Stratecast | Frost & Sullivan | Research Report
Why Aren’t Your Customers Happy? –
Using business performance Analytics across Business Processes to Align Service Assurance with Customer Experience
Central to providing a superior customer experience is the ability to closely audit operating processes to uncover and solve the root causes of problems. Data and analytics, therefore, are the engines that power superior service.
This report includes new, case-study-based research that defines a data-driven framework to help service companies deliver a reliable service across multiple business groups and spanning the entire order-to-bill process and deliver an exceptional customer experience.
This paper looks at
• Becoming a better provider using analytics for Service Assurance
• Framing the customer Experience
• 2 short case studies with the goal of providing improved customer experience
o A major North American Communications Service Provider cut service delivery costs AND raised customer perception by implementing an analytics solution to collect and audit heterogeneous data from multiple sources
o Another services organization decreased their service delivery errors with an analytics solution to automatically audit every order rather than just a sampling of orders
• Lavastorm Agile Analytics Methodology
Download this research report Sponsored by Lavastorm Analytics.