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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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Annik’s Data Process and Consulting practice helps you focus on identifying and solving the right problem with the right data solutions for your enterprise

The most strategic engagements start with our unique blend of Data Process and Consulting based on DMAIC, Lean, Information Architecture and Annik’s Data & Process Stack – a comprehensive framework, methodology and solution realization formula.

 

Data and Process-Living in Harmony

What if you could make your marketing budget 20 percent more efficient? What if you could grow your profits by five or six percent, or reduce your operational expenses? It’s possible with proper BI and analytics in place, utilizing the right master data management and data governance implementation as well as enterprise-wide data governance business processes to make it work.

At Annik, we look at business process and data together using our widely-proven industry & technology-agnostic framework:  The Annik Data & Process Stack.

Our Data Process and Consulting practice is armed with pragmatic methodologies for assessment and improvement opportunity identification.  With the quantified business case for change and incremental ROI solution roadmap, we bring the light required to help clients get find the right path and help them design, build and deploy scalable enterprise BI, Analytics and Performance Management solutions.

 

Better Process Yields Better Data.

At Annik, we see BI and analytics initiatives at major enterprises falter, despite major investments in time and capital, simply because there is a fundamental lack of understanding of the many enterprise-wide business processes that must work well in order to implement the initiative. Annik data & process practitioners analyze existing processes, spot flaws, design changes and simplify processes. They then simplify, integrate and implement these new processes with optimal architecture in order to maximize performance while eliminating pain points.

 

Data Process and Consulting.

There are many companies that build and install BI & Analytics software but have little experience designing, creating and implementing the business processes, data capture and reporting that make it all work through entire enterprise. That’s where Annik comes in.  Our consultants use a five-step assessment framework that serves as a logical progression to discover process and architectural issues, establish more efficient ones and then implement them successfully while also mitigating risk and promoting stability.

1 Starting at the Very Beginning

Every business process and thus data challenge has a beginning. Annik practitioners start by looking at the landscape. They build awareness--identifying challenges, stakeholders and baseline processes. They then build core process maps and data flow diagrams. They look for inefficiency and instability in existing processes, data inputs, transformation and outputs, and then drill-in to find areas of non-value. This approach gets to the root of problems quickly and holds them up for critical analysis with the stakeholder group.

1 Process Design

Next, Annik practitioners use additional process analysis techniques and formulate hypotheses for design improvement. They also map the value stream, analyze risk and look for areas to make business and IT processes leaner. The goal is to bring the core business processes to a stabilized interim state where new processes can then be tried, measured and improved.

1 Process Management

With new processes in place, they are analyzed for variation and information flow. Annik practitioners look at items such as service level, performance, customer satisfaction SLA adherence and readiness training. Then, based on results, they may recommend more changes, or determine that the effort has garnered a “quick win” with no more process change required.

1 Integration

This is where process workflow is consolidated and implemented with other enterprise process and data flows. Issues of instability are identified and corrected. Handoffs are made to the various business units and roles are clarified. At the same time, the process is made leaner where possible and risk is further managed and mitigated.

1 Consumption

With the entire process integrated, data & process consumers across and even outside the organization are trained for improve awareness and gain additional productivity. Downstream processes are established here to measure and determine the impact of changes with an eye to improving the overall process lifecycle.

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,
Financial Services Company

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,
IT Company

The people you talk to at Annik are experts and were familiar with the problems I face

- SVP, Strategy,
IT Company


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