Nokia
Making Virtual Reality
Serving customers in more than 100 countries, Nokia is a leader in the technologies that connect people and things, combining network infrastructure, software and services, with advanced technologies for smart devices and sensors to tap the power of connectivity
Pushing the Innovation Envelope
From its Finnish roots, Nokia has evolved to embrace and prepare for every fundamental shift in how the world communicates and connects.
Since selling its mobile phone business Nokia has been focused on reviving and reinventing the brand through new ventures and developing new technologies in response to shifts in market conditions.
In 2014, Nokia Technologies was formed by research and development teams and began to work on a new project called OZO. The outcome of the project proved to be a defining step forward in the future of digital camera technology; however, the company realized it lacked the resources to adequately market and support the global launch of its new professional-grade virtual reality camera.
Nokia needed a place where people could go to ask questions, get product updates, submit new feature requests, and share their experiences with others.
Zooming in on Engagement with Salesforce
We teamed with Nokia to create a social community for creative minds to engage with others, explore and demonstrate the power of virtual reality, and the potential of OZO.
To foster a community of conversation around the product, we conducted a joint discovery workshop to gain an understanding of the vision for this revolutionary technology and to capture the true essence of the brand in the customer community.
Using the power of the Salesforce Community Cloud platform, we designed a social community that adheres to Nokia’s strict brand guidelines, yet embodies scalability and flexibility. The site features a community self-registration process, a home page with featured topics, discussion groups, and a knowledge base. As interest grows, the OZO community can expand to showcase creative content and inspire other pioneers, while giving Nokia the ability to have control over the direction of the brand and be a part of the conversation.
The OZO online community serves as a digital hub to deeply engage and support customers at every stage of their journey with Nokia, providing an innovative and engaging customer experience that builds lasting loyalty and brand advocacy.
Results
Making an Immersive Experience a Reality
The OZO online community serves as a digital hub to deeply engage and support customers at every stage of their journey with Nokia, providing an innovative and engaging customer experience that builds lasting loyalty and brand advocacy.
The versatility of the Salesforce cloud platform also enables Nokia to adopt a self-service support strategy designed to increase case deflection, automate case escalation rules, and ultimately improve agent productivity for the brand moving forward.
The Community Cloud platform delivers value to:
- Create a fan space for showcasing content and sharing tips
- Reducing caseload and cutting support costs
- Harnessing innovation to ramp-up product development
- Drive product and accessory sales
As Nokia continues to introduce more groundbreaking products like OZO, Salesforce will serve as a scalable solution to support Nokia’s growing intellectual property portfolio.