Acquire, grow and retain customers with IBM Big Data & Analytics - Client Examples

Big Data & Analytics Acquire, Grow, & Retain Customer Greatest Hits

October, 2013

Data integration at Blue Cross Blue Shield of North Carolina enables superior customer serviceNeed• Integrate and consolidate disparate data

sources to provide members and providers w/a single source of the truth in an efficient, concise, consistent & cost effective manner.

Benefits• Enables access to consistent member/

provider data to deliver services faster, adjudicate claims faster, and improve customer service, while lowering costs.

• Integrates and consolidates member and provider data from various sources to provide members w/an accurate picture of their health history.

• Centralizes data and enables reusable and repeatable processes to provide authorized access to information in a way that exceeds user expectations.

• Provides a single source of truth & scalability to meet future data mgmt requirements.

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Brocade accelerates big data analytics with IBM

Need• Powerful analytics platforms that help explore

big data as the volume, velocity and variety of data increases

Benefits• Gives companies unparalleled insight to help

identify and respond to customer needs in near real time

• Increases customer satisfaction and retention, and lowers customer churn for Communication industry clients

• Improves service levels across the network and enables optimization of IT resources

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Cincinnati Zoo transforms customer experience & boosts profits w/analytics

Need• Increase attendance and revenues by

enhancing the customer experience

Benefits• Provided a 360 degree view of customer

behavior that helps to optimize marketing decisions, resulting in savings of $40K+ on marketing in the first year, while driving enhanced and measurable results.

• Increased overall attendance, prompting at least 50,000 new "visits" in 2011 through enhanced marketing.

• Saves the Zoo $100K+ per year by identifying less effective promotions and discounts, allowing resources to be redeployed to more productive initiatives.

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© 2013 IBM Corporation5

Duke University Health System gets smarter for its patients Need• Transform healthcare to provide patients with

the capability to proactively manage their health; adapt best practices to rapidly determine which treatments and approaches work best – and which don’t

Benefits• Increased patient engagement from zero to

30,000 users in less than three months

• HealthView is now used by more than 150,000 patients, roughly one third of Duke’s overall patient base

• Collected US $16 million in co-pays through the new portal

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© 2013 IBM Corporation6

Edith Cowan University looks into the future with IBM predictive analytics

Need• Advance its business-centric, analytics-based

approach to control costs and maximize income from key funding sources

Benefits• Performs revenue calculations in 30 minutes,

accelerating the process by a factor of 24 and enables a wide range of “what-if” analyses

• Predicts factors influencing student outcomes and helps support students to succeed

• Provides a comprehensive data warehouse as a single source of accurate, timely and reliable information

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Equifax Canada Co uses predictive analytics to develop new credit risk scores and value-added services

Need• Complement its traditional credit- scoring

offerings w/innovative analytics services based on modeling vast quantities of customer data gathered by its banking, utilities and communications customers

Benefits• The mover’s model boosted one service

provider’s ability to predict which of its customers are most likely to move in the next six months by approximately 40 percent over the provider’s original model.

• The model also proved 365 percent more effective when compared with a baseline of random selection scores.

• Using intelligence provided by the new credit risk score to better gauge applicants’ creditworthiness, one Big Five bank in Canada saved an estimated CAD2.5 million annually.

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Will you buy a car today? IBM SPSS Statistics helps Fiat identify the most likely customers and prospects.Need• Determine the likelihood that future and

returning customers would buy specific brands/models of Fiat cars, so dealers could optimize available marketing funds. Also, needed to better understand customer experience w/dealerships and repair facilities.

Benefits• Improved customer response rate to

marketing initiatives by 15-20 percent. • Improved customer loyalty by 7 percent.• Supports continuous improvement of

dealerships and repair facilities. • Centralized analytical reporting and modeling

system enhances productivity and lowers costs.

• Efficiently works with large Oracle database containing history on 64 million customers.

