BRIDGEi2i Analytics Solutions - B2C Customer Intelligence


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BRIDGEi2i Analytics Solutions - B2C Customer Intelligence

  1. 1. @ 2013 BRIDGEi2i Analytics Solutions Pvt. Ltd. All rights reserved BRIDGEi2i ANALYTICS SOLUTIONS – B2C CUSTOMER INTELLIGENCE Prithvijit Roy CEO & Co-founder
  2. 2. About Us 2 To be a trusted partner for businesses, helping them achieve accelerated outcomes by simplifying analytics and embedding it in their DNA. BRIDGEi2i is an Analytics Solutions company focused at helping you BRIDGE VISION Transform and visualize big data into meaningful business metrics INFORMATION Identify underlying patterns, understand behavior and predict outcome INSIGHTS Operationalize data driven decisions to realize sustainable business value IMPACT Delivering Sustainable Business Value by Institutionalizing Data Driven Decisions
  3. 3. Information Insights Impact 3 What happened? When? How much? Why it happened? What will happen next? How to operationalize? How to sustain? Capture relevant data Identify key metrics Design & generate reports Identify drivers & trends Understand behavior Predict outcomes Build & implement strategies Enterprise-wide adoption Metrics & reporting Descriptive statistics Visualization Underlying trends Predictive models Optimization Real time decisions tools Change management Institutionalization INFORMATION INSIGHTS IMPACT INPUT Internal and External Data, Structured and Unstructured OUTCOME Accelerated Growth, Risk Mitigation, Cost Reduction BRIDGEi2i helps bridging the gap between Information, Insights and Impact BRIDGEi2i DELIVERABLES CLIENT PROBLEMS ADDRESSED BRIDGEi2i CAPABILITIES PHASES ACTIVITIES
  4. 4. Our Solution Offerings 4 • Targeted acquisition • Lifecycle value enhancement • Customer experience management • Enhance retention CUSTOMER INTELLIGENCE • Market intelligence • Maximize return on marketing investment • Digital media effectiveness MARKETING EFFECTIVENESS • Price setting • Discount optimization • Price realization PRICE OPTIMIZATION • Increase leads & sales coverage • Increase Sales Conversion • Increase share of wallet SALES EFFECTIVENESS • Customer risk management • Fraud detection • Portfolio risk assessment RISK MANAGEMENT • Procurement spend optimization • Supply Chain planning • Human resource effectiveness • Customer service planning OPERATIONS PLANNING Solutions across the key business functions
  5. 5. The Key Challenges faced by today’s marketers Increase Awareness Improve Lead Conversion Retain Customers Web & Social Media strategy Increase Marketing ROI KEY MARKETING OBJECTIVESKEY MARKETING CHALLENGES How to acquire more leads and prospects for demand generation programs ? How to personalize campaigns, offers & promotions more effectively to increase sales? How to engage customers using the website & other social media platforms ? How to optimize our marketing investments to deliver higher return ? How to increase cross-sell & up-sell to existing customers? Who are the right customer segments? How to acquire, position & message to them? Acquire, grow, engage & retain customers
  6. 6. BRIDGEi2i solutions for Marketing Customer Research  Brand Audit surveys  Brand tracking & Measurement  Loyalty & Satisfaction surveys Customer Segmentation & Profiling  RFM & Value based segmentation  Clustering & Latent Class segmentation  Customer segment profiling Targeting & Offer generation  Market basket / Association Analysis  Propensity & Net Response models  Next-best purchase models & Product affinity models Value Migration & Attrition Analysis  Cohort Analysis  Survival & Attrition models  Life time Value framework & models Web Analytics & Social Media Research Marketing Effectiveness  Click stream analysis  Social media buzz , sentiment & engagement measurement  Text & semantic analysis  Market size / share research & forecasting  ROMI/ ROI frameworks  Market mix models BRIDGEi2i Core Solutions BRIDGEi2i Horizontal Services  Custom tools & frameworks using Java, Python, FLEX, .NET & VBA  Data Management Data Enrichment Campaign Management Reporting & Visualization BRIDGEi2i Proprietary tools  SURVEYi2i  Recommendation Engine  Forecasting Engine
  7. 7. Increasing Effectiveness of Demand Generation Efforts … 7 Help set up analytics ready digital platform Measure the performance of digital campaigns real time & make adjustments Optimize media and campaign mix Identify the right strategy for customer groups for email & banner campaigns 1. Infrastructure 2. Performance Monitoring 3. Attribution & Optimization 4. Personalization Web trends/ Google Analytics / Omniture implementation Design Executive & Operational Dashboards Define segments and custom events Identify search words and blogs to track Segment A Segment B Segment C Dynamic banners, personalized offers Customized email subject lines Personalized messaging Conversion and Visitor flow analysis SEO / SEM and keyword effectiveness Campaign Effectiveness Social Media tracking & Social campaign analysis
