I am the GM: Product & Digital at a mobile telecommunication company is South Africa and we have multiple social media platforms to foster engagement with our customers i.e. two twitter handles (one for brand messaging and one for service), Youtube, Blog, Facebook, Mixit, WeChat etc (this is device capability dependent so we have to consider multiple platforms). We have also implemented Closed Loop Feedback as another mechanism to hear the voice of our customer and update our digital touch points customer experience accordingly. Kindly let me know if you require specific information. 

Hi Ademir, Im a profesor of Stratgy @ UDD in Chile.  I wrote the case of "Carenado".  Carenado is a software development company which creates add-on software for simulation based games such as Microsoft Flight Simulator, X-Plane and P3D.   You can check in Facebook, YouTube, etc.  how they use social network sites to do crowdsourcing (and other tolos) to improve its products and services.   Attached you´ll find the Carenado business case.

I hope this can help you.

All the best.

Erica

I would be happy if you calrify whether you are looking for companies using external social networks, like Twitter and Facebook, or internal (enterprise) social networks, like Yammer and Jive?

Hi Ademir, I don't know how do you expect that social networks help companies. Anyway look the paper "old theories

For a general overview of research on the internal (i.e. non-marketing) company uses of enterprise social media, have a look at our introductory article to a special issue of the Journal of Computer Mediated Communication on this topic from October, 2013.  

Article Enterprise Social Media: Definition, History, and Prospects ...

I run a small social media consultancy in addition to teaching full-time, and I have used all of the major social networks for internal purposes for a number of clients. For instance, we have used LinkedIn groups for employee suggestions and discussions of process improvements. We have had success with Facebook groups, too. I would avoid Twitter hashtag conversations as they are too public for internal discussions. In short, yes, the social networks can be effective tools for process development, customer service and improving employee morale. 

Of course there are many, below are some case studies.

https://business.twitter.com/success-stories

and this one

https://biz.twitter.com/success-stories

Thanks soo much for your answers. My intention is study how external social media can be used as a tool for get new ideas for consumers (or other interested person).

Thanks soo much.

Almost in all processes companies can use social media for their improvement. In which process do you want to know the usage of social network sites. For example they use social networks to identify the potential customers, advertise the products and so on. Let me know the exact business process you want. I will definitely answer you based on your selection.   

Actually, I'm thinking in use of social media as an input for organizations (not for disclosure).

Today most of the, in fact all of the well structured as well as not so well structured companies  use SNS to improve company processes. You may find some companies or organizations started as  Facebook pages .