Identify By · Behavior Patterns · Rules-Based Metrics
Problem- 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
Solution- 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
Impact- Identify key account customers by evaluating total portfolio behavior
- Enables more focused customer programs by identifying impactful decision makers in customer base
Why Fractal- Fractal Programming enables flexible rules for assigning accounts to a customer based on multiple attributes
- Application performance enables rule sets to be applied to entire customer base to identify key account relationships
- Automatic assignment of key account status based on qualification rules
Insight From Multiple Sources · Internal and External
Problem- 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
Solution- 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
Impact- 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
Why Fractal- 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 Available On · Desktop · Mobile Devices
Problem- 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
Solution- 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
Impact- $10 million development cost savings and customer support cost reduction for customer information portal
Why Fractal- Delivered a parallel customer care and billing system in 90 days with 90% less cost than legacy system
- Application 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
Problem- 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
Solution- 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
Impact- Increased customer satisfaction
- No additional load on IT resources
- Third party services easier to enable for customers
Why Fractal- Delivered parallel data management system with Fractal Programming
- Make all customer data available without imposing any load on legacy systems-of-record
- Consistent interface and interaction for customers across all data types and data requests
Transform · Customer Care · Billing
Problem- 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
Solution- Delivered parallel customer care and billing system costing 90% less than 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
Impact- Eliminated need for $35 million billing system rewrite
Why Fractal- Delivered parallel solution with Fractal Programming
- Parallel application ran over 1,000 times faster, reduced storage 90%, and eliminated billing errors
- Able to add new features in hours and days rather than months