Benefits of a proactive customer management approach

Customer management can be a difficult process if we do not understand why our customers behave the way they do. Why are they leaving us? Is it because they are not satisfied? Could we have anticipated it and take action before it was too late? Moving from a reactive customer management to a proactive customer management strategy can help you identify customers that are likely to stop buying, or customers that are displaying unusual trends.

Making the most of your data by using applied AI we can help you identify key customers and prioritise those your team should focus on, minimising revenue at risk. Simultaneously, our Azure Proactive Customer Management tool also integrates a recommender engine that suggests what products or services your customer is more likely to buy, and consequently increasing revenue opportunities.

Identifying risk

For each customer, we use several AI models to calculate risk probabilities and the potential value at risk. Using data you are already have, such as historical transactions, customer and product details, customer support history, etc. you can take a data-driven proactive customer management approach and take action now, not when it is too late.

Intuitive dashboard

After the AI models have finished computing the predictions, the results are delivered in an easy-to-use dashboard where you will find all the information you need to start reaching out to your key customers, focusing on fixing problems and driving revenue growth.

Is it for me?

If you have a large number of products and / or customers, Azure Proactive Customer Management is for you. Examples include:

  • Manufacturers with hundreds of products and customers.
  • Retailers with in-store and online customers.
  • Hospitality, travel and leisure businesses.
  • Service providers such as telecoms, utilities, insurance and financial services.

Demo

Sounds good? You can access a demo version of the Azure Proactive Customer Management dashboard in the link below:

https://algospark.com/azure_proactive_customer_management/

At Algospark we deliver applied analytics and artificial intelligence solutions focusing on business value. Our fast track approach means we can launch and iterate quickly, saving you money and time. Get in touch for more information!

Forecasting throughout Covid and beyond

Algospark is an applied analytics and artificial intelligence solutions consultancy. Back in 2019, we were not predicting a pandemic, and neither were many others. But this article is not about pandemic predictions, rather how to plan and predict in times of high uncertainty and fundamental change.

The reaction and impact of the current corona virus pandemic has presented huge challenges to society and the economy. During times of fundamental change, businesses still need to plan, forecast and deliver. Fast changing rules with huge economic impact have made for highly uncertain times. We have seen high volatility in economic activity and broken forecasting models across many industries.

However, successful planning and delivery in highly volatile times means data preparation reviews and changes to modelling. We follow these steps:

  • Understand key impact areas
  • Use distinct time periods mapped to specific phases
  • Prepare data with new labels and context
  • Explore new model approaches and review look back periods
  • Review, revise and update models

Organizations that have successfully adapted are outperforming during the pandemic. We have worked with several clients during this period to review and update their applied analytics.

The volatility over the last few months has led to several “data regime” changes that have been defined by changing rules and economic behaviour. The mistake is to interpret data from different regimes as useless. There is significant value in “regime modelling” and the insights that it can generate.

Another mistake is waiting until there is a return to pre-pandemic conditions. We believe there will be a gradual evolution, and that adaptive forecasting and proactive customer management is the best way to respond to evolving conditions.

In addition to making business planning much more difficult, the pandemic has also increased focus and pressure on customer service. For many individuals, the pandemic has meant more free time. Unfortunately this has come at the same time as many customer support teams have moved to new ways of working (remotely), with less head count and higher levels of customer calls. Succeeding in this environment underlines the importance of good planning, predicting and prioritizing. After all, good customer service is routed in anticipation of needs.

We have a portfolio of data science led frameworks to solve the challenges of the pandemic. If you are looking to review a forecasting process, refresh your applied analytics approach or wanting to proactively re-engage with your customers then get in touch!

We are building for pandemic recovery and would love to help you.

darren@algospark.com

Azure Proactive Customer Management

We are proud to launch Algospark Azure Proactive Customer Management. We enable you to move from reactive customer management to proactive customer management. Put more simply, get ahead of customer issues before you are called about them. Get in touch to discuss how we can help you!

Value of proactive customer management:

  • Increased revenue per customer, increased customer satisfaction and reduction in churn.
  • Anticipation – move away from reactively responding to calls to proactively managing calls.
  • Prioritise the order of calls based on value. Identify and minimise customer value at risk.
  • Map insights to action, and align to promotions and pricing policies.
  • Create a virtuous learning loop for insights and successful actions.

Azure Proactive Customer Management builds on: Azure Cloud, Azure Machine Learning, Synapse, Power BI, Power Apps and Power Automate. We also have easy connectors to align with existing activities and processes with Customer Relationship Management (CRM) systems and other customer support applications.

Please get in touch for a full demonstration. We would love to discuss how we can help tailor Azure Proactive Customer Management to meet your specific needs. Contact us at info@algospark.com

Find out more and see a demo here: https://algospark.com/azure_proactive_customer_management/