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Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

May 09, 2015

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Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative. Works on big data analytics on social media mainly that is text based. They started in 2007 and they mainly target Marketing and Corporate Communications team in an organization.
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Page 1: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

Stakeholder Analytics Platform

Page 2: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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Explic8 Use Cases Customers Sales

Roadmap ArchitectureCompany

DetailsFuture Vision

Germinait is a Big Data Analytics company focused on helping companies get actionable insights from public and private stakeholder conversations

About Germin8

Page 3: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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What is Explic8?

Explic8 is one of the most comprehensive platforms for listening, understanding and

engaging in text-based stakeholder conversations:

• Makes sense of large volumes of textual conversation data in real time

• Public sources: Social media, Online news sites• Private sources: Emails, Chats, Call transcripts, etc.

• Generate actionable insights for Marketing, Corporate Communications, Customer

Care, Sales, etc.

• Engage with customers, prospects, employees and other stakeholders in social media

• Can be integrated with external data sources and external systems like CRM systems

Page 4: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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How it works

ACT

• Collects stakeholder feedback via APIs, crawlers, etc. in real time• Analyses using Natural Language Processing algorithms• Displays actionable insights in real time on live interactive dashboards

• Integrated social media engagement and response workflow system• Can be integrated with CRM systems

Page 5: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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Explic8’s dashboard

Page 6: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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How is Explic8 being used?

Explic8 is currently being used by various companies for:

PR & CORP COMM

• Online Reputation Monitoring• Digital PR Crisis Management• Online News Tracking

MARKETING

• Insights on products and services• Industry & Competition Tracking• Media Campaign Analysis• Social Media Channel Analytics

CUSTOMER SUPPORT

• Customer management• Insights for improving efficiency

and effectiveness of customer service channels

HUMAN RESOURCE

• Employee Engagement Analysis

BD & SALES

• Lead Generation

$$MARKET RESEARCH

• Usage & Attitude Research• Customer Satisfaction • Needs Assessment

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Case Studies/2.Using Explic8 for Product Improvement

Case: An international TV channel was worried that the audience response to a particular show in India was poor though a similar one had succeeded in some other countries. Explic8 was then to monitor what their audience is saying about each episode of their main shows to understand how each show has performed on qualitative parameters like sentiment on content, music, participants, segmented by demographic parameters.

The channel uses the insights from Explic8 as an input to marketing of the shows and also to improve the shows from season to season. They are now tracking other shows as well.

2% 2% 1% 1% 4% 4%

36%

65%

30%18% 16% 19%

63%

33%

69%82% 80% 77%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Week 1 Week 2 Week 3 Week 4 Week 5 Week 6

Sentiment (week-wise)

Artists50%

Downloads2%

Format of the Show

1%

Genre8%

Language2%

Music3%

Songs34%

Topics of discussion

3%

1%

28%

29%

69%

70%

0% 20% 40% 60% 80% 100%

Male

Female

Sentiment of females and males

Page 8: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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Case Studies/1.Using Explic8 for Customer Management

Case: A leading insurance company found it difficult to track and deal with customer grievances being aired in various Social Media sites and it was impacting their brand. We configured Explic8 to monitor all mentions of its brand, products and those of competitors, to understand key issues and respond to their stakeholders and to resolve customer grievances. Explic8 gave them various kinds of analytics on a dashboard and it allowed them to respond seamlessly.

The insurance company was able to engage with their customer in a timely manner across many different sites, resulting in many satisfied customers and an improved online reputation

Sentiment (month-wise)

9 1230

46 5072

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Dec Jan Feb

Negative

Positive

Engagement Console

668 608

178

410

100200300400500600700800

Response Statistics

Page 9: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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Case Studies/3.Using Explic8 for Competitor Insights

Case: An international hotel chain in the United States wanted to focus their service improvement on what mattered most to customers. Explic8 was used to understand what hotel guests were saying about its different hotels and the hotels of its competitors across important guest touch points in several cities. Comparative analyses were available on a dashboard, with relevant customer segmentation with flexibility to compare by city, over client determined time periods, etc.

Top of Mind buzzwords Topics of discussion

0%

20%

40%

60%

80%

100%

Dallas New York Chicago San Francisco San Antonio

Volume of negatives compared to competitors in select cities

The hotel was able to figure out what really mattered most to different customer segments, which touch points needed improvement in each city to score over the competition

All this was useful input for their strategy and it also helps in continuously monitoring the impact of action taken.

