C5i
概述
公司介绍
C5i is a pure-play AI & Analytics provider that combines the power of human perspective with AI technology to deliver trustworthy intelligence. The company drives value through a comprehensive solution set, integrating multifunctional teams that have technical and business domain expertise with a robust suite of products, solutions, and accelerators tailored for various horizontal and industry-specific use cases.
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实例探究.
Case Study
Overview of STEAM
STEAM is a digital distribution and gaming platform developed by Valve Corporation, a multiplayer gaming and social networking services company. Steam give access to more than 10,000 game titles and connects its 125 million active users to each other. Through Steam, fans can buy, play, share, modify, and build communities around Valve products as well as titles from other independent game studios. This is in direct competition with the client’s app store that also sells popular PC games. Understanding the competition in detail, their strengths and weaknesses and user profiles will help the client develop strategies to tackle competition.
Case Study
Digital analytics platform implementation consulting for a leading BFSI brand
The client, a leading insurance provider in India, had recently acquired Adobe Marketing Cloud solution. They sought the expertise of Blueocean MarketIntelligence to assist with the implementation of Adobe Marketing Cloud, specifically Adobe Analytics and Adobe Target, for their four web properties. These properties included their e-commerce site, corporate site, mobile website, and CSG application. The client needed a robust platform implementation that would provide advanced analytics support and create incremental revenue opportunities.
Case Study
Payment industry analysis to understand the market landscape
The client, a leading eCommerce company, wanted to understand the payment preferences in India, China, Russia, and Europe. The eCommerce and payments industry has seen significant changes over the years with the introduction of many new and innovative hassle-free payment methods. Electronic payments and digital transactions have become much more common. However, each country has specific payment preferences. The client wanted to analyze the payment industry for each country, understand the competitive landscape and emerging needs of the consumers, and evaluate current tools and technologies.
Case Study
Identifying data patterns and mining insights about user behaviour to ensure maximum customer satisfaction
Blueocean Market Intelligence’s client, a leading technology multinational, had huge volumes of user experience data and wanted to mine insights to enhance the user experience. The goal was to improve customer satisfaction by ensuring ease of navigation and user preferability. This included identifying patterns in data and making data cuts to suggest linkages in constituents which otherwise seemed to be absolutely disjoint. The client also wanted to give pointers to the software quality management team for ensuring better quality. The client was faced with key questions such as: Are users enjoying the experience as they navigate through the product? Is the GUI comfortable for the user? What causes bugs? How can the User Interface (UI) be improved?
Case Study
Customer Segmentation for a Leading Money Exchange Company
The company wanted to segment its customers according to their transaction patterns and other behavioral traits in order to identify the profitable customers and target relevant ones for the loyalty program. They also wanted to identify the customers performing adversely as compared to the cluster average and timely target them for reactivation. The goal was to perform targeted campaigns based on the behavioral pattern of the customers for revenue maximization.
Case Study
Set up a digital analytics hub for a leading BFSI company
The client, a leading insurance and BFSI company in Asia, was struggling to evolve from their previous platform and migrate successfully to the Adobe Marketing Cloud platform. They wanted to set up marketing channels, traffic performance, and overall site health scorecards for immediate stakeholder delivery. The client also wanted to understand the reasons for deviations between web leads to CRM fulfilled leads, which were caused due to faulty tag implementation and accounting issues.
Case Study
Competitive intelligence deliverables result in significant cost and time savings
In the hyper-competitive telecom world, the client needed to find a cost-effective and efficient way to keep their divergent teams abreast of news, rumors and published research findings related to competitor product offerings, rate changes, and network developments. In addition, they needed assistance with more strategic, market opportunity assessments to fuel their new product development process. Internally, their small team struggled to find, review and distribute information consistently, even though late breaking market developments often had an immediate impact on their strategic initiatives.
Case Study
Helped a global technology vendor integrate data from multiple communication channels for more effective campaigns
The client, a leading technology company, was facing several challenges. They wanted a unified view of their customers across different business lines – B2C, B2B, EPP and B2V. Insufficient customer details and incorrect data was leading to inaccurate customer targeting causing low customer conversions. Lack of integration among different databases and inability to link data among them hampered plans to create a centralized database and “single view of the customer”. They were also unable to measure the efficacy of their marketing plans.
