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The AA, a leading provider of roadside assistance services in the UK, needed a solution that would enable it to underwrite a prospective driver and deliver a risk-balanced, competitive insurance quote with sub-second speed. This was particularly important as insurance comparison websites in the UK give top billing to insurers who respond fastest to online requests for quotes. The AA wanted to target and provide highly competitive insurance rates to customers with the best driving records. To do this, they needed to be able to go beyond website provided data and create a more complete risk profile of a driver before determining eligibility and rates. The AA subscribes to multiple services that enable them to validate the information an applicant submits and enrich that information with data the applicant may not have provided.

Havas Media, a fast-growing media agency with over $2 billion in annual revenue, was facing a challenge in the media buying market. Clients wanted to understand each step of the media buying process, including where their money was going, why it should be going there, and the results of their investments. Havas Media's previous approach involved a team of SQL programmers to prepare the data and SAS programmers to interrogate it. This process was not only time-consuming but also not client-facing. Havas Media was in search of a software that would allow both technical and non-technical users to easily conduct analytics and explain these findings to clients.

The Company, a leading provider of Specialty Benefits Management solutions, was struggling with managing the extraordinary amount of data associated with benefits management in healthcare. As the number of insured members increased, it became crucial for them to leverage the constant influx of data to achieve operational efficiency. Their previous approach involved multi-month cycles with IT normalizing the data, and inconsistent ways of implementing their models into production. In order to scale their data efforts and achieve a more streamlined process, the company needed an end-to-end advanced analytics solution, from data blending to modeling.

Remind101 is an educational technology provider that offers a communication tool for teachers, students, and parents. The service is used by over 600,000 teachers in the United States to send millions of messages every month to over ten million students and parents. The Remind101 team measures their success in terms of user acquisition and messages sent per teacher. To drive adoption of the service, Remind101 users must find the app experience to be simple, fast, and predictably stable. If the mobile app crashes or lags, user acceptance will suffer. When issues do arise, Remind101’s target audience is not likely to be able to provide much assistance regarding the source of these problems. Without additional diagnostic or troubleshooting information, the job of debugging and resolving these flaws is a laborious, error-prone process for Remind101’s team. These time-consuming detours waste precious engineering energies that should be spent developing new features.

Azul Airlines, a startup launched in 2008, has been disrupting the classic airline model by offering frequent flights to over 100 destinations in Brazil, French Guyana, and the United States. As the company grew, it realized the need to bolster the customer experience on the ground. To complement the on-the-go lifestyle, Azul needed to provide a way for their customers to conveniently book, manage, and access reservations – preferably, one that didn’t require them to be chained to a computer, waiting on hold for a customer service agent, or standing in line to check-in for their flight. Building and managing a successful mobile app presented great challenges. With scores of daily flights, Azul is dealing with a host of passengers from different countries, time zones, language groups, and so on. They needed to build an app that could cater to a diverse user pool and scale easily. Crucially, the app also had to provide customers with a convenient way to organize travel plans and seamlessly go from point A to point B. This hinged on the app’s stability and simplicity.

The retailer offers a variety of mobile apps for both customers and employees. Customers use these mobile apps to access news, make purchases, and become ambassadors of the brand. Employees use mobile apps to access inventory and shipment information, and implement point-of-sale transactions. In short, mobile apps are helping the retailer streamline operations, improve profitability, and provide better customer service. In order to deliver on a diverse set of applications with a relatively small in-house mobile group, the retailer adopted modern software development techniques such as Agile, Continuous Integration, and Continuous Delivery. However, the team still faced fundamental operational issues, such as understanding overall app stability, viewing network diagnostics, and conducting root cause analysis of crashes. In earlier versions of the mobile app, customers commonly ran into stability issues. These problems led to bad reviews, which naturally suppressed the number of app downloads. Making a great first impression is particularly important in retail as transactions are intimately tied with mobile app usage. If a shopper opens an app for the first time and experiences an error, it is highly likely that he will never use it again. On the internal, employee-facing side, flaws with pilot projects took up to two weeks to identify and correct. Furthermore, the retailer was often left in the dark, relying on anecdotal evidence from store associates. Since field personnel are not trained software testers, they were unable to provide sufficient information to assist the IT team in identifying the sources of these problems.

