Building social care for Verisure Belgium & Netherlands
Challenge
Define a clear value of social media activities for Verisure and its customers
Coach marketing & care teams to setup and run the activities
Verisure is Belgium and Europe's leading supplier of professionally monitored home alarms and connected services for the smart home. While having a strong customer focus, their presence on social media was lacking focus and clear value for the company and its customers. In parallel to community management, social care was in place but with limited means and focus for the teams.
Solution & services provided
Belly & Brain coached the marketing and customer care teams to define both business and customer value-added activities and content strategy and supported the teams and their managers into setting up and running a lean and effective organisation around social media, leveraging the existing teams
Definition of the content strategy, care approach to serve customer expectations & create value for business
Coaching to revamp social media presences, (re)launch new community management activities & grow (content, people, tools utilised etc) with Marketing department
Training and coaching of social care team to initiate and grow social care activities within customer service
Setup internal collaboration and processes across stakeholders (marketing, customer care, HR, sales, etc) to ensure collaboration and impact
Project duration end-to-end
6 months of bi-monthly coaching
Results
Autonomy after 6 months, development of customer-centric focus within the organisation
What they say about us
“Carefully balancing humble curiosity, cross industry experience, a customer-centric vision & no-nonsense communication enabled the team from Belly & Brain to gather a profound understanding of our company’s needs in a short lapse of time. Phasing quick wins, capturing low-hanging fruits driven by common sense set within a clear strategic framework drove our teams into a steep learning curve, absorbing the transformation as evolution rather than revolution. The systematic & well aligned implementation plan accelerated and supported a smooth transition to our ‘digital through-the-line marketing leadership’ within our industry.”
Sven Bols, Managing Director, VERISURE BELGIUM
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May it be a choice or may it be due to a threat, we are all facing very exciting challenges nowadays: Managing digital presences is no longer a “nice to have” activity but has become a critical business responsibility.