Case Study
Assessment of competition landscape for predictive maintenance
The client, a leading devices and services company in the IT industry, recognized the potential of predictive maintenance in transforming their strategic and operational environment. However, due to the industry’s infancy, the client faced challenges in understanding the competitive dynamics and the impact of predictive maintenance on their business. They wished to gain insights into the market landscape of predictive maintenance offerings, including details such as key vendors, company background, details of offerings, launch timelines, use case stories, industry focus, and list of customers.
Case Study
Assisted a B2B retailer to create product bundles and develop pricing strategies so as to increase the revenue through upsell /cross-sell
The B2B retailer company was looking to increase sales from existing customers by creating customized offers such as discounts and bundled offers. This strategy was aimed at giving them a competitive edge in the market. Additionally, the company wanted to reduce inventory levels of slow-moving SKUs to reduce costs and wastage. The challenge was to analyze past purchase history, identify product associations, and determine appropriate discounts for SKUs for each customer.
Case Study
Helped a technology company streamline digital data management for over 1000 marketing campaigns
The client, a leading global technology company, had over 1000 campaigns running each week on their website. They wanted to ensure automated campaign tracking and classification solutions. Regional stakeholders were working with individual agencies to set up campaigns and track them manually. This led to gaps with the tracking mechanism, and final reports did not portray the complete picture since the attribution quality was poor. The client wanted a consistent and clearly defined process to track campaign performance, ensuring 100% compliance with business logic prior to going live.
Case Study
Improved direct response program participation and reduced marketing costs with predictive modeling
The client, a large US public utility, was facing a challenge in understanding the key drivers that influence the propensity to enroll in their program. They wanted to identify which residential customers are the best prospects for the program and optimize campaign costs by targeting the best subset of prospective customers. The traditional response rate of program participation was 4%, and the client wanted to increase this rate while decreasing mailing costs.
Case Study
Leveraging an insurance customer retrieval solution to reactivate lapsed accounts
The client, a leading insurance company, was facing a challenge of accessing lapsed insurance policies with a potential of repayment within a specific time bracket. The company was witnessing revenue loss and wanted to reactivate these lapsed policies. However, they wanted to ensure that the strategy resulted in minimum wastage of money and effort.
Case Study
Integration of NPD/GFK/Context/IDC data for promotional and price banding for a leading PC manufacturer
The client, a leading PC manufacturer, had been investing in promotions across product lines based on internal factors like product lifecycles and costs. However, they wanted to identify indicative segments that could be used by marketing for cross-sell and up-sell opportunities. The challenge was to source sales data from aggregators like NPD/GFK/Context and utilize price bands customized by regions and countries to create segments based on customer budgets. The client also wanted to revamp the promotion data processing to include a price band structure.
Case Study
Improving Loan Origination Process with Risk Analytics
The client, a US-based auto finance company, was approving all loan applications at the origination stage. They desired to build a new risk-based loan application analytics solution to better understand their existing customers and manage risks, profitability, and growth more effectively. The challenge was to profile, model, extract, and automate data into one repository for the loan origination process. This included statistical evaluation of the borrowers’ characteristics, risk-based pricing model based on the riskiness of the customer, and real-time decision-making application for monitoring performance, decision support, and automated scoring of customers.
Case Study
Market opportunity assessment for ContentCentric Networking (CCN)
Blueocean Market Intelligence was tasked with providing a comprehensive market opportunity assessment for a prospective CCN technology developed by the client company. The challenge was that CCN is a new technology, not yet commercially deployed, so a similar and more current technology had to be considered to study the prospective market. The market size was calculated referencing a similar technology (CDN).
Case Study
Developed model to identify utility customers at risk of seasonal defection from Time-of-Use (TOU) price plan
The client, a large US public utility, was facing a challenge in identifying which customers on a Time-of-Use (TOU) price plan would switch to an alternate price plan. They needed to understand the factors that predict this switching behavior and create propensity scores for each of the current TOU price plan customers to identify their individual likelihood of switching to a different price plan. The goal was to correctly predict a likely switcher approximately 70% of the time.
Case Study
Leading global software vendor used customer insights from integrated social media analytics for product enhancement
Microsoft needed a solution to more effectively analyze the thousands of conversations taking place online about a wide array of the company’s products. These conversations take place globally 24/7 and in huge volume in Microsoft forums, other forums and across social media platforms (Twitter, Facebook, blogs) and in more traditional news sources. While the company was already monitoring some of these sources, there was no one integrating the conversations and providing insights into their relevance to improving product quality and the customer experience.