  8. 8. CRM for improving retention & trial to purchase conversion 8 Help establishing 360 degree view of customer Measure the key customer relationship metrics Personalize communication with customers at right time Operationalize an analytically sound campaign strategy 1. Infrastructure 2. Tracking Metrics 3. Predictive Triggers 4. Campaign management Customer Relationship Management data Campaign Response data Marketing Resource Management data Transaction & financial data Extract Transform Load Marketing data mart Create a list of emails from customer base Prioritize based on predictive models Scrub lists for non performing emails & compliance Messaging & Call to Action Campaign Execution Record history of campaigns & customer touch • Identify the right offers that succeed in driving trial to adoption rates Offer optimization (Design of Experiments) • Target the right customers to improve a campaign response rate Net Uplift models • Identify the triggers and best offers for proactive retention Identify potential attritions Conversion & Closure metrics Retention Rates Usage & Satisfaction Campaign Response & effectiveness Key metrics across channel of acquisition, product, geography, industry
  9. 9. Profitable Growth through effective Cross-Sell and Up-Sell Analyze Product Association Identify white spaces of relationship Generate cross-sell relationships 9 Data Approach Outcome Transaction history Product Details Demographics ( D&B etc.) Customer Relationship 1 2 3 Analyze cross-product ownership across various segments to identify associated products Identify white spaces of relationship in individual customers based on associated products in key segments Build cross-sell product recommendation and prioritization of opportunities and time based on proprietary methods A predictive Cross- sell / Up-sell recommendation Engine Customer P1 P2 P3 A   B   C   Whitespace Firmographics Time of purchase Frequency of purchase Predictive models for next most logical purchase & time
  10. 10. Lifetime Profitability Modeling 10 FROM TO Direct marketing strategy focused at optimizing propensity of response Prioritization considering customer lifecycle of response, conversion to long term relationship and risks Response Target Respond Apply Convert Attrite Loyal Conversion Persistency RFM / Cross Sell/ Life Time Value TIME Business Metrics Customer Lifecycle Purchase Response Conversion Purchase Amount Share of Wallet x x x Net Present Value of Customer Marketing Costs / Risk Expected Profitability of leads Building and integrating models at various lifecycle stages to prioritize leads based on expected profitability for customer acquisition & lifecycle marketing Predictive Models Acquisition Marketing Cross-sell Marketing Retention & Win- back Marketing Applications
  11. 11. Improving Customer Support & Operations 11 ASSESS CUSTOMER SATISFACTION & LOYALTY DRIVERS IDENTIFY KEY ISSUES DRIVING SUPPORT VOLUME & COMPLEXITY OPTIMIZE CAPACITY AND REDUCE COST OF OPERATIONS • Framework to capture and measure satisfaction & loyalty • Execution of customer survey analysis • Identify key drivers of satisfaction and simulate scenarios • Mining text feedbacks and service logs IDENTIFY SALES OPPORTUNITIES AT THE POINT OF SERVICE • Mining call logs and service records to assess key support related issues • Identify products with recurrent issues and complaints • Analyze service metrics around resolution, time taken, satisfaction etc. • Forecasting models to estimate volume of support issues • Staffing models estimating resource needs • Identifying opportunities to increase adoption of low cost channels • Analyze service incidents to identify triggers of cross- sell & retention • Build predictive algorithm for recommendation of product and banners at the point of service
  12. 12. Surveyi2i simplifies customer research Productivity, Cost & Flexibility Manage & clean data Cross-tabulate data Data visualization Statistical significance Key Driver Analysis Text Mining of comments Online dashboards & PowerPoint Ease of Use enables speed & productivity Unified featured across tabulation to insights Advanced Analytics Simplified Publish dashboards without programming
  13. 13. 13 Tracking & analyzing customer satisfaction using Surveyi2i USERS in Client Organization DATA MANAGEMENT LAYER ( Data integration, Merging, Treatments etc. ) ANALYSIS SPACE ( Area where analysts performs various analysis , design dashboards) CROSS TAB, BANNER , VISUALIZATION, ADVANCED ANALYSIS DASHBOARD PUBLISHING SPACE ( The dashboards are published here to share with broader group ) AD HOC REPORTS , AUTOMATED DASHBOARDS Survey Analysts Executives / management • CSat & other metrics across various types of tickets , products etc. • CSat across customer segments • Drivers of Satisfaction & dissatisfaction • Correlation across satisfaction & other operational metrics • Build and share executive dashboards SERVICE TICKETS INFO SURVEY DATA - CSAT ETC OPERATIONAL METRICS CUSTOMER DATA
  14. 14. Turning Customer Support Data Into Customer Strategy 14 Ancillary Info Primary Info Agent Comments and Scribes Call center data Satisfaction surveys Customer Data Analysis Technique Identify Key themes & topics Categorization of Comments Sentiment Scoring Issue identification Selling Opportunities Correlate discussions with immediate needs, chance of conversion Lapse Triggers Identify triggers in agent comments related to potential lapse of policy Customer Strategy Productivity Enhancement Identify major issues related to support calls and driver of delays Satisfaction Drivers Correlate satisfaction with support needs, interaction specifics BRIDGEi2i EXPERIENCE One of the largest Group Insurance provider in US … looking for identifying key reasons for calling the contact center & issues driving such volume and procedural delays in resolution BRIDGEi2i Solutions Include 1. Automated structuring and cleaning of agent comments 2. Identification of topics and themes – reasons & issues
