Social Support Mutua Madrileña
From the call centers
to the social networks
Understand in order to transform
What did we do?
We digitalized the Social Support process at Mutua Madrileña, analyzing the workflows and turning them into touchpoints across social networks and other customer service digital channels.
Work areas
Social Media, Analytics, CRM.
A multidisciplinary project
Thousands of answers
with one single voice
In order to develop a strategy, we immersed ourselves in Mutua Madrileña’s call centers and in the day-to-day protocols for answering and workflows in the involved areas (Commerce, Digital Transformation, IT or Communication). The final deliverable was a guide that picked up the entire process of customer service across social networks.
Parting from the initial audit, we applied a methodology of Social Support to define flows, types of interactions, and needs of the ticketing tool for Mutua Madrileña.
Juán Bodas
Social & New Media Manager | Partner
90%
100%
A digital experience
10%
message automation for user self-management
A digital experience
lower cost of time / cost of call center agents