Case Study
Verbatim analysis of toothpaste and mouthwash concept testing results
The client, a leading consumer products company, had developed around 50 concept ideas for toothpaste and mouthwash categories combined. They received around 5,000 responses from consumers from a short survey which contained details of what they liked and did not like about each of these ideas. These open-ended verbatims had to be analyzed to arrive at the broad themes and analyzed across demographics. The key challenge was to analyze these 5,000 verbatim responses and create the report only three to four.
Case Study
Understanding bi-cultural Hispanics segment to drive growth across key categories
The client, a leading consumer products company, wanted to develop an in-depth understanding of the bi-cultural Hispanic segment in the US, which was expected to grow from 13% of total US households in 2014 to 35% by 2030. The aim was to define strategies and tactics to drive current and future growth in key categories such as oral care, home care, and personal care. The existing research included a mix of commissioned research and external partner-led research studies.
Case Study
Evaluating total cost of ownership (TCO) for a new eCommerce website
In the hyper-competitive eCommerce industry with dynamic business models, Blueocean Market Intelligence’s client needed to understand the costs associated with setting up a new eCommerce website for retail and digital goods. The client wanted to also gain a competitive perspective so that an appropriate solution could be devised based on the scale of the merchant’s business requirements (small, medium or large). The challenge was to identify different types/layers of vendors that a merchant or seller needs to tie up with in order to launch and operate an eCommerce webstore, and to understand the cost structure of identified vendors.
Case Study
Large telco achieved greater revenues by integrating and analyzing 500+ data points of 200+ million customers
Asia’s largest Telco, with over 200 million mobile customers and an online revenue of USD 1 billion, was struggling to leverage its vast customer base. The company was using disparate offline data sources to figure bill payments, recharge history, and minutes usage, with no uniquely identified online customers. The key objectives were to identify online users as soon as they land on site and assign a unique ID to them, map the unique online customer ID to offline data using Adobe Audience Manager, create and render custom offers to customers based on various variables, and create opportunities for pushing mobile APP for smartphone users.
Case Study
Using statistical models to understand a decline in remittance transactions
The client, a leading money exchange company, experienced a decline in remittance transactions from Country X to Country Y. They identified several factors responsible for the decrease in transaction volume and sought the expertise of Blueocean Market Intelligence to investigate and develop a plan to address these challenges. The client needed to understand the transactional and customer trends by key variables such as age, emirate, and send agent. They also wanted to measure the impact of exchange rate, margin percentage, and competitor pricing on transactional volume.
Case Study
Large American insurance company enhanced online sales and ROI attribution using digital analytics
The client, a US-based property and casualty insurance company, was facing several challenges. They lacked a measurement system to understand the effectiveness of their digital initiatives. This inability to measure marketing ROI was impacting their sales and leading to a fragmented customer experience. The company needed a solution that could integrate data from different platforms, provide real-time analytics, and drive effective data storage practices.
Case Study
Dynamic dashboards capture consumer pulse and brand performance
The client, a multinational CPG company, conducts brand tracking around the world and across all of their product categories. These include health, hygiene and home products among others. They wanted to adopt a harmonized brand tracking dashboard for different categories of product. In order to stay ahead in the game, the client wanted a competitive and comparative study for product and brand level performance. The client’s demand was challenging since the company has 120+ product portfolios of its global and regional brands. The primary goal of CPG companies is to maintain long-term relationships with retailers and ensure products are being promoted and sold across all locations. To enable this, the client wanted to understand the different purchase drivers, which are responsible for the sales. This included capturing awareness, familiarity and purchase drivers and barriers.
Case Study
Market profile to set strategic direction and develop market-level tactical plans
The client, a leader in the international movie industry, had recently expanded its chain of movie theaters in the United States. The US corporate marketing team needed comprehensive profiles of 11 key markets to set strategic directions and develop market-level tactical plans. Local operators also needed fact-based profiles of their current and potential customers, as well as the breadth of competitive entertainment opportunities their customers could choose from. Due to tight budgets, all information was drawn from publicly available sources.
