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CUSTOMER INTELLIGENCE
Through our Customer Intelligence Solutions, we provide the following services:
business analytics solutions
We assist our clients to get answers to most commonly asked questions and provide solutions using various statistical techniques.
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| Customer Insights |
Customer Insights |
Brand Insights |
| Customer spend enhancement model |
Customer profitability analysis |
Footfall analysis |
| Customer lifetime value |
Shopping mission analysis |
Loyalty management |
| Customer segmentation |
Customer perception |
Social media analytics |
| Customer profiling |
Brand perception analysis |
Voice analytics |
- Cluster analysis
- ROI analysis
- Factor analysis
- Univariate & multi-variate analysis
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- Customer behavior modeling
- Discriminant analysis
- Logistic regression
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crm solutions
With the increasing need of Organization to implement strategy for managing interactions with customers, clients and sales prospects, CRM Solutions have become a must for the SME and large Organizations. A typical implementation of CRM solution involves using technology to organize, automate, and synchronize business processes; mainly sales, marketing, customer service and technical support activities.
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| SOL undertakes the CRM projects on a holistic basis involving the following: |
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| A typical Organization’s adoption of CRM will involve: |
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| Key Drivers of CRM |
Evolution of CRM |
| Increase the product per customer |
CRM has become Customer Information Management (CIM) or Customer Data Management (CDM) |
| Measure and analyze campaign performance |
Current CRM is just not for Sales and Customer Services Platform but is required for various departments such Sales, Marketing, Operations, Business development and Production. |
| Ability to compare results across different type of campaigns |
Products are not able to provide the Golden Record of Customer to answer |
| Better customer service. |
How many products this Customer has? |
| Need for information and knowledge across multiple dimensions and business units |
What is the behavioural score or risk score of this customer? |
| Need for consolidated information at corporate levels |
What products do we cross sell to this customer? |
| Functional Data warehouse (Risk and Marketing) and identify customer churn. |
Which channel should we use to cross sell for this customer etc.? |
| Additional costs incurred due to duplication of data |
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| Address Data quality issues. |
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 Current Challenges faced by customer by only buying a tool based CRM product is that there are no ready made products available which can be implemented ‘as is’ and Customization is an expensive process. Hence SOL looks at implementing CRM from a holistic manner, which involves due diligence, consulting, recommending the right solution and then implementing and handholding through the transition.
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ion customer intelligence solution
Historically firms have spent millions of dollars building solutions that give a 360-degree view of their customer base but rarely do solutions offer the reverse - ability for customers to have a 360 degree view of the firm, its product and services. iON aims to overcome this imbalance through our flagship solution - High Performance Marketing (HPM).
HPM performs like the "best salesman in a box" for financial products - connecting consumers with personalized financial products. As shown in the figure below, at the heart of HPM, is a proprietary technology named iON which has three distinct modules - "Voice of Consumer", "Voice of Customer" and a Decision Engine matching the two while creating personalized product bundles.
Since HPM is cloud enabled, it can be implemented quickly and with minimum capital outlays and is truly a cross-channel solution. Clients can achieve multiple goals by using the exact same product across the three primary channels viz. "log-in", "walk-in" and "call-in".
When deployed on a self-service channel (web/kiosks) the HPM solution can significantly reduce the customer acquisition costs. While traditional direct marketing efforts have response rates below 1% and apply rates in single digits, our HPM solution has been benchmarked with response rates in the high teens and apply rates in the low teens.
When deployed on the branch and/or call center channels, the personalized bundles increase the product-per-customer metric from around 1.2 to over 3.6. These "high touch" channels, not only have higher apply rates but conversion rates also show significant rise thus increasing profitability. |
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