Inforte's Analytics Expertise Makes For A Successful Partnership With Travel Services Company

Company Background

As a world leader in travel commerce, retailing travel products distribution and technology solutions for the travel industry, our client, wanted to increase the visibility into their customer data.

Business Issue

The Company chose to implement a robust analytics solution that provides real-time dissemination of critical enterprise data to management to assist in decision making for forecasting, sales opportunities and service execution.

In addition, our client wanted to provide its marketing, sales and service management with a set of standardized digital dashboards as well as the ability to create customized digital dashboards and reports as necessary, without requiring IT support.

Inforte's emphasis on customer intelligence made them the perfect choice as the company's strategic partner.

Inforte's Solution

Inforte partnered with this travel services company to strategically and seamlessly integrate the Oracle-Siebel analytics tool with their current Oracle-Siebel transactional system. The new Inforte solution:

• Provides the ability to create various dashboards or portals that group related Key Performance Indicators (KPIs) together at one access point
• Provides an enterprise solution to view key customer information including demographics, behavior/service history and contact history
• Enables employees to choose from numerous standard reports on a daily, weekly and monthly basis
• Establishes the capability to create new data marts for specific point functions (retention reporting, sales velocity analysis, etc.) in a matter of weeks
• Creates the ability to conduct sophisticated research projects like segmentation, customer value analysis and customer issue root cause analysis
• Creates a centralized CRM repository-the CRM data warehouse-based on specific customer and business analytical needs that can be quickly merged into an enterprise Operational Data Store (ODS)
• Enables a highly scalable, open and fully extensible platform that will enable it to leverage its existing investments in data warehouses and business intelligence tools

Business Benefits Delivered

• Customer Insight: Dramatically increased visibility into customer data and improved information sharing across internal organizations. The solution will enable employees to conduct ongoing research to support customer segmentation and track customer migrations.
• Strategic Insight: Continual executive monitoring of ROI to ensure key metrics are bearing in the right direction and strategy is performing successfully. The new solution will empower the company's employees with self-service reporting tools from which they can supply rich information to their supervisors and executives.
• Organizational Insight: Monitoring of CRM process details to ensure adoption of new processes and technologies.
• Experience Insight: Monitoring of different customer interactions or behavior that will enable our client to address changes in the environment as quickly as possible. The new solution will transform data into actionable intelligence, enabling it to quickly and proactively make more informed business decisions based on market changes and customer needs.