products and services across innumerable social media sites, enterprises are embracing this impactful medium to engage with employees, customers and partners. Realizing the power of their employee networks, these organizations have started leveraging such networks to strengthen their brands and connect more closely with consumers.
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The Infosys SocialEdge™ Platform With social media rapidly changing the way business is done and perceived, Infosys SocialEdge helps create a result-oriented social business. It equips organizations to effectively engage with employees, customers and partners to build a social enterprise. Infosys SocialEdge platform offerings - Consumer Portfolio and Enterprise Portfolio - empower companies to harness the power of social media to deepen relationships. The platform is designed to help foster innovation, enhance consumer experience and increase revenues. Built with state-of-the-art technology,
SocialEdge provides seamless experience across devices including handhelds. Delivered in the cloud on outcome-based pricing, SocialEdge stands apart with its single-point-accountability. Further, it takes complete ownership of applications, infrastructure, and delivers timely professional and business consulting services. This helps the enterprise develop and implement its social collaboration strategies rapidly and with ease.
Business & Consulting Services Strategy & Adoption, Monitoring, Moderation, Business Process, Insights Bureau
Consumer Engagement
Employee Engagement
Collaborative Marketing
Next Generation Intranet
Customer Care
Sales Collaboration
Social Commerce
Voice of Employee
Di erentiated Platform Mobility iPhone, iPad, Android, Blackberry
Social Analytics
Content Engine
Active Social
Business Value
Foster innovation
Foster co-creation
Consumer Portfolio
Increased market share
Improved productivity Enhanced employee satisfaction
Improved profitability Enhanced customer loyalty
Increased sales
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Enterprise Portfolio
Deepen Consumer Engagement with Infosys SocialEdge Consumer Engagement The solution helps enterprises deepen consumer engagement and enhance consumer experience by leveraging the power of social media. It enables enterprises to listen and respond to consumer conversations, engage in two-way communication with them, and bring together relevant and useful enterprise content. All this is easily available to consumers even on hand-held devices.
Magnify your Brand with Infosys SocialEdge Collaborative Marketing Infosys SocialEdge Collaborative Marketing Platform enables marketing initiatives and engagement on brands and products across social channels - not just external sites like Facebook and Twitter, but also owned communities. It overcomes social channel fragmentation and provides analytics across social channels to derive greater accuracy in the measurement of impact of social campaigns and deeper customer insight. Ultimately, it helps the enterprise deliver a complete digital consumer experience on the web as well as on smart mobile devices.
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Business Benefits
Consumer Portfolio
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Listen and engage with consumers
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Build communities
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Aggregate and distribute content across the social web
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Gain competitive advantage
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Engage better with customers
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Increase revenue
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Improve/protect brand
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Reduce risk of failure
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Convert unhappy, vocal customers
Increase Sales with Infosys SocialEdge Social Commerce The Infosys SocialEdge Social Commerce solution enables enterprises to leverage social interactions to personalize and enhance the customer’s shopping experience, while increasing web-traffic and driving sales. The Social Commerce solution provides social tools to attract friends to the eCommerce site and facilitates interactions with them over multiple channels. Deploying capabilities such as recommendations from friends, friend purchase history, social product combination, and co-shopping, it makes the online shopping experience even more social than it is in the real world. The Social Commerce solution is available both as a web and mobile application to cater to the needs of customers on the move.
Delight your Customers with Infosys SocialEdge Customer Care Infosys’ SocialEdge Customer Care solution helps enterprises in effectively leveraging the power of social media to nurture and strengthen customer loyalty, foster collaboration, reduce service costs and improve service quality. The platform leverages the social channel to understand and communicate with consumers and improve products and services. It enhances customer experience by using self-care and peer care, thereby reducing traffic to the call center and helpdesk and minimizing customer support cost.
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Business Benefits
The Consumer Portfolio comprises Consumer Engagement, Collaborative Marketing, Social Commerce and Customer Care solutions. These solutions enable enterprises to engage with, influence and support consumers during various stages of the consumer lifecycle.
