Case-studies-of-customer-analytics-on-different-industries.pptx

Data Analysis

1. Application of customer analytics Group 8

2. C ase studies of customer analytics on different industries The main reason to the study data analytics case studies is the opportunity to learn from those who have embarked on the field of data driven decision making, weather successes or failure.

3. Abstract Phoenix Petroleum is a publicly-listed company from Davao, Philippines that primarily provides top-performing fuel products. As a relatively new but aggressive player in the industry, the company wanted to focus on delivering the best customer experiences to quickly grow its market share and establish a reputation for excellent customer service

4. Challenges Phoenix Petroleum’s operations team was facing inefficiencies that prevented them from providing the highest levels of service both to their internal and external customers. They wanted to address the following key issues: Delays in order processing.  These were often due to errors or incomplete details on Purchase Orders leading to a back-and-forth exchange of information between customers and operations specialists. The transaction processing delays led to frequent follow-up calls from customers regarding the status of their orders. Inability to keep track of customer interactions.  With thousands of customers supported by a team of less than 50 customer operations specialists at the time, it was impossible to keep track of what communications had been made, or the status of each case. The company needed a system to help them document all interactions with customers, whether by phone or email, and provide better visibility on case status to all stakeholders. They also needed a way to make sure that operations specialists were tagging case types according to their proper categories for easier monitoring and analysis.

5. Solution As their chosen partner, NTT DATA Philippines (NDPH) was tasked to rationalize and optimize sales, delivery and billing processes and implement a new CRM that would address Phoenix Petroleum’s challenges. The services included: Process Consulting Through a series of reviews, interviews, and collaborative discussions, NDPH helped Phoenix Petroleum to identify essential versus unnecessary steps in their processes, clearly define each stage and determine specific, required outcomes. Microsoft Dynamics CRM Implementation Microsoft Dynamics CRM was selected as a solution because it was easy to customize to align with the steps and requirements in the updated processes. It is also user-friendly and provided all stakeholders with visibility on particular customers and cases, as well as insights for operations leads and business executives. NDPH provided a team of process consultants and CRM experts who not only implemented the project within the ambitious 1-month timeline but also provided appropriate training and support to enable the operations specialists and other users.

6. Outcomes Streamlining processes and implementing a new CRM made it easier for operations specialists to comply with operational standards, reducing errors and incomplete logging of case details. It also provided better visibility on customer interactions and case status and even allowed them to escalate cases to sales, if necessary.

7. Abstract Collectius , the leading restructuring partner for financial institutions in Asia, was seeking to enhance its customer experience by having a CRM system that is stable and compliant with international standards to support their business growth. It needed to automate customer communication, and easily integrate the system with third party APIs and analyze customer data to better serve them. Upgrading their legacy CRM improved their mediators’ access to their customers’ most accurate information, further improving the quality of their call handling skills to deliver a more personalized customer experience.

8. Challenges The previous system that Collectius was using did not entirely meet the needs of the company. It needed the functionalities to automate communication, integrate easily with third party API’s and analyze customer data to serve customers in the best way. With a growing demand and portfolios acquired, Collectius decided to invest in a new platform to be able to provide the best customer experience in the market.

9. Solution With NTT DATA, Collectius implemented Dynamics 365 Customer Service to leverage the benefits of Microsoft’s security and compliance measures. The company was able to fully customize its cloud debt management platform delivering seamless, personalized customer experiences through data analytics, automation, and API connectivity to third party payment solutions. NTT DATA was a key partner in helping Collectius achieve their digital transformation to support a customer-centric approach to their operations. After a successful pilot implementation in the Philippines, they also worked with NTT DATA to implement the solution in Thailand, Malaysia and Indonesia within 6 months. With a data-driven collection platform powered by machine learning, digital first communication, and integration of customer software solution, Collectius was able to realize the following results:

10. CRM automation with streamlined digital payment process with virtually zero downtime 30% increase in mediators’ productivity using self-service support and rich knowledge base portals Enhanced customer experience with faster response time to queries by integration of all communication within the DMS Rapid utilization of daily customer data with insights and analytics to support the strategic plan and overall business decision-making Real-time traceability of customer payments with dashboards for better collections metrics and forecasts Furthermore, the secure cloud-based collection platform supported business continuity during the pandemic allowing continuous operations despite mediators working from home during lockdown. Value Realization The most successful outcome from the partnership was the improved customer experience as well as time and cost savings for the company. The Microsoft Dynamics 365 Customer Service solution was able to deliver a customer-centric experience coupled with NTT DATA’s customized service that meets Collectius ’ needs to continuously build functionality and upgrades in its platform.

11. Customer Analytics Customer analytics, also called customer data analytics, is the systematic examination of a company's customer information and behavior to identify, attract and retain the most profitable customers.

12. Why customer analytics matters Customers in the digital era have information at their fingertips about where to find goods and services, what to buy and how much to expect to pay. They can find the perfect products for their needs, and therefore, organizations must do everything they can to serve the right products and marketing campaigns to their audience.

13. 1. Segmentation Analytics Your target market is most likely made up of several customers that have different choices in different things. Therefore, using the same marketing strategy for all of them doesn’t make sense. Segmentation analytics lets you learn about and group your target audience based on their characteristics. Thus, you can tailor specific messages, campaigns, and content that cater to different customer segments.   2. Customer Acquisition Analytics With customer acquisition analytics, you can find out the cost per lead you incur and also try to reduce it. You can also compare leads generated from different campaigns to pick the strongest and high-potential ones.   3. Customer Engagement Analytics With this customer analytics type, you can track user engagement - what ads prospective customers click on, whether they read an email newsletter, respond to surveys, their social media activities, and more.

14. 4. Customer Satisfaction Analytics Measure satisfaction with customer satisfaction analytics. Track their footprints on review sites, social media, in-app feedback, surveys, and more to know their level of satisfaction . 5. Customer Churn Analytics With customer churn analytics, you can measure the average customer-brand relationship period, that is, for how long the customer has been sticking to the company. 6. Customer Lifetime Value Analytics If you watch your customers closely, you’ll find two types of customers. First, the ones buying your product once just to test it. They never come back. Second, those who make repeat purchases. Customer lifetime analytics enables you to understand how much an average customer spends (value) in their lifetime or tenure. In other words, it helps you identify the customers who are good for your company’s financial success.

15. Bibliography - Julie Cale Customer Operations Lead, I. R. (2021, March 31). NTTDATA . Retrieved from https://www.nttdata.com/ph/en/case-studies/2021/march/phoenix-petroleum-fueling-big-steps-towards-operational-excellence Gustav A. Eriksson, G. C. (2021, May 13). NTTDATA . Retrieved from https://www.nttdata.com/ph/en/case-studies Kiwak , T. M. (2024). customer analytics (customer data analytics) . Retrieved from https://www.techtarget.com/searchbusinessanalytics/definition/customer-analytics McKay, H. (2023, May 9). What are Customer Analytics and their Types . Retrieved from story line: https://www.storylane.io/blog/customer-analytics#how-customer-analytics-works