SAS e-intelligence Solutions

Transcription

1 SAS e-intelligence Solutions Richard Doherty e-intelligence program manager SAS Institute EMEA

2 The e-business Promise Low Infrastructure Cost Extends Reach to Larger Audiences Provide Information on Behavior not just Purchase/Completed Transaction Help build loyal relationships

3 The e-business challenge Low brand loyalty in the Web need to build loyalty to the Web Experience Hard to build a picture of the audience from Web Clicks Need to integrate Web data with intelligence from other channels Many e-business decisions being made on gut feel alone.

4 The e-business Reality:! Focus is on building the Infrastructure! Infrastructure does not offer competitive advantage! Only those who know and quickly respond to their audiences will survive. e- Darwinism prevails

5 The Analyst View Site success cannot be measured by hits and page views. Instead, firms need an intelligent infrastructure to track visitors and their activities. Leaders will use metrics to fuel personalisation and create a single, cross-channel view of the customer. Forrester Research Inc.

6 Key e-business Success Factors MANAGE THE RELATIONSHIP! Know the User (buyer, supplier, internal, all)! Customize the experience ( stickiness )! Personalize the response! Identify Potential (Patterns, Trends, Groups)! Manage Fraud + Supplier Risk MANAGE THE INFRASTRUCTURE! Manage Response Times! Guarantee 24/7! Plan for Surge! Track Usage! Detect site intrusion and hackers! Provide Customized Portal! Support real time modification Create the ideal mutually beneficial, and therefore profitable, relationship with customers and suppliers

7 e-business Success Factors Grouped by Order of Benefit Keep the Customer Coming Back Infrastructure Intelligence 0 Secure 7/24 Response Time Hits Technology Concerns Intrusion Detection Click-Stream Optimal Site Design Focused Content Fraud + Risk Surge Planning Usage Tracking Guided Patterns Customized Educational Potential Loyal to the experience Grouping Personalized Business Concerns

8 Today s Focus e-infrastructure Keep the Customer Coming Back 0 Secure 7/24 Optimal Site Design Guided Customized Personalized Hits Response Time Focused Content Educational

9 Today s Focus e-infrastructure Keep the Customer Coming Back Personalisation based on intuition 0 Intuition Secure 7/24 Optimal Site Design Guided Customized Personalized Hits Response Time Focused Content Educational

10 Infrastructure Intelligence 0 Tomorrow s Advantage e-intelligence Hits 7/24 Response Time Secure Intrusion Detection Click-Stream Optimal Site Design Focused Content Fraud + Risk Surge Planning Usage Tracking Guided Patterns Customized Educational Potential Loyal to the experience Grouping Personalized Keep the Customer Coming Back

11 Relative Spend: e-intelligence vs. e-infrastructure BtoC BtoB BtoC Brokers BtoB Survey Forrester Research

12 SAS e-intelligence Solutions Keep the Customer Coming Back Intelligence 0 We Understand the Process Gather the Click Transform Circumstantial into Facts Combine with Other Known Facts Apply Analytics and Web Mining Create New Intelligence Distribute Automate the Action Intrusion Detection Click-Stream Fraud + Risk Surge Planning Usage Tracking Patterns Potential Loyal to the experience Grouping

13 SAS e-intelligence Solutions Focus on e-intelligence success factors Identify new business patterns and trends Initiate and maintain mutually beneficial, profitable relationships Improve ratio of Web visits to sales Ensure reliable Web site performance Plan for future Web performance needs Potential Loyal to the experience Keeping the Customer Coming Back Fraud + Risk Surge Planning Patterns Grouping Intrusion Detection Usage Tracking Click-Stream Secure Optimal Site Design Customized Personalized 7/ 24 Guide d Hits Response Time Focused Content Educational

14 SAS e-intelligence Solutions Provide Cross-Channel Integration across both functions and information chains IT performance Management Supplier Relationship Management Customer Relationship Management Balanced Scorecard ecrm ebsc Potenti al Loyal to the experience Keeping the Customer Coming Back eitmgt esrm Intrusion Detectio n Click-Stream Fraud + Risk Surge Planning Usage Tracking Groupin g Patterns Hits 7/2 4 Response Time Secur e Optimal Site Design Focused Content Guide d Customized Educational Personalized

