1. Maximizing Customer Satisfaction Index

iAPP customer satisfaction index has the following criteria.

1. Customer satisfaction level
2. Number of customer issues
3. Number of customer queries
4. Number of downgrades/upgrades

2. Enhance Sales Revenue by cross-sell and up-sell

iAPP provides near real time analytics for sales summary by sales rep, channels, lob, region, product type. Based on these analytics, an organization can train the sales and services team to attract more leads which in turn results in more cross-sell and up-sell.

3. Better and clear assessment of non-financial revenue and costs

In an organization there are always different versions of sales and revenue costs. However, the genuine version of sales and revenue report outcome which will have to exclude the following criteria before generating report…

1. Converted leads are yet to make the payments
2. Returns done by the customers but not processed
3. Cost incurred by the company but invoice not received

Systems which carry the above information will be a non-core system, which has lesser BI attention.  iAAP enables the integration of data across the core and non-core systems, and allows to reconcile on the financial figures and yet to hit figures. Accurate projections, better data perception and near-real time analysis helps the business decision makers to make more accurate decisions.

4. Exposure Management

iAPP provides an end-to-end customer relationship by providing single view of the customer. This enables business to do the risk profile, dupe multiple customer records of the same customer, manages the exposure to the customer etc. This avoids financial loss.

5. Customer Management

iAPP opens the gate for analysis on various measures, dimensions and business patterns such as
Churn Analytics, Affinity analytics, Customer value, Profitability analytics & Customer Segmentation. Such analytics becomes the essential enabler for the organization to make high-end business decisions which in turn results in customer retention. Customer management analytics throws open questions such as ...

1. Is my customer value VS profitability being in line?
2. How do I enhance my customer value?
3. What customer segment should I target to increase my profitability?
4. How do I prioritize my leads?

Based on the questions, the top management can make strategic decisions on various levels
Operational Level: Cross-Sell and Up-sell, spending more time with higher value customers.
Managerial Level:  Discount scheme and benefits for high value customers.
Strategic Level: Low cost service for low value customers.

6. Employee Headcount Reduction

As iAPP become the core for organization data and analytics, number of people involved in MIS, reporting and analytics will be reduced with increased productivity and data accuracy.

7. Faster Ad-hoc reports to sales and marketing team

iAPP gives business users a free hand to create their own near-real time dashboards, reports & charts and save it for later use. This reduces the business users’ dependency on IT team.  Without understanding the underlying data model or schema, the business user can generate their own near-real time charts, dashboards & KPI’s using in-built simplified “Telecom Oriented Business Specific Language” with greater speed and accuracy. Ad-hoc report requests from business users to the IT team will be down by almost 50 %.

8. Customer Segmentation

Customer segmentation analytics is all about grouping customers into various segments and based on the segmentation analytics an organization can decide on a business strategy for targeting each segment.
iAPP customer analytics has segmentation analytics based on the below listed criteria:

1. Income based
2. Occupation based: Salaried, Self-Employed etc.
3. Demography based: Age, Sex, Location, Language & Education etc.
4. Income based
5. Social status based
6. Segmentation based on profile, affinity, customer feedback, risk etc.

9. Customer Profiling

iAPP customer profiling analytics is based on the following criteria

1. Payment patterns based On-time payment /Delayed payment patterns etc.
2. Payment patterns based on income group
3. Costumer life time with the company
4. Customer lifetime with the product or package
5. Customer demographics

KPI’s for Customer Satisfaction

iAPP addresses the following KPI’s when it comes to customer satisfaction.

1. Cost of customer attrition cost
2. Customer lifetime with the organization or customer tenure
3. Customer satisfaction scores
4. Customer repeated change of plans upgrades

Sales Analytics

iAPP sales analytics answers the following questions.

1. How much is the sales revenue generated by which channel, lob & product
2. Projected revenue based on the sales patterns and trends
3. Sales trends for various business dimensions
4. Projected sales based on how much sales in in pipeline
5. Sales trends by various date frequencies Month/Week/Day/Year
6. Sales trends by Sales Rep, Channels, Lob, Product Type & Date
7. Sales based on geography, region, zip codes, city and state

Threshold Alerts

A business user can define his own rules on metrics and target values to create threshold alerts for every DAY/HOUR/MINUTE. Monitor patterns, trends and activities without signing into the iAPP application CEP Near Real Time Notifications & Alerts Samples:

1. Alerts on deviation between targets and actuals such as connects/disconnects/upgrades/downgrades
2. Alerts on sales drop by region/zip code
3. Alerts on customer wait duration
4. Alerts on leads to conversion
5. Alerts on revenue increase / drop
6. Alerts sales lost/ won