Ril enliven CEM Retail presentation

enliven CEM®

ANALYTICS DRIVEN ACTIONABILITY FOR RETAIL

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


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


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


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


B u s i n e s s Mo d e l o f e n l ive n CEM


I n te r f a ce


Customer’s Pro-active & Personalized shopping experience

Usecases


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


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


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


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.


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:


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

Email

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


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


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


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


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 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

[email protected]

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

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Ril enliven CEM Retail presentation