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Case Study: Effective implementation of innovative
CRM strategy

Quick Facts

  • Solutions and Services :

    Consulting
    Data Management
    Analytics

  • Industry :

    Information Technology

  • Organization Size :

    Fortune 100

  • Country :

    USA

Summary

Division of IT giant fashions CRM solution for effective enterprise account management to drive annual benefits of USD 200 million

Business Challenge

In order to improve the efficacy of its relationship management with top customers, the company decided to review its sales & marketing processes and put a innovative client management strategy in place.

To drive and execute this plan, it was realized that a new role needs to be created, that of a Customer Specialist Manager (CSM). The new role would manage relationships globally with its 5,000+ enterprise customers to oversee product deployments, customer satisfaction and license renewals, while creating cross & up selling opportunities for other product families.

The company engaged Annik to help create a robust solution that would lay the foundation for its new strategy.

Our Solution

Annik process consulting and BI professionals worked closely with the client team to understand the sales workflow role clarity.

The consultative approach focused on five key areas –

  1. Understanding the sales motion and mapping the underlying scenarios
  2. Identifying the various data attributes and cataloging the multiple systems, acting as a primary data-source for the CSM
  3. Using BI and advanced analytics to create various scenarios that may arise at every stage of the 360-degree customer lifecycle
  4. Conducting a comprehensive need-gap analysis of the various situations and then creating the best-fit win-win scenarios
  5. Creating an effective visualization (comprehensive dashboard) for the CSM function

Results & Benefits

Annik successfully helped the company define and implement an innovative sales & marketing strategy, while growing and sustaining their leadership position for the long term.

The success of this CRM-consulting engagement helped the company –

  • Influence various product licensing-contract renewals
  • Consistently reap benefits out of the various cross & up selling opportunities presented to it by the BI-scenarios in the CRM Analytics Dashboard, which continue to influence sales to the tune of USD 200 million annually

Value Proposition

Through the implementation of an integrated solution encompassing process consulting, business intelligence and analytics, Annik was able to support the client in ramping up its new sales strategy faster and more cost effectively. Our advanced visualization technology solutions, which included scenario-building, improved the client’s ability to more accurately assess need-gap areas to fulfil.

 

Case Study: Improved Customer Engagement for
Investment Services Company

Quick Facts

  • Solutions and Services :

    Data Management
    Analytics

  • Industry :

    Financial Services

  • Organization Size :

    India Top 5 in Category

  • Country :

    India

Summary

Annik designs and implements a data-driven Customer Engagement Model that helps client achieve an incremental revenue growth of 3-4% YoY

Business Challenge

A product group of an Investment Services company needed to address decreasing retention rates of its customers and increase revenue growth. Goals included:

  • Improve retention among current policyholders using targeted communication and cross-selling
  • Enhance customer experience
  • Identify potential new customer segments that were more likely to purchase its policies
  • Competitive set analysis

Our Solution

Annik designed a program to help the company understand the life-cycle of its customers and do a comprehensive need-gap analysis of its existing and prospective market segments. Annik deployed a team, skilled in Analytics and Data Management, deliver a solution that included advanced statistical models, optimization methods and visualization using Annik Rapid Dashboard Framework. The solution approach focused on these core areas –

  1. Data remediation & Customer understanding
    • Standardize, de-dupe, clean
    • Customer profiling
    • Forecast & track KPIs
  2. Retention & Cross sell
    • Behavioral predictions 
    • Cross sell, up sell, response prediction models
    • Assess impact of marketing programs
    • Campaigns for retaining high value customers
  3. Estimating Lifetime value and Profitable acquisition
ImprovedCustomerengagement1
ImprovedCustomerengagement

Results & Benefits

Annik helped the “Investment Services” company get to the root-causes of their client retention problems and this provided them ample scope to improve their service-model.

The success of this engagement helped the company, getting a plentitude of benefits like –

  • Complete 360 degree view of customers
  • Data driven marketing resulted in an incremental revenue growth of 3-4%
  • Leveraged value from customer signals to engage with customers in ways that mattered more
  • Improved customer loyalty and engagement

Value Proposition

Through a thorough understanding of the marketing and segmenting models to be applied to this business problem, Annik was able to provide a cost effective service model to drive enhanced customer satisfaction

 

 

Case Study: Data Quality Management solution
for a Research & Advisory Firm

Quick Facts

  • Solutions and Services :

    Data Management
    Data and Process
    Consulting

  • Industry :

    Information Services

  • Organization Size :

    Top 10 in category

  • Country :

    USA

Summary

Advisory firm creates a Data Quality Framework that standardizes process across 13 global business units and improves organizational productivity

Business Challenge

Aleading market information and advisory services provider needed to improve the quality and consistency of its large data repository, while delivering productivity benefits.