  15. 15. Analyzing Buzz And Feedback From Social Media OBJECTIVE Use Social Media data to augment internal data and make marketing investment decisions To identify opportunities to introduce products in an area where competition is weak Concise insights but faster data Deeper insights but slower data Networking Reviews Research Reports Data Extraction & Crawling Extraction of relevant comments, reviews Structuring the textual data Feature Extraction Segregate relevant texts for each product feature Analyze comments across features Sentiment Scoring Analysis of direction as well as degree of tonality in comments and reviews Indices Creation Creation of indices around satisfaction, recommendation , buzz etc. Illustrative Data Sources BIG Data Engine Business Outcome 1 CORRELATE WITH PRODUCT SUCCESS Identify and correlate social media indices to forecast product performance 2 IDENTIFY DRIVERS OF SATISFACTION Benchmark feature level sentiments against competitors to assess key drivers of customer satisfaction 3 IDENTIFY UNMET NEEDS Identify opportunities of new product based on gaps communicated by users as well as competitive benchmarking
  16. 16. Our Approach 16 Understand Business Problem Consulting Services • Construct Analytical framework for the business problem • Understand focus areas and interrelated processes • Identify key metrics for improvement • Understand expected outcome Design Approach Advanced Analytics Services • To Segment, Predict & Optimize • Translate analysis into business insights • Prioritize business process improvement opportunities based on feasibility & impact • Plan and track impact & sustainability of change Construct Analytics SolutionsAugment and Manage Data Data Services • Identification of required sources and data gaps • Mapping of data to business definition • Data-mart creations Technology Solutions • Data access, cleaning and augmentation to improve accuracy Enhance Access to Insights Portals designed to provide anytime and anywhere access to insights Integration with existing platforms to enable single pane of glass for insights Collection of best in class Frameworks Expertise in leading Analytics tools Traditional Sources Social Media Analytics Apps to enable self service analytics for business managers • Survey analysis • Automated recommendation • Forecasting and scenario planning Unique approach to drive outcome focused solutions
  17. 17. Value Proposition 17 Delivering improved ability to predict changing business dynamics and enhanced agility to drive fast and informed actionable decisions Pan enterprise institutionalization of analytics based decisions to deliver sustainable impact Scalable analytics capability and modular technology assets enable identification and execution of high impact analytics opportunities and operationalization of data driven decision making SUSTAIN Cutting edge analytics and business domain expertize enable us to solve complex and unstructured business problems and deliver measurable business impact Solve unstructured business problems based on data and analytics SOLVE Easy to use and cost effective DIY apps to enable business managers leverage advanced analytics to drive better and faster business decisions Simplify the process of deriving actionable insights SIMPLIFY
  18. 18. • Advanced analytics techniques coupled with business domain expertize • Proven experience in building large analytics capability and deploying enterprise-wide solutions • Modular and customizable advanced analytics algorithms embedded enterprise tools • Cloud based, easy to use apps leveraging the power of advanced analytics Our Value Enablers 18 Partnering with businesses to derive measurable and sustainable business impact based on data and analytics leveraging our … CORE CAPABILITIES TECHNOLOGY ASSETS
  19. 19. Core Capabilities 19 Advanced analytics techniques coupled with business domain expertize Predict customer and employee needs and drive personalized action through study of historical behavioural information • Targeted customer acquisition • Cross-sell & retention strategy • Targeted hiring • Social media influence • Price setting • Account management risk management • Sales forecasting, sizing & allocation • Optimize market mix • Discount planning • Procurement spend reduction • Portfolio Loss forecasting • Optimize Operational staffing Increase efficiency and effectiveness of available resources based on optimal allocation and utilization given the business constraints Resource Planning & Optimization Examples of Business Application Behaviour Modelling & Personalization Examples of Business Application Classify & Segment Identify Drivers Mine Sentiments Predict Future Needs & Reactions Forecast Based on Past Trends Optimize Performance & Utilization Simulate Future Scenarios What-if & Sensitivity
