BUSINESS SITUATION
Our client wanted us to create a Business Intelligence (BI) layer for its stakeholders and associates. The client wanted to provide full data access to associates through the BI-layer over structured and unstructured data, enabling them to perform an in-depth exploratory analysis.
SGA APPROACH
- We developed a visualization layer with the necessary features, such as the ability to drill down, benchmark, and set alerts/reminders
- We created automated pipelines across the data sources to ensure automatic updates.
- We incorporated user segmentation on the user base by their usage level to provide:
- Lead indicator for cancelation (inactive users are 2–3 times more likely to cancel than active users)
- Actionable measures for SAM (Serviceable Available Market) to support retention activity
- Enable prioritization of SAM activities by targeting specific usage segments.
- We aligned users to specific trading businesses based on their application and instrument usage trends.
ENGAGEMENT
We analyzed our client’s as-is process and built a Usage Analytics solution to analyze active v/s inactive users, user behavior patterns, and challenges related to the accessibility and availability of the systems.
BENEFITS AND OUTCOMES
- Our solution helped the client save 1,200 Person Hours of manual work through automation, resulting in an increased (30+%) user adoption
- This helped CSMs' in customer retention based on tracking their activity week-over-week.
KEY TAKEAWAYS
