competition analysis system for telecommunications
TRANSCRIPT
Business*Overview
Datamine ltd
October 2010
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CAS can be best conceived as …
An interactive tariff development & evaluation framework …
… enabling quick definition of new tariffs, validation and analysis against actual usage
A powerful Customer Interaction framework …
… automating and optimizing tariff recommendations, according to strict business rules
A sophisticated Customer Analytics platform …… enabling customer, billing & usage analysis along with tariff suitability measures
WEB
POS
3G
CC
IVR
CustomerTouch Points
Existing or PotentialCustomer
CAS v2.0
Corporate strategy
Business rules, policies,
tariff recommendation
logic, automation rules
Management
Business
community
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Monitor & Analyze Competition
Compare the complete market (competitor tariffs) against your actual usage data
Empower Product Development
Create & Manage tariffs. Evaluate on actual usage data. Build Business cases
Optimize & Automate Tariff Recommendations
Load-balance tariff offerings depending on customer value. Measure & Analyze results.
Perform efficient Tariff negotiations @ POS
Provide agents a ‘negotiation framework’ for a stepwise, cost-controlled offering scenario
Execute Aggressive Customer Acquisition CampaignsProvide agents a statistics-driven ‘negotiation framework’ for candidate customers
Deliver Online Personalized RecommendationsYour customers browse personalized tariff offerings online and/or through smart phones
Gather Customer FeedbackSystematically collect, analyze and report offering-related customer feedback
CAS enables telecoms to …
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CAS: Benefits
Proper utilization of CAS components is expected to have remarkable effects in both micro and
macro perspectives: more efficient & cost effective customer handling, increased customer
satisfaction, managed tariff switching costs, better products, improved market positioning
CAS
Loyal, Satisfied customersthrough interactive, sophisticated customer handling strategies, with optimized offering based on customer’s profile, optimal timing, corporate targets and priorities
Better Tariffs, Market Positioningthrough efficient, interactive product development processes along with advanced customer targeting. Innovative tariffs, with measurable performance leading to better market positioning and competitiveness
Analytics & BISignificance enhancement of the typical telecom Business Intelligence infrastructure. Tariff Analytics, performance indicators, advanced traffic pattern analysis have re-defined the use of analytics within the corporation
Business CasesNew capabilities on the compilation of what-ifs, business case/ studies, decision support on products, strategies, offerings, customized discounts
Market Overview & AnalyticsTariff comparison, analytics & performance data, market overview and positioning against competitors, all available immediately after installation
Installation (t0) t0+ 6 monthsCustomer Satisfaction
CompetitivenessCRM effectiveness
Optimized Offerings, Revenue Control
Churn management
Customer Handling StrategiesCustomer base growth
Customer IntelligenceMarket Intelligence
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CAS mid-term benefits
Empowered Competitiveness
through systematic market/ competitor’s tariff comparison & analysis, interactive, data-driven
traffic development, candidate tariffs assessment against actual usage.
Higher levels of Customer Satisfaction & Loyalty
better, personalized, balanced tariff offerings for your customers (with managed costs).
flexibility, automation and standardization in handling customer requests. impact monitoring
& analysis on loyalty and revenue.
Increased Sales & Customer Acquisition rates
Strong negotiation framework through all customer touch-points. Able to see what the
customer needs in terms of usage (or does not), the associated cost and corporate-level
priorities set. Handle effectively candidate customers.
Enhanced Decision Support framework
multilevel data enrichment (tariff suitability, traffic modeling, offerings, customer feedback)
with strong positive impact in data warehousing & Business Intelligence platforms.
Measurable results, available against any corporate-level dimension.
