Enliven cem clickstream solution

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enliven CEM®

Understanding the complete online journey of your customer


A c q u i s i t i o n

(For Visitors)

• Search Engine Optimization • Understand Dimensions and correlations

(Business) : Channels Locations Popularity Brands

• Visitor pattern based campaigns • Convert visitors as registered

Do you engage your online visitors online according to their preferences and repeatability ? Does your visitor register after your efforts to engage them ?

Current Challenges

C o n v e r s i o n

(For Members ) • Browsing pattern Vs Conversion • Buying pattern Vs. Basket value • Cross category Engagement • Personalized

Campaign/Recommendations • Effectiveness Measurement

Do you know best way to engage each and every customer among millions? Can you track and measure each of your customer’s response ?

R e t e n t i o n

(For Members ) • Loyalty Calculation • Lifecycle State Preferences • Lifecycle State Change • Churn Propensity • Personalized

Campaign/Recommendations • Effectiveness Measurement

Do you know your customer’s propensity to move to your competitor? Are you enabler of Brand advocacy ?


Pro

duct

Perf

orm

ance

Sessi

ons

(New

/ Retu

rnin

g)

Sourc

e w

ise

Convers

ion

Bounce R

ate

Use

r Agent

Cam

paig

n w

ise

Convers

ion

Channel w

ise

Convers

ion

Site A

bondm

ent

poin

ts

( Real Tim

e)

Cust

om

ers

D

ifficulty /

Pain

poin

t on w

eb

shop

Inte

gra

tion

Cust

om

Variable

Google Analytics

Omniture/

Web trends

Tealeaf

Integration limited to Google's API

Integration capability with Google API and and PPC accounts

Limited to 5 custom variables

Track different types of variables, not limited to 5

Capability Business Performance dimensions

State of Present Solutions A

t a gen

eric leve

l, no

ind

ividu

al map

pin

g Integration with google API ,PPC accounts and web analytical systems


What is still not Solved ?

Heuristic, predictive analytical identification of customer

Understanding each and every customer’s Behavior – Real-time and off Real time

Holistic customer view - Correlating ( profile, Transactions, Interactions, Device, Pattern, Responses)

Personalized campaign effectiveness ( ROI / Campaign )


enl i ven C E M ® - The Differentiator

• Customize template personalized to context and insights derived

• Deliver through preferred channels ( Offline/Real time)

• Visits( New /Returning) • Demography Heat Map • Channel Conversion • Source wise Conversion • Campaign Conversion • Abandonment Rate • User Agent

• Orders Vs Complaints

• Dormant Vs Reactivated

• Revisit Vs Conversion

• Campaign Redemption – Channel Wise

• Promo Effectiveness

Effectiveness

Measurement ( for each customer

among millions )

Traffic Analytics

Customer Analytics

( for each customer among millions)

Interventions ( for each customer

among millions)

• Purchase Pattern & Trends • Behavioral state change • Loyalty through value scoring • Moving out propensity

Competitive Differentiator

Most common used solution – Part of enliven CEM®


enl i ven C E M ® - Solving the missing Link

Pro

duct

Perf

orm

ance

Sessi

ons

(New

/ Retu

rnin

g)

Sourc

e w

ise

Convers

ion

Bounce R

ate

Use

r Agent

Cam

paig

n w

ise

Convers

ion

Channel w

ise

Convers

ion

Site A

bondm

ent

poin

ts

( Real Tim

e)

Cust

om

er

Difficulty /

Pain

poin

t on t

he w

eb

shop

Inte

gra

tion

Cust

om

Variable

Google Analytics

Omniture/

Web trends

Tealeaf

Integration limited to Google's API

Integration capability with Google API and and PPC accounts

Integration with google API ,PPC accounts and web analytical systems

Limited to 5 custom variables

Track different types of variables, not limited to 5

Capability

Indiv

idual

Lifecycle

M

anagem

ent

Response

M

apped t

o

Indiv

idual Pro

file

Business Performance dimensions

e n l i v e n

C E M ®

Integration with multiple Business systems

Unlimited variable correlation


Solution Architecture

Website

Mobile

C l i c k s t r e a m

C l i c k s t r e a m

enl i ven C E M ®

engine

Correlated to transactional value Order Effectiveness Campaign Effectiveness Visitor Vs. Members