In its quest to deliver a cutting-edge customer experience, the company realized that it was time to prioritize mobile. They had created a basic app, but after discovering the consumer hunger for apps, they knew they could go much bigger. It was time to put their award-winning services, from claim management to policy assistance to benefits review, directly in the hands of their customers. Insurance apps are complicated by nature, because they have both business-to-consumer and business-to-business offerings. Individuals want a straightforward customer experience to check the status of a claim or review their coverage options. If brokers are going to do business via mobile, they need a seamlessly operating app; their livelihood depends on it. For instance, if an app crashes during a policy bid, they could potentially lose out on thousands of dollars. The company needed proper visibility into their mobile offerings to make sure that they could stand alongside its other superior services. To cater to all its customers, the app needed to work on both Android and iOS operating systems. It also needed to be fully functional for both individual and business users.

DeNA offers an impressive portfolio of mobile and online services. It boasts over 1,000 web games and 100 mobile apps developed natively, with many having upwards of 10 million downloads. It has a diverse user base to match, running the gamut from games to e-commerce to entertainment content distribution. DeNA currently mobile apps on several platforms, focusing on Android and iOS. Gaming apps require extremely detailed coding at every level. The user experience, which of course is of the utmost importance, hinges on this. Creating a successful app is one thing, but maintaining that success becomes a huge headache for developers. To DeNA’s dismay, several of their creations received negative reviews in the App Store and Google Play. The feedback was mostly focused around the instability of their mobile apps, which caused many customers to abandon ship. DeNA needed a robust mobile-first solution that was capable of dissecting problems to understand real-time, real-world performance.

The Spanish bank, a leader in European banking for over 50 years, recognized the need to adapt to the mobile lifestyle of its customers. Spain has one of the highest levels of mobile penetration in Europe, with smartphone owners making up over 55% of the national population. This trend led the bank to release a personal banking app. However, the initial app received lower user ratings than expected. The bank had a variety of user personas to contend with. Although an impressive 50% of its customers had adopted mobile, the remainder were still banking on their computers via a web browser. The mobile development and customer team needed better end user intelligence so they could easily understand how to enrich the mobile experience to help it achieve parity with – or even surpass – the web experience. The team also needed a solution that would help them maintain the stringent security measures that banking requires.

The bank wanted to create a mobile experience that would make banking convenient, quick, and compelling for their customers. The mobile banking landscape is a competitive and complicated one, with most institutions offering apps, so they had their work cut out for them. Providing a seamless and stable customer experience was paramount. However, a banking app is a complicated beast. Stringent security measures combined with a complicated technical backbone created a plethora of potential fail points. For instance, “mobile unavailable” messages plagued many customers. Because the bank couldn’t reproduce the app failure notifications, they were unable to diagnose the root cause of the issues. As an institution that always puts the customer first, the bank wanted to understand where failures were happening. To monitor the pulse of current performance and address any issues, the team needed real mobile app intelligence. In addition to standard features like Touch ID or Mobile Check Deposit, they also wanted to be at the cutting edge of the industry and deliver the innovations that customers were clamoring for.

B&H Photo, a major supplier of photo, video, and audio equipment, has been a technology leader in the retail industry, offering online ordering and mobile applications since 2009. However, with the increasing importance of mobile users, the company faced challenges in maintaining the quality and performance of its mobile apps. Customers generally did not report app flaws and crashes, leaving the IT team operating in the dark. Certain key APIs were experiencing slow performance, but the exact cause of these issues was difficult to ascertain. This resulted in increased latency and potentially alienated customers. The company was dedicating crucial development talent to deciphering these app issues, instead of focusing on innovation and new features.

Groupon is focused on ensuring an exceptional mobile user experience through their mobile apps. As such, they must be proactive in managing app performance and user experience. Because of the transparency of app store ratings, it is more important now than ever to delight customers. This is no trivial task, however, as complexity and fragmentation across the mobile ecosystem causes many challenges. Groupon turned to Apteligent for a solution that would delight customers with app quality and user experience.

The hospitality company, with over 4000 hotels worldwide, recognized the need to attract a younger generation of customers, particularly millennials, who are more comfortable with mobile technology. The company's existing app was plagued with stability and performance issues, leading to poor reviews and ratings. The company realized that to deliver excellent customer service to this demographic, they needed to provide a seamless mobile experience. This meant their apps needed to make it easy for customers to find hotels, make reservations, check-in, and more.

