Customer Journey
Mining with Pathfinder

Direct impact on revenue: analyze your customer processes and increase customer loyalty and thus customer lifetime value

THE CHALLENGES

Competitive pressure

Competition is growing, competitive pressure is increasing and with it the need to deploy resources efficiently, intelligently and in a differentiating manner.

Customers in transition

The digital transformation is affecting all areas of life and work, and Corona is accelerating this development even further. Customers are increasingly online. Their “consumer behavior” is changing, as are their expectations of companies.

Economies of scale exploited

Adwords, Check24 and co. are no longer scalable, costs per customer are rising.

IT under construction

The modernization of the IT infrastructure often takes place in parallel with the processing of regulatory requirements and blocks resources for innovations.

Resources at the limit

Marketing and sales must master the balancing act between cost pressure and the requirements of top management and shareholders.

INTRODUCTION TO CUSTOMER PROCESS MINING & ANALYTICS

  • Airbnb, Apple and Amazon are leading the way: Today, customers expect a world-class customer experience across all channels
  • Keeping track of complex processes across all channels is becoming increasingly difficult and it’s easy to see how customers are interacting with your business
  • BI and Data Science cannot provide an overview of where the biggest inefficiencies are through individual models.
  • Which screw needs to be turned to make customers more active, where is upsell potential lost, and where are customers breaking with you?

OUR CUSTOMERS’ GOALS

INCREASE TURNOVER

INCREASE CONVERSION RATE

INCREASE CUSTOMER LIFETIME VALUE

INCREASE CUSTOMER LOYALTY

REDUCE COSTS THROUGH AUTOMATION

IMPROVE DUNNING

SPEED UP PAYMENT PROCESSES

REDUCE MANUAL EFFORT

WE SEE YOUR COMPANY FROM THE CUSTOMER’S POINT OF VIEW

  • Thinking from the customer’s perspective and perceiving the processes from the customer’s point of view
  • How does the customer experience your service delivery?
  • Visualize the entire customer journey across all customers
  • Market research and surveys are good, but today you have data on all customers and how do they experience your service?
  • At what point do customers today deviate from your process planning?
  • On average, less than 30% of customers are served the way they think they should be served
  • Today, data is in silos and touchpoints across multiple systems are not easily tracked

CUSTOMER ORIENTATION 4.0 –
HOW DOES IT WORK?

Identify the customer journey from the customer’s point of view, analyze GAPSs
and optimize in a continuous improvement cycle

USE CASE – AREAS OF APPLICATION ALONG THE CUSTOMER LIFECYCLE

Improve buying processes via website, store, app and co.

Customer portal & app

Indirect communication saves money, but how do you move customers around the portal? Do you find what they are looking for or do they call the hotline annoyed?

Dunning

Optimize dunning processes by analyzing and segmenting customers

Multi-channel communication

Through which channel do the best and where the bad customers communicate? Where do you lose your customers?

Service Center and CRM

Find inefficiencies in service processes by analyzing and visualizing customer behavior.

EXEMPLARY USE CASES + SUCCESS STORIES

INSURANCE

How do your new customers move through the website to closing?

= Clear plan on how to reduce abandonment rate.

ENERGY-
SUPPLIERS

Funnel analysis and usage analysis online calculator

= Clear improvement approaches of the online sales funnel

DIRECT BANK

Investigate website usage as part of a large marketing campaign, which user guide results in higher conversion

= Better budget allocation & content alignment to customer needs

TELCO

Analysis of purchase sequences & calculation of purchase probabilities

= Optimal prioritization for call center sales

FINANCIAL CONSULTING

Investigation of website usage in the context of a content marketing strategy, which content paths lead to successful conversion

= Better budget allocation & content alignment

CONSTRUCTION FINANCIER

Targeted process analysis from customer perspective, data analysis as well as sales funnel analysis

= Sales potential of several millions

BANK

Analysis of website usage and deals, finding optimization opportunities

= Increase conversion rate of expensive traffic sources

TELCO

Analysis of website usage in the online store & investigation of the paths to successful conversion

= Better budget allocation and more successful process improvements

INTRODUCING – PATHFINDER

The Swiss Army Knife for data analysts enables comprehensive analysis of visitor and customer behavior across all customer touchpoints from website and customer portal to CRM, service center, email, SMS and on-site incidents in your stores and stores.

