SAS + Ciboodle @ Customer Intelligence User Conf
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The document discusses the SAS® Real-Time Decision Manager, outlining its capabilities in enhancing customer interactions through real-time analytics and targeted offers. It emphasizes the importance of integrating customer intelligence into marketing strategies to optimize engagement and improve overall business performance. Additionally, it highlights success stories from a major retailer that achieved significant operational improvements and better customer service outcomes using this technology.
SAS + Ciboodle @ Customer Intelligence User Conf
- 1. SAS ® Real-Time Decision Manager Updates Ian Henderson, VP of Strategic Consulting, Sword Ciboodle Toshi Tsuboi, Product Manager, Customer Intelligence, SAS Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 2. Changes in How Customer Makes Decisions Before Now Each customer interaction is a moment of truth “The consumer decision journey,” mckinseyquarterly.com, June 2009 2 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 3. Targeted Customer Interactions Customer’s profile Channel Segmentation The best response is different for each situation and for each Predicted customer Eligibility and responses policies Customer’s preferences 3 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 4. Value of Targeted Interactions Suresh Vittel Forrester “Customer intelligence is becoming the lifeblood of organizations... but marketing teams often lack the skills or the technologies to integrate the essential insights to guide customer interactions” Head of CRM Euro Telecomm “Our intelligence team generates great insights. But we are constantly struggling to integrate these insights into our customer and marketing strategy.” Source: Forrester 4 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 5. SAS® Real-Time Decision Manager Inbound Communications Smarter Response Real-time Decision for Inbound Marketing • The real-time delivery of decisions and recommendations • That optimize every customer interaction • To improve revenue, growth and retention. • Based on analytical insights, contact strategy, business strategy, and market data 5 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 6. Any Data… “What’s the best offer right now for the customer?” Historical Data Real-Time Data Customer Profile Real-Time Optimal Decision Other System Data SAS® Real- Time Decision Manager SAS analytics 6 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 7. Any Where… “Better coordination for better customer experience” Internet Cellular Call Center IVR POS/ATM SAS® Real- Time Decision Manager 7 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 8. Any Message… Traditional Marketing Find eligible customers Select a channel to Create an offer for the offer deliver the offer Next Best Action Determine Business Customer’s best offer for objectives, interest and the channel policies, and needs for the regulations customer 8 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 9. Implementing Next Best Action Offers are developed for Electronics Clothing Hardware each product line, E1 E2 E3 C1 C2 C3 H1 H2 H3 division, or business unit Select Select best offers for the Electronics Clothing Hardware customer E2 C1 C2 H3 Prioritize Prioritize offers based on values, propensity score, C2 E2 H3 C1 etc. Filter Select the top offers to present to the customer C2 E2 H3 9 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 10. Keys to Successful Next Best Action Multichannel integration Real-time analytics Delivery to the customer 10 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 11. Introducing Sword Ciboodle Global Leader in Process Centric Customer Service Software • An established CRM player with proven technology • Delivering process-based customer interaction solutions to contact centers since ‘94 • Global presence with US headquarters in Chicago • Flexible delivery models including direct, partner and blend • International delivery partners include CSC, Cognizant, Capgemini and Dimension Data ‘Superstah!’ • Customer base spans vertical markets including; & One to watch Retail, Insurance, Telecommunications and Consumer Goods 11 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 12. Success!! Money we made for customers!! Benefits • Project delivered to 6000+ agents, 14 business lines and 14 contact centers in just 20 months One of the worlds • 14% reduction in idle time largest retailers with almost 4,000 stores • 10% increase in agent connects per hour across the United States and Canada • 9% reduction in AHT Challenge “ Strategic rollout of enterprise-scale Unified agent desktop. 6000 call Our goal as a company is to be a trusted advisor in the center seats delivered home…We want to enable agents to break out of their across 14 contact centers – supporting 14 silos to perform functions defined by the customer. We ” business lines and 77 want to do business on their terms. million calls annually. Brian Carey, VP Service and Operations, Sears 12 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 13. 3 Questions I hear a lot How do I get the call center to treat customers according to my segmentation? How do I get all my channels to have the right offer experience? How can I target offers based on customer intent? 13 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 14. Two main capabilities •Multi-channel, real time, offer management •Differentiated customer request handling 14 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 15. Intelligent dialogue in action… Next Best Action Intelligent Receives Real-time request Desktop with Scoring customer BPM data and executes a Uses data decision and Gather analytics to customer data determine & requests a right action decision for customer Returns decision Cross-Sell regarding Up-Sell action to Wrap Up SAS Real-Time Decision be used Sword Ciboodle Intelligent Manager Desktop Real-Time Integration External Web Services Enterprise Databases Enterprise Applications • Supplier Inventory • Customer profile • Inventory • Credit Check • Order history • Fulfillment • Demographics… • Loyalty program… • Customer Service… 15 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 16. The benefits Matches needs and wants of the customer to Turns the CSR and Contact Center into the organization: revenue producer: • Enables cost effective, higher grade of • Maximizes offer uptake, shortens time to service for high value customers market, improves customer experience and uses insight to drive change • Avoids dumb offers or inappropriate actions • Provides a simplified view of segment and • Creates a better connection through value personalization • Provides better insight for all customer interactions • Simple link from data to action 16 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 17. Contact Center Features Real time marketing identifies customer specific cross-sell/up- sell opportunities Match offers to customers’ propensities – identifying cross-sell and up-sell opportunities Track call outcomes (mood), post-visit Analytic customer surveys and other Improve understanding Differentiated process historical data to infer management empowers over time – deepening handling – different customer satisfaction users to communicate customer insight with versions for different levels and adjust and match customer each purchase & customer segments approach to future calls buying behavior and interaction accordingly expectations 17 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 18. Online Features Real time marketing identifies customer specific cross-sell/up- sell opportunities Match offers to customers’ propensities – identifying cross-sell and up-sell opportunities Analytic customer Integration to online Close the loop from management empowers community and contact offer through to service users to communicate center – with automated or sales portal – with and match customer escalation of questions full customer or buying behavior and or issues raised by the prospect context expectations community 18 Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.
- 19. Thank You Ian Henderson ian.henderson@sword-ciboodle.com 1.312.447.5600 @ian_c_henderson Toshi Tsuboi toshi.tsuboi@sas.com 1.919.531.0578 @ttoshi Company Confidential - For Internal Use Only Copyright © 2010, SAS Institute Inc. All rights reserved.