Telenet, a social care story

11/04/2023Steven Degelaen - @sdegelaenOnline Conversation Manager 1

Telenet in a nutshell Social @ Telenet Telenet on social media Social care Tools Q&A

The next 30 minutes...

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4P cable operator in Flanders and Brussels

2.1M+ customers 2200+ employees 58% owned by Liberty Global

Telenet in a nutshell

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Internal guidelines• Everything is accessible, be responsible

De Gele Draad• Internal collaboration

Reporting• Daily, weekly, monthly, yearly• Know your audience

Social @ Telenet

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Geeky start of ^CH in 2007• Listen before you start talking

Main channels• Twitter (28K+ followers)• Facebook (70K+ fans)• Forums

Telenet on social media

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Followers

Fans

Specific content accounts (Telenet Entertaint, Sporting Telenet)

Conversation platform Snap!

Telenet on social media

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Cross-functional, non-silo approach Internal network is crucial• Know & involve everyone

Content calendar• Plan what you can, be ready for the rest

Co-creation & continuous improvement loop

Social care

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Social care team• Dedicated vs blended• Extended operating hours

Align with contact center & customer A social media crisis is not a 9-to-5 event, it

happens at 9 to 5 (on a Friday)

• Hire socials, not writers• Empower the team

Train your colleagues, send reports

Social care

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Evolution from free to professional tools

Reporting and engagement Workflow management To measure is to forecast

Tools

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Why Engagor @ Telenet?• 1 tool for many purposes

Blend all platforms and accounts into 1 tool Compare all metrics Determine campaign outcome Engage

Tools

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Why Engagor @ Telenet?• Flexibility (filters, dashboards, ...)

Tools

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Why Engagor @ Telenet?• Benchmark with competitors• Local presence & support• Easy rollout within contact center

Tools

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To develop further• KPI’s• Teams/workflows• Integration in/link to other CRM systems

for full overview

Tools

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Thank you!Questions?

04/11/2023 14Steven Degelaen - @sdegelaenOnline Conversation Manager