Are you effectively converting your audience insights into added value for your consumers? 80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree. With IBM Big Data & Analytics solutions you can acquire, grow, and retain customers by improving customer interaction, building long term relationships and realizing value from customer sentiment.

1. Big Data & Analytics
Acquire, Grow, & Retain Customer Greatest Hits
October, 2013

2. Data integration at Blue Cross
Blue Shield of North Carolina
enables superior customer
service
Need
• 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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3. 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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4. 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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5. © 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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6. © 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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7. 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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8. 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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9. 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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10. 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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11. 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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12. 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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13. 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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14. 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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15. 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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16. 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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17. 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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