The FINANCIAL -- Dell Services on April 20 introduced new social analytics solutions that integrate data from multiple channels and provide a 360-degree view of the consumer.
The services combine digital data, existing business rules and predictive analytics to empower organizations across multiple channels with actionable customer intelligence. Dell’s social media solutions help businesses and organizations engage audiences to anticipate and predict purchasing and behavioral decisions, according to Dell.
The set of solutions provide a single aggregated metric of social conversation for easy monitoring and tracking to determine sentiment and advocacy of consumers, affecting many areas of business from marketing to sales, and customer service to care management.
"Organizations can combine their data from past transactions, such as donations or purchases, along with information gained through real-time consumer engagement, including social, web and mobile posts about the brand, to get a well-rounded understanding of how and when to engage their audiences," said Raman Sapra, executive director and global head, Dell Digital Business Services. "Through these solutions, our customers have a complete consumer analysis in an actionable dashboard view that helps drive positive business outcomes from their social engagement efforts."
The American Red Cross is one customer using these social media services. Building on a 20-year relationship with the ARC, Dell Digital Business Services is providing omni-channel enhancements to American Red Cross in order to expand the existing blood donor engagement process. The enhancements are expected to increase its outreach to new and existing blood donors through improved donor identification and targeting via digital channels, such as social, mobile and web -- providing a new level of service for the Biomedical Services Department. Additionally, Dell Services is providing social media consulting to lower the cost of social media care while increasing reach and amplification.
In addition, today, the American Red Cross and Dell announced the third Digital Operations social media command center based in San Jose, Calif. focused on monitoring disaster relief in the region. Dell is leveraging its proprietary social media tools to gather insights and analytics to help drive interest for the American Red Cross digital volunteer programs. Dell is working to expand the American Red Cross’ digital capabilities in order to reach a new generation of volunteers and donors.