Case Study
Global hi-tech and cloud solutions provider doubled ROI from digital campaigns with automated omnichannel reporting system
The client, a global hi-tech and cloud solution company, had recently migrated from Adobe Marketing Cloud to Google Analytics and required assistance during the migration effort. They were running more than 50+ campaigns a week and wanted to understand the efficacy of their omni-channel campaign efforts. They aimed to create and run comparative dashboards for key site sections and pages, pilot, iterate and operationalize dashboards with insights to answer business questions related to digital pathing analysis, campaign efficacy measurement, and marrying campaign and digital path data to create customer personas/segments.
Case Study
Developed a reporting automation & analytics ecosystem for the largest pharmaceutical company in Japan and Asia
The client, a top 15 pharmaceutical firm globally, was facing challenges with their existing reporting system. The processes were cumbersome, manual, and time-consuming. Despite having a plethora of data sources, there was no defined analytics architecture. The client wanted to capture all the geo and product level data at a central location for easy competitive and comparative study.
Case Study
US-based technology vendor improved ROI from advertising spends through systematic data capture and analytics
The client, a US-based technology company, wanted to track and measure the performance of its online campaigns. They were interested in understanding the efficacy of their online research base campaigns and video games performance. The data they wanted to analyze included creating awareness of their gaming product in the US and UK, finding out how many users use their gaming product app, analyzing how many users purchase the product, and identifying how many users have heard about various video games. The challenge was to extract and analyze this data in a meaningful way to inform future business decisions.
Case Study
Assessment of consumer pain points in the mobile purchase journey
Mobiles/smartphones are a commodity today with multiple brands – both global and local – selling around 25,000 new models in the market at all perceivable price-points. While original equipment manufacturer (OEM), such as Apple sell devices in the millions with minimal effort, it is a herculean task for other OEMs to get a buyer to select their device – unless differentiation is shown to the buyer that is peerless and value that is unparalleled. In order to develop a unique customer experience that included the device and accompanying service, the client wanted to understand the various pain points experienced in their mobile journey.
Case Study
Social Media-Based Sentiment Mapping to Support Product Launch
The client, a leading pharmaceutical company, was looking to formulate a promotional strategy for two new anti-diabetics. The strategy was to be based on sentiment mapping and unmet needs analysis using social media. The scope of the project included various online social media channels such as blogs, microblogs, forums, meta-sites, and video- and image-sharing sites, with a geographical focus on the US.
Case Study
Advanced recursive chain forecasting model evaluates sales impact and helps form new strategy and future roadmap
The client, a major technology company, was implementing changes around the different sales outlets to overcome competition and embrace the changing landscape. They replaced a few pre-existing brands with a single easy-to-carry, less space-occupying product across the major U.S. electronic/technology retailers for all the states. This step was taken as the company was facing issues like increasing instances of malicious downloads and difficulty in storage and use. The client wanted to conduct a deep dive study to understand the effect on sales due to these changes. They also wanted to breakdown the effect by different regions and products to develop a deep level understanding of various factors. This analysis will help the company evaluate the new strategy and hence formulate the future roadmap.
Case Study
Global CPG giant achieved mass personalized customer engagement for enhanced brand loyalty and product innovation
The client, a leading CPG company, had limited access to customer behavior, preferences, and need states based on primary MR data. They wanted detailed insights into key attributes such as need states and consumer preferences, opportunities for product innovation, enriching the existing consumer database using social data and mapping it to DB, and using the platform for direct marketing and 1:1 customer mapping. The challenge was to define the exact requirements which the solution should fulfill, identify different demand spaces for client products and attributes, and configure the platform based on client needs.
Case Study
Global PC vendor simplified 80,000+ page digital presence management through automated tag management solution
The client, a leading US PC manufacturer, had over 80,000 web pages spread across 15 domains and multiple languages. This vast digital presence led to data integrity challenges in the implementation of Adobe SiteCatalyst. There was a lack of coordination between the site and analytics teams, resulting in inconsistency and errors in tagging. Business partners frequently found questionable data, often without any explanation, leading to a distrust of the numbers shown by the analytics team.
Case Study
Internet and communications company: Indepth analysis
Blueocean Market Intelligence was tasked with providing a comprehensive analysis of a Chinese internet and communications company. The client, a leading multinational technology and consulting corporation, was considering a potential partnership or acquisition with the Chinese company. The challenge was to gather and analyze relevant information about the Chinese company, including its profile, customers, competition, product strategy, go-to-market strategy, focus on emerging technologies, and investment and merger and acquisition activities. The data availability for China was limited, adding to the complexity of the task.
