The Challenge
A US based financial market data provider had grown from $10M in revenue and roughly 30 products into a world-wide $60M revenue firm with over 100 product and services offerings. The company didn’t have an overall view of their customer inclusive of products and services provided, customer experience, operating needs, and sales data; exec management wasn’t able to provide accurate operating reports; and customers were experiencing significant customer service and data quality challenges.
The Solution
A customer profile system was implemented with a 360 view of the customer inclusive of the company’s overall products and services, the customers and their purchased products and services, contract terms, product and services operating and delivery detail, and integration into the customer points of contact (mobile, browser, etc.). Management dashboards were developed, automated intelligent customer operations alerts and next product to sell heuristics were implemented, and data analytics to develop customer retention and sales programs were implemented.
The Benefits
More precise and comprehensive executive management reports allowed for improved decision-making and investment decisions, cross sales by an average of 25% within each customer, customer service satisfaction increased and operating issues reduced, new revenue generating services and products were identified, regulatory compliance issues were mitigated, and company morale improved.