2016 Winner Profile

General Motors

Project Description:
The General Motors Social Media Center of Expertise and IT team replaced disconnected legacy tools for social media management with a single tool stack and support model, which is now used by more than 500 social media practitioners worldwide. The new system enables social content publishing across more than 475 owned channels with 50 million followers; social listening; social media analytics, reporting and data visualization; and social campaign and app development. Internally, it enables better organizational learning through best practice sharing; reuse of apps between brands and markets; and allows for integrated workflows in different regions. In addition to an increase in social customer care engagements, GM saw significant savings from insourcing the development of applications, which had a high level of reusability.
Business Functions:
Customer Service or Support
Business Goal:
Customer Experience
Randy Mott, Senior Vice President and CIO
Mary Barra, Chairman and CEO
Detroit, Mich.
View All 2016 Winners »