Case Study
Multivariate profiling to understand utility customers by level of engagement
The client, a large US public utility, was looking to develop an engagement scoring system for profiling highly engaged residential customers as input to product/service marketing efforts. The challenge was to measure engagement based on the number and importance of interactions by the customer with the utility on four different dimensions. The goal was to establish a distinct segment of most engaged customers for targeted marketing of new product offers and ways to increase interaction with and convert less engaged customers.
Case Study
Competitive Pricing Comparator – A strategic pricing intelligence tool
The client, a leading US-based prepaid telecom operator, was facing a challenge in the rapidly evolving telecommunications industry. Customers were demanding more control over their service subscriptions and the amount they pay, moving away from traditional 'one-size-fits-all' pricing plans. They were looking for customized plans that met their individual needs and price points. This trend forced prepaid cellular operators and Mobile Virtual Network Operators (MVNOs) to offer 'create-your-own' plans. As the customer base became more demanding, mobile operators needed to regularly innovate with their pricing plans to attract new customers and encourage loyalty among existing ones. The client wanted to offer an attractive pricing plan that would keep them ahead of the competition and avoid getting caught in the pricing conundrum.
Case Study
Large Technology vendor achieved mass personalized customer engagement with social media analytics
The client, a large technology company, wanted to better target profitable segments for acquisition and enhance engagement with their profitable customers to drive digital utilization. They also wanted to propagate engagement to drive customer brand advocacy. The company asked Blueocean Market Intelligence to create more personalized engagement initiatives based on digital profiles. They specifically wanted to avoid one-size-fits-all approach in the marketing campaigns and consider customer preference in defining engagement models.
Case Study
Multivariate profiling to understand utility customers by level of engagement
The client, a large US public utility, was looking to develop an engagement scoring system to profile highly engaged residential customers. This was intended to serve as input for their product/service marketing efforts. The challenge was to measure engagement based on the number and importance of interactions by the customer with the utility on four different dimensions. The goal was to establish a distinct segment of most engaged customers for targeted marketing of new product offers and ways to increase interaction with and convert less engaged customers.
Case Study
Competitive Pricing Comparator – A strategic pricing intelligence tool
The client, a leading US-based prepaid telecom operator, was facing challenges in the fast-changing dynamics of the telecom industry. The trend of customers wanting greater control over their service subscriptions and the amount they pay was making the traditional “one-size-fits-all” pricing plans obsolete. Customers were looking for customized plans that met their individual needs and price points, including personalized offers. This trend was compelling prepaid cellular operators and Mobile Virtual Network Operators (MVNOs) to offer “create-your-own” plans. As the customer base of prepaid plans continued to grow and become more demanding, mobile operators needed to regularly innovate with their pricing plan(s) to attract new customers and encourage loyalty among existing customers. The client wanted to offer an attractive pricing plan that would keep them ahead of the competition and avoid getting caught in the pricing conundrum.
Case Study
Improved direct response program participation and reduced marketing costs with predictive modeling
The client, a large US public utility, was looking to understand the key drivers that influence the propensity to enroll in their program. They wanted to identify which residential customers are the best prospects for the program and optimize campaign costs by targeting the best subset of prospective customers. The challenge was to develop a robust and scientific framework to decrease mailing costs, and increase the campaign response rate by targeting only the best prospective customers for select rate plans.
Case Study
Large Technology vendor achieved mass personalized customer engagement with social media analytics
The client, a large technology company, wanted to better target profitable segments for acquisition and enhance engagement with their profitable customers to drive digital utilization. They aimed to propagate engagement to drive customer brand advocacy. The company sought to create more personalized engagement initiatives based on digital profiles, avoiding a one-size-fits-all approach in their marketing campaigns and considering customer preference in defining engagement models.
Case Study
Assessment of competition landscape for predictive maintenance
The client, a leading devices and services company in the IT industry, recognized the potential of predictive maintenance in transforming their strategic and operational environment. However, due to the industry’s infancy, the client faced challenges in understanding the competitive dynamics and the impact of predictive maintenance on their business. They wished to analyze the market landscape of predictive maintenance offerings and gain insights into key vendors, company backgrounds, details of offerings, launch timelines, use case stories, industry focus, and list of customers.
