Case Study: SEB Group enhances customer care and social media intelligence with Valtech

SEB Group improves social media response to 1 hour with Valtech

The SEB Group, a world leader in small electrical appliances, faced a challenge in managing a 10% rise in consumer questions and complaints on social media while striving to meet expectations for rapid response times. To improve these interactions and better meet customer needs, the SEB Group engaged the digital agency Valtech for assistance.

Valtech implemented a social media intelligence solution, defining new processes and governance while creating a proof of concept that connected monitoring and management tools. This approach optimized workflows and response efficiency. The project shifted the SEB Group from simple social media listening to a holistic view of the consumer and is planned for extension across all brands and European countries, transforming customer care into a company-wide system.

SEB Group