Retail Applications
Solutions For
Identify By · Behavior Patterns · Rules-Based Metrics
Key customer relationship are not always obvious – especially when customers have a portfolio of locations and multiple billable entities
Qualification for key account status based on spending levels and program participation can be complicated to identify and track
Implement qualification rules for key accounts
Implement aggregation rules to identify portfolio relationships
Classify every customer at both individual account and aggregate customer portfolio level
Enable profitability analysis by key account relationship
Identify key account customers by evaluating total portfolio behavior
Enables more focused customer programs by identifying impactful decision makers in customer base
Insight From Multiple Sources · Internal and External
Key customer insight data is often located outside of systems-of-record
Valuable customer information is located department-level computers or desktop spreadsheets that are not accessible by systems-of-record
Customer entered and customer maintained data needs to be incorporated into customer insight apps
Public domain information (eg. tax records) must be incorporated into customer insights
Implement continuous real-time data import from systems-of-record
Implement continuous real-time data import from department-level computers and desktop applications
Implement continuous real-time data import from public domain sources
Implement continuous real-time data import directly from customers
Deeper key customer insight
Enables all customer information, regardless of where it resides, to be incorporated into 360 degree view of customer relationship and customer activities
Fractal Programming enables continuous real-time data import
Data import tools work with internal and external data sources, including public domain data
Data import tools work with desktop resources such as spreadsheets and text files in addition to data exports from systems-of-record
Customer data entry / import supported
Customer Data Mangement · Key Contact Information
The scale of customer base can make data management and automated communication challenging
Customers need to be able to update contact information and preferences to track changes in their internal organization
Contact information for problem notification can be different than billing contact
Customer portal that enables customers to update their contact information and preferences
Internal support portal for use by call center and key accounts team to track and update customer contact information
Customers proactively notified and updated on issues
Organizational and contact changes continuously tracked and updated
Fractal enables data portals to be easily built for both internal and external customer use
Flexible database definitions enable easy addition of attributes for tracking priority accounts
Native email, text and voicemail communication for alerting and alarming
Solution scalability for entire customer base
Customer Data Available On · Desktop · Mobile Devices
Customers want access to their data on digital devices
Customers want to do scenario analysis
Customers want budget forecasts
Customer want to supplement their data
Parallel customer care and billing system that is accessible from customer’s digital devices
Instant customer visibility to their real time bill
Customer can test scenarios in real time
Customers have easy access to budget forecasts
Customers can self-service their data needs which frees up key account and call center resources
$10 million development cost savings and customer support cost reduction for customer information portal
Delivered a parallel customer care and billing system in 90 days at 1/10th the cost of legacy system
App provides customer rate plan scenario analysis, budget forecasts, and enables customer to enter supplemental information
Customers can self-service their information needs on web portal from their digital devices
Web Services · Account Information · Customer & Program Info
Customers increasingly requesting programmatic access to their data
Large customers want convenient access to their entire portfolio of accounts and associated information
An API is necessary in order to make many third party services available to customers
Web services API’s are exposed as components of parallel systems for managing billing data and customer information
Customers can access the data both via interactive web portals and via programmatic APIs
Multiple data format supported (JSON, XML, CSV) as well as custom data formats
Increased customer satisfaction
No additional load on IT resources
Third party services easier to enable for customers
Transform · Customer Care · Billing
Billing system too complex to easily modify
Needed 360 view of major corporate customers
Give customers ability to self-service their data needs
Check each bill for 100% accuracy before sending
Give key account team flexible customer info
Delivered parallel customer care and billing system costing 1/10th of legacy app
Reconciled every bill before being sent to customer
Delivered customer data portal to all customers
Entire solution in production in 90 days
Gained deeper understanding of largest customers
Key accounts team and call center increased customer satisfaction
Eliminated need for $35 million billing system rewrite