15 SAS e-intelligence Solutions Feeds back e-intelligence into the e-infrastructure for real-time modification Provides Facts to support your intuition ebsc Keeping the Customer Coming Back Potential ecrm Loyal to the experience esrm Surge Planning Fraud + Risk Patterns Grouping Fact-Based Intuition eitmgt e-intelligence Response Time Hits 7/2 4 Secure Intrusion Detection Click-Stream Optimal Site Design Focused Content Usage Tracking Guided Educational Customized Personalized

16 SAS e-intelligence Solutions ONLY e-business solutions to provide a holistic view of the target audience ONLY e-intelligence solutions that can integrate intelligence across channels ONLY e-intelligence solutions that apply 24 years leadership in converting data into intelligence. ONLY e - intelligence solutions that are truly scalable

17 SAS e-intelligence Solutions e-discovery Adds intelligence to Web data to give holistic view of target audience Provides ability to combine with other channels SAS e-discovery Software Adds intelligence to real-time profiling to increase return Improves Web-site experience by tailoring to user behavior

18 SAS e-intelligence Solutions Backed by 23 Years of Experience Leading Technology ecrm ebsc Potential Loyal to the experience Keeping the Customer Coming Back eitmgt Fact-Based Intuition e-intelligence esrm Response Time Hits Secure 7/24 Intrusion Detection Click-Stream Optimal Site Design Focused Content Fraud + Risk Surge Planning Usage Tracking Guided Patterns Customized Educational Grouping Personalized

19 SAS e-intelligence Solutions Benefits MANAGE THE RELATIONSHIP! Know the User (buyer, supplier, internal, all)! Customize the experience ( stickiness )! Personalize the response! Identify Potential (Patterns, Trends, Groups)! Manage Fraud + Supplier Risk MANAGE THE INFRASTRUCTURE! Manage Response Times! Facts to Guarantee 24/7! Plan for Surge! Track Usage! Detect site intrusion and hackers! Provide facts for Customized Portals! Support real time modification Create the ideal mutually beneficial, and therefore profitable, relationship with customers and suppliers

20 SAS Institute e-intelligence Leaders! Autotrader.com! the world's largest Web-based auto super site! Smile.co.uk! first UK full-service Internet Bank - part of The Co-operative Bank p.l.c.! Ironsure.com! the on-line motor insurance arm of Iron Trades! Xelector.com! first online financial services marketplace

21 AutoTrader.com Sector: Auto Retail Business issue: New business model, no traditional base of customer knowledge Solution: Identify customer preferences and habits Results: "Rather than trying to scan through reams of paper reports, sales people and managers can go right into the system interactively and extract business intelligence directly from the application Jay Stevens, Principal Consultant at Whitehurst Associates

22 smile.co.uk.co.uk Sector: Banking Business Issue: New full-service internet bank part of the The Co-operative Bank p.l.c. Solution:e-Intelligence CRM data warehouse,sas Institute products used end-to-end, Designed and delivered by SAS Consulting, SAS Rapid Warehousing Methodology from initiation to golive in 2 months Results: real-time intelligence and decision support in place from day one of business launch

23 Ironsure.com Sector: Auto Insurance Business issue: Difficulty extracting and analysing information from its e-commerce infastructure Solution: Click stream analysis and customer profiling Results: SAS software is crucially important to the success of ironsure.com our SAS-based system is one of the key components that we need to use the Internet to achieve our strategic goals. David Shelley, general manager, ironsure.com

24 Xelector Sector: Financial Servíces Marketplace Business issue: Core business depends on making customers the right offer and extracting consumer behaviour Solution: E2E data warehousing and data mining Results: By selecting SAS Institute we have the basics for a strong, industrial-strength data warehouse which will grow with us as we expand our service in the UK and out across Europe. John O Donnell, Xelector

25 SAS e-intelligence Solution Availability Available right now!