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First Tennessee Bank: Analytics drives higher ROI from marketing programs

Need• An accountability framework that looked at

overall marketing spending and the results that spending generated for the bank.

Benefits• 600% overall return on its investment through

more efficiently allocated marketing resources

• 3.1% increase in marketing response rate through more accurate targeting of offers to high-value customer segments

• 20% reduction in mailing costs and 17% reduction in printing costs due to the ability to target the most attractive segment for specific offers

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Fiserv saves USD 8M in five years and helps banks improve business outcomes

Need• Small and midsize banks and credit unions

seek to attract, retain and grow profitable customer relationships while competing with the analytic capabilities of new mega banks

Benefits• Turn billions of transactions into actionable

insights that help these banks better target offers and maximize their marketing dollars

• Estimated increase of 100% or higher in the response rate of targeted marketing

• Estimated IT savings of USD 8M in 5 years

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Analytics Gives Jabil Circuit Better Insight Into Financial Performance

Need• A detailed understanding of every aspect of its

finances. Spreadsheet-based reporting processes were no longer providing the degree of insight that the business needed to maintain a rapid rate of growth.

Benefits• Provides insight that the finance department

can use to guide action – enabling a more proactive response to business problems

• Improves service delivery to internal customers, raising the profile of the finance department within the organization

• Reduces the monthly financial close

• Enables self-service analytics, reducing the reporting requirements of the finance teams

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Security First Insurance deepens connection with policyholders using IBM Content Analytics software

Need• Be available to its customers no matter how they

chose to get in touch and integrate its social media responses into the claims process to comply with regulations

Benefits• Turn social media into an actionable

communications channel during a major disaster

• Speed claims processes by initiating claims with information from email and social media posts

• Facilitates prioritizing urgent cases by analyzing social media content for keywords

• Helped ensure compliance by automatically documenting social media communications

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Start Today Co. Ltd achieves a 500% increase in email open rates and 1000% increase in conversion rate with the PureData™ System for Analytics

Need• Enhancement of customer relationship

management strategy - Start Today didn’t have that capability or the resource bandwidth to process large volumes of data and implement campaigns in a short period of time.

Benefits• Three to five times higher email open rates

• Five to ten times improved conversion rate

• Drastically reduces the data extraction workload

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Telerx achieves proactive service solutions through social media web insight

Need• Move beyond a commoditized customer

contact center to combat increasing competition and offer consumer behavior/ trend analysis to support its business customers product and marketing objectives

Benefits• Gains more consumer insight by combining

analysis of consumer phone calls with unstructured social media data

• Reduces customer costs by helping establish appropriate staffing levels and estimated call volumes based on predicted hot topics

• Enhances competitive advantage by embedding data analytics services into the company’s contact center offerings

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Trident Marketing increases revenue nearly 1,000 percent with predictive analytics powered by PureData System for Analytics

Need• To acquire the maximum number of paying

customers, while minimizing the cost of sales, Trident needed insight into which customers are most likely to buy which products, and when.

Benefits• Tenfold increase in revenue in four years

• Ten percent increase in sales in 60 days

• Thirty percent decrease in paid search marketing costs

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VAASAN Group improved forecasting and order fulfillment rates while reducing stocks by analyzing sales data

Need• Accurately forecast fluctuating sales orders

across the Nordic region.

Benefits• Ability to rapidly respond to and fulfill a 30

percent increase in sales orders• Achieved an on-time delivery target of 98.5

percent • Reduced business risk by aligning raw

materials, human resources and production schedules with customer demand.

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XO Communications uses PureData System for Analytics to analyze and manage call-based data

Need• Identify customer-churn risks so that it would

be able to take preventive actions and contact high-risk customers before they decide to make a change.

Benefits• Retained additional customers and saved more

than USD11 million.

• Helped client reduce data query times by up to 90 percent.

• Ability to analyze customer traffic and profitability faster.

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