1. Team Analytics | Sutherland Global Services | December 2014 Volume 1 : Issue 2
Delphi
SpotMonthly Analytics Newsletter
Your
guidepost for
value
transformation
with
analytics
In 2013, Sutherland instituted Analytics Platforms &
Productized Solution (APPS) to embark on a
visionary journey to build Platform based Analytical
Solutions. The APPS team built Cross Utility
Scoring Platform (XUSP) and happy to be
recognised as Top 7 Global Analytical Initiative by
Everest Group in the same year.
In 2014, the Team Analytics created an awareness
campaign to move away from generic MIS and
substitute with analytics driven strategies to provide
transformational value for our BPO engagements.
Our Platform XUSP is helping to embed analytics
as a key DNA component across our offerings.
Besides creating function specific teams across
Analytics, we are happy to set up Analytics Centre
of Excellence, Innovation Theatre, SMAC Support
and Visual Analytics.
During the last quarter of 2014, the Team Analytics
created Mission V to address key projects with
advanced analytics to change the way we
historically look at the trends and patterns. We
have moved away from generic MIS and delivering
new perspective to impact and drive KPIs towards
excellence. Our Mission V’s strategic focus is
bringing in “Predictive as against Descriptive”.
In 2015, we are stepping up our analytical
aggression with emerging technologies and happy
to announce our roll-out in Big Data Analytics. Our
guidelines are to Keep in pace with emerging
technology besides making it Inter Operable among
disruptive technologies.
We are excited to share our shape of things to
come which are to be primarily driven by SCRUM,
LAMP and SAAS.
Wishing you all a Merry Christmas & a
Happy New Year!
By Team Analytics
Social Media – The Emergence of a new Estate!
Every day, the digital world creates 2.3 zettabytes (2.3x1021) of
data and on top of it, 90% of the data in the world today has
been created in the last two years alone. About 75% of data is
unstructured, coming from sources such as text, voice and video.
This is the era of Social Media.
Despite the vast potential social media brings, many companies
think of social media primarily as a one-way promotional channel,
and have yet to capitalize on the ability to not only listen to, but
analyze consumer conversations and turn them into insights
helping them take informed business decisions impacting the
bottom line.
A recent survey conducted by Harvard Business Review Analytics
Services in which 2100 top companies of the world participated
gives some staggering insights:
75% of the companies in the survey said they did not know
where their most valuable customers were talking about
them.
31% do not measure effectiveness of social media.
23% are using social media analytic tools.
7% of participating companies are able to integrate social
media into their marketing activities.
With so much user-generated unstructured data available in real
time, brands and marketers face a challenge: How do we make
the most of this prodigious social activity? How do we reliably
analyze the sentiment of our customers, become more effective
in our brand positioning, and engage customers to encourage
brand promotion and eventually more sales.
Team Analytics from Sutherland brings to you our year end edition
of our monthly newsletter Delphi Spot focusing on this new
paradigm.
December 2014 Volume 1- Issue 2 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 1
Stepping into
2015 with
innovative
analytics
2. December 2014 Volume 1- Issue 2 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 2
Team Analytics is a technical pool comprising Data Scientists, Subject Matter Experts, Data Mart Architects, Software Engineers,
Strategist, and Operation Researchers. Few of our state of analytics work as exhibits are furnished below.
Our client is a non-profit health system in the United
States operating more than 20 hospitals wants to
identify the driving factors of patient satisfaction based
on three different survey results, HCAHPS,
CGCAHPS and Ticker( External market research
organization). They also want to text mine the open
ended comments provided by regular and
re-admitted patients. This will help client to drill down
the issues behind low satisfaction and increase Net
Promoter Score by improving specific areas of
concern
Goals
• Identify the Key drivers of satisfaction based
on three different survey results
• Detailed reports to drill down to the areas of
concern
• Text mining Patient comments
Approach
• Run statistical analysis using
Recommendation as the target variable –
Separate models for separate surveys
• Identify key drivers of satisfaction
• Perform Factor Analysis followed by Ordinal
Logistic Regression model to understand key
drivers impacting Satisfaction
• Provide detailed reports on significant drivers
of satisfaction
Exhibit - 1
For a Logistic client handling
international express mail
service, we are helping them to
improve collection by providing
customer segmentation and
recommending the treatment
strategy.
Solution Showcase - Patient Satisfaction – Survey Analytics
Exhibit - 2
One of our Multinational computer
technology client deals with Sales &,
Service worldwide. We deploy
analytics to identify opportunities in
reducing repeat dispatch by
predictive model to track key drivers
of repeat dispatch.
Exhibit - 3
U.S. based Postal service client competes
with global leaders in Courier Service. We
support their BPO needs besides enhancing
their revenue by up sell and cross sell. We
enrich their campaign data with propensity
models of hot leads by embedding analytics
driven targeted campaigns.
