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CSL Appoints Lavastorm Analytics Engine to Analyze Customer Feedback in Real-Time and Win Customer Advocates
|By Business Wire
|April 10, 2014 09:09 AM EDT
Analytics, a leading global data management and analytics software
company, announced today that CSL Limited (CSL), Hong Kong’s first
mobile network operator, has chosen the Lavastorm
Analytics Engine to provide agile analytic, data integration and
extract, transform, and load (ETL) capabilities for its net promoter
score (NPS) initiative, dubbed “Yan Hei.” Lavastorm’s software helps to
provide CSL’s customer service, sales and operations teams with
real-time customer feedback.
CSL’s Yan Hei system leverages Lavastorm Analytics to evaluate the
likelihood of a recommendation following a variety of customer
interactions or episodes via its branded retail stores and contact
centers. The Lavastorm Analytics Engine performs the critical function
of discovering the completion of the episode and then triggers a
customer survey almost instantaneously so that CSL can precisely measure
the impact of the interaction on customer advocacy and take action to
improve their customer service.
To determine episode completion and to trigger the survey, Lavastorm’s
software applies a complex set of business rules to data that it
collects and aggregates from sales and support systems all across CSL,
including data from legacy systems. Lavastorm then transforms and loads
the data into a Medallia NPS system, which allows frontline staff,
managers and executives to see, in