Enliven cem clickstream solution

Confidential. Copyright © 2014-15 Ramyam Intelligence Lab. All Rights Reserved
enliven CEM®
Understanding the complete online journey of your customer

Acquisition
(For Visitors)
•Search Engine Optimization
•Understand Dimensions and correlations (Business) : Channels Locations Popularity Brands
•Visitor pattern based campaigns
•Convert visitors as registered
Do you engage your online visitors online according to their preferences and repeatability ? Does your visitor register after your efforts to engage them ?
Current Challenges
Conversion
(For Members )
•Browsing pattern Vs Conversion
•Buying pattern Vs. Basket value
•Cross category Engagement
•Personalized Campaign/Recommendations
•Effectiveness Measurement
Do you know best way to engage each and every customer among millions?
Can you track and measure each of your customer’s response ?
Retention
(For Members )
•Loyalty Calculation
•Lifecycle State Preferences
•Lifecycle State Change
•Churn Propensity
•Personalized Campaign/Recommendations
•Effectiveness Measurement
Do you know your customer’s propensity to move to your competitor?
Are you enabler of Brand advocacy ?

Product Performance
Sessions
(New/
Returning)
Source wise Conversion
Bounce Rate
User Agent
Campaign wise Conversion
Channel wise Conversion
Site Abondment points
( Real Time)
Customers Difficulty /Pain point on web shop
Integration
Custom Variable
Google Analytics
Omniture/
Web trends
Tealeaf
Integration limited to Google's API
Integration capability with Google API and
and PPC accounts
Limited to 5 custom variables
Track different types of variables, not limited to 5
Capability
Business Performance dimensions State of Present Solutions
At a generic level, no individual mapping
Integration with google API ,PPC accounts and
web analytical systems

What is still not Solved ?
Heuristic, predictive analytical identification of customer
Understanding each and every customer’s Behavior – Real-time and off Real time
Holistic customer view - Correlating ( profile, Transactions, Interactions, Device, Pattern, Responses)
Personalized campaign effectiveness ( ROI / Campaign )

enliven CEM®
- The Differentiator
•Customize template personalized to context and insights derived
•Deliver through preferred channels ( Offline/Real time)
•Visits( New /Returning)
•Demography Heat Map
•Channel Conversion
•Source wise Conversion
•Campaign Conversion
•Abandonment Rate
•User Agent
•Orders Vs Complaints
•Dormant Vs Reactivated
•Revisit Vs Conversion
•Campaign Redemption – Channel Wise
•Promo Effectiveness
Effectiveness Measurement
( for each customer among millions )
Traffic Analytics
Customer Analytics ( for each customer among millions)
Interventions
( for each customer among millions)
•Purchase Pattern & Trends
•Behavioral state change
•Loyalty through value scoring
•Moving out propensity
Competitive
Differentiator
Most common used solution – Part of enliven CEM®

enliven CEM®
- Solving the missing Link
Product Performance
Sessions
(New/
Returning)
Source wise Conversion
Bounce Rate
User Agent
Campaign wise Conversion
Channel wise Conversion
Site Abondment points ( Real Time)
Customer Difficulty /Pain point on the web shop
Integration
Custom Variable
Google Analytics
Omniture/
Web trends
Tealeaf
Integration limited to Google's API
Integration capability with Google API and
and PPC accounts
Integration with google API ,PPC accounts and
web analytical systems
Limited to 5 custom variables
Track different types of variables, not limited to 5
Capability
Individual Lifecycle Management
Response Mapped to Individual Profile
Business Performance dimensions
enliven CEM®
Integration
with multiple
Business systems
Unlimited variable correlation

Solution Architecture
Website
Mobile
Clickstream
Clickstream
enliven CEM®
engine
Correlated to transactional value Order Effectiveness Campaign Effectiveness Visitor Vs. Members Member Analytics on historical information correlated to profiles Personalized offer Relevant recommendation Discounts on lifecycle Real time Next best Action Customer Engagement Customer preference Customer Journey
Outputs
Processed Real time
Touch-point
Catalogue
Customer State
City database
Activity/ Sub activity
Internal Reference Data
Payment Mode
Product Details/Pricing
Campaign /Promotion
External Reference Data
Inventory

Anna visits website second time and browses an Evening dress
App Server
Click Stream
Enliven Service
Visitor ID/Member ID
IP address (Location)
UTM Parameters :
UTM_ Campaign
UTM _ Source
UTM _ Medium
UTM_Term
Timestamp ( Time spent)
User Agent (Browser and Device Information)
Click Stream IDN
Acquisition
Idea Tree
Visitor Pattern
Location
Activity Identification
Normalization
Enrichment
Action
Response
Processed Real time
1
Request
Real time
Response
Pre processing
Request
Real time
Response
2
3
4
5
Referred URL
Transaction
Database Update
Clickstream Datamart
NBA Database
Next Best Actions
Correlated to transactional value
Order Effectiveness
Campaign Effectiveness
Visitor Vs. Members
Location specific views
Actionability
Member Analytics on historical information correlated to profiles Personalized offer Relevant recommendation Discounts on lifecycle
Real time Next best Action
Customer Engagement
Customer preference
Customer Journey
6
Technical Solution Flow

