Ril enliven CEM Retail presentation
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Transcript of Ril enliven CEM Retail presentation
R A M Y A M I N T E L L I G E N C E L A B 2
R a m y a m I n t e l l i g e n c e L a b
• Ramyam Intelligence lab is founded with sole aim of creating next generation enterprise
product in Analytics and Actionability space, enliven CEM
• Patented CEM process and technology in India and USA
• Ramyam is a ISO 9001:2008 accredited company
• Proven product with customers in Telecom, Banking and Retail Space
• Strategic Alliances with Tier 1 System Integrators and OEMs
• 70 employees with 60 of them in Core Engineering, R&D and Delivery
• Strategic Alliances with Tier 1 System Integrators and OEMs such as Ericsson, Wipro, Sasken,
Mindtree, Happiest Minds, Qabastech, Experion, Reliable
• Presence in USA, UK, UAE, KSA, Malaysia and Philippines through strategic partnerships
• enliven CEM is a registered trademark of Ramyam Intelligence Lab Pvt. Ltd., Issued by US Patents office
• Patents pending for our CEM processes in both India and USA
• Frost & Sullivan placed enliven CEM in Analytics Quadrant as a dark horse with Wide and Emerging Focus in the Product Excellence Matrix Ref. : Analytics Product Excellence Matrix Report published by NASSCOM 2013
• Karnataka State Innovation Council recognition for Innovation
• Benchmarked on Oracle – Sun Platform and Linux Centos for high transaction processing speeds
• Deloitte has published a case study on how enliven CEM as a BPM tool for CEM processes in its BPM roadmap and vision 2020 publicationRef. : BPM 2020 – Roadmap for India published by Deloitte
Key Customers
R A M Y A M I N T E L L I G E N C E L A B 3
CEM IN PRACTICE – THE PROBLEM
• Customers are segmented - age group, income group etc., and no individual attention
• Still ‘offering the experience’ is seen from business perspective and not exactly from the customer’s point
• Minimal integration across lines of businesses to view the customer as a single person
• Surveys (Samples and feedbacks) may not be honest or ignored
Some organizations are using Business Intelligence (BI) Tools which provide statistics relevant to business but cannot provide insight on Customer Experiences
BRIDGE THE GAP BETWEEN IT AND BIG DATA
Enliven CEM presents a Value-Driven Approach to Customer Experience Improvement
1. Enliven is a complete customer experience management solution providing the “Big Picture” of a customer with closed loop end to end analytics and actionability.
2. Focuses on the key areas like Customer Acquisition, Customer Retention and Customer life cycle management across multiple channels of the business.
In contrast to other business intelligence applications that provide only reporting, or only dashboards, or require an intermediate data access layer, Enliven's business intelligence system includes analytics software and sophisticated reporting capabilities plus direct access to varied data source.
• End-to-End Customer Engagement
• Real Time Personalized Experience
• Reducing Costs of New Customer
• Integrate Channels
• Retain Customers
• Brand Advocacy
• Increase Cross – Sell Rates
CEM IN PRACTICE – THE FUTURE
F i l l i n g t h e G a p - e n l ive n C E M
R A M Y A M I N T E L L I G E N C E L A B 4
e n l ive n C E M C A PA B I L I T Y
Configurability
• Business logic can be configured
• Even a mathematical or statistical model can
be incorporated
• Single foot print solution from acquisition of
data to delivering actions
Product Scaling
• Millions of customers & their transactions
• Integration with disparate data sources
360 Degree view
• Issue Resolution
• Product Recommendation
• Effective Campaigning
• Can work at Contact Center or Branches
Big Data Views
• Intelligent and Analytical Graphical views
digressing from traditional reports
• What if Analysis & Trending for actionability
R A M Y A M I N T E L L I G E N C E L A B 5
SATISFIED CUSTOMER
LOYALTYEVANGELISM
Our enliven CEM® helps Businesses
O b j e c t ivee n l ive n C E M®
SATISFIED CUSTOMER
LOYALTY
EVANGELISM
Our enliven CEM® helps Businesses
Manage Customer experience as
business process
• Customer satisfaction analysis
• Customer Segmentation
• Customer Profiling
• Customer spend enhancement
• Profitability analysis
• Shopping mission analysis
Engage turning them into evangelist
- campaign management
• Customer segmentation and
reward optimization
