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EAVESDROP DIPSTICK #015All State Insurance
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Unskilled Adjustor
Refuse To Compensate
Unprofessional Adjustor
Improper Repairs
Lowballs Estimates
Victimize Not At Fault PartyBad Medical Bill Payments
Body Shop Problems
Needed Legal Help
Partial Payments
Eavesdropping on customer perception for All State Insurance
SAMPLE EAVESDROP REPORT
All Companies > All State Insurance > Claims Handling
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To analyze performance of All State Insurance on dimensions like Brand Perception, Agent Perception, Customer Service Experience and Claims handling vis à vis competitors
Challenge
Conversations from Consumer Generated Media were analyzed using
• Natural Language processing techniques
• Domain knowledge encapsulating lexicons
• Analytical tools for classification of dimensions
Further analysis includes
• Key Drivers analysis: to identify pain points and drivers leading to customer
perceptions
• Competitive landscape analysis: to benchmark performance against competition
Solution
• Consistent problem areas across all brands are Agent Perception, Customer Service Experience and Claims handling
• Key drivers analysis revealed Adjustor Perception could probably be the reason for a low score on Claims Handling
• Process improvement areas got highlighted by the analysis
Take Aways Efficient Settlement
Extract themes from user generated content across customer touch points
Spark viral trends using web 2.0 concepts over the internet
Analyze drivers and patterns behind brand
perceptions
AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA
DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS
Page number 6 of 12
Deliverable
eavesdrop report on named brands on a periodic basis
Deliverable
silhouette report on named brands on a periodic basis
Deliverable
Strategy Consulting to leverage web 2.0 for your brand
SILHOUETTEEAVESDROPTM
PERSPECTIVE
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TM
Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive
competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with
customers.
United States+1 201 633 8728
Rest of the Globe+65 6443 1926
www.fractalanalytics.com
India+91 22 6704 2444
kal.eidoscope.com
KaleidoscopeSOCIAL MEDIA ESP
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