CAS – characteristic use casesDescription of tariff negotiator, recommendation engine and tariff advisor
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CAS – Sample customer assessment GUI
1 2
Exhaustive, interactive tariff comparison for a single subscriber
across six months CDRs
1
Traffic analysis details,
including traffic patterns, CDR-
level comparison, destination
analysis, actual invoice
viewers. Trough tabular forms
of interactive charts
2
3
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Tariff Negotiator …
... for real-time customer request handlingAgents can now efficiently deal with any existing customer (through call centre or at POS) within
the negotiation space served generated by CAS: this is defined as the set of tariffs which -
based on corporate policies and active business rules- can be offered to the customer. Agent
has also available loss estimations or expected gain for each allowed proposal. Closing the
loop, customer feedback capturing components are also available.
AgentExisting Customer
CAS
Present proposal, negotiateThe most appropriate proposal for the specific customer, according to active business policies, suitably communicated and supported
Get negotiation setCAS applies all the complex business rules on customer’s financial, traffic and re-rating information and compiles a set of proposals, providing certain benefits to the customer, while balancing corporate costs
Customer’s requestAny type of related request such as
tariff inquiry, bill complaint, tariff change advice
Forward to CASAgent simply submits the MSISDN or other
customer identifier, along with a classification of customer’s request
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Tariff Advisor: aggressive marketing campaigns …
... targeting competitor’s customersAggressive campaigns, strong quantitative arguments, outstanding customer acquisition rates.
For potential customers, where no traffic information/ invoice history is accessible, CAS utilizes
a powerful billing approximation engine: a pattern-based estimator of tariff proposals for a
candidate customer. The only input in this case is the traffic pattern as provided by the
candidate customer, verbally or through demonstration of a copy of a recent invoice from current
operator.
AgentNewCustomer
CAS
Present proposal, negotiateThe most appropriate proposal for the candidate customer, according to active business policies, suitably communicated and supported. Interaction with the negotiation set, for a different proposal according to customer’s feedback
Get negotiation setCAS applies all the complex business rules on customer’s traffic pattern and generates a set of proposals, providing certain benefits to the customer, while meeting sales priorities
Potential Customer’s inquiryCustomer submits a recent bill from
a competitor
Forward to CASAgent simply traffic statistics, as found on
customer’s bill, along with a classification of customer’s request
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Tariff Recommendation Engine …
... enabling automatic, personalized, fully managed tariff proposalsA self-service component of CAS, launched through your corporate web-site under the ‘My
Account’ section or via smart phone mini-application. Upon login, your customer receives
proposals, triggers or tariff –related messages, all satisfying certain business rules and
constraints. Your customers enjoy highly-targeted, personalised offerings, while you retain full
control over any associated costs, goals and corporate strategies.
ExistingCustomer
CAS
Navigate recommendationsExplore recommendations, review, dismiss or rate specific items, trigger tariff change procedure or ask for more information.
Get RecommendationsCAS applies all the complex business rules on customer’s traffic pattern and generates a set of well prepared proposals, in the form of promotional messages, hyperlinks , mini-adds, or in a structured, bill-like presentation of the alternatives.
YourPortal/myAccount
Request RecommendationsLogin even triggers automatic customer assessment through CAS Tariff Recommendation Engine, which applies all available corporate policies, and serves your customer with a set of highly personalized, well studied tariff proposals.
Customer Login infoCustomer logins to myAccount section of your corporate web portal. The system retrieves customer profile and related information
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Company profile
datamine ltd was founded in January '05 and is based in Athens, Greece. Datamine is dedicated in
redefining the role of information technology within the modern, customer-centric enterprise through
innovative data-driven applications
Solutions & Services Datamine provides large-scale Information Systems engineering featuring
Statistical & Data Mining logic, answering the demanding management information needs of
competitive corporations. Solutions range from analytical CRM, data modeling & business intelligence to
loyalty, campaign management and executive information systems
Products Datamine has invested on Research and Development of innovative data-intensive systems for
modern corporations and the web. Our offering includes CAS – Competition Analysis System (tariff
optimization) and Corporate Criterion (Customer Satisfaction measurement and modeling platform)
Human Resources Datamine’s team demonstrates sound scientific background and extensive
professional experience in statistical analysis, data mining, software architecture, data warehousing and
B.I. within telecom and banking environments
Major Customers Partners
