Data Sources?
Customer Feedback/Site Comments, Yelp comments, etc. – analyzed
Revelations:
Nobu is the most popular sushi restaurant for women. Women love the “adventure” of eating at Nobu
People will still go to Nobu because of its social status, more than they’ll be affected by high prices of bad service or sub-par food
Found that Nobu raised prices whenever anyone complained about prices
Deliverable:
Explain Nobu’s takeaway product/service
Hypothesis
Empower was having challenges with back orders and billing because problems were not being seen proactively. The believed there were errors with data entry.
Data Sources
Holistic analysis of all previous 3 years’ worth of Salesforce CRM data.
Revelations
The data revealed that significant portions of the customer record – orders, billing, back orders, customer feedback – was being entered the open text fields of Salesforce not the specific fields where the data was supposed to be entered. The agents were entering all of this meaningful data to an area the it wasn’t visible or measurable.
Business Value
Empower was able to use our Textual ETL analysis to look at of this newly discovered unstructured data. All associated problems were corrected, training instituted for the agents to enter data properly and make them aware of why the data needed to be entered properly. It was also revealed that the problem originally occurred because certain agents were trying hide bad news an then the behavior was unknowingly replicated by new hires.