Datamine- Customer Feedback Management

The Criterion platformCUSTOMER FEEDBACK MANAGEMENT PLATFORM

September 2009

http://www.datamine.gr

About dataminedatamine ltdDatamine 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 & ServicesDatamine 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 productsOur 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.datamine.gr/DM-CAS-BRC-002.pdf

http://www.datamine.gr/DM-CCRITERION-001-02.pdf

http://www.datamine.gr/DM-CCRITERION-001-02.pdf

http://www.datamine.gr/DATAMINE-CMS-PPT-002-04.pdf

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


OutlineCriterion: introductionHigh level overview of the system (platform), business goals, involved parties

Criterion: Objectives & Business GoalsObjective, benefits, business value

Criterion: HighlightsSome of the key-characteristics of the Criterion platform

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

Criterion ArchitecturePresentation of the major components of the system

Survey management, execution and analysisCharacteristic screen-shots

Channels and use-cases involved, sample screens on decisioningPresentation 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 supportExtensible to several channels through web technologies and integration framework

Automated analysisPowerful dynamic analysis & results presentation

Analysis at customer life-cycle levelCross Analysis across several questionnaires

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

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

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

specific time point

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

Multilingual supportSupport 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 InteractionCustomers

WEB POS 3GCC IVR

CORPORATE DATAWAREHOUSE

CORPORATE CRITERION DATABASE

CR

ITE

RIO

N

SY

NC

HR

ON

IZE

R

ST

AG

ING

AR

EA

Ad-Hoc ReportingBusiness analysts

Dashboards, KPIsTop Management

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

Business Intelligence/ MIS application layer

Data miningCustomer modeling

Top ManagementCustomer Satisfaction, analytics, POS

evaluation, product analysis, customer

prof iling

CRMCustomer Handling

processes

Campaign MngCampaigning processes

CRM application layer

CRITERION INTERFACES

CUSTOMER DATA MART

ReportingAd-hoc reporting

Customer Intelligence

Business analysts

Channels

Data modelingAd-hoc data analysis


Questionnaire Management

Questionnaire BrowserEfficient navigation through

Questionnaires, direct access to

Questionnaire management tools

Questionnaire ViewerQuick preview of the

questionnaire


Survey Management

Survey BrowserEfficient navigation through

surveys, direct access to survey

management tools

Survey AnalyzerAutomatic, real time survey

analyzer, featuring cross-

questionnaire analysis, direct

export utilities


Survey Execution

Demo customer

Survey ExecutionSpecialized intranet application

for customer care/ marketing

users. Enables direct, quick

questionnaire submission,

management and data analysis


Survey Analysis & Profiling

Profile AnalyzerAutomated, demographics

against those customers having

given specific answer, or having

certain status within a survey

Survey BrowserSearch using combination of

criteria, locate and manage

surveys


Decisioning Layer

Packages of Complex Business Logic

Named Set of rules determining which is the next question, questionnaire item based on

specific triggers, events or scheduled action

Segment DesignerCustomer segmentation engine

enabling interactive customer

base analysis and

segmentation


Analytics & Reporting

Specialized ReportingAdvanced, 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.


Criterion: Designing Target Groups

Attributes BrowserList of the attributes available for

segment definition. The list corresponds

to the selected entity (‘Customer’ in this

example)

Rule set summaryList of the rules defined along with the

partial impact (customers affected)

List browserThe list of values corresponding to

the selected attributes, along with

frequencies


Criterion: Designing Target Groups

datamine ltd

Decision Support Systems

22 Ethnikis Antistasis ave

15232 Chalandri

Athens, Greece

T: (+30) 210 6899960

F: (+30) 210 6899968

[email protected]


George Krasadakis

Head of Engineering & Product [email protected]

Contact

http://www.datamine.gr/

mailto:[email protected]

http://www.datamine.gr/

mailto:[email protected]