Case Study
Using personalized campaigns to increase revenue and profitability
The retail client, based in Dubai, was already running in-store mass promotions every year to drive sales and enhance customer relationships. Each sale period ran for about four weeks and customers received a discount ranging from 25% -75% with every item they bought during the sale period. However, the client wanted to increase revenues and footfall and thus, asked Blueocean Market Intelligence to devise personalized targeted campaigns (BTL-Below the Line).
Case Study
Leading PC manufacturer enhanced forecast accuracy and campaign attribution accuracy with analytical measurement system
The client, a leading US PC manufacturer, was struggling to attribute campaign measurement success KPIs across the board and wanted immediate help with proper reporting, attribution and analysis of ROI arriving from their B2B marketing initiatives. The existing CRM database used by the relationship marketers and B2B team had a good deal of non-standardized / unstructured data formats that needed to be cleaned. After completing the first two objectives, they also requested that the cleansed data be used as input to launch targeted digital campaigns.
Case Study
An ecosystem study of device management vendors in the machine to machine (M2M) market
The client, a leading devices and services company, wished to carry out a market scoping and ecosystem study to validate its perceptions on the opportunities in the machine to machine market before making investments. The client hypothesized that as the M2M industry extends its focus beyond niche verticals, efficient device management, onboarding and IoT functions will become essential. These functions will make more M2M services viable and will encourage more consumers, enterprises and governments to trust and embrace M2M. M2M device management standards will safeguard and secure M2M devices. These standards will also unlock new service opportunities by making it easier to harmonize, simplify and scale M2M operations to support billions of connected devices. This has created considerable business opportunities for various devices and IT solution providers, including the client.
Case Study
Digital wallets market roundup
Blueocean Market Intelligence was tasked with providing a comprehensive market roundup of the top digital wallets available globally and assessing various business models to understand how the market is evolving to include different and innovative payment solutions. The client wanted to understand the current prevalent industry business models and gain strategic competitive insights. The research was to be executed using an all-inclusive secondary/desk research, pulling information from syndicated sources, publicly available information, and other existing research owned and shared by the client.
Case Study
Fortune 500 technology company improved funnel conversation through enhanced decision making with integrated dashboards
The client, a leading Fortune 500 global technology company, was facing a challenge in deploying real-time, interactive, and user-friendly dashboards for cross-functional stakeholders. They needed custom and personalized reporting solutions that incorporated multi-layer drill downs showcasing revenue, traffic metrics, orders, funnel conversion rates, etc. Part of the solution required integration with various online and third-party data sources for a 360-degree view of the client's business.
Case Study
Large pharmaceutical company improved city specific sales through weather based geo-targeting
The client, a leading pharmaceutical company, was seeking to drive better city/state-specific campaigns to increase the adoption and sales of their sunscreens. They wanted to develop weather-based campaigns to drive effective selling of the seasonal product and enhance the ROI on campaigns. The challenge was to understand the business drivers, activities, and define the type of business scenarios and products that could be ingested in the campaign.
Case Study
360 brand tracking assessment for a global PC vendor
The client, a leading PC manufacturer, was looking to track unaided consideration and other brand health metrics for themselves and their competition. They wanted to assess the reasons for consideration and non-consideration. The challenge was to conduct a brand tracker study based on a 360 approach in over 40 countries. The core methodology was to be based on quantitative primary research, augmented with Market Intelligence/ Competitive Intelligence and social intelligence.
Case Study
Leveraging a balanced scorecard for performance analysis to identify drivers of financial performance and deliver on brand promise
The retail client was in need of a balanced scorecard model that would enable its senior leaders to understand the drivers of store-level financial performance and empower the delivery of the company’s brand promise. The client’s hypothesis was that the delivery of its brand promise would directly impact customer loyalty - supporting client retention, repeat purchasing and cross sales. They also believed that effective delivery of the promise was driven by employee satisfaction and productivity. To prove their hypotheses and achieve their objective, the client needed to merge a multitude of different research studies – past and present - into one single database, and then analyze that data at both the customer and store level.
Case Study
Impact of trust and experience on customer satisfaction and ongoing progress measurement
The client, a large US public utility, was faced with the challenge of developing a sequential, bottom-up impact model to establish the relative impact of nearly 50 separate customer touchpoints associated with specific functional dimensions related to overall Trust and Service Experience, on overall Customer Satisfaction. The client also needed to identify improvement areas for each quarter and establish an algorithm to develop customer satisfaction goals for performance measurement.
