Aha! Presents Real Business Analytics Benefits
Case Study: Deltacom

Profile: A facilities-based telecommunication provider based in the Southeast United States, Deltacom supplies voice, Internet, data, and equipment solutions to business and enterprise customers. In 2009 Deltacom wanted to increase customer revenue through improved customer retention-and improve retention through an enhanced customer experience. Deltacom saw business analytics as core to creating an enterprise solution that could deliver a superb customer experience. Using Aha! Software tools, the Deltacom Operational Excellence organization leveraged the analytics project to help deliver those outcomes.

Analytics applied:
  • Deltacom Experience Index
  • Customer and line churn management
  • Customer retention
  • KPI models
  • Model data file
Business benefit:
  • Alignment of key customer satisfaction measurements with: Business function, Market segment, Distribution channel
  • Models to support customer retention: Churn by line and revenue, Alignment by market segment, geography, and competitor
  • Collaboration by executive team, planning, corporate research, marketing, sales, and day-to-day operations
  • Solution delivered in 120 days

Case Study: Qwest

Profile: Qwest Business offers a comprehensive portfolio of data and voice networking communications solutions to enterprises, government agencies, and educational institutions of all sizes. The Qwest backbone network covers the entire continental United States and has one of the largest fiber footprints in the country, capable of supporting 40 Gbps data transmission rates.

Analytics applied:
  • Revenue management
  • Fiber build optimization campaign
  • KPI models
  • Model data file
  • Regression modeling
  • Monte Carlo simulation
Business benefit:
  • Predictive modeling by building/MSA/Market
  • NPV and ROI being tracked continuously
  • Collaboration by executive team, planning, corporate research, marketing, sales, and day-to-day operations
  • Cross-utilized for acquisition campaign
  • Solution delivered in 120 days

Case Study: Coventry Health Care

Profile: Coventry Health Care (www.coventryhealthcare.com) is a diversified national managed healthcare company based in Bethesda, Maryland, operating health plans, insurance companies, network rental and workers' compensation services companies.

Analytics applied:
  • Customer retention campaign
  • KPI models
  • Model data file
  • Regression modeling
Business benefit:
  • Improved retention 7%
  • Generated a NPV of $43 million
  • Generated an ROI of 2,447%
  • Collaboration by executive team, call center management team, and analytics team
  • Solution delivered in 65 days

Case Study: Employer Services Group

Profile: Employer Services Group (ESG) provides a full range of HR solutions. Since 1997, ESG has served technology, financial services, telecommunications, engineering, and professional services organizations by helping clients reduce costs, by providing access to Fortune 1000 benefits and by providing access to strategic HR management.

Analytics applied:
  • Revenue management
  • KPI models
  • Customer retention
Business benefit:
  • Used daily to manage the business
  • Increased margins; reduced operating costs
  • Solution delivered in 14 days

Case Study: Salesforce.com

Profile: Salesforce.com is the market and technology leader in SaaS. The company's portfolio of SaaS applications includes its award-winning CRM application. In 2008, Salesforce.com managed customer information for approximately 41,000 customers including ABN AMRO, Dow Jones Newswires, Japan Post, Kaiser Permanente, KONE, Sprint Nextel, and SunTrust Banks.

Analytics applied:
  • Revenue management
  • Embedded analytics
  • Monte Carlo simulation
Business benefit:
  • Sales pipeline evaluation
  • Management of Salesforce.com's products using Axel
  • Customer access through an Axel portal
  • Solution delivered in 90 days

Case Study: Quantitative Virtualization

Profile: Quantitative Virtualization LLC Is a development-stage technology company focused on operational management of cloud-computing environments and cloud-based applications.

Analytics applied:
  • Axel discrete-event simulation
  • Optimization of cloud computing
  • Service level assurance
  • Resource utilization
  • Rapid proof of concept
Business benefit:
  • Cost-effective design of patent-pending methods for control of on-demand resources in the cloud
  • Guaranteed application service levels
  • Design of autonomous predictive provisioning techniques