• Research Design
• ROI measurement analysis
• Channel optimization
• Marketing mix modelling
• Campaign Dashboard
Maximize profits through loyalty
driven analytics ( customer and
store)
• Demand forecasting
• RFM analysis
• Store segmentation
• Market basket analysis/Product
affinity
• Shelf space optimization
• Merchandizing ROI analysis
R A M Y A M I N T E L L I G E N C E L A B 8
Customer’s Pro-active & Personalized shopping experience
Usecases
R A M Y A M I N T E L L I G E N C E L A B 9
Scenario 1 : Sale reducing in a particular region
Business Problem: Trends indicate that sales has been reducing in a particular region
Objective: To improve sales in the region to achieve the Targets
Data Source
Store Sales data
External Demogra-
phic
Clickstream
Product Data
Social Feeds
Segment wise Sales
Channel Conversion Rate /Visit to buy ratio
External factor affecting sale
Customer Experience(Promoters/ Detractors / Identify grievances from Contact
Centre)
Inventory Management
Big Data Analytics
Summary Business Dashboards Overall
Data Visualization
Business Actions
R A M Y A M I N T E L L I G E N C E L A B 10
Scenario 2: Customer Insights
Customer Profiling
Behavior profiling
Demographic Analytics
Transactional Data Analytics
360 Degree View
Customer Dashboards
Big Data Analytics Data Visualizations Business Actions
Customer Life Cycle Management
Cross Sell / Up Sell
Personalized Campaign Management
360 degree View
Affinity positioning
External factor analytics
Store Sales data
External Demogra-
phic
Customer data
Product Data
Social Feeds
R A M Y A M I N T E L L I G E N C E L A B 11
Scenario 3 : Inventory Vs Real-time sales
Business Problem : Trends indicate that stores have not been able to manage optimum stocks
Objective : To have a suitable forecasting mechanism to avoid loss of customers.
Data Source
Store Sales data/
Store No.
External Demogra-
phic
Product data
Customer details
Social Feeds
Real-time Store wise sales
Channel Sales
External factor affecting sale
Big Data Analytics Data Visualization
Business Actions
Customer profile analytics
Sales Prediction analytics
R A M Y A M I N T E L L I G E N C E L A B 12
Scenario 4: Richer Mobile Interactions
Through enliven platform, all the touch points of the consumer could have a mobile element. Our enterprise CEM platform has accommodated richer mobile interactions for the end consumers:
Extended PackagingConsumers access additional information about productsthrough their mobile phone
CouponsMobile phones used to capture, manage and redeem couponsand discounts
LoyaltyMobile phones replace physical loyalty cards and providepersonalized mobile services
Advertising & PromotionsAdvertising and promotional information is sent directly tomobile phones
Self-scanning & Self-checkoutConsumers in supermarkets use their mobile phone to scanproducts as they do their shopping, enabling them to check outwithout assistance
Store LocationA map is displayed on a mobile phone showing where stores arelocated where consumers can buy a product
In-store NavigationConsumers find products more easily while in a store
Shopping ListsConsumers can build a shopping list on their mobile phone andaccess it when doing their shopping
Mobile CommerceConsumers can browse, order and pay for products directly fromtheir mobile phone, anytime, anywhere.
R A M Y A M I N T E L L I G E N C E L A B 13
360 degree View across domains
360 Degree View
• Mapping Profile, patterns and comparing with enliven knowledge bank.
• Our engine designs a personalized next best action which will correlate loyalty ,offers, profile ,preference each in REAL TIME
Input Sources Profiling
360 Degree View
Last Mile Delivery
Scenario 5:
R A M Y A M I N T E L L I G E N C E L A B 14
e n l i v e n C E M ® A P P R O A C H
DATA SOURCES
PERSONALIZED RECOMMEN-
DATIONS
PRODUCT & KNOWLEDGE HUB
DELIVERY MODE
CONTACT CENTRE
DELIVERY CHANNELS
KIOSK
MOBILE
INVENTORY, PRICING ETC.
HEAT MAP
REAL TIME
BATCH
EVENT
NEXT BEST ACTION
TABLET
* DATA SOURCES ASSUMED LOGICALLY
CROSS CHANNEL INTEGRATION
CRM
LOCATION ANALYTICS
DEMAND PREDICTION
360 DEGREE INDIVIDUAL VIEW
CUSTOMER ANALYTICS
Contact Centre
Inventory
Other Business Systems
Data source …N
…
Customer Analytics
Vendor Analytics
Behavioral Modeling
Preference Modeling
Revenue Analytics
Channel share Analytics
INTELLIGENT MULTICHANNEL ANALYTICS LIKE
R A M Y A M I N T E L L I G E N C E L A B 15
H o w e n l i v e n C E M h e l p s ?