Results
• Three Models help to pinpoint key drivers to
address among 48 attributes and thereby
help to have a focussed solution
• Communication and Staff behaviour turn out
to be the key drivers of satisfaction, People
who were clearly communicated about the
cost and insurance facilities, on the
medications they are given, who has been
communicated clearly and treated with
respect by Doctors, nurses and clerks were
more satisfied with hospital services
Sutherland identified analytically driven
key significant drivers of satisfaction. We
applied Factor Analysis followed by
Ordinal Logistic Regression model to
understand key drivers impacting
Satisfaction
Exhibit - 4
Team Analytics deploys Cross
Utility Scoring Platform (XUSP)
for its client who leads in
Logistics & Supply Chain
Management. The Platform helps
to provide diagnostics of
Outstanding Payment among its
B2B Customers. For its B2B
customer, XUSP helps to score
customers at individual level to
prioritise collection campaign
based on payment propensity.
3. December 2014 Volume 1- Issue 2 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 3
Our Best Picks
Cloud computing is one of the 10
strategic technology trends for
2015, according to analysis from
Gartner.
http://www.cloudcomputing-
news.net/news/2014/oct/09/clou
d-underpins-majority-tech-
trends-2015-gartner-analysts-
find/
Computerworld's 2015 Forecast
Predicts Security, Cloud
Computing And Analytics Will
Lead IT Spending
http://www.forbes.com/sites/louis
columbus/2014/11/26/computer
worlds-2015-forecast-predicts-
security-cloud-computing-and-
analytics-will-lead-it-spending/
2015: The #IoT, #BigData and
#Cloud Come Together
http://t.co/U8lwdVGfgB - By
@AndersIvar_RSS,http://twitter.
com/EntMobile/statuses/545354
080592609283
#Hybridcloud could be king and
other tech predictions for 2015
via @talkin_cloud @dkobialka
http://t.co/poZEGfqoIR,http://twitt
er.com/DiDataCloud/statuses/54
5341541016150016
The Business of Emotion.....Big
Data
http://www.facebook.com/permal
ink.php?story_fbid=3171931851
55878&id=100005955966198
""ONLY 15% OF COMPANIES
EXPLOIT BIG DATA FOR
THEIR COMPETITIVE
ADVANTAGE""
https://plus.google.com/1012175
44641098419809/posts/LgoHW3
2W3qz
""Big Data? That's so last
decade. What we live in today is
an era of Massive Data""
https://plus.google.com/1095358
58769932791011/posts/8zSf8M
8TZsf
2015: The Year The Cloud
Bursts - http://t.co/n5gmS2ZrQK
#cloud
http://twitter.com/center_cloud/st
atuses/545151484573536256s
The big buzz around Social Media
has touched its dizzying heights
and now it is more than a virtual
reality. Team Analytics of
Sutherland offers Social Media
Analytics in helping clients to
realize its full potential by tracking
and triggering a domino effect.
Share of
Voice
Comparison
with
Competitors
Improves Brand Image
Increases Customer
Profitability
Builds Customer Loyalty
Improves Campaigns’ ROI
Reach out to us for your Social Media Analytics. Our Innovation Theatre and SMAC support teams
can help you explore Visual Analytics and High-Performance Analytics to know your customer
pulse. Please e-mail to AnalyticsBD@sutherlandglobal.com
Voice of
Customer
Forum
Analysis
Our Social Media
Analytical Offerings
Social Media Analytics helps to track your Brand’s image in the social media
world. It Captures what customers are talking about you and where. Our
Analytical insight analyzes the prevailing sentiments and identifies influencers.
We can help enhance the capability to communicate with them for issue
resolution and feedback.
Use Social media Analytics to achieve higher customer satisfaction.
Does the Future Lie with Embedded BI? By Saar
Bitner At the onset of 2015 it seems that Business
Intelligence software has become a nearly consensual
part of any data-driven organization. Today
companies large and small are realizing, more than
ever, that ""data is power"", and that harnessing this
power requires the right tools for the job. But in the
near future we might see BI take another...,
http://www.findata.co.nz/News/35184922/Maxim_Integ
rated_to_Present_at_Upcoming_Investor_Forum.htm
#post-1
#Prediction for 2015? Usual suspects: #dataanalytics
#socialcommunities #segmentation #Automation
http://twitter.com/fuziosparc/statuses/5451526348148
69504
Delphi Spotoon
Our SMAC
initiative
supports
clients with
Social Media,
Mobility
Solutions,
Analytics and
Cloud
MS CA
Editor’s Pick – Must Read!
“Innovating Analytics is a
compelling exploration of the
potential power of customer
experience metrics in the
modern age. Larry Freed’s
combination of academic
research with practical business
implementation makes this
book a must-read for any
business leader.” Mark
Mahaney, Managing Director
at RBC
