Customer Experience Management

Customer analytics, targeted marketing, customer experience

CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS

We deliver ready-to-use customer analytics solutions that let banks and other organizations anticipate consumer behavior, improve the quality of their products and services, build loyalty to their business, manage the customer lifecycle and develop strong partnerships with their customers.

Why you need customer analytics
and customer experience management

  • Customer experience covers every impression a consumer takes away from dealing with a service, a brand or a company at any point of contact. A touchpoint is anything the company uses to reach its audience: advertising, a salesperson's advice, product quality, design, a conversation with technical support, withdrawing cash from an ATM and so on.

    Analyzing that experience and processing large volumes of data on how consumers interact with a service help a business better understand customer expectations and needs, improve the quality of products and services, run highly precise marketing campaigns and find the best offer for each customer.
  • Customer Experience Management is a set of processes, methods and technologies for tracking and measuring consumer data and managing the customer experience.

Implementing Prime Source customer analytics solutions built on IBM

We help banks and other organizations implement advanced tools for customer analytics, business modeling and communication management quickly and effectively.

Our solutions combine digital customer information with traditional data sources to form a complete picture of every customer.

We will help you implement, configure and run these analytical tools properly: we design customer engagement models, build campaigns, map the customer's communications with the service and analyze the customer journey so that you communicate more precisely and more effectively. We create an individual approach for your business, built on the way your customers actually behave.

  • 10 Our clients have made their sales 10 times more effective. Conversion on marketing campaigns for credit products rose from 0.5% to 7%, and to 20% for non-credit products.
  • 3 Marketing campaign costs for banking products have been cut by a factor of 3. Predictive models based on IBM Modeler made customer engagement personal.
  • 3 Campaign launch time has fallen from 3 weeks to a few hours. IBM Campaign automated both the launch and the repeat run of marketing campaigns.

  • Every communication channel

    These tools help you build a detailed map of every interaction a customer has with the company, so that you can then engage the consumer at each touchpoint: create a uniquely personalized approach and compelling offers, and considerably extend the lifecycle of every customer.

  • Analytical tools

    Our solutions turn digital data into valuable insight for predicting customer behavior. Advanced marketing and in-depth analytics tools help you manage customer communications online and offline and design personalized, one-of-a-kind offers for them.

  • A single interface

    Convenient, straightforward consolidation of offline and online customer information: websites, mobile applications, analysis of past transactions and of customer activity in real time. The solution helps you build a complete picture of the customer experience and create effective marketing communications, offers and services.

How our solutions help banks and other organizations

  • 1They increase profit

    Personalized, one-of-a-kind offers built on customer behavior analysis and forecasting drive repeat sales and increase customer engagement

  • 2They build loyalty and extend the customer lifecycle

    Predictive analysis and the processing and consolidation of consumer behavior data allow organizations to create better products and services and effective, highly precise communications that build customer loyalty

  • 3They deliver a fast return on marketing investment

    Sophisticated analytical systems based on Data Science provide a comprehensive picture of customer needs and preferences, which makes marketing campaigns more precise, more effective and more profitable

  • 4They help widen your competitive edge

    Powerful analytical tools let you develop new and unique services, refine your service quality, react faster and more accurately to consumer behavior and market change, and generate new ideas and lines of business.

I am convinced that customers notice and appreciate it when a company or a bank takes a special approach to their problems and their tasks. People see it as respect for them personally; they realize that they matter. Thanks to Prime Source, we have found a truly individual approach to our customers. We now have effective tools that let us see more clearly what our consumers want and respond properly to their requests and wishes.

Why Kazakhstan's top 10 banks
choose Prime Source solutions

  • Competitors' solution
  • Costly implementation
    Competitors have no professional expertise in implementing and using the product

  • No integration
    Other analytical packages cannot be integrated

  • Separate products
    Data preparation and model building functionality is split across several software products
  • Subscription fee
    The user is granted a temporary right to use the software for a term of 1 year
  • No track record
  • Little understanding of the specifics of the Kazakhstani market
  • The Prime Source product
  • Cost-efficient implementation
    Cost-efficient implementation and support. We have successfully implemented the software in 10 Kazakhstani second-tier banks
  • Convenient integration
    Extensive options for embedding other analytical packages. Modules can be developed in Python or R, for example
  • One single solution
    The full range of functionality runs on a single platform
  • No subscription fee
    The system is purchased outright. There are no mandatory license payments
  • Extensive experience
    10 years of hands-on software development and implementation and a highly qualified team

PRIME SOURCE solutions for organizations

  • For banking and financial organizations Second-tier banks, lending companies, investment companies
  • For non-financial organizations Insurance, telecommunications and retail companies and companies from other industries

What IBM customer experience management products can do

  • Sales growth

    • Customer clustering
    • Customer profiling
    • Predictive analytics
    • Sales funnel optimization
    • Share-of-wallet calculation
    • CROSS/Upsell models

  • Customer analytics

    • A 360-degree view of the customer
    • CLTV (Customer Lifetime Value) calculation per customer
    • Customer churn forecasting
    • Overdue debt collection
    • Soft Collection models

  • Social analytics

    • Working with opinion leaders
    • Finding potential customers
    • Analysis of product, service and support quality
    • Assessment of advertising campaign performance

  • Customer Experience Management

    • Management of the consumer experience
    • Customer Journey Map
    • Improvement of products and services
    • Understanding how customers interact with the bank's products and services

Solutions Prime Source works with

  • 1

    IBM Campaign A tool that helps automate and launch omnichannel marketing campaigns based on scattered information from several sources, including relational databases. The platform is extended with additional modules: Real-Time Interactions Management (IBM Interact), Contact Optimization (IBM Contact Optimization) and IBM Social Audience (social media advertising).

  • 2

    IBM SPSS Statistics A tool for a wide range of research and business tasks. A single interface lets you work with descriptive, regression, advanced and other types of statistics. The system produces ready-made charts, tables and decision trees.

  • 3

    IBM SPSS Modeler An advanced platform for building accurate predictive models using smart machine learning algorithms, text and entity analytics, and decision management and optimization. The system supports access to a variety of data types and extracts valuable insight from structured and unstructured datasets.

  • 4

    IBM Cognos BI Analytics A business analytics software solution with extensive data and report visualization capabilities. A convenient, effective toolset for reporting, analytics, scorecards and event monitoring.

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