Case Study
Telecom provider with over 200 million customers aligned online and offline interactions for personalized engagement
India’s largest telecommunications company, with over 200 million mobile customers and an online revenue of USD one billion, was struggling to leverage its vast customer base effectively. The company was using disparate offline data sources to track bill payments, recharge history, and minutes usage, but it was unable to identify customers uniquely. The company's key objectives were to identify online users as soon as they landed on the site, assign a unique ID to them, map the unique online customer ID to offline data using Adobe Audience Manager, create and render personalized offers to customers based on various variables, and create opportunities for pushing mobile APP to smartphone users.
Case Study
Leading technology vendor improved customer satisfaction through better alignment of sales and delivery channels with customer preferences
The client, a leading US PC manufacturer, was seeking to obtain performance business intelligence. They wanted to capture the revenue performance for the product categories for various consumer segments, measure KPIs such as the likelihood of customers to repurchase, and capture the satisfaction level for security, quality and profitability for different products and services. The challenge was to clean and model data across 13 areas, 30 sub regions and over 100 accounts, and implement complex dynamic dashboards providing different levels of access to key stakeholders based on the functional need and geography.
Case Study
Helped a B2B Retailer analyze potential customers at street level to increase sales conversion ratio
The trading and distribution company wanted to increase its market share by adding new customers to its portfolio. The client did not have a comprehensive list of the customers which they were not servicing. The company aimed to increase their customer base by identifying potential customers on a street level basis and obtain a mix of existing and potential customers to identify and target the segments which would be most profitable.
Case Study
Large PC vendor optimized marketing mix to maximize ROI from marketing channels using insights gained from digital analytics
The client, a leading US PC manufacturer, was struggling to understand the ROI generated from their digital marketing efforts and assign the right dollar value to each channel. They were finding it difficult to implement a data-driven marketing optimization strategy. There was no standard process in place which could distinguish different customer segments based on variation of traits and characteristics. The client wanted to implement robust, data-driven marketing and sales workflows to enable better ROI with maximized sales revenue.
Case Study
Identified optimal social media strategy to keep customers engaged in latest developments surrounding energy management
The client, a large US public utility company, wanted to build a base of knowledge regarding the social media practices of small and medium businesses in the utilities sector. They wanted to understand to what extent these businesses would find value in receiving energy-related information from the utility company via social media platforms. The challenge was to identify target businesses who had the highest usage of general social media channels for business purposes as well the size and type of business that had the highest energy management needs and where to best reach them in social media conversations.
Case Study
Large PC manufacturer achieved significant revenue growth by integrating omni-channel data for better insights
The client, a leading technology company, had a vision to integrate multi-channel, multi-source, and different types of data (structured and unstructured) into a single platform. This platform would provide a single source of truth for all business KPIs and metrics for stakeholders. Until this initiative was planned and launched, different geographic regions (GEOs) teams were using their own reporting and insights techniques and methodologies to keep track of changing business patterns. To drive more accountability and consistent reporting practices, the client specifically required data from different sources to reside in a single platform where reporting, BI, and insights would reside.
Case Study
Gained customer experience insights from conversations using advanced text analytics and machine learning techniques
The client, a leading technology company, was capturing consumer conversations from multiple channels such as tech forums, call center agent transcripts, email, and chat. They were categorizing the customer experience (text data) manually on a minimized sample basis which did not provide a holistic view of customer experience insights. The client wanted to automate the text classification on the entire so they could gather more detailed insights about the customer experience.
Case Study
Conducting tracking study to measure the impact of customer trust and experience on satisfaction
The client, a large utility company, had been partnering with Blueocean Market Intelligence on a brand and customer satisfaction tracking study. However, a recent event in their service department made them question how much trust their customers actually had for the company. They requested Blueocean Market Intelligence to develop a robust metric that would allow them to assess their trustworthiness and determine which underlying factors drive the metric. Further, the study would need to determine the role of trust, customer experience and rate the overall satisfaction of communication with the utility.
Case Study
Deep-dive analysis of the transportation and logistics industry
The transportation and logistics industry has undergone significant changes in recent times. Due to its cross-functional role, it is a critical link between industries and is often a mirror that reflects imminent changes. Globalization has led to a geographical and service expansion by many logistics providers, with supply chains becoming more complex and comprehensive. Many technology companies are targeting this market, especially the fleet management space, which is growing at the rate of more than 20% year-over-year. The fleet management services market encompasses independent software vendors, system integrators, software as a service (SaaS) and application enablement platform providers in its value chain. Various vendors are capitalizing on the increasing need for operational efficiency, which is expected to be the primary driver for this market.
