Social Relationship Management Requests

Oracle Social Relationship Management (SRM) is an example of an external system that can initiate customer relationship requests.

Social network posts cover a vast range of topics, a number of which could be related to the users' concerns with their utility service. For example:

  • A Facebook user could post on a community page about a power outage in a specific area.

  • A Twitter user might post about specific problems with their utility service (e.g., high bill complaints).

Social conversations of this nature can be monitored and managed via Oracle SRM. Oracle SRM’s Engage module allows its users to see all social conversations, identify customer-specific issues and route the messages to the appropriate systems/channels.
Requests from social relationship management systems typically include:

  • Information about the original posting on the social network/community (e.g., author’s identifier, link to the post, etc.).

  • Information about the posting within the social relationship management system (e.g., the user that sent the request to the utility, link to the post, etc.).

  • Additional details that will help with processing/resolution (e.g., customer/account numbers, address, bill IDs, etc.).