  20. 20. Technology Assets - Applications 20 Customer needs assessment Targeted product offer Optimization of support operations Forecasting business metrics Survey Analytics One-Stop platform for cross tabulation, visualization, key driver analysis, text mining and sentiment analytics from survey data Recommendation Engine Online and Offline product and action recommendation engine based on blend on behaviour of both “Own” as well as statistically “Similar Users” Capacity Planning Simulation of queue based business processes and capacity optimization applicable for hospital staffing, transaction processing, retail & bank counters Forecasting Engine Automated platform for forecasting time series with correlated internal & external factors with extensive “What-If” and driver analysis Big Data Processing Frameworks and libraries for extraction, summarization, visualization and data mining on Big Data from web, transaction systems , customer interactions Data Collection Engine An extensive crawler to extract unstructured data from websites and social media and classifying them into risk groups based on supervised learning Targeted Business Need Tools to Transform Business Insights Tools for Data Management and Collection Modular and customizable advanced analytics algorithms embedded enterprise tools
  21. 21. Engagement Model 21 Flexible engagement model based on business requirements Analytics DIY Apps Analytics Consulting Services Managed Analytics Services Effective and implementable solutions to unstructured business problems helping you achieve measureable business outcome Build a high calibre and scalable Analytics Centre of Excellence (COE) for an enterprise-wide identification and deployment of high impact analytics solutions Enabling business managers leverage power of advanced analytics through easily available and affordable pre-packaged or custom apps in premises or on cloud to drive data driven business decisions faster
  22. 22. Illustrative Representation of Projects 22 awareness Business OperationsFinance & Risk LOYALTY Supply Chain Management Customer Lifecycle Value Modeling Customer Intelligence Market Size & Share Estimation Marketing Effectiveness Pipeline & Conversion forecasting Sales Effectiveness Demand Forecasting Modeling Inventory Management Indirect Spend rationalization across categories Procurement Fraud Loss Forecasting Risk Management Trade Promotion Effectiveness Pricing Optimal variable compensation allocation Human Resources LOYALTY Customer Experience Studies Customer Service Marketing & Sales Customer profiling & segmentation Marketing Metrics & Dashboard design Identify sales team needing intervention to meet quota Risk Model Governance platform design Strategic Price Setting & Elasticity Analysis Employee Retention drivers Identification of issues from customer service transcripts & scribes Inventory Replenishment models Target Marketing Scorecards Marketing Mix Modeling Identify triggers of reducing sales onboarding time Student interventions for Attrition Reduction Employee Satisfaction Survey Design, Execution & AnalysisRecommendation of advertisements based on web behavior
  23. 23. Our Clients 23 Fortune 50 diversified technology company Fortune 100 B2B technology company Leading provider of hybrid data protection solution Global business communications solutions Global semi-conductor company in wireless telecommunications Fortune 500 European investment bank Fortune 500, direct banking and payment services company European Student Loan Provider Two Leading providers of insurance services and asset management in US One of India’s foremost consumer packaged goods company Supplier of high performance aerospace fasteners in USA World’s leading logistics provider One of the largest global consulting company Leading global business process outsourcing company One of the premier US universities US based online education company Online Media company of high-impact documentaries
  24. 24. Leadership Team Prithvijit Roy CEO 15+ years of experience in building and leading large scale Analytics Centers for HP and GE. Experience across Technology, Fin. Svcs., Retail and Insurance domains MS in Quantitative Economics from Indian Statistical Institute Ashish Sharma Director, Consulting & Services 13+ years in leading analytics practices across Consumer Finance, Insurance, Hospitality for Genpact (formerly GE) MS in Statistics from Indian Statistical Institute (Economics & Finance specialization) Pritam Kanti Paul Director, Product Development 13+ years in leading development of cutting edge analytics application across marketing, pricing, risk, procurement , fraud and operations. Regarded as an innovative thinker - have prestigious innovation and leadership awards and patents under his belt MS in Statistics from Indian Statistical Institute (Gold Medalist) Leadership Team Board of Advisors Gail Galuppo Advisor, Marketing Strategy Led marketing functions for Western Union, Discover, Standard Chartered Bank & Sears helping drive customer relationship strategy leveraging data and analytic solutions to identify “order of magnitude” impact and drive change. Prasanna Dhore Advisor, Big Data Solutions SVP, Chief Data Scientist for Equifax. Prior to which guided Fortune 500 companies like HP, Mellon Financials to unprecedented revenue growth by uncovering opportunities, transforming and reinvigorating brands, and putting ideas into motion. Anand Melige Advisor, Technology Solutions Developed and led Analytic Centre of Excellence in area of Risk Management and Analytics for American Express, Citibank and GE. Founded Decidyn, company focused on developing Analytics products. 24
  25. 25. Thank You