Member Analytics on historical information correlated to profiles Personalized offer Relevant recommendation Discounts on lifecycle

Real time Next best Action Customer Engagement Customer preference Customer Journey

O u t p u t s

Processed Real time

T o u c h - p o i n t

Catalogue Customer State City database Activity/

Sub activity

I n t e r n a l R e f e r e n c e D a t a

Payment Mode Product Details/Pricing

Campaign /Promotion

E x t e r n a l R e f e r e n c e D a t a

Inventory


Anna visits website second time and browses an Evening dress

App Server

Click Stream

Enliven Service

Visitor ID/Member ID

IP address (Location)

UTM Parameters : UTM_ Campaign

UTM _ Source UTM _ Medium

UTM_Term

Timestamp ( Time spent)

User Agent (Browser and Device

Information)

Click Stream IDN

Acquisition

Idea Tree

Visitor Pattern

Location

Activity Identification

Normalization

Enrichment

Action

Response

Processed Real time

1

Request

Real time Response

Pre processing

Request

Real time Response

2

3 4 5

Referred URL

Transaction Database Update

Clickstream Datamart

NBA Database N

ext Best

Actio

ns

Correlated to transactional value

Order Effectiveness Campaign Effectiveness Visitor Vs. Members Location specific views

Actionability

Member Analytics on historical information correlated to profiles Personalized offer Relevant recommendation Discounts on lifecycle


6

Technical Solution Flow


Anna visits website second time ( not registered) and browses an Evening dress

App Server

Click Stream

Enliven Service

Visitor ID/Member ID

IP address (Location)

UTM Parameters : UTM_ Campaign

UTM _ Source UTM _ Medium

UTM_Term

Timestamp ( Time spent)

User Agent (Browser and Device Information)

Click Stream IDN

Acquisition

Idea Tree

Visitor Pattern

Location

Activity Identification

Normalization

Enrichment

Action

Response

Processed Real time

1

Request

Real time Response

Pre processing

Request

Real time Response

2

3 4 5

Referred URL

Transaction Database Update

Clickstream Datamart

NBA Database

Next B

est A

ction

s

Correlated to transactional value

Order Effectiveness Campaign Effectiveness Visitor Vs. Members Location specific views

Actionability

Member Analytics on historical information correlated to profiles Personalized offer Relevant recommendationDiscounts on lifecycle


6

Visitor Identification Number 41521390 ( 2nd Visit ) Date and time of visit Session 1: 2011-01 01:55:13 Session 2 : 2011-06 03:55:13 IP Address of the system 2.111.94.18 ( Mumbai) URL "http://www.fnu.com/category/subcatgory/Item UTM _ Source: Google, UTM _ Medium : CPC, UTM _ Campaign: evening blast User Agent: Session 1: Mozilla/5.0 (iPad; U; CPU OS 4_2_1 like Mac OS X; en-us) Session 2 : Android/5.0 ( Samsung Tab III)

Contd…


1.) The request from XYZ company clients such as “Website” and “Mobile Apps” are been sent to the its XYZ application Server For instance : Anna is a visitor and is coming second time browsing same category of evening dress ( URL mapping) Anna is browsing from Mumbai ( IP address mapping) from her Samsung tab III ( User agent ) Source for Anna to land on XYZ page is through a campaign of offers on evening dresses (UTM parameters) Anna has ordered this dress in second session of Z amount ( URL mapping ) 2.) The XYZ server receives the request from clients and sends the data (or parse the data, if required before sending) to the EnlivenCEM Engine through the web service exposed by the EnlivenCEM. The parameters required by the web service are discussed with the relevant descriptions ahead . 3) Enliven CEM engine correlates these parameters with VID/MID, transaction history and varied dimensions ( applies business / Mathematical /statistical logic ) and sends response to XYZ app server and in turn XYZ client too. In turn Anna always is given personalized recommendations on her preferred brand /category etc. ( Offline / Online) along with varied effectiness reports on campaigns success , demography mapping etc.

Contd ….