Peloton, a company that offers high-energy group fitness products, had to completely re-invent fitness equipment to deliver a stellar product. Their Internet-of-Things inspired experience consists of a cutting-edge carbon steel bike with a near-silent belt drive and magnetic resistance flywheel, combined with sensors for a smooth, motivating, fun ride. The bike is equipped with an integrated sweat-resistant console that can link to heart rate monitors and wireless speakers. The console tracks calories burned, cadence, and power output. Peloton also offers live-streaming and on-demand classes with music from some of the best indoor cycling instructors broadcast directly to the Peloton bike. Riders can track progress and motivate friends before, after, or during class with a leaderboard. Additionally, instructors monitor live statistics to help motivate you during the class. To offer the most effective workouts in the world, Peloton must ensure the experience of their IoT bike is fast and flawless. Peloton requires proactive insight into the customer’s experience, making sure not to react to support calls with minimal context.

Showroomprive, a leader in European e-commerce, faced the challenge of making their mobile experience universally accessible for their customers. They created both iOS and Android native apps, which had to be offered in eight different languages due to their diverse customer base across Europe. However, they quickly realized that mobile is a completely different creature than web, and thus faced the formidable task of understanding this relatively uncharted user experience. The mobile challenge was further complicated by the company's plans to enter new international markets.

QxMD, a company that creates high-quality, point-of-care tools for healthcare professionals, was facing challenges in optimizing the performance of its mobile apps. These apps, which are used by over 568,000 physicians and 1,279,000 healthcare professionals worldwide, assist doctors by simplifying the use of clinical prediction models at the bedside and improving access to critical information. However, the company was struggling to ensure flawless performance, which is of utmost importance given the critical nature of the apps' functions. The team had tried Google Analytics and iTunes’ monitoring tools but found that these did not provide the actionable diagnostics and information necessary to optimize performance.

Smule, a San Francisco-based company, offers apps that allow users to sing karaoke, play guitar and piano, rap, and more through their smartphone interface. They also feature a global social network so that users can share their musical performances with friends. Smule’s flagship apps are free to download and use; fans pay for subscription access to its extensive music catalog. Over 300 million people around the globe have used Smule to create, share, discover, and enjoy music. Users post more than 12 million songs and performances each day. However, supporting around 30 million active users a month across all seven continents, and a variety of devices and operating systems comes with its challenges. It vastly multiplied the challenges that come with supporting high-traffic apps on multiple platforms, carriers, and software versions. Pressure was compounded by the nature of the music app industry. Smule was very well aware that with the bevy of music sharing and making platforms on the market, only the best survive. They needed a suite of highly stable, crash-free apps that also met customers’ high expectations for uptime, sound quality, and easy usability. Without additional diagnostic or troubleshooting information, the job of debugging and resolving customer issues was a laborious process. These time-consuming detours took up precious engineering energies that would be better spent developing new features.

News publications are adopting mobile phones and tablets as their primary communication vehicle. Given the transient nature of mobile users and the plethora of news and television app substitutes, however, it is more important now than ever for companies to provide interactive content, improved graphics, and motion-optimized interfaces. With users consuming local news at an alarming rate and location-based services at an inflection point, the time was ripe for Hearst TV to focus on mobile apps to engage with more users and monetize through display ads. Hearst TV brought development in-house and built and deployed over 100 apps for iOS and Android on a variety of devices. Providing accurate, timely news during crisis situations has always been a strength of the company. During the week of the Boston Marathon bombing in April 2013, for example, app traffic for Hearst TV’s station in Boston, WCVB, spiked 247% and the company seamlessly delivered full coverage of the event.

The company developed a wearable device that connects to the company’s mobile app, allowing businesses to set up and track fitness challenges for their workers. The device can measure daily steps, calories burned, distance covered, and exercise time. This can then be synced to an iOS or Android mobile app that makes it easy to track points and activities. The app is also designed to support activities trackers made by other manufacturers. The app and devices are seen as strategic initiatives because of the necessary consumerization of these solutions. The company’s business succeeds by making recurring revenue from the sponsoring companies. If employees don’t use the solution, the sponsoring companies won’t renew their subscriptions. Because of this, the performance of the app and device is key — the overall user experience must be flawless.