  • Connect to any underlying business system
  • Get a complete real-time view of processes
  • Leverage a complete set of process improvement tools, including process mining, AI, and automation
  • Benchmark processes against industry standards and best practice implementations
  • Identify execution gaps and maximize capacity to achieve breakthrough performance

PATHFINDER IS THE TOOL OF CHOICE FOR ANY SAVVY DATA ANALYST

With Pathfinder, you gain insights into the behavior of your visitors and customers on your websites and, based on this, receive completely automated targeted recommendations for action for the further success of your digital sales campaigns.

Analyze & understand visitor behavior

  • Connect to any underlying business system
  • Get a complete real-time view of processes
  • Leverage a complete set of process improvement tools, including process mining, AI, and automation
  • Benchmark processes against industry standards and best practice implementations
  • Identify execution gaps and maximize capacity to achieve breakthrough performance

See what you want to see

  • Control your analytics and zoom from high-level overviews to individual user journeys
  • Track main paths across your entire website or zoom into subsections of your website
  • Understand where your visitors are “bouncing off” your sign-up forms

Grouping of target groups and campaigns

  • Automatic calculation of similar user behavior
  • Display and comparison of similar behavior patterns

PATHFINDER IN ACTION

Automatic segmentation of customer behavior on the website

An example: Analysis of actual user flows on your complete website for different visitor segments – here first-time visitors (orange) vs. return visitors (blue).

Do all visitors actually behave as you planned? Where are the optimization potentials?

USE CASE PROCESS ANALYSIS CONSTRUCTION FINANCIERS (1/2)

ANALYSIS – 10 STEPS FROM LEAD TO CLOSE

Often data only available for a few process steps – lead, inquiry at bank & closing

–> Enormous potential for automation and data-driven sales

USE CASE PROCESS ANALYSIS CONSTRUCTION FINANCIER (2/2)

TARGET PICTURE – 10 STEPS FROM LEAD TO CLOSE – CONTROL & GUIDANCE IN EACH STEP

–> Achieved revenue as well as productivity increases through automation and data-driven sales

–> End-to-end control and leadership over your sales process

HOW CAN I GET STARTED?

START RISK-FREE AND RESOURCE-SAVING IN WEEKS INSTEAD OF MONTHS

bestellung

SIGNING & ONBOARDING

  • Definition of project scope
  • Offer and order
  • Discovery Workshop
  • Discussion of current management initiatives, sales challenges and relevant use cases
  • Identification of relevant stakeholders and decision makers
  • Definition of key decision criteria
  • Ranking of key sales relevant business cases and feasibility based on data availability
setup

ANALYSIS

  • Data transmission
    Analysis of the data landscape with the goal of a holistic picture on the customer

    • Which data pots exist?
    • Which data pots need to be merged?
  • Structured process analysis with the goal of understanding the process from the customer’s point of view
    • Which steps are there in the process?
    • Is there data for each step?
  • Funnel analysis with the goal of visualizing breaking points and potentials
golive

FINALIZE & PRESENT

  • Business Case Session
  • Business Impact Workshop
  • Organizational Fit Meeting
  • Roadshow
  • Final management presentation incl. Roadmap
optimierung

ROLL-OUT

  • Decision & Order
  • Preparation for the implementation of the roadmap
  • Rollout of an individually tailored solution from Adtelligence to leverage the potentials that have been worked out

BENEFIT FROM OUR PROVEN BEST PRACTICES

that we have implemented along the customer lifecycle in 250 customer projects with our customers