C5i Case Studies Leading technology vendor improved customer satisfaction through better alignment of sales and delivery channels with customer preferences

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	Leading technology vendor improved customer satisfaction through better alignment of sales and delivery channels with customer preferences C5i

Leading technology vendor improved customer satisfaction through better alignment of sales and delivery channels with customer preferences

C5i

Technology Category	Analytics & Modeling - Big Data Analytics Application Infrastructure & Middleware - Data Visualization
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Predictive Quality Analytics
Services	Data Science Services
Challenge	The client, a leading US PC manufacturer, was seeking to obtain performance business intelligence. They wanted to capture the revenue performance for the product categories for various consumer segments, measure KPIs such as the likelihood of customers to repurchase, and capture the satisfaction level for security, quality and profitability for different products and services. The challenge was to clean and model data across 13 areas, 30 sub regions and over 100 accounts, and implement complex dynamic dashboards providing different levels of access to key stakeholders based on the functional need and geography. Read More
About Customer	The customer in this case study is a leading US PC manufacturer operating in the Information Technology industry. The company was seeking to improve its customer satisfaction scores and enhance its product and service offerings. The company wanted to obtain performance business intelligence, including capturing the revenue performance for various product categories for different consumer segments. They also aimed to measure key performance indicators such as the likelihood of customers to repurchase and the satisfaction level for security, quality, and profitability for different products and services. Read More
Solution	Blueocean Market Intelligence approached the challenge by cleaning and modeling data across 13 areas, 30 sub regions and over 100 accounts. They implemented complex dynamic dashboards providing different levels of access to key stakeholders based on the functional need and geography. They used the SSRS tool to perform complex calculations of KPIs and developed visually impactful reports with compound search criteria. The solution provided the satisfaction level for different sales channels and retailers in geographical regions to account managers, enhancing timely decision making in terms of which markets to focus on and how to improve products and services. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Application Infrastructure & Middleware - Data Visualization

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Predictive Quality Analytics

Services

Data Science Services

Challenge

The client, a leading US PC manufacturer, was seeking to obtain performance business intelligence. They wanted to capture the revenue performance for the product categories for various consumer segments, measure KPIs such as the likelihood of customers to repurchase, and capture the satisfaction level for security, quality and profitability for different products and services. The challenge was to clean and model data across 13 areas, 30 sub regions and over 100 accounts, and implement complex dynamic dashboards providing different levels of access to key stakeholders based on the functional need and geography.

About Customer

The customer in this case study is a leading US PC manufacturer operating in the Information Technology industry. The company was seeking to improve its customer satisfaction scores and enhance its product and service offerings. The company wanted to obtain performance business intelligence, including capturing the revenue performance for various product categories for different consumer segments. They also aimed to measure key performance indicators such as the likelihood of customers to repurchase and the satisfaction level for security, quality, and profitability for different products and services.

Solution

Blueocean Market Intelligence approached the challenge by cleaning and modeling data across 13 areas, 30 sub regions and over 100 accounts. They implemented complex dynamic dashboards providing different levels of access to key stakeholders based on the functional need and geography. They used the SSRS tool to perform complex calculations of KPIs and developed visually impactful reports with compound search criteria. The solution provided the satisfaction level for different sales channels and retailers in geographical regions to account managers, enhancing timely decision making in terms of which markets to focus on and how to improve products and services.

Impact #1	The tracker provided the satisfaction level for different sales channels and retailers in geographical regions to account managers.
Impact #2	Enhanced timely decision making in terms of which markets to focus on and how to improve products and services.
Impact #3	The dashboard provided a comparative overview of the sales managers in comparison to its top ten competitors.

Impact #1

The tracker provided the satisfaction level for different sales channels and retailers in geographical regions to account managers.

Impact #2

Enhanced timely decision making in terms of which markets to focus on and how to improve products and services.

Impact #3

The dashboard provided a comparative overview of the sales managers in comparison to its top ten competitors.

Benefit #1	Improved CSAT scores
Benefit #2	Better product and service offerings

Benefit #1

Improved CSAT scores

Benefit #2

Better product and service offerings

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Overview

Leading technology vendor improved customer satisfaction through better alignment of sales and delivery channels with customer preferences

Operational Impact

Quantitative Benefit