Synthesio Named a Winner in International Listening B2C
November 19, 2010 – As a 2010 entrant for the Forrester Groundswell Awards, Synthesio has been named a winner in the Listening category for the International Business-to-Consumer (B2C) division during the latest Forrester Marketing & Strategy EMEA Conference November 18 and 19 in London, for its recent work with Orange Telecom. This prize awards 4 years of research and development in monitoring and analyzing information published on the social web.
Business Challenge
At the beginning of Orange’s partnership with Synthesio, Orange noted that clients were searching for answers and couldn’t find satisfactory responses, and Orange’s FAQ wasn’t as easy to use as they had thought.
Discover the complete Orange case study on Synthesio’s blog
Solution
In order to overcome the multi-faceted problems faced by Orange, Synthesio listened to analyzed online conversations for more than a year, identifying 5 of the most influential forums for the company, their major contributors, and client expectations. Synthesio’s analysts monitor, filter, organize, and analyze each conversation for sentiment (positive, negative, or neutral) to allow for actionable insights.
Results
The results obtained by Synthesio have allowed Orange to develop a new digital strategy for online communication that is focused around their consumers. They have already seen an ROI of “several million euros” since the implementation of Synthesio’s monitoring and analytical servies, and expect to see more soon. Orange has also used Synthesio to spot competitors’ offers that their customers wanted, like the Orange Open calling plan, and respond to customer concerns before they became a major problem.
Discover the complete Orange case study on Synthesio’s blog
Forrester Groundswell Awards
Since 2007, Forrester Research has awarded prizes for the best uses of social technologies for either business or organizational goals. Based upon the principles presented in the Forrester Research books Groundswell: Winning In A World Transformed By Social Technologies (Harvard Business Press, 2008) and Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business (Harvard Business Press, 2010), the Forrester Groundswell Awards honored recipients in an international B2C division for the first time this year.
About Synthesio
Synthesio is an innovative company specialized in international online monitoring and multilingual analysis. Founded in Paris in 2006, the company has since expanded to London and New York. Synthesio is at the forefront of qualitative analyses of social media, emphasizing the importance of a combination of powerful technology and in-depth human analysis. Clients include Pfizer, Toyota, Sanofi, Nissan, Ubisoft and L’Oréal and partners with top agencies including Razorfish, Zenith Optimedia, and Publicis.
Orange
Orange is one of the world’s leading telecommunications operators. With almost 131 million customers, the Orange brand covers internet, television and mobile services in the majority of countries where the Group operates. At June 30, 2010, the Group had a total customer base of 182 million customers in 32 countries. These include 123.1 million mobile customers and 13.2 million broadband internet (ADSL) customers worldwide. Orange is the number three mobile operator and the number three provider of broadband internet services in Europe and, under the brand Orange Business Services, is one of the world leaders in providing telecommunication services to multinational companies.
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