25% increase in customer satisfaction
Higher customer foot traffic in stores through efficient and targeted marketing campaigns
Tailored loyalty programs led to increased word of mouth referrals
Stronger brand portfolio to better suit the target demographic
Taking an incremental approach to applying data analytics created a sustainable model that provides customer insights that deliver great experiences.
Altimetrik Data and Analytics team took up the task to ensure that data collected across all touchpoints, channels, and areas into a standardized set of information and structures. Our focus and approach to developing data analytics started with data governance as a basis for a larger data solution. Therefore, improving the trust in data by implementing robust cleansing and data quality gates was foundational to making the data usable for development.
We began with a program to correlate their transaction processing (ERP) and feedback collection systems. Then, we built a data mart layer with SAP BW (for ERP data) and Sybase Platform (for MySQL sources). Using a BO universe semantic layer, we aggregated the data mart information for unified analytics solutions providing actionable intelligence. Given the extreme complexity of the system, we piloted with two stores to prove the model. Once we validated the approach, we scaled it quickly to cover the client’s entire network.
Customer feedback became more clear and intelligible, which led to the creation of multiple targeted marketing campaigns and tailored loyalty programs and a strong brand portfolio. We measured a significant increase in customer satisfaction and store foot traffic within a very short period. Having the data and insights made it possible to increase data-based decisions and improved customer satisfaction.