Market Basket
Buying Propensity
Catalogue Indexing
Location, Time & Season based
Browsing Patterns
Decisioning & Predictions
CAPTURE
RULE
APPLY
NBA
Data Grid View
Big Data View
Analytical View
Issue Anticipation & Response Analytics
Personalized Recommendations
Collaborative Filtering
Affinity Positioning, Pricing & Inventory
Cross Sell & Up Sell Campaigning
3600 View driven Campaign & Support
Proactive Service Support
Experience Indicators
Data-marts
Analytical Derivations Enliven OUTPUTS
R A M Y A M I N T E L L I G E N C E L A B 16
Personalized Offers
RelevantRecommendations
Location Specific Promotions
Special personalized Discounts depending
on Lifecycle Value
Integrating channels-No Confusion for
Customers
DATA SOURCE ANALYTICS
Behavior Analysis
Customer Profiling
Life Cycle Analysis
Product Fitment
RFM & Preference
Clickstream Analysis
Sales pattern
Vendor analytics
Store pattern
Demand Planning
Response Analytics
Value Scoring
NEXT BEST ACTION
Inventory
Pricing ,
Discount,
Commission
Selling
Statistics
CRM
Last Mile Delivery at Relevant Touch points
Workflow– Last Mile Delivery
Mobile app
R A M Y A M I N T E L L I G E N C E L A B 17
E n l i v e n – S a l i e n t F e a t u r e s
Single Foot Print Solution
Core Engine Benchmarked to process transactions of millions of customers
Real Time Delivery of NBAs to Touch points, Contact Center as well as self care systems
with inbuilt In-Memory Computing
Configuration Engine to scale business logic to different scenarios using the same
deployment with In built business rule engine
360 Degree view of the customer to apply NBA at individual level
Can automate and solve process issues, integrating workflows
Business Dashboard for decision makers to monitor the effectiveness of the CEM program
Big Data visualization for easier decision making process and applying actions
Technical Dashboard to monitor the transaction processing
Inbuilt Analytics
R A M Y A M I N T E L L I G E N C E L A B 18
S O L U T I O N B E N E F I T S
Business
• Better engagement of the customer while they have your attention
• Continuous view of customer present state
• Loyal Customers
• Effective Campaigns to maximize revenues
• Effective Cross Sell and Up Sell
• Advantage of Process Assurance / Support and Analytics in single solution
Customer
• Every thing at finger tips to manage
• Better Experience with relevant offerings
• Informed Decisions with relevant information
• Better Prices and rewards – recognition for Loyalty
• Better Voice Of Customer (VOC)
R A M Y A M I N T E L L I G E N C E L A B 19
© R A M YA M I N T E L L I G E N C E L A B
For further discussions, please contact:
Rupa SridharVP- Solutions
www.ramyamintel.com
T h i s p r e s e n t a t i o n c o n t a i n s p r o p r i e t a r y a n d c o n f i d e n t i a l i n f o r m a t i o n o f R a m y a m
T h e e n l i v e n C EM p r o d u c t c o n t e n t i n t h i s p r e s e n t a t i o n i s i n t e n d e d f o r u s e a s a g u i d e l i n e a n d s t r i c t l y f o ri n f o r m a t i o n p u r p o s e o n l y
T h e i n f o r m a t i o n r e l a t e d t o e n l i v e n C E M p r o d u c t i s s u b j e c t e d t o c h a n g e a t a n y t i m e w i t h o u t n o t i c e
A n y o f t h e e n l i v e n C EM p r o d u c t m i l e s t o n e s , f e a t u r e s , r e l e a s e p e r i o d s o r v e r s i o n s r e f e r r e d h e r e - i n c o u l dc h a n g e f r o m t i m e t o t i m e
A n y 3 r d p a r t y t r a d e m a r k s , c o n t e n t o r r e f e r e n c e s t o p r o d u c t s , b e l o n g t o t h e r e s p e c t i v e o r g a n i z a t i o n s a n dt h e y m i g h t h a v e b e e n u s e d f o r r e f e r e n c e o n l y