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Increase traffic to the site Higher revenue
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Increase average order value
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Improve customer experience
• Reduce service operating costs •
Improve service quality
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Quicker response time
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Increase customer satisfaction
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Enhance customer loyalty
Connect with Employees through Infosys SocialEdge Employee Engagement The Employee Engagement solution enables enterprises to increase employees’ efficiency and effectiveness, and foster innovation by connecting employees and engaging with them. The solution is powered by the Infosys SocialEdge Context Engine which automatically provides suggestions and recommendations in six (default) dimensions. The platform supports a wide range of employee engagement initiatives like Skill Management, Employee Network Management, Employee On-boarding, Sales Collaboration, Knowledge Networks, and Alumni Networks.
Business Benefits
Enterprise Portfolio
• knowledge discovery
Accelerates
• Improves workforce productivity • Deepens employee engagement • Drives generation and speeds up innovation
idea
Socialize your Intranet Apps with Infosys SocialEdge Next Generation Intranet An enterprise collaboration solution, Next Generation Intranet gives clients an edge in the marketplace by integrating current enterprise systems (e.g., CRM and ERP) with social applications, enabling employees to share information, ideas and expertise. The platform allows enterprises to socially activate existing web assets (e.g., training modules, library application, etc.) with social widgets like comments, tags, and bookmarks.
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Gives a new lease on life to legacy applications
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Extracts additional ROI from legacy applications
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Faster deployment social apps
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Consolidation of disparate applications
Improve Win Rate with Infosys SocialEdge Sales Collaboration The SocialEdge Sales Collaboration solution allows sales and marketing teams to enhance collaboration with the right people and access the right information to quickly turn around proposals and customer collateral.
Business Benefits
The Infosys SocialEdge platform classified under the Enterprise Portfolio enable employees to share information, ideas and expertise in real time. Employee Engagement, Next Generation Intranet and Sales Collaboration are the key solutions under this portfolio. These solutions help enterprises foster innovation and improve employee productivity. The SocialEdge platform comes with a unique Analytics engine “Voice of Employee” to track sentiments and identify engagement areas across employees.
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Understand customer needs better
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Maintain the winning edge
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Quick turnaround time
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Collaborative response for RFPs
Listen to Employee Sentiments with Infosys SocialEdge Voice of Employee
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Know your employees better and connect effectively
Infosys SocialEdge Voice of Employee enables business leaders to capture and understand employee sentiments through the organization. Not only does it help determine the success or failure of policies and employee-related initiatives, but it also provides a dashboard view of employee engagement trends and their satisfaction levels. It provides a snapshot of the top sentiment gainers and losers across attributes like units, roles, and job levels.
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Gather useful insights and analyze quickly
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Slice and dice data for better clarity
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Ability to take instant corrective actions
The solution provides sales teams to connect with SMEs, collaborate at account/ opportunity/proposal levels, access context specific information and promote engagement and collaboration in sales communities. It also provides a dashboard for the head of sales to enable strategic initiatives across sales and marketing teams.
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Cloud Advantage Infosys SocialEdge is available in the Cloud on a pay per use basis. This means enterprises can start using it - and start deriving significant business benefits - almost immediately. In this model, Infosys takes complete responsibility for all aspects of the offering - from infrastructure and applications to professional services and consulting - with clear service-level agreements. This model also provides a capex versus opex advantage because pricing is based on the value delivered by the platform (such as per page views or the number of employees on-boarded).
Client Success Infosys SocialEdge Platform is successfully addressing the enterprise and consumer collaboration needs of more than 10 Fortune 500 companies globally. Enterprise Portfolio: One of the top 10 pharmaceutical companies in the world - with more than 50,000 global employees - is leveraging Infosys SocialEdge as their enterprise employee engagement platform to enable collaboration among employees and partners. Currently, around 25,000 employees have been on-boarded onto the platform across the globe and are extensively using it for internal collaboration and knowledge management activities. The platform has helped foster innovation by facilitating the development of 50+ ideas within a few quarters of its launch.
Consumer Portfolio: One of the top 10 global financial services firms is leveraging the Infosys SocialEdge Platform to engage with target customers based on their interests and provide a differentiated customer experience. The client employs the platform to engage with customers through various social media initiatives like niche communities and enterprise blogs. Various groups within the company use the platform to collaborate with customers for branding, marketing, interaction, and issue resolution. Recently, the client launched a community for a section of its customers and - in a short span - registered 400+ users, clocking over 30,000 page views per month.
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Š 2012 Infosys Limited, Bangalore, India. Infosys believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document.