Case Study
Product Assortment and Upsell Optimization for a Leading Global Footwear Firm
The client, a leading global footwear firm, was facing challenges in optimizing product offerings and upsells on their ecommerce site. The situation was further complicated by marketplaces that were out-pricing the brand store. The client wanted to leverage both competitive and internal data to address these issues. The client also wanted to identify promotion opportunities for not-so-popular products and recommend ideal upsells that would help promote high-margin, low-cost accessories.
Case Study
Hiring analysis of a cloud provider to understand key activities and expansion plans
The cloud market is growing at a very fast pace with an increasing number of companies shifting away from legacy IT services to cloud-based services. This is a result of the growing trend among organizations of pursuing a digital business strategy. In order to meet the increasing demand of such cloud services, several new cloud providers have been introduced. The monitoring and analyzing of cloud provider expansion strategies has become vital in order to keep pace with the rapidly growing cloud market. It is also essential to understand the strategy of the cloud providers in venturing into new geographies, expanding their service availability into new regions, initiating new job functions for new services, etc. With the rapidly growing cloud market and the number of cloud providers, it is very crucial for companies to keep track of such activities in order to maintain their position in the market.
Case Study
Save Operating Costs by Using Insights to Drive Self-Service Initiatives
The client, a US Telecom and Media Giant, was facing a challenge where many customers preferred to get their Modem Reset done by a customer service agent (call center) rather than through self-service channels (Web, IVR). This preference was leading to increased operating costs for the company. The client engaged Blueocean Market Intelligence’s Digital Customer Experience Solution to understand the reasons behind this preference and use this analysis to optimize self-service channels.
Case Study
Identify the right mix of marketing vehicles and channels to maximize the impact of sales
The client, a leading computer technology company, was looking to adopt an innovative marketing solution to sustain sales and deal with tablet cannibalization. They had data on numerous marketing channels and wanted to use this data to simulate the effects of alternative marketing plans and forecast future sales. The client aimed to establish an empirical relationship between sales and marketing and create an ideal mix of marketing channels for three geographic regions. They were faced with key questions such as how to allocate marketing spends, measure the effectiveness of the activities planned, determine the return on investment on marketing spends, and identify the most profitable marketing channels.
Case Study
Attitude and usage segmentation on fast food consumption
The client, a leading fast food restaurant chain, had been experiencing a decline in sales in few US metropolitan areas over a period of time and was interested in understanding these markets more thoroughly. They wanted to quantify the target opportunity through an attitudinal lens, and profile customers by their fast food consumption behavior. The attitude/ lifestyle-based segments also needed to cross over with client ready behavioral segments in order to develop specific offerings keeping past usage/behaviors in mind. They were also interested in targeting “value” segments more strategically so they were looking to build a predictive model to classify prospect customers into attitudinal segments.
Case Study
Customer Satisfaction and Brand Health Analysis for a Large Public Utility Company
The client, a large public utility company based in the US, was facing challenges in establishing a common customer satisfaction framework for both residential and business customers. They needed to identify key metrics and determine the impact of relevant dimensions and factors influencing customer satisfaction. A significant challenge was accounting for low response rates among business customers. The company sought to assess and monitor customer satisfaction and performance drivers and benchmark brand health and performance.
Case Study
Product Reviews and Ratings Solution with Outlier Identification for a Leading PC manufacturer
A leading global PC manufacturer wanted to set up a completely automated system of analyzing reviews and ratings for self and competition, enabling actionable insights for product, marketing, and consumer research teams. The client wanted to understand top-rated products by different categories, create an automated solution to categorize unstructured customer reviews, and use NLP and sentiment analysis approach to create insights on behavior and brand perception.
Case Study
Comprehensive product analysis of leading cloud platforms
The client, a leading devices and services company, was looking to understand the features and capabilities of IBM’s Bluemix and GE Predix offerings. These platforms offer cloud-based development and application scaling or infrastructure management for deploying and managing apps in the cloud. They also offer a Platform-as-a-Service (PaaS) that virtualizes applications through a combination of open source software and hardware. The client wanted a comprehensive analysis of these offerings, covering details such as overview, the target companies for these solutions, positioning of these solutions, pricing model, community/ analyst feedbacks, etc.
