customer feedback management

The Criterion platform CUSTOMER FEEDBACK MANAGEMENT PLATFORM

September 2011

http://www.datamine.gr

About datamine datamine ltd Datamine was founded in January '05 and is based in Athens, Greece. Having as primary activity the design &

implementation of integrated business solutions using cutting edge I.T. and data modeling techniques, 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 state-of-the-art I.T. solutions with embedded 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

Major products Our major products include Competition Analysis Server, the Corporate Criterion Platform (Customer Feedback

Management Solution) and our Campaign Management & optimization Platform

Major Customers Partners

http://www.eurobank.gr/online/home/index.aspx?lang


Outline Criterion: introduction High level overview of the system (platform), business goals, involved parties

Criterion: Objectives & Business Goals Objective, benefits, business value

Criterion: Highlights Some of the key-characteristics of the Criterion platform

Criterion: the framework A high-level description of datamine’s criterion as a framework

Criterion Architecture Presentation of the major components of the system Survey management, execution and analysis Characteristic screen-shots Channels and use-cases involved, sample screens on decisioning Presentation of typical use cases for each channel


Corporate Criterion- Introduction

Consumer

Criterion platform

questionnaires Analytics

1 2 3 4

dashboards

Criterion or

Customer Support

electronically

Submits assessments,

evaluations

Assessments, electronically

via mail or call center

Alternative (complementary) channel

Gets Analytics, KPIs,reports

Corporation

Business user

Corporate IT infrastructure

Corporate data

warehouseFeeds DW with customer satisfaction data

Enhanced customer information

Statistics & Reports

Corporation provides access to consumers via registration labels1

2

3

4

AnalyticsQuestionnaires, Surveys, statistics,

scores, interaction history


Datamine’s Corporate Criterion- Objectives

Intelligent customer information enrichment

Micro questionnaires served systematically or based on events in customer’s lifecycle

through multiple channels, according to certain business rules against customer’s

metadata (including communication history).

Customer Scoring models: advanced modules enabling the definition of logic and formulas

which generate additional scores on customer’s feedback (such as customer satisfaction

index)

Continuous, transparent data flow towards customer data marts/ DW

Advanced Contact and communication strategies

Business logic – policies: Customer is always ‘in the loop’ according to the active corporate

logic & business priorities enabled

Response & effectiveness modeling: History information can be systematically monitored

and analyzed through advanced reporting. Communication patterns can be discovered,

responses can be modeled and predicted enabling optimization cycles

Analytics, Reporting & Decision support

Advanced analytics: from simple descriptive statistical analysis, to advanced KPIs,

dashboards and MIS data flows


Datamine’s Corporate Criterion- Highlights

Multichannel support Extensible to several channels through web technologies and integration framework

Automated analysis Powerful dynamic analysis & results presentation

Analysis at customer life-cycle level Cross Analysis across several questionnaires

Extensible Analytics & Reporting module Infrastructure enabling tailor-made reporting and analytics modules

Advanced Target Group Definition – Segment Designer Design the customer set to be analyzed

Decision components Question server defining the next best set of questions for the specific customer, on the

specific time point

Integration with DW and/ or BI infrastructures Continuous flow of customer survey results towards DW/ BI

Multilingual support Support of several languages at the questionnaire level


Criterion: Intelligent Customer Interaction

Criterion Platform

Customer

Interaction

database

Call CenterFeedback Management

serving the next best micro-questionnaire to the customer based on

either inbound or outbound sessions

Sales NetworkCustomer experience

gathering process directed from agents/ personnel, or through self-service

procedures (through info kiosks)

MobileIntelligent Micro-Surveys

Mini Application framework for smart phones, for intelligent feedback

capture

www.corporate*.comCorporate portalIntegrated, intelligent Micro-surveys delivered upon session

events and interaction scenarios

OpinionsRatings

Comments

Preferences

Contests

Customer AnalyticsCustomer Lifecycle

Customer Satisfaction

Business

RulesCampaigns

Data Mining

models

Customer

Intelligence

Offerings

promotions

complaints

Complaint handling


Criterion: Intelligent Customer Interaction

WEB POS 3G CC IVR

CORPORATE DATA

WAREHOUSE

CORPORATE

CRITERION

DATABASE

CR

ITE

RIO

N

SY

NC

HR

ON

IZE

R

ST

AG

ING

AR

EA

Ad-Hoc Reporting Business analysts

Dashboards, KPIs Top Management

Data providers, Analytics providers (cubes, specialized data layers)

