Luxury car company makes the right offer at the right time through the right channel, with a scalable cloud solution. If auto dealerships had a crystal ball they’d want to see which customers were willing to trade up, buy accessories or schedule service—if offered just the right incentive. Our client already had much of the data to make these predictions, like service histories, website visits and calls to the financing department. But different departments (new car sales, after sales, service, financial services, etc.) saw just their own slice of the data and conducted their own marketing campaigns. Without a holistic view of the customer, departments sent overlapping offers, some not relevant. Consequently, customers paid little attention.

Another problem

Predicting what customers want and when—and automating an offer The client engaged Interactive to build a personalized marketing platform to deliver the right offer through the right channel at the right time. The solution creates a 360-degree customer view by consolidating the company’s own data (sales and service history, website visits, driving history) as well as data from external sources (social media, etc.). It identifies the next best offer using machine learning and artificial intelligence, and then automatically extends that offer through the best channel. Depending on the offer and customer preferences, the channel might be an email, text message or phone call from the seller. The platform pushes responses to Adobe Campaign, which tracks responses and automates complex workflows. Campaign results appear on an interactive dashboard and are fed back into the analytics engine—so predictions just keep getting better.

Different customers, different experiences Picture two people in the same city who both drive the same car. With a 360-degree view, the solution recommends different offers. Consider Lisa, age 42. From social media the solution knows she’s a vice president at a multinational company. Other internal and external sources indicate she’s active on music forums, enjoys road trips, made a 70% down payment on her current car and averages 20 hours a week on the road. The recommended offer: an inclusive service package plus a discount on accessories that improve the entertainment experience on long trips. The solution automatically sends Lisa a service notification via text (her preferred channel). She clicks through to book an appointment. Calling up the car’s service record on the day of the appointment, the technician is prompted to

create a zero-touch order management process with more efficient operations and increased revenue opportunities.

The challenge

A large food and beverage company wanted to upgrade its B2B customer engagement capabilities with a new omnichannel 24/7 ordering system and engaged to find a solution. Our client had a concurrent challenge of wanting to support the extensive new functionality with strong order management operations. The main hurdle to clear was the company’s limited visibility into order and fulfillment processes. It had no way to easily coordinate suppliers, distribution centers and shipping. It also wanted to deploy analytics across the order management process to get better real-time insights and customer awareness to improve upselling and cross-selling.

Streamlined data flows satisfy customers

The food and beverage company’s customers, such as large hotels and sports venues, place orders through their preferred channel, whether mail, fax, email, EDI or inbound calls to a service center or their national account managers. Our solution supports these different order channels with Smart Intake, which extracts relevant data from multiple formats and speeds up order processing. Our solution processes the order, checks the order against inventory online and confirms with the target distribution facility. The order is confirmed with the customer via email or voice, and then is routed to an optimally located distribution facility.

We integrated the solution components to enable faster, seamless data flows. The Onvida omnichannel front end is integrated with the client’s Siebel customer database. Applying advanced analytics to this data flow generates insights our client uses for customer segmentation and to identify up- and cross-selling opportunities, The analytics feed marketing campaign software, which is integrated with the Onvida front end, ensures customers are presented with compelling offers tailored to their geographic region, local events, new product introductions, etc. Sales have increased by $200 million since we deployed these capabilities, with significant double-digit growth in key categories, such as a nearly 32% increase in revenue per order and almost 33% growth in cases per order. We are also deploying IPA, NLP and natural language generation to further digitize and automate the order management process. This will result in more “perfect orders”—touchless order processing that delivers accurate orders on time, and in full, every time.

Harvesting data to grow a crop of new customers A leading agribusiness company looked to harmonize its systems and reach customers more cost effectively.

The challenge

Being a key player in agricultural sales and trading involves working with farmers to ensure every harvest gets from field to plate in the most efficient and profitable way. A leading global agribusiness realized it was falling short of these objectives by not leveraging the vast amount of data held within its siloed, disparate IT systems. When unlocked, this data could be used to improve direct selling to farmers, facilitating their participation in commodity trading markets and helping the company expand its revenues and client base.

The Approach

To help with digital transformation, the company worked with manufacturing technology experts to harmonize its systems, prepare for data analytics and deploy a new enterprise resource planning platform. Next, we proposed developing an app to help farmers get their products to market more effectively. Traditionally, farmers had to wait for a sales rep’s visit to discuss the best way to sell their harvest and when to place seed and fertilizer orders. With input from farmers in Iowa and Indiana,

We created and launched a revolutionary phone app that gives farmers direct access to grain trading for the first time. Farmers input information, including farm size, crop type, number of seeds sown and utilities costs, and can now make intelligent decisions about when to sell and what to buy. The app also combines this information with real-time data on market and product prices, so farmers can maximize their profits.

Building a best in class data & AI factory in B2B manufacturing in less than 1 year

The challenge

A major international Mining & Metallurgical company was looking to test AI by making quality metal cheaper in two countries, experiment with AI teams with a strong involvement of business & IT, and create an iterative approach of “Think large, start small, scale fast”. The goal of the initiative was to demonstrate AI value for metallurgic fusion, and build an AI factory with a decent time-to-market operating model & governance to support AI at scale. Producing a metal of better quality with the same resource.

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