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Improving service to your customers from your big data and their smart phones

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Improving service to your customers from your big data and their smart phones …

Improving service to your customers from your big data and their smart phones

Global Directions 2013

Harvey Spencer Associates

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  • 1. Improving Service to Your Customers from Your Big Data and Their Smart Phones Harvey Spencer President, Harvey Spencer Associates www.hsassocs.com 1-631-368-8393
  • 2. This is a Single-Family Home located at 408 Little East Neck Road, Babylon NY. The average list price for similar homes for sale is $337,683 and the average sales price for similar recently sold homes is $339,339. ( Description provided by Trulia) Zillow Zestimate: - $325,262
  • 3. 408 Little East Neck Road S Babylon NY (Source: Google Maps)
  • 4. Source: MLS Listing
  • 5. October 26, 2012 Source: Weather Channel prediction
  • 6. October 29, 2012 Source: US Hurricane Center
  • 7. ON THE NIGHT OF OCTOBER 29 SANDY HIT LONG ISLAND – THERE WAS EXTENSIVE FLOODING. FIRES BROKE OUT AS ELECTRICAL JUNCTION BOXES COVERED IN SALT WATER SHORT-CIRCUITED.
  • 8. Night of the Storm 408 Little East Neck Road S (YouTube feed)
  • 9. November 17, 2012
  • 10. 408 Little Neck Road S Metadata Summary • Before and after pictures (before inside pictures) • During pictures • Date and time of day • Who, when, where • Location map and satellite pictures • Valuation before • Valuation before of surrounding properties
  • 11. Insurers are Starting to Access and Look at this data • Insurance Co’s starting to allow reporting claims with attached photos – 10’s of thousands filed claims using mobile apps • Some Insurers monitored Social Media • 20m twitter feeds between Oct 27 and Nov 1 2012 – 1/3 Twitter traffic was information-related, including news origination, government reports and eyewitness reports,* Source: Insurance and technology -- Accenture
  • 12. Time on Site, Mapping, LocationPhotographs from scene Rea Estate Information Weather Information Risk Management Policy and Coverage Police & Fire Information Image Location Other Information Internal DataBases News Footage maps Twitter Cloudy Capture Mashups Give a Picture of the Customer and His Needs
  • 13. And then we add the documents – Estimates, Repair Quotes etc
  • 14. And be expanded to be proactive, and lay-off risk more quickly. Insurance can assess claims and need for adjusters more effectively
  • 15. Proactive Risk Management
  • 16. Next Door to 408:- 412 Little Neck Road Potential other claims
  • 17. Cloudy Capture Mashups Voice Time on Site, Mapping, Location Photographs from scene Rea Estate Information Weather Information Documents Risk Management Policy and Coverage Police & Fire Information Image Location Other Information Internal DataBases News Footage FaceBook Video Streams Twitter & Social media Other Information
  • 18. Speed is the Key to Efficient Capture > Real time understanding permits company systems to request additional information – Demand more pictures – Request voice explanation – Determine whether human is required and which expert.
  • 19. Augmented Reality http://www.geek.com/articles/mobile/aurasma-lets- everyone-view-and-create-augmented-reality-on-a- smartphone-20120720/ HP’s Aurasma • Effectively uses photographic understanding • Mashes up multiple different elements in real time • Then we can add documents and social media
  • 20. Augmented Reality
  • 21. Applications are Wherever Customer Service and Transactional Information Meet • Insurance • Real Estate • Law Enforcement • Field Service  Healthcare  Logistics and Transportation  Banking & Fin Services
  • 22. Start with Documents and Expand to Improve Understanding Voice Annotation Time on Site, Mileage Capture Mapping, Navigation Image Capture Image Enhance & Classification OCR, Forms Processing & Data Extraction Image-Based Key Data Entry Finance Signature Authentication Customer Information Stroke Recognition H-R Engineering Image Location & Identification Other Data EntryInternal and External DataBases E-Forms Photograph Understanding Multiple Element Recognition and Speed of Processing is Key for the Future of Cloudy Capture Mashups Device ID, Time, Location Other
  • 23. Mobile Apps with Pictures are Transforming the Road Warrior • Insurance – Automatic quotes from pictures of VIN # and driving licenses. – Applications – Simple claims • Finance – Banks are offering check image capture and now bill payment. Loan collateral documents to follow. – http://www.youtube.com/watch?feature=player_embedded&v=oFboSpvmkpQ • Sales and Marketing – Order Entry, New Account Opening, Expense Receipts, Credit Approvals • Health care – Patient interactions entered nearly instantaneously. for amore efficient and orchestrated care response, and in some cases leading to more rapid or accurate diagnoses. • Logistics and Transportation – Waybills and shipping documents instantly transmitted
  • 24. Security and Privacy General purpose apps can access all the functions in your phone. Pictures captured with standard apps go into the gallery and can be accessed/changed by anyone. • Industry specific apps can keep images private, encrypt and delete after use. • ‘Synch’ companies can segment and control your BYOD phones and tablets • IOS seems easier to control than Android
  • 25. A PICTURE IS WORTH A THOUSAND WORDS – HELP YOUR CUSTOMERS FROM YOUR BIG DATA AND THEIR SMART PHONES HARVEY@HSASSOCS.COM MOBILE: +1-516-906-4199 The smart phone is an amazingly intelligent device with sensors that constantly can deliver information about your customers, their whereabouts, their properties, their activities. Used productively it can Speed up and Improve customer service Reduce costs and risk Enable more targeted marketing Make for happier customers and employees
  • 26. QUESTIONS?