Enliven CEM®

• Next Generation Analytics driven Actionability Platform

• High Transaction Processing Engine with in built Miner

• Easily Configurable UI

• Big Data Visualization Engine

• Embedded Actionability Engine to define actions and responses on Big Data

• Intuitive Analytical Omni 360 Degree View of Customers

• Complete holistic analytical contact center solution

• Inbuilt configuration language and compiler to realize complex Business Logic, Mathematical or

Statistical Models

• enliven CEM is a registered trademark of Ramyam Intelligence Lab Pvt. Ltd., Issued by US Patents office

• Patented CEM processes and technology both in India

and USA

• Frost & Sullivan placed enliven CEM in Analytics Quadrant as a “dark horse” with Wide and Emerging Focus in the Product Excellence Matrix Ref. : Analytics Product Excellence Matrix Report published by NASSCOM 2013

• Karnataka State Innovation Council recognition for Innovation

• Benchmarked on Oracle – Sun Platform for high transaction processing speeds and published a joint report in July 2011

• Deloitte has published a case study on how enliven CEM as a “BPM tool for managing CEM processes” in its BPM roadmap and vision 2020 publication

Ref. : BPM 2020 – Roadmap for India published by Deloitte

Enliven CEM manages customer experience and engagement by allowing service providers like

Telcos, Banks, Retail, online ecommerce companies to deliver Next Best Actions(NBAs)directly at

customer touch points and take Internal Actions(Business Actions) with relevance and context.


Customers Partners


Ramyam Intelligence Lab

• Ramyam Intelligence lab is founded with sole aim of creating next generation enterprise

product in Analytics and Actionability space, enliven CEM

• Patented CEM process and technology in India and USA

• Ramyam is a ISO 9001:2008 accredited company

• Proven product with customers in Telecom, Online and Retail Space

• 60 employees with 55 of them in Core Engineering, R&D and Delivery

• Strategic Alliances with Tier 1 System Integrators and OEMs such as Ericsson, Wipro, Sasken,

Mindtree, Happiest Minds, Qabastech(KSA), Experion(UAE), Reliable(Malaysia)

• Presence in USA, UK, UAE, KSA, Malaysia and Philippines through strategic partnerships

• Founders are working together for 14+ years in 3 different organizations as day one

employees growing them into multi million dollar organizations playing strategic roles with

exposure to product and company level M&A

Vision

Our vision is to make our customers

experience the delight of their

customers

Mission

Our mission is to help our customers

delivering superior experiences to their

each and every customer through our

integrated and advanced customer

analytics driven actionability platform

for institutionalizing customer

experience management as a corporate

strategy.

r a m y a m (Sanskrit) means “transcendentally beautiful”, which coincides with our philosophy “Experience Delight”, the ‘wow factor’ or ‘bliss’ that cannot just be quantifiable


For further discussions, please contact: Rupa Sridhar

+91 8553042424 [email protected]

www.ramyamlab.com

T h i s p r e s e n t a t i o n c o n t a i n s p r o p r i e t a r y a n d c o n f i d e n t i a l i n f o r m a t i o n o f R a m y a m

T h e e n l i v e n C E M p r o d u c t c o n t e n t i n t h i s p r e s e n t a t i o n i s i n t e n d e d f o r u s e a s a g u i d e l i n e a n d s t r i c t l y f o r i n f o r m a t i o n p u r p o s e o n l y

T h e i n f o r m a t i o n r e l a t e d t o e n l i v e n C E M p r o d u c t i s s u b j e c t e d t o c h a n g e a t a n y t i m e w i t h o u t n o t i c e

A n y o f t h e e n l i v e n C E M p r o d u c t m i l e s t o n e s , f e a t u r e s , r e l e a s e p e r i o d s o r v e r s i o n s r e f e r r e d h e r e - i n c o u l d c h a n g e f r o m t i m e t o t i m e

A n y 3 r d p a r t y t r a d e m a r k s , c o n t e n t o r r e f e r e n c e s t o p r o d u c t s , b e l o n g t o t h e r e s p e c t i v e o r g a n i z a t i o n s a n d t h e y m i g h t h a v e b e e n u s e d f o r r e f e r e n c e o n l y

@ R a m y a m

mailto:[email protected]

Enliven cem clickstream solution

Technology

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