Igloo has become synonymous for quality ice cream all across the country, with over 100 flavors. The slogan ‘a World of Great Taste’ reflects on delightful experience, creative innovation, endless varieties, and outstanding products.
Igloo foresight to make every moment remarkable with great taste.
CommEngine is a Data-Driven 360° CRM that promises you to track, trace, organize, group, and map each social media communication & customer intuitively with complete visibility.
CommEngine supported & partnered by Robi Axiata and Microsoft .
CE awarded with National ICT Award at 2019 & Bangladesh Innovation Award 2021
Key Benefit Analysis with CommEngine
- Productivity: Ensure zero messing communication mindfully and minimize agent disruption which increases agent efficiency by 20% , In existing team can allocate 20% more productivity.
- Customer Database: The AI base customer profiling create a life time asset for brands. And the proper user tagging will generate segment wise, SKU wise customer database that will help to narrow down target audience for further re-engagement.
- Response & Follow-up Management: The step-by-step response operation of CommEngine Tool allows the agent to work mindfully, and accordingly, special communications can be follow-up within the system.
- Lead & Order Management: With the Lead Management System at CommEngine, Igloo can easily nurture the Leads (sales, services, support) & Order that come to social media.
Issues Management: CommEngine have a tagging feature that will help Igloo response team to segmenting all the communication regarding complain, compliment, support, service, and various issue wise.
Management Supervision: Through the real-time Dashboard, Igloo management will get a complete visibility of total Communication Status & Trends, total new Consumer, Segment-wise consumer acquisition, Engagement Stats, Agent performance analytics in between dates at a glance.
Social Customer Fulfilment Scenario for Igloo
Igloo mission is to be the country’s best Ice Cream ensuring best quality and service to the consumers so that best can be served to stakeholders and country as well.
- Igloo consist a community and huge target group.
- Basket size of each lead is significantly important.
- More than 20% communication can turns to a lead from social/ digital
- Customer decision time for a lead is day to month.
- Profiling most concern supporter group and keep engaging is a key.
- Serving top aware TG and one-stop sales/ service management will create conversational brand image.
To be with the count of be and listen to your clients social media management is best solution for analytics and data driven decision.
Previous Piloting Snapshot
The CommEngine team did a 3-week long piloting session on the 4th quarter of 2020 over the Igloo Facebook page.
The key Outcome of that piloting is here
• Entire team Handles 600+ communications (ensure zero missing communication)
• Generate 40+ Order & Sales Lead from the communication
• Confirm 20+ sales calls and gain first to last-mile fulfillment.
• Total 12000+ customers profiled by auto profiling, and 500+ with details.
• In query categorization the top category was Availability, Distribution hub, SKU wise feedback, etc.
• From Ticket History & Dashboard, management got to know, how many communications the response team is handled Daily/Weekly/Monthly. Which was Unknown before using Tool
• The Re-assign feature can help the response team more, in case of critical communication reply
Key-Feature added in last few quarters at CommEngine
- LeadManager: Introduced social sales and support lead management directly.
- Customer List: Automatic Customer Listing from social media and MIS data
- Auto-Assign: Intelligent Auto Assign feature for Ticket distribution
- Dashboard : Reconstruct the Dashboard with diverse analytic
- Reports: All the reports & ticket history are now exportable, BI & MIS can use it.
- QuickSearch: Updated & quicksearch mode ticket history with detailed attributes.
- 100% Availability: Find a post by URL, ad-post, dark-post, reviews in one-go.
- UI: Visibility of Feed’s Reaction, Notification Sound, Theme Customization
- Feature: Send Message by Enter or Button, Added Emoji Reaction, Banning Spam
CommEngine as Social Customer Growth Solution
1. Social Media Feedback Management
2. Social & Retail Customer Profiling
3. Integrated Re-Engagement Campaign
4. Analytics & Insights
5. Sales/Support Lead & Order Manager
6. On-Demand Business Intelligence & Social Monitoring
Future discussion Scope in queue
- We will discuss about Your brand persona and how commengine can fit in there
- Customer Brand Social Customer Profiling & Communication Fulfillment Roadmap
- Finally how growth solution can help you in every single possible way.
To Know more about CommEngine Tool & Module please visit at