Social Media Integration: COSMIC

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COSMIC

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COSMIC is a social CRM tool that integrates social media channels directly into your CRM system. Expand your CRM with COSMIC to include new communication channels and analyses and link them with your existing business processes.

COSMIC (Comprehensive Observation of Social Media Integrated with CRM) expands your CRM system to include the new channels of the social Web, direct linking with business processes, and analysis views. It thus allows a smooth data integration into the operative CRM system. COSMIC can be used as part of the CRM solution update.revolution or as a stand-alone solution.

All information is available centrally at the company and can be forwarded to other departments. Information can be called up from anywhere in the company. Search options, terms, and sources can be defined and adapted at will and anytime. Information found can also be analyzed easily with drill-in and drill-down functionality, among others.

According to the three-phase concept listen, understand, and engage, areas of interest are defined at the start, according to which selected sources are searched. All results of this research such as the total number of messages posted, content and mood of the messages, number of mentions, as well as relevance are analyzed in the "results overview." In the last step (engage), it is possible not just to respond to messages directly, but also to initiate additional processes company-wide using service tickets.

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