As government agency responsible for student services and loans, the ways for communication and interaction are changing. Students are becoming increasingly familiar with digital devices and communication. Activity on social media is one of the trends amongst students. The client wanted to research the usefulness of the information communicated on social media.
The client was faced with optimizing their customer service organization. Within this transformation process the focus lies on making services accessible and transactional. Because the new policy is to pursue an ‘internet-only’ strategy, information regarding the requirements for the services should be located online as well. The client wanted to monitor the social web for relevant information regarding their products and services, primary focusing on student loans.
Deloitte setup an interactive project which focused on creating awareness under the client’s employees and teaching them the right technical skills to monitor social media. After the initial setup the client’s employees researched their own business questions with usage of the social media monitoring tool.
Deloitte pre-configured a social media monitoring tool with queries. These queries were determined and translated from business questions the employees were working on. In workshops the questions were prioritized and in order of relevancy answered during the final presentation. The final presentation included a set of recommendations to focus on while redesigning the customer services.