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SOCIAL ‘LISTEN AND ENGAGE’ TECHNOLOGY ENHANCES UNDERSTANDING FOR MUS 14th July 2014

SOCIAL ‘LISTEN AND ENGAGE’ TECHNOLOGY ENHANCES UNDERSTANDING FOR MUS

Morrison Utility Services has deployed the award-winning social media listening platform, Radian 6. 

This social media listening platform enables Morrison Utility Services to digitally comb social media networks, using customisable keywords to proactively monitor, analyse and respond to online comment and key topics of conversation referring to the company and its clients. The technology also provides Morrison Utility Services with the ability to identify and address common complaints and individual case management opportunities around specific issues that may not be identified through conventional surveys.

The service is able to track posts in real-time across a range of social network platforms including Twitter, Facebook, video sharing sites and blogs, providing the means to identify and address the root cause of any public dissatisfaction and negative sentiment in relation to a specific location or works.

Tim Sargent, Business Development Director, Morrison Utility Services, commented: “This development will enable us to provide additional support to clients as they address the challenges of the RIIO and SIM regulatory frameworks. Monitoring and addressing issues as they surface across the social sphere provides us with a unique opportunity to manage both our own reputation and that of our clients. The technology will also offer another critical layer of stakeholder engagement and insight that will drive continuous improvement and innovation in the way we communicate and support our clients’ customer service and satisfaction ratings. The learning from this new listening approach will be fed back into the business to enable our contract teams to improve how we deliver our services to customers.”

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