Business Intelligence/ MIS application layer

Data mining Customer modeling

Corporate Management Customer Satisfaction, analytics, POS

evaluation, product analysis, customer

profiling

Criterion Client,

Criterion Web Admin & Analysis

Campaign Mng Campaigning processes

CRM application layer

CRITERION WEB SERVICES

CUSTOMER

DATA MART

Reporting Ad-hoc reporting

Customer

Intelligence Business analysts

Channels

Data modeling Ad-hoc data analysis

Windows Authentication

Packed, Encrypted

credentials

Packed, encrypted DB

connection info


Questionnaire Management

Questionnaire Browser Efficient navigation through

Questionnaires, direct access to

Questionnaire management tools

Questionnaire Viewer Quick preview of the

questionnaire


Survey Management

Survey Browser Efficient navigation through

surveys, direct access to survey

management tools

Survey Analyzer Automatic, real time survey

analyzer, featuring cross-

questionnaire analysis, direct

export utilities


Survey Execution

Demo customer

Survey Execution Specialized intranet application

for customer care/ marketing

users. Enables direct, quick

questionnaire submission,

management and data analysis


Survey Analysis & Profiling

Profile Analyzer Automated, demographics

against those customers having

given specific answer, or having

certain status within a survey

Survey Browser Search using combination of

criteria, locate and manage

surveys


Analytics & Reporting

Specialized Reporting Advanced, interactive reporting

against any aspect of the system (from

administration to survey data

analysis). This a fully customizable

part of the platform in order to meet

specific business needs


Criterion: integrated through WEB

Web components for in-site integration

Intelligent, modern, easy to use mini-applications capable of effectively capturing pieces of

customer information.

1. Customer logins to corporate site (for e-billing, on-line transaction)

(alternatively, customer may be identified via cookies)

2. Criterion retrieves latest customer’s profile

From demographics, traffic patterns to communication history and scores.

2. Criterion applies the active business policies

as defined and maintained by corporate Business users. In this case, given that:

Customer is Senior, systematic online user, Credit Card Holder

and customer is ‘High value’ and Credit Risk is low

and customer has recently visited a Branch store, and recently made a complaint

through customer care

and customer has no recent Loyalty Point usage

………………………………………………………….

4. Criterion serves the next best micro-questionnaire to be answered directly, no

agent intervention


Criterion: integrated through POS network

Intranet, mini-apps for Point of Sales integration

Zero-footprint intranet application (low network load and processing power needs). Enables

search and identification of customer, serves the next best micro-questionnaire for the

customer, captures feedback.

1. Customer finalizes a transaction within a POS

(customer is identified automatically or through agent’s data entry)



3. Criterion applies the active business policies (POS policies)

defined and maintained by Business users. In this case, given that:

Customer just applied for a new contract or completed specific transaction

and customer is ‘High value’

and customer’s propensity to buy retail product X is high

and customer has no recent Loyalty Point usage

………………………………………………………….

4. Criterion serves the ‘Customer Experience’ micro-questionnaire to be answered

directly, or at the infokiosk, or through corporate site using the transaction ID


Criterion: integrated through Customer Care

Customer Care data capture toolkit:

Outbound or Inbound (customers may be motivated after a visit in any POS, a message

included in the monthly bill statement or a loyalty offering) to participate in the ‘program’

(launched as loyalty or similar). Customer calls to the call center, agent executes the micro

questionnaire and captures customer’s feedback.

1. Customer calls customer care

(the case is identified as customer complaint)



3. Criterion applies the active business policies (‘Complaint Handling Policies’)

defined and maintained by business users. In this case, given that:

1. Customer is complaining about expensive Bills

2. and customer is ‘High value’

3. and customer is not in the optimal tariff

4. and customer has no other complaining history

5. ………………………………………………………….

4. Criterion serves the ‘Tariff Awareness’ micro-questionnaire to be answered directly,

or at the infokiosk, or through corporate site using the transaction ID


Criterion: integrated through Mobile Devices

Mini mobile applications for smart phones

the system may be combined with Loyalty modules thus enabling participating customers

to access micro-questionnaires through several channels including mobile devices.

1. Customer has just completed 2 months since last online transaction

2. Criterion applies the active business policies (‘Portal Usage Monitor’)

defined and maintained by business users. In this case, given that:

Customer is Price sensitive

and customer is a top 10% retail customer

and customer’s online usage has been decreased by 20% or more in the last 6

months

and customer has no other complaining history

………………………………………………………….

3. Criterion serves the ‘Tariff Satisfaction’ micro-questionnaire to be answered via the

mobile device or through the web.

datamine ltd

Decision Support Systems

21 Agialias & Halepa

15125 Marousi

Athens, Greece

T: (+30) 215 5208485

F: (+30) 215 5208494

[email protected]

http://www.datamine-it.com

George Krasadakis

Head of Engineering & Product Development [email protected]

Contact

http://www.datamine.gr/

mailto:[email protected]



http://www.datamine-it.com/