The client, a large US public utility, was facing a challenge in identifying which customers on a Time-of-Use (TOU) price plan would switch to an alternate price plan. They needed to understand the factors that predict this switching behavior and create propensity scores for each of the current TOU price plan customers to identify their individual likelihood of switching to a different price plan. The goal was to correctly predict a likely switcher approximately 70% of the time.

Microsoft needed a solution to more effectively analyze the thousands of conversations taking place online about a wide array of the company’s products. These conversations take place globally 24/7 and in huge volume in Microsoft forums, other forums and across social media platforms (Twitter, Facebook, blogs) and in more traditional news sources. While the company was already monitoring some of these sources, there was no one integrating the conversations and providing insights into their relevance to improving product quality and the customer experience.

The client, a leading consumer products company, had developed around 50 concept ideas for toothpaste and mouthwash categories combined. They received around 5,000 responses from consumers from a short survey which contained details of what they liked and did not like about each of these ideas. These open-ended verbatims had to be analyzed to arrive at the broad themes and analyzed across demographics. The key challenge was to analyze these 5,000 verbatim responses and create the report only three to four.

The client, a leading consumer products company, wanted to develop an in-depth understanding of the bi-cultural Hispanic segment in the US, which was expected to grow from 13% of total US households in 2014 to 35% by 2030. The aim was to define strategies and tactics to drive current and future growth in key categories such as oral care, home care, and personal care. The existing research included a mix of commissioned research and external partner-led research studies.

In the hyper-competitive eCommerce industry with dynamic business models, Blueocean Market Intelligence’s client needed to understand the costs associated with setting up a new eCommerce website for retail and digital goods. The client wanted to also gain a competitive perspective so that an appropriate solution could be devised based on the scale of the merchant’s business requirements (small, medium or large). The challenge was to identify different types/layers of vendors that a merchant or seller needs to tie up with in order to launch and operate an eCommerce webstore, and to understand the cost structure of identified vendors.

The client, a leading insurance and BFSI company in Asia, was struggling to evolve from their previous platform and migrate successfully to the Adobe Marketing Cloud platform. They wanted to set up marketing channels, traffic performance, and overall site health scorecards for immediate stakeholder delivery. The client also wanted to understand the reasons for deviations between web leads to CRM fulfilled leads, which were caused due to faulty tag implementation and accounting issues.

Asia’s largest Telco, with over 200 million mobile customers and an online revenue of USD 1 billion, was struggling to leverage its vast customer base. The company was using disparate offline data sources to figure bill payments, recharge history, and minutes usage, with no uniquely identified online customers. The key objectives were to identify online users as soon as they land on site and assign a unique ID to them, map the unique online customer ID to offline data using Adobe Audience Manager, create and render custom offers to customers based on various variables, and create opportunities for pushing mobile APP for smartphone users.

The B2B retailer company was looking to increase sales from existing customers by creating customized offers such as discounts and bundled offers. This strategy was aimed at giving them a competitive edge in the market. Additionally, the company wanted to reduce inventory levels of slow-moving SKUs to reduce costs and wastage. The challenge was to analyze past purchase history, identify product associations, and determine appropriate discounts for SKUs for each customer.

The client, a leading global technology company, had over 1000 campaigns running each week on their website. They wanted to ensure automated campaign tracking and classification solutions. Regional stakeholders were working with individual agencies to set up campaigns and track them manually. This led to gaps with the tracking mechanism, and final reports did not portray the complete picture since the attribution quality was poor. The client wanted a consistent and clearly defined process to track campaign performance, ensuring 100% compliance with business logic prior to going live.

The client, a leading money exchange company, experienced a decline in remittance transactions from Country X to Country Y. They identified several factors responsible for the decrease in transaction volume and sought the expertise of Blueocean Market Intelligence to investigate and develop a plan to address these challenges. The client needed to understand the transactional and customer trends by key variables such as age, emirate, and send agent. They also wanted to measure the impact of exchange rate, margin percentage, and competitor pricing on transactional volume.

The client, a US-based property and casualty insurance company, was facing several challenges. They lacked a measurement system to understand the effectiveness of their digital initiatives. This inability to measure marketing ROI was impacting their sales and leading to a fragmented customer experience. The company needed a solution that could integrate data from different platforms, provide real-time analytics, and drive effective data storage practices.