Ramyam Intelligence Lab developed enlivenCEM, an analytics-driven customer experience management solution. enlivenCEM provides a 360-degree view of customers across multiple channels through its patented CEM processes and technologies. It helps businesses improve customer retention, acquisition, and lifetime value management. enlivenCEM's capabilities include configurable analytics, big data visualization, real-time actionability, and intelligent recommendations.

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ANALYTICS DRIVEN ACTIONABILITY
FOR RETAIL

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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, Banking and Retail Space
•Strategic Alliances with Tier 1 System Integrators and OEMs
•70 employees with 60 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, Experion, Reliable
•Presence in USA, UK, UAE, KSA, Malaysia and Philippines through strategic partnerships
•enliven CEM is a registered trademark of Ramyam Intelligence Lab Pvt. Ltd., Issued by US Patents office
•Patents pending for our CEM processes in both 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 and Linux Centos for high transaction processing speeds
•Deloitte has published a case study on how enliven CEM as a BPM tool for CEM processes in its BPM roadmap and vision 2020 publication
Ref. : BPM 2020 –Roadmap for India published by Deloitte
Key Customers

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CEM IN PRACTICE –THE PROBLEM
•Customers are segmented -age group, income group etc., and no individual attention
•Still ‘offering the experience’ is seen from business perspective and not exactly from the customer’s point
•Minimal integration across lines of businesses to view the customer as a single person
•Surveys (Samples and feedbacks) may not be honest or ignored
Some organizations are using Business Intelligence (BI) Tools which provide statistics relevant to business but cannot provide insight on Customer Experiences
BRIDGE THE GAP BETWEEN IT AND BIG DATA
Enliven CEM presents a Value-Driven Approach to Customer Experience Improvement
1.Enliven is a complete customer experience management solution providing the “Big Picture” of a customer with closed loop end to end analytics and actionability.
2.Focuses on the key areas like Customer Acquisition, Customer Retention and Customer life cycle management across multiple channels of the business.
In contrast to other business intelligence applications that provide only reporting, or only dashboards, or require an intermediate data access layer, Enliven's business intelligence system includes analytics software and sophisticated reporting capabilities plus direct access to varied data source.
•End-to-End Customer Engagement
•Real Time Personalized Experience
•Reducing Costs of New Customer
•Integrate Channels
•Retain Customers
•Brand Advocacy
•Increase Cross –Sell Rates
CEM IN PRACTICE –THE FUTURE
Filling the Gap -
enliven CEM

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enliven CEM CAPABILITY
Configurability
•Business logic can be configured
•Even a mathematical or statistical model can be incorporated
•Single foot print solution from acquisition of data to delivering actions
Product Scaling
•Millions of customers & their transactions
•Integration with disparate data sources
360 Degree view
•Issue Resolution
•Product Recommendation
•Effective Campaigning
•Can work at Contact Center or Branches
Big Data Views
•Intelligent and Analytical Graphical views digressing from traditional reports
•What if Analysis & Trending for actionability

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SATISFIEDCUSTOMER
LOYALTY
EVANGELISM
OurenlivenCEM®helps Businesses
Objective
enlivenCEM®
SATISFIEDCUSTOMER
LOYALTY
EVANGELISM
OurenlivenCEM®helps Businesses
Manage Customer experience as business process
•Customer satisfaction analysis
•Customer Segmentation
•Customer Profiling
•Customer spend enhancement
•Profitability analysis
•Shopping mission analysis
Engage turning them into evangelist
-campaign management
•Customer segmentation and reward optimization
•Research Design
•ROI measurement analysis
•Channel optimization
•Marketing mix modelling
•Campaign Dashboard
Maximize profits through loyalty driven analytics ( customer and store)
•Demand forecasting
•RFM analysis
•Store segmentation
•Market basket analysis/Product affinity
•Shelf space optimization
•Merchandizing ROI analysis

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Business Model of enliven CEM

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Interface

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Scenario 1: Sale reducing in a particular region
Business Problem: Trends indicate that sales has been reducing in a particular region
Objective: To improve sales in the region to achieve the Targets
Data Source
Store Sales data
External Demogra- phic
Clickstream
Product Data
Social Feeds
Segment wise Sales
Channel Conversion Rate /Visit to buy ratio
External factor affecting sale
Customer Experience
(Promoters/ Detractors / Identify grievances from Contact Centre)
Inventory Management
Big Data Analytics
Summary Business DashboardsOverall
Data Visualization
Business
Actions

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Scenario 2: Customer Insights
Customer Profiling
Behavior profiling
Demographic Analytics
Transactional Data Analytics
360 Degree View
Customer Dashboards
Big Data Analytics
Data Visualizations
Business Actions
Customer Life Cycle Management
Cross Sell / Up Sell
Personalized Campaign Management
360 degree View
Affinity positioning
External factor analytics
Store Sales data
External Demogra- phic
Customer data
Product Data
Social Feeds

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Scenario 3: Inventory Vs Real-time sales
Business Problem : Trends indicate that stores have not been able to manage optimum stocks
Objective : To have a suitable forecasting mechanism to avoid loss of customers.
Data Source
Store Sales data/ Store No.
External Demogra- phic
Product data
Customer details
Social Feeds
Real-time Store wise sales
Channel Sales
External factor affecting sale
Big Data Analytics
Data Visualization
Business
Actions
Customer profile analytics
Sales Prediction analytics

