Customer Retention
Additional Revenue
Customer Service Data
Analysis
Legacy Analysis Ruby on Rails Analysis
Data from legacy platform
Info on Sales Force
Customer Service Data
Analysis
Legacy Analysis Ruby on Rails Analysis
Criter...
Improve Signups
Engage POC
Improve e-Campaign Use
Potential for Upsells
Customer Service Data
Analysis
Legacy Analysis Rub...
Customer Service Data
Analysis
Legacy Analysis Ruby on Rails Analysis
Legacy Analysis
Customer Service Data
Analysis
Legacy Analysis Ruby on Rails Analysis
Open Rate Click Rate Opt-out RateBounce Rate
Ruby on
Build the track to success!
By Caroline Lee
IT Market Clock
Data from Gartner:
IT Market Clock for
Programming Languages
2013
Why Ruby on Rails?
Open-Source Software
Architecturally Simple
Web Application
Dynamic Language
Supportive resource
Get mo...
Emphasize the advantages &
business values to potential
investors, if needed.
No dramatic benefit of telling it to
clients...
Final presentation for the internship at UbiCare
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Final presentation for the internship at UbiCare

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My final presentation for the internship at UbiCare in the summer break of 2013. It includes my analyses on Customer Service Data, Legacy platforms, and Ruby on Rails.

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  • Today, I’d like to present my three analyses. The first one is on the Customer Service Data.
  • The purpose of this research & analysis is to find ways of improving customer retention and increasing revenue. Here revenue means the additional sales from the existing clients.
  • Based on the data from the legacy platforms and the information on Sales Force, I have two key findings. One is about a Categorization issue, another one is a criterion assessment issue. The original categorization of clients for customer service applied four criteria, and the four categories are based on the number of Yes mark on the criteria for each client. The problem is that this categorization didn’t indicate what the service team needs to do for each category. Another finding is a criterion assessment issue. We didn’t have a clear benchmark for each criterion.
  • So we started to take a new categorization in which each four new category is fixed with a new criterion. Our goals are also include defining a clear benchmark for each criterion. This action-based categorization and the new benchmarks enables the service team to work out a specific action plan to improve our business.
  • My second topic is the Legacy analysis. One main discovery helps us do an appropriate comparison between UbiCare’s stats rates with the industrial rates.At first, we looked at the stats report from MailerMailer. We afterward realized that UbiCare has different calculations with it. Then we turned to Constant Contact which has the same calculation with us.
  • The closest comparison is with the business type Nonprofit – Health and Human Service. We calculate open rate as the percentage of recipients who opened an email compared to how many e-mails were sent. Our calculation doesn’t included bounced e-mails. Click Rate is a percentage of people who opened the email and clicked at least one link in it.Both the comparisons on open rate and click rate reveal that UbiCare is very strongly in the industry. We should cheer for it.
  • My last analysis is about what the real benefits of using Ruby on Rails as a language and framework to develop UbiMobile.
  • My research is based on the material from Gartner. Gartner is the world’s leading information technology research and advisory company providing technology related insight.According to Gartner’s material, all programming languages can fall into an IT Market Clock. Ruby on Rails is on the Choice quadrant. This is the phase of highest demand growth. Supply options should grow, and prices fall at their fastest rate.
  • Then why choose Ruby on Rails?It has three obvious characters: Open-source Software, architecturally simple Web application, and dynamic language. Open-source character exposes it to open and transparent communities with virtual real-time collaboration. As developers don’t need to buy yearly support from the core team, this advantage leads to a cost-saving for UbiCare.Its architecturally simple Web application character enables developers to use native libraries from other languages. As the code, build and test cycle can be shortened significantly, developers can get more done in less time. Then UbiCare can acquire business value faster. Rails as a dynamic language makes developers easier to learn and to use it. This advantage can benefit UbiCare with higher staff productivity and lower operational overhead.
  • Such benefits make UbiMobile standout in the evaluation by potential investors, but, I think our clients don’t need to know our adoption on Rails. One reason is that clients care more about what services and contents UbiCare provides to them than what tools we use. Technology advantage isn’t necessarily related to marketing and service advantage in some cases. Second, many clients don’t have necessary technology background to understand the advantages. Educating them might have less effort than we expect.
  • Final presentation for the internship at UbiCare

    1. 1. Customer Retention Additional Revenue Customer Service Data Analysis Legacy Analysis Ruby on Rails Analysis
    2. 2. Data from legacy platform Info on Sales Force Customer Service Data Analysis Legacy Analysis Ruby on Rails Analysis Criterion Assessment issue Categorization Issue Active POC Active Use of e-Campaign Active Signups Potential for Sales Category 1 Category 2 Category 3 Category 4 Four Criteria 0
    3. 3. Improve Signups Engage POC Improve e-Campaign Use Potential for Upsells Customer Service Data Analysis Legacy Analysis Ruby on Rails Analysis Action-based Categorization 0 usage last quarter N/A N/A Signups < 10%1 4 3 2
    4. 4. Customer Service Data Analysis Legacy Analysis Ruby on Rails Analysis Legacy Analysis
    5. 5. Customer Service Data Analysis Legacy Analysis Ruby on Rails Analysis Open Rate Click Rate Opt-out RateBounce Rate
    6. 6. Ruby on Build the track to success! By Caroline Lee
    7. 7. IT Market Clock Data from Gartner: IT Market Clock for Programming Languages 2013
    8. 8. Why Ruby on Rails? Open-Source Software Architecturally Simple Web Application Dynamic Language Supportive resource Get more done in less time Easier to learn Ease of use Customer Service Data Analysis Legacy Analysis Ruby on Rails Analysis
    9. 9. Emphasize the advantages & business values to potential investors, if needed. No dramatic benefit of telling it to clients. Customer Service Data Analysis Legacy Analysis Ruby on Rails Analysis

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