Challenges included:

  • Inconsistent process and quality controls, process decay and multiple dependencies that inhibited the realization of its operational ROI
  • Siloed and unstructured data quality process, lacking compliance to the industry prescribed standards

Our Solution

Annik professionals, skilled in Data Management and Process Consulting, presented a solution that applied best-practices of data management and quality methodologies.

The integrated solution was based on two crucial tenets –

  1. Standardized bands for tolerance and variance checks on data values
  2. Formalized customer defect handling process, beginning with classification of issue to delegation for resolution and response

Results & Benefits

Annik helped the client create a data quality standard that is flexible enough to be structured from a top-down or bottom-up view, as per the needs and process flow. Foundation for scalability and consistency was achieved.

The engagement enhanced the thinking of the firm towards data quality processes and helped then create

  • Refined, reliable & relevant Data Infrastructure
  • Operational Scorecard to assess cost vs revenue and help identify key factors for driving business decisions
  • Standardized process across 13 BU’s to create a baseline to further reduce lead time and enable improvement
  • Detailed process maps documented for data quality
  • Improved average employee productivity by over 30%
  • Shift from “siloed” data quality function to a organization-wide standardized quality framework
  • Enabled implementation of ISO Quality Management Standards Certification

Value Proposition

Our data process and consulting expertise helped deliver improved productivity and cost savings while laying the foundation of scalability.

 

Case Study: Data Management and BI Solution for
Technology Products Company

Quick Facts

  • Solutions and Services :

    Business Intelligence
    Data Management
    Consulting

  • Industry :

    Information Technology

  • Organization Size :

    Fortune 50

  • Country :

    USA

Summary

Annik developed and implemented an Operations Scorecard Model to assess cost vs revenue and identify key factors to driving business decisions

Business Challenge

The company needed to simplify its strategic business decision building process in order to make it more impactful and drive cost savings. Goals included:

  • Create operational performance scorecard to identify key sales drivers, trends and root causes
  • Identify solutions and product combinations that drive cost in the business

Our Solution

Annik was able to design and implement a solution that blended the best-practices of data management and advanced data-modeling.

The integrated solution utilized the following approach –

  1. Develop contextual data integration strategy utilizing MDM, quality and optimization precepts
  2. Design Data Warehouse and develop ETLs for integrating data from external data sources
  3. Implemented Tabular Model Cube for processing metrics and measures
  4. Implemented business rules defining standardized bands for tolerance and variance checks on key parameters
  5. Formalized operational scorecard, complexity and cost model for order execution

 

Results & Benefits

Enhanced savings on operating expenses, while providing key insights for sustaining lead in its respective markets. Achieved through a well-defined, reliable & relevant Data Infrastructure. Operational Scorecard that assessed cost vs. revenue and helped identify the crucial factors for driving business decisions.

Value Proposition

Annik was able to bring together a team that had end-to-end capabilities in each of the key functions required for this complex solution. Using a combination of onshore and offshore experts, we were able to effectively deliver overall savings.

 

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Data Management is core to what we do at Annik – it’s our DNA!

Global to local, ecosystem-wide to siloed, structure & unstructured, internal & external data sources – we’ve handled a wide-range of Data Management engagements over the years and succeeded where other suppliers have come-up short.

 

Annik’s Data Management solutions pave the way for scalable BI, Analytics, Reporting and Performance Management in your enterprise.

 

Better Data Yields Better Decisions

At Annik we’ll help you design and implement data quality improvement and governance programs with improved segmentation, hierarchies and even enriched profiles of your data.  We can help you create rolled-up and white-space views across all of your businesses, partners, geographies and territories. We’ll also issue reports of your financial accounts, products, opportunities, channel partner activities, service and feedback requests as well as other business-critical information in your organization. Using Annik Data Management solutions can help you reach 360º visibility as well as drill-down and zoom-out capabilities critical for data-driven decision-making in today’s competitive environment.

 

Master Data Management

” Transform your data into a trusted corporate asset “

Master Data Management (or MDM) is a comprehensive method of enabling an enterprise to link all of the relevant data within its critical line of business applications into a single unified view or reference base. When properly done, MDM streamlines data sharing among personnel and departments. In addition, MDM can facilitate computing in multiple system architectures, platforms and applications. The benefits of the MDM paradigm increase as the number and diversity of organizational departments, worker roles and computing applications expand.

When companies merge, the implementation of MDM can minimize confusion and optimize the efficiency of the new, larger organization. For MDM to function at its best, all personnel and departments must be coached on how data is to be formatted, stored and accessed. Frequent, coordinated updates to the master data file are also essential.

 

Annik’s Data Management Capabilities

Annik offers unique value within your MDM initiatives as we have developed a strong competency and understanding around MDM’s strategic purpose, the necessity to blend and direct technology, process, and personnel toward the goal of developing a single view of the key business entities (customer, supplier, partner, product, campaign, etc).