Anna visits website
second time ( not registered) and browses an Evening
dress
App Server
Click Stream
Enliven Service
Visitor ID/Member ID
IP address (Location)
UTM Parameters : UTM_ Campaign UTM _ Source UTM _ Medium UTM_Term
Timestamp ( Time spent)
User Agent (Browser and Device Information)
Click Stream IDN
Acquisition
Idea Tree
Visitor Pattern
Location
Activity Identification
Normalization
Enrichment
Action
Response
Processed Real time
1
Request
Real time Response
Pre processing
Request
Real time Response
2
3
4
5
Referred URL
Transaction
Database Update
Clickstream
Datamart
NBA Database
Next Best
Actions
Correlated to transactional value
Order Effectiveness
Campaign Effectiveness
Visitor Vs. Members
Location specific views
Actionability
Member Analytics on historical information correlated to profiles Personalized offer Relevant recommendationDiscounts on lifecycle
Real time Next best Action Customer Engagement Customer preference Customer Journey
6
Visitor Identification Number 41521390 ( 2nd Visit )
Date and time of visit
Session 1: 2011-01 01:55:13
Session 2 : 2011-06 03:55:13
IP Address of the system 2.111.94.18 ( Mumbai)
URL "http://www.fnu.com/category/subcatgory/Item
UTM _ Source: Google, UTM _ Medium : CPC, UTM _ Campaign: evening blast
User Agent:
Session 1: Mozilla/5.0 (iPad; U; CPU OS 4_2_1 like Mac OS X; en-us)
Session 2 : Android/5.0 ( Samsung Tab III) Contd…

1.) The request from XYZ company clients such as “Website” and “Mobile Apps” are been sent to the its XYZ application Server For instance : Anna is a visitor and is coming second time browsing same category of evening dress ( URL mapping) Anna is browsing from Mumbai ( IP address mapping) from her Samsung tab III ( User agent ) Source for Anna to land on XYZ page is through a campaign of offers on evening dresses (UTM parameters) Anna has ordered this dress in second session of Z amount ( URL mapping ) 2.) The XYZ server receives the request from clients and sends the data (or parse the data, if required before sending) to the EnlivenCEM Engine through the web service exposed by the EnlivenCEM. The parameters required by the web service are discussed with the relevant descriptions ahead . 3) Enliven CEM engine correlates these parameters with VID/MID, transaction history and varied dimensions ( applies business / Mathematical /statistical logic ) and sends response to XYZ app server and in turn XYZ client too. In turn Anna always is given personalized recommendations on her preferred brand /category etc. ( Offline / Online) along with varied effectiness reports on campaigns success , demography mapping etc.
Contd ….

Enliven CEM®
•Next Generation Analytics driven Actionability Platform
•High Transaction Processing Engine with in built Miner
•Easily Configurable UI
•Big Data Visualization Engine
•Embedded Actionability Engine to define actions and responses on Big Data
•Intuitive Analytical Omni 360 Degree View of Customers
•Complete holistic analytical contact center solution
•Inbuilt configuration language and compiler to realize complex Business Logic, Mathematical or Statistical Models
•enliven CEM is a registered trademark of Ramyam Intelligence Lab Pvt. Ltd., Issued by US Patents office
•Patented CEM processes and technology both in India and USA
•Frost & Sullivan placed enliven CEM in Analytics Quadrant as a “dark horse” with Wide and Emerging Focus in the Product Excellence Matrix Ref. : Analytics Product Excellence Matrix Report published by NASSCOM 2013
•Karnataka State Innovation Council recognition for Innovation
•Benchmarked on Oracle – Sun Platform for high transaction processing speeds and published a joint report in July 2011
•Deloitte has published a case study on how enliven CEM as a “BPM tool for managing CEM processes” in its BPM roadmap and vision 2020 publication Ref. : BPM 2020 – Roadmap for India published by Deloitte
Enliven CEM manages customer experience and engagement by allowing service providers like Telcos, Banks, Retail, online ecommerce companies to deliver Next Best Actions(NBAs)directly at customer touch points and take Internal Actions(Business Actions) with relevance and context.

Customers
Partners

Ramyam Intelligence Lab
•Ramyam Intelligence lab is founded with sole aim of creating next generation enterprise product in Analytics and Actionability space, enliven CEM
•Patented CEM process and technology in India and USA
•Ramyam is a ISO 9001:2008 accredited company
•Proven product with customers in Telecom, Online and Retail Space
•60 employees with 55 of them in Core Engineering, R&D and Delivery
•Strategic Alliances with Tier 1 System Integrators and OEMs such as Ericsson, Wipro, Sasken, Mindtree, Happiest Minds, Qabastech(KSA), Experion(UAE), Reliable(Malaysia)
•Presence in USA, UK, UAE, KSA, Malaysia and Philippines through strategic partnerships
•Founders are working together for 14+ years in 3 different organizations as day one employees growing them into multi million dollar organizations playing strategic roles with exposure to product and company level M&A
Vision Our vision is to make our customers experience the delight of their customers Mission Our mission is to help our customers delivering superior experiences to their each and every customer through our integrated and advanced customer analytics driven actionability platform for institutionalizing customer experience management as a corporate strategy.
ramyam (Sanskrit) means “transcendentally beautiful”, which coincides with our philosophy “Experience Delight”, the ‘wow factor’ or ‘bliss’ that cannot just be quantifiable

For further discussions, please contact:
Rupa Sridhar
+91 8553042424
rupa@ramyamlab.com
www.ramyamlab.com
This presentation contains proprietary and confidential information of Ramyam
The enliven CEM product content in this presentation is intended for use as a guideline and strictly for information purpose only
The information related to enliven CEM product is subjected to change at any time without notice
Any of the enliven CEM product milestones, features, release periods or versions referred here-in could change from time to time
Any 3rd party trademarks, content or references to products, belong to the respective organizations and they might have been used for reference only
@Ramyam

Enliven cem clickstream solution

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