Teradata Case Studies Enhancing Customer Experience Through Data-Driven Solutions: A Case Study of Teradata and Celebrus

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	Enhancing Customer Experience Through Data-Driven Solutions: A Case Study of Teradata and Celebrus Teradata

Enhancing Customer Experience Through Data-Driven Solutions: A Case Study of Teradata and Celebrus

Teradata

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance Retail
Applicable Functions	Sales & Marketing
Use Cases	Real-Time Location System (RTLS) Track & Trace of Assets
Challenge	The case study presents three different enterprises: a Top-5 Global Retail Bank, a UK Retailer, and a European Multiline Insurer, each facing unique challenges in enhancing their customer experience (CX). The bank was struggling with personalizing CX, requiring more granular detail in their data and analytics, and managing CX across all their digital channels. The UK Retailer was unable to maximize customer relationships due to a lack of insight into their customers' online activities. Their aggregated data was always 24 hours out of date, and they could only infer what customers wanted based on past behavior. The European Multiline Insurer was finding it difficult to capture insights from customers self-serving online. The limited data they had was typically 48 hours old, making it impossible to react to customers in the moment. Read More
About Customer	The customers in this case study are a Top-5 Global Retail Bank, a UK Retailer, and a European Multiline Insurer. The bank was facing challenges in personalizing customer experience and managing it across all their digital channels. The UK Retailer was struggling with outdated aggregated data and a lack of granular digital data, which hindered their ability to understand and cater to their customers' needs. The European Multiline Insurer was having difficulty capturing insights from customers self-serving online due to the limited and outdated data they had. Read More
Customer Name	Not disclosed Read More
Solution	All three enterprises turned to Teradata Vantage™ with Celebrus technology to improve their digital identity management and enhance overall CX. The bank used Celebrus to identify customers and package this into a dataset that was then put into a pre-built Customer Service Data Model within Vantage. Teradata applied AI and machine learning to figure out customer needs and made recommendations in real time. The UK Retailer used real-time Celebrus collection of customer data that was streamed into Vantage. The retailer could measure behavior directly in real time and know what customers were searching or browsing for right now via web, mobile, email, or SMS. The European Multiline Insurer deployed Celebrus to identify digital visitors and capture insights in real time. Teradata Vantage was deployed to support real-time decisioning and messaging. The solution was deployed in the cloud to enable rapid delivery of capability. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Real Time Analytics

Applicable Industries

Finance & Insurance

Retail

Applicable Functions

Sales & Marketing

Use Cases

Real-Time Location System (RTLS)

Track & Trace of Assets

Challenge

The case study presents three different enterprises: a Top-5 Global Retail Bank, a UK Retailer, and a European Multiline Insurer, each facing unique challenges in enhancing their customer experience (CX). The bank was struggling with personalizing CX, requiring more granular detail in their data and analytics, and managing CX across all their digital channels. The UK Retailer was unable to maximize customer relationships due to a lack of insight into their customers' online activities. Their aggregated data was always 24 hours out of date, and they could only infer what customers wanted based on past behavior. The European Multiline Insurer was finding it difficult to capture insights from customers self-serving online. The limited data they had was typically 48 hours old, making it impossible to react to customers in the moment.

About Customer

The customers in this case study are a Top-5 Global Retail Bank, a UK Retailer, and a European Multiline Insurer. The bank was facing challenges in personalizing customer experience and managing it across all their digital channels. The UK Retailer was struggling with outdated aggregated data and a lack of granular digital data, which hindered their ability to understand and cater to their customers' needs. The European Multiline Insurer was having difficulty capturing insights from customers self-serving online due to the limited and outdated data they had.

Customer Name

Not disclosed

Solution

All three enterprises turned to Teradata Vantage™ with Celebrus technology to improve their digital identity management and enhance overall CX. The bank used Celebrus to identify customers and package this into a dataset that was then put into a pre-built Customer Service Data Model within Vantage. Teradata applied AI and machine learning to figure out customer needs and made recommendations in real time. The UK Retailer used real-time Celebrus collection of customer data that was streamed into Vantage. The retailer could measure behavior directly in real time and know what customers were searching or browsing for right now via web, mobile, email, or SMS. The European Multiline Insurer deployed Celebrus to identify digital visitors and capture insights in real time. Teradata Vantage was deployed to support real-time decisioning and messaging. The solution was deployed in the cloud to enable rapid delivery of capability.

Impact #1	The implementation of Teradata Vantage™ with Celebrus technology resulted in significant operational improvements for all three enterprises. The bank was able to improve their digital identity management and enhance overall customer experience. The UK Retailer was able to deliver highly relevant and personalized content to each customer, significantly improving conversion. They also reduced cost to serve by identifying and preventing fraud, reducing paper communications, and introducing a message transfer agent (MTA) to optimize market spend. The European Multiline Insurer was able to deliver a working prototype in 6 weeks, supporting multiple personalization use cases. They also delivered push to production in 8 weeks, delivering real-time messaging for all inbound visitors. The solution was deployed in the cloud to enable rapid delivery of capability.

Impact #1

The implementation of Teradata Vantage™ with Celebrus technology resulted in significant operational improvements for all three enterprises. The bank was able to improve their digital identity management and enhance overall customer experience. The UK Retailer was able to deliver highly relevant and personalized content to each customer, significantly improving conversion. They also reduced cost to serve by identifying and preventing fraud, reducing paper communications, and introducing a message transfer agent (MTA) to optimize market spend. The European Multiline Insurer was able to deliver a working prototype in 6 weeks, supporting multiple personalization use cases. They also delivered push to production in 8 weeks, delivering real-time messaging for all inbound visitors. The solution was deployed in the cloud to enable rapid delivery of capability.

Benefit #1	50% increase in click-through rates for the bank
Benefit #2	$50 million revenue increase attributed to personalized CX for the bank
Benefit #3	5X increase in application completion for the bank

Benefit #1

50% increase in click-through rates for the bank

Benefit #2

$50 million revenue increase attributed to personalized CX for the bank

Benefit #3

5X increase in application completion for the bank

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Overview

Enhancing Customer Experience Through Data-Driven Solutions: A Case Study of Teradata and Celebrus

Operational Impact

Quantitative Benefit