23%

14%

24%

12%

15%

12% Price

Location

Cleanliness

Service Quality

Safety & Security

Décor

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AGENCIES

Some of our Clients

END CLIENTS

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Direct

Sales Approach

Through Agencies

• Small Sales team focused on selling directly to enterprises and agencies

• Enterprise sale

• Annual subscriptions payable monthly

• Ticket size is between INR 25000 and upwards per month• Price depends on the volume of mentions about the brand and the number

of posts• To Marketing, Corporate Communications or Customer Care functions

• Value Added Services

• One off analytics projects• Agency sale

• Annual subscriptions payable monthly• Bulk discounts available

• Some agency partners act as Value Added Reseller

Page 12: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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Product Architecture

AWS Cloud Infrastructure

Hadoop M/R

SOLR, MongoDB, RDBMS

Data Collection

Text Mining

Data Visualisation

APIs

Page 13: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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Product Roadmap

Text analytics

algorithms

Real time fetching of

content

Other textual sources

Real time dashboards

Integration with other

systems

Real time alerts

Predictive analytics

Where we are

Page 14: Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative

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Company Details

• Founded in 2007

• 55 person company

• 15 person Web App team

• 15 person Platform team• 7 person QA team

• 11 person Customer Care team• 4 person sales team

• 3 person support team

• Customers are mostly domestic

• US launch at the end of FY14

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Executive Team

Raj Nair, Chairman and Co-founder

• Strategy, growth plans, business development

• BTech (IIT-B), PGDBA (IIM-A)

• Chairman and co-founder of Ugam Solutions, Avalon Consulting, Avalon Global Research

• Director of OC&C Strategy Consultants (India)

Ranjit Nair, CEO and Co-founder

• Product vision, operations, AI expertise

• PhD in Computer Science from USC, Los Angeles

• Previously with Honeywell Labs, Minneapolis

Promoters

Deepak Satwalekar

• Independent director of Infosys, Radio

Mirchi, Murugappa Group, Tata Power

• BTech (IITB), MBA (George Washington

University)

• Previously with HDFC StandardLife, HDFC Ltd

Rajagopal Tampi

• Manging Director, Valuemoves

• MTech (IITB)

• Previously with Mastek, Mphasis

Manish Choksi

• Chief – Corporate Strategy & CIO, Asian

Paints

• BS, MBA from University of Houston

Other Directors

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Executive Team

Tejas Narvekar, Customer Care Manager

Abhishek Rout, Sales Manager

• Tejas has over 10 yrs experience in the ITES sector . Before Germinait he worked in Fidelity Information Services, and Hutchison3 Global Services. His areas of expertise are customer care, client relations and training

• Tejas has an MBA in General Management from Henley Business School, UK

• Abhishek has close to 6 yrs experience in software product sales. Before Germinait he worked at Monarch InnovativeTechnologies and Mahindra Satyam. His areas of expertise are new business development, international sales, marketingcommunication.

• Abhishek has an MBA in Marketing and Sales from International School of Business and Media, Pune

Kalika Mishra, Sr. Product Manager

Saurabh Mahadik, Sr. Product Manager

• Kalika has over 10 yrs experience in software development and leading software teams. Before Germinait she worked at MerrillLynch and iFlex. Her interests are in Big Data algorithms and architecture

• She has an MS in Computer Science from Indiana University

• Saurabh has over 10 yrs experience in software development and leading software teams. Before Germinait he worked atWipro, Oracle and Geometric

• Saurabh has a Bachelor of Engineering degree in Computer Science from VJTI

Rajnish Kucheria, Quality Assurance Manager

• Rajnish has over 7 years of experience in software development and quality assurance. Before Germinait he worked at Infosys.His areas of expertise are software testing and quality assurance

• Rajnish has a Bachelor of Engineering degree in Computer Science from University of Rajasthan

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Future Vision

• Worldwide

• Actionable

• Verticalisation

• Pharma & Healthcare• Retail

• Media & Entertainment• Horizontal offerings

• Customer Satisfaction

• Customer Acquisition• Churn Analysis

• Campaign Analytics

• B2C

• Allow 3rd parties to build the offerings

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Thank You!

Connect with us to understand how we can partner with you to provide Social Media Monitoring, Analytics & Engagement Solutions.

Get in [email protected]

www.germin8.com