“The volume and content of global social media discussions about smartphones can be overwhelming…. Confirmit Genius helps us to mine the nuggets from social media for the key issues, and correlate those quickly with information extracted from internal systems. This provides one of the most powerful and reliable real-time key performance indicators we have come across.”
— Olle Hagelin, Quality Manager in Field Data Management - Quality & Customer Services at Sony Mobile Communications
As the social media channel matured and adoption became more widespread it became clear that Sony Mobile Communication could harness social media as an intelligence source that would transform the way they interacted with customers and reacted to what they were saying.
SoMC uses Confirmit Genius to continuously monitor over 100,000 sources and sub-sources of social media to detect product issues early – and act fast to resolve them. This has helped SoMC to save tens of thousands of dollars associated with the cost of warranty and ensures that the brand is protected by limiting associated negative word of mouth.