Software AG > Case Studies > Analyzing and Optimizing Customer Loyalty with ARIS PPM

Analyzing and Optimizing Customer Loyalty with ARIS PPM

Customer Company Size

Mid-size Company

Region

Europe

Country

Switzerland

Product

ARIS Process Performance Manager (PPM)
ARIS Business Process Analysis Platform

Tech Stack

Document Management System (DMS)
Card Management System (CMS)

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements
Customer Satisfaction

Technology Category

Analytics & Modeling - Process Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Functions

Sales & Marketing
Business Operation

Use Cases

Process Control & Optimization
Real-Time Location System (RTLS)
Predictive Quality Analytics

Services

Data Science Services
System Integration

About The Customer

Accarda AG is a specialist in integrated customer management and is Switzerland’s leader in customer loyalty cards with a payment function. The company's major clients include retailers, multimedia companies, oil companies, and furniture stores who rely on Accarda’s card solutions and services. Accarda manages more than two million customer loyalty cards, with annual card revenues of 2.5 billion Swiss francs. The company employs an average of 200 people. Accarda AG ensures a favorable ratio of costs (the necessary investments in a customer loyalty card program) to benefits (expected sales growth) on behalf of its clients. The company stands for high-performance, individualized business processes and strict adherence to the client’s budget and timing requirements.

The Challenge

Accarda AG, a specialist in integrated customer management, is Switzerland’s leader in customer loyalty cards with a payment function. The company manages more than two million customer loyalty cards, with annual card revenues of 2.5 billion Swiss francs. Accarda AG ensures a favorable ratio of costs to benefits for its clients. The company stands for high-performance, individualized business processes and strict adherence to the client’s budget and timing requirements. Consistent process management, with quality assurance in accordance with ISO 9001, is the key to ensuring that Accarda’s clients derive the greatest possible benefit from the growth in sales that can be expected from implementing a loyalty card program. The company was looking for a solution to measure, analyze and optimize business process chains, create dashboards for the online visualization of process measurement results, and provide online access to the entire range of process-related and organizational knowledge.

The Solution

Accarda AG implemented ARIS Process Performance Manager (PPM) and ARIS Business Process Analysis Platform. The introduction of ARIS involved the migration of process models from the previous tool. Accarda employees now have access to all process-related and organizational knowledge through a single interface. Users can also access dashboards displaying the latest figures and information on the status of processing. ARIS PPM monitors all aspects of document processing, generates key figures for each client and provides a dashboard with a visual display of current status. ARIS PPM also provides the company with detailed information on processing times and on the ratio of approved to rejected, complete to incomplete, and fully automated to manually reviewed applications.

Operational Impact

Ability to respond immediately to a potential failure to meet client-specific time requirements for processing correspondence.
Valuable insights for internal process optimization and customer support, thanks to cross-client process analysis.
Accelerated case processing, thanks to a single point of entry for all process-related and organizational knowledge.

Quantitative Benefit

Reduced incomplete card applications, saving hundreds of thousands of Swiss francs.
Saved hundreds of hours when monitoring the processing of correspondence.