Social Media Business Intelligence

  • 361 views
Uploaded on

This presentation gives companies a glimpse of how social media analysis can be used for improving customer engagement, brand perception and creating more loyal customers.

This presentation gives companies a glimpse of how social media analysis can be used for improving customer engagement, brand perception and creating more loyal customers.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
361
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
10
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Partner in Technology, Partner in Growth Social Media: Business Intelligence Brand Perception Customer Experience Customer Acquisition Redefine Business! www.valiancesolutions.com
  • 2. Presentation Overview WHO WE EXPLORING BUILDING ARE CAPABILITIES RELATIONS www.valiancesolutions.com
  • 3. Presentation Overview WHO WE EXPLORING BUILDING ARE CAPABILITIES RELATIONS www.valiancesolutions.com
  • 4. About UsValiance Solutions is a global analytics and technology solutions company with Headquartersin Noida, India. Valiance is led by strong and visionary team of technology and analyticsprofessionals from IIT’s with rich experience of delivering solutions to fortune 500 clients.We have a strong client portfolio across India and US markets in retail and other domains. Valiance Solutions Customer approach Design holistic Design picture of integrated Customer technology programs to Help our clients grow Business CUSTOMER support CE and stay competitive by business CENTRIC delivering innovative ENVIRONMENT and quality solutions. Aligning Defining Technology company-wide, Solutions with customer centric, business cascading metrics objectives Developing, customer centric, touch management strategy www.valiancesolutions.com
  • 5. Our Team Vikas Kamra Co-Founder & CEO Ankit Goel •B.Tech from IIT Delhi with 5 years of Co-Founder & Managing Director experience in technology consulting. •B.Tech from IIT Kharagpur with 8 • Has worked with Headstrong as a years of experience in technology. consultant to investment banks • Has worked with Investment banks namely, Bank of America, Merrill and other software product Lynch, Lehmann Brothers companies to deliver top notch •Joined an SME in Media industry as products. technology lead and set up in-house delivery team. Shailendra Rakesh Kumar Co-Founder & Head Analytics Marketing & Sales Director (Americas) •B.Tech from MERI with 3 years of •MBA, IIM Ahmedabad with 12+ experience in Analytical consulting experience in Marketing, Sales and and solutions implementation. Business Development. • Has worked with Bank, Credit Card • Has worked with big IT companies Companies, NBFC, Insurance and like HCL, Cognizant, Wipro to drives Retail clients leveraging analytics to sales across new verticals. huge impact on bottom line. www.valiancesolutions.com
  • 6. Presentation Overview WHO WE EXPLORING BUILDING ARE CAPABILITIES RELATIONS www.valiancesolutions.com
  • 7. Industry and Competitive LandscapeIndustry: key customer experience Industry: leveraging information totrends drive a cohesive customer experienceCompanies are focused on harnessing new data Use of Social Media as leading indicator totypes and utilizing data to drive customer spot early trends in hot topics. Verify trendsexperience (Social media is driving most text with recent emails/surveys/metrics to verifyanalytics initiatives) problems or dismiss as noise. 43% of respondents expected to focus budget on  Quantify life time value of customer based “Customer data integration” on satisfaction. 44% expected to focus budget on “Social media  Periodically benchmark to evaluate monitoring software” experience.Future focus is on improving online customer  Tailor reports and data in standard format.experience. 77% of respondents stated “Improving online Customer Experience” as major objective for 2012 74% stated “improving cross-channel customer experience” as a major objective * The state of customer experience – Forrester report www.valiancesolutions.com
  • 8. Text based Business Analytics Offering Measure effectiveness Build Quantitative of Business Models to develop Strategy Strategy Text Classification using classification script Integrate Textual Data (Survey Data, Facebook, Twitter, More) We offer a complete solution to integrate Textual data into current system, build a Text Classification process followed by building quantitative models for developing actionable insights. www.valiancesolutions.com
  • 9. Predictive Analytics on Textual data Predictive High Analytics Diagnostics & Actionable Insights Business Impact Dashboards & & Competitive MIS Advantage Captured Data Low www.valiancesolutions.com
  • 10. Delivering Actionable Insights I would love data I would like to lookup pushed to me on a Why is data segmented my product mentions by channel? I prefer a regular basis rather across multiple recent than pull. holistic view of the listening posts. data. I need an alert when there has been a I’d like the ability change in sentiment. to query verbatim responses as is needed. We love the quarterly We have access reports! Increase to customized frequency? reports?!?!?!? 29-Nov-12 10 www.valiancesolutions.com
  • 11. A QUICK LOOK AT OUR WORK – TEXT ANALYTICS SOLUTIONS www.valiancesolutions.com
  • 12. Voice of Customer Analysis Business Objective: Create a holistic of customer experience by incorporating various listening posts and identify factors driving dissatisfaction. Better Listen & understanding Interpret Act Measure Integrate of Customer Survey, Twitter, Experience Facebook, more Opportunities for improving customer service Promoters Detractors  Utilize data to create alert system for rapidly changing customer sentiment.  Identify key drivers driving detractors and dissatisfaction. www.valiancesolutions.com
  • 13. Classification Model – Identify Serviceable Tweets Business Objective: To Identify serviceable tweets and help improve Customer service. Twitter – Leverage a Classification system to identify serviceable tweets.  @xyz I lost my card, Please help ?  @abc I dint receive my E-ticket, Please resend  Hey if I upgrade my card, will I be eligible for free ticket tomorrow.  I am delivered a torn book, can somebody replace it. Past Present • 80K incoming monthly indirect • Classification Model classify the tweets. indirect tweets, thereby increasing • Due to low serviceability rate CCP efficiency. process is inefficient. Impact: • Serviceability Prediction model reduces cost by 28.5%. • Early indicator to change in customer segment www.valiancesolutions.com
  • 14. Predicting Promoters/Detractors in Non Survey Responders Business Objective: Identify factors driving dissatisfaction and build a classification Model to predict Promoters/Detractors in Non survey data Our Algorithm running Built customer propensity based on on client’s database real- being Detractors. time Preferential treatment leading to customer satisfaction. Detractors  Design a service recovery strategy for possible detractors, and improve customer sentiments.  Real time prediction on inbound voice process, with preferential treatment. www.valiancesolutions.com
  • 15. Presentation Overview WHO WE EXPLORING BUILDING ARE CAPABILITIES RELATIONS www.valiancesolutions.com
  • 16. What you can expect out of this relationship? UNDERSTAND OPTIMIZE MANAGE MEASURE Productivity Data Mining and Data Modeling Direct Marketing Pull -based Advertising Campaign ROI Affinity management Partner Knowledge Management Business Service Levels Growth Intelligence Alliances Relationship Management www.valiancesolutions.com
  • 17. Valiance Solutions Private Limited A-146, Opposite TCS building, Sector 63, Noida, U.P - 201306 India. Office No: +91 120 4119409 Contact No: +91 8750068961www.valiancesolutions.com