Systematic use of data for personalized customer communication
CRM Analytics enables companies to systematically analyze and use existing data. Based on effective analyses, our Analytics platform supports customer service through real-time generation of new insights and specific recommendations for action – tailored to customers’ individual needs and channel preferences. This enables us to provide customers with a personalized, unique service experience and thereby to boost your company's brand image.
Strategic key figures allow to intelligently steer the customer journey along the entire customer life cycle. We are able to anticipate both current and future customer behavior and use our results as a basis for optimizing each case of customer interaction. This can lead to an increase in revenues, a rise in contribution margins and potential savings. It can also improve key figures in sales, marketing and customer service. At the same time, we create a positive customer experience. In implementing CRM Analytics, we consider privacy regulations as well as the increase in data volumes and complexity, facilitating their application across all areas of your day-to-day business.
- 360° Cockpit
Relevant information from various sources is displayed at a glance and in a clear way for the customer support representative. The customer dialogue is managed by means of a single user interface and “next best actions” (NBAs) can be carried out directly from the Cockpit.
- Generation of next best actions in real time
NBAs are generated and displayed in real time. This facilitates a proactive, targeted customer dialogue including personalized offers.
- Automatic optimization
The Analytics algorithms learn from previous customer interactions, ensuring personalized and continuously optimized dialogue with each customer.
- Integration of external sources
Besides CRM systems, additional data sources and third-party systems are integrated.
- Scalability and capacity
The platform also reliably processes larger volumes of data.
- One-stop service
Arvato ensures fast implementation on the basis of existing processes and IT infrastructures, guarantees compliance with legal requirements and handles operations and maintenance.
Increase in customer satisfaction and customer value through personalized, relevant offers via the preferred contact channel
Trends in Customer Services
Trends and Digitization in CRM 2018: There Is Still a Lot to Be Done
The focus for businesses all around the world is on optimizing customer experience. But to what extent do they use the opportunities offered by digitization – and in what areas? How do especially successful businesses distinguish themselves from the competition?
Accurate and Personalized: Analytics at a Glance
Analytics is a hot topic – but it comes in different varieties. An overview of descriptive, predictive and prescriptive analytics in customer service and shows what companies have to gain.
The Use of Analytics in Retail: Better Advice at the Point of Sale
Digitization has already irreversibly changed commerce and the way we shop. Today, customers are increasingly expecting customized offers at the point of sale – online and offline. Powerful analytics solutions, based on customer data, can help to improve the shopping experience and to make customized offers. Find out more at Future. Customer.
Analytics in the tourism industry: harnessing customer insights
Many tourism companies don’t know much about their customers‘ preferences and needs, although this data is decisive for a targeted customer relationship marketing and customer loyalty. The information derived from the data can be used to generate so called next best actions – recommendations for actions which help the customer service representative to make specific offers.