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Scenario 4: Richer Mobile Interactions
Through enliven platform, all the touch points of the consumer could have a mobile element.
Our enterprise CEM platform has accommodated richer mobile interactions for the end consumers:
ExtendedPackaging
Consumersaccessadditionalinformationaboutproductsthroughtheirmobilephone
Coupons
Mobilephonesusedtocapture,manageandredeemcouponsanddiscounts
Loyalty
Mobilephonesreplacephysicalloyaltycardsandprovidepersonalizedmobileservices
Advertising&Promotions
Advertisingandpromotionalinformationissentdirectlytomobilephones
Self-scanning&Self-checkout
Consumersinsupermarketsusetheirmobilephonetoscanproductsastheydotheirshopping,enablingthemtocheckoutwithoutassistance
StoreLocation
Amapisdisplayedonamobilephoneshowingwherestoresarelocatedwhereconsumerscanbuyaproduct
In-storeNavigation
Consumersfindproductsmoreeasilywhileinastore
ShoppingLists
Consumerscanbuildashoppinglistontheirmobilephoneandaccessitwhendoingtheirshopping
MobileCommerce
Consumerscanbrowse,orderandpayforproductsdirectlyfromtheirmobilephone,anytime,anywhere.

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360 degree View across domains
360 Degree View
•Mapping Profile, patterns and comparing with enliven knowledge bank.
•Our engine designs a personalized next best action which will correlate loyalty ,offers, profile ,preference each in REAL TIME
Input Sources
Profiling
360 Degree View
Last Mile Delivery
Scenario 5:

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enliven CEM®APPROACH
DATA SOURCES
PERSONALIZED RECOMMEN- DATIONS
PRODUCT & KNOWLEDGE HUB
DELIVERY MODE
Email
CONTACT CENTRE
DELIVERY CHANNELS
KIOSK
MOBILE
INVENTORY, PRICING ETC.
HEAT MAP
REAL TIME
BATCH
EVENT
NEXT BEST ACTION
TABLET
* DATA SOURCES ASSUMED LOGICALLY
CROSS CHANNEL INTEGRATION
CRM
LOCATION ANALYTICS
DEMAND PREDICTION
360 DEGREE INDIVIDUAL VIEW CUSTOMER ANALYTICS
Contact Centre
Inventory
Other Business Systems
Data source …N
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Customer Analytics
Vendor Analytics
Behavioral Modeling
Preference Modeling
Revenue Analytics
Channel share Analytics
INTELLIGENT MULTICHANNEL ANALYTICS LIKE

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How enliven CEM helps ?
Market Basket
Buying Propensity
Catalogue Indexing
Location, Time & Season based Browsing Patterns
Decisioning & Predictions
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Data Grid View
Big Data View
Analytical View
Issue Anticipation & Response Analytics
Personalized Recommendations
Collaborative Filtering
Affinity Positioning, Pricing & Inventory
Cross Sell & Up Sell Campaigning
3600View driven Campaign & Support
Proactive Service
Support
Experience Indicators
Data-marts
Analytical Derivations
Enliven OUTPUTS

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Personalized Offers
Relevant
Recommendations
Location Specific Promotions
Special personalized Discounts depending on Lifecycle Value
Integrating channels- No Confusion for Customers
DATA SOURCE
ANALYTICS
Behavior Analysis
Customer Profiling
Life Cycle Analysis
Product Fitment
RFM & Preference
Clickstream Analysis
Sales pattern
Vendor analytics
Store pattern
Demand Planning
Response Analytics
Value Scoring
NEXT BEST ACTION
Inventory
Pricing , Discount, Commission
Selling Statistics
CRM
Last Mile Delivery at
RelevantTouch points
Workflow–Last Mile Delivery
Mobile app

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Enliven –Salient Features
Single Foot Print Solution
Core Engine Benchmarked to process transactions of millions of customers
Real Time Delivery of NBAs to Touch points, Contact Center as well as self care systems with inbuilt In-Memory Computing
Configuration Engine to scale business logic to different scenarios using the same deployment with In built business rule engine
360 Degree view of the customer to apply NBA at individual level
Can automate and solve process issues, integrating workflows
Business Dashboard for decision makers to monitor the effectiveness of the CEM program
Big Data visualization for easier decision making process and applying actions
Technical Dashboard to monitor the transaction processing
Inbuilt Analytics

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SOLUTION BENEFITS
Business
•Better engagement of the customer while they have your attention
•Continuous view of customer present state
•Loyal Customers
•Effective Campaigns to maximize revenues
•Effective Cross Sell and Up Sell
•Advantage of Process Assurance / Support and Analytics in single solution
Customer
•Every thing at finger tips to manage
•Better Experience with relevant offerings
•Informed Decisions with relevant information
•Better Prices and rewards –recognition for Loyalty
•Better Voice Of Customer (VOC)

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© RAMYAM INTELLIGENCE LAB
For further discussions, please contact:
Rupa Sridhar
VP-Solutions
+91-8553042424
rupa@ramyamintel.com
www.ramyamintel.com
ThispresentationcontainsproprietaryandconfidentialinformationofRamyam
TheenlivenCEMproductcontentinthispresentationisintendedforuseasaguidelineandstrictlyforinformationpurposeonly
TheinformationrelatedtoenlivenCEMproductissubjectedtochangeatanytimewithoutnotice
AnyoftheenlivenCEMproductmilestones,features,releaseperiodsorversionsreferredhere-incouldchangefromtimetotime
Any3rdpartytrademarks,contentorreferencestoproducts,belongtotherespectiveorganizationsandtheymighthavebeenusedforreferenceonly