Annik can integrate our Data Quality and Governance solutions as key components within your MDM program, enabling you to leverage proven experience and capabilities in addition to tools and processes inspired by delivery excellence and reinforced with Six Sigma methodologies.

Annik is a strategic data solutions partner within massive-scale MDM initiatives encompassing some of the largest CRM databases in existence in the world. Our leadership within the data quality and governance domains coupled with our focus and use of over-assurance methods defines our differentiation.

Annik also recognizes that no single supplier provides a comprehensive solution to encompass key data management processes within data lifecycle. We focus our solutions and services to provide you with tangible gains in effective use of your data deploying processes – technical and manual – to cleanse, repair hierarchies, link, merge and standardize to enable you to achieve gains in overall quality and effectiveness of those assets.

 

Data Quality and Governance

Good data quality means that an organization’s data is accurate, complete, consistent, timely, unique, and valid. Sound business decisions rely upon clean and consistent data sources that provide information about an organization’s products, suppliers, financial details, and most importantly, their customers. The better the data, the more clearly it presents an accurate, consolidated view of the customer, across systems, departments and line of business and the more likely that an organization will be in a position to meet or exceed its goals.

Data Quality describes various categories of desirable attributes (or dimensions) of data. These include accuracy, currency, completeness and usability.

Annik provides data profiling, cleansing, standardization, linking & matching, hierarchy management, and enhancement services.

 

Annik’s Data Quality Capabilities

Annik works in harmony with trusted data sources (Dun & Bradstreet, Acxiom, InfoUSA, Experian, etc), data governance processes, our custom tools and skilled data analysts, and your business rules in order to resolve exceptions and improve the quality and effectiveness of data assets within your product, financial, supply chain, and customer information management systems.

Annik has developed data quality analytics solutions that enable you to profile and analyze your progress through customized Scorecards. These tools can be adapted and applied to independent data quality projects (or incorporated into enterprise Data Governance and MDM initiatives).

 

Annik Data Quality Solutions

  • Profiling
  • Formatting, standardization, structuring
  • Cleaning & de-duplication
  • Matching, including fuzzy-logic, and creating integrated entities
  • Hierarchy Management
  • Enrichment
  • Real time data quality capabilities
  • Connectivity/ adaptors
  • Monitoring & scorecards
  • Taxonomy & library capabilities
  • Metadata capabilities
  • On-site/ off-shore flexible-fit resource model

 

Annik’s Data Governance Capabilities

Annik provides clients with key management insight in terms of how data stewardship creates and manages the appropriate metrics and controls surrounding data management processes.

We can:

  • Seamlessly support the processes within an ongoing governance program,
  • Provide leadership and insight for organizations building a governance program,
  • And adapt our proprietary data governance tools for use within your data governance program

 

To sum it all up:

Annik Data Management Solutions solve for and may be optimized to run in our Managed Service model for challenges, even your most extreme ones:

  • Product, Customer, Financial and Employee data
  • Procurement-oriented scenarios
  • Operational challenges
  • Diagnostics and Analytics
  • Shared Services Model

 

Key Benefits of Annik’s Data Management Solutions

  • Accelerated Time to Market – Providing a single system for creating and maintaining product information, promotions and rich, accurate consumer communications via online and traditional channels.
  • Optimized Supply Chain – A single, accurate and agreed upon definition of products and suppliers, made possible by MDM, eliminates duplication, increases buying power, and provides insight into supplier relationships.
  • Increased Revenue and Improved Relationships By creating a single 360 degree view of customers, help sales, marketing, and service teams better anticipate customer needs, provide targeted offers, and improve customer service.
  • Improved Operations – IT, Procurement, Finance and HR departments eliminate information silos that have developed across their companies, reducing integration and maintenance costs by eliminating redundant systems, enabling collaboration, and improving functional and business productivity.

Case Studies

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Case Study

Division of IT giant fashions CRM solution for effective enterprise account management to drive annual benefits of USD 200 million...

Case Study

Annik designs and implements a data-driven Customer Engagement Model that helps client achieve an incremental revenue growth of 3-4% YoY...

Case Study

Advisory firm creates a Data Quality Framework that standardizes process across 13 global business units and improves organizational productivity...

Case Study

Annik developed and implemented an Operations Scorecard Model to assess cost vs revenue and identify key factors to driving business decisions...

Testimonials

Annik analyses the data scenarios from all vantage-points, with an in-depth view of our business operations that we hadn’t seen before. We were able to revamp our CRM efficiently, immediately showing results

- VP, Sales & Marketing,
IT Company

Annik makes it easier to implement long-term solutions for the most intriguing problems, not short-term budget-driven fixes

- Head Customer Services,
xxx Financial Corp

We could not be more pleased with our recent scorecard dashboard. Annik provides me with a complete data technology solutions within my budget, when it comes to ROI

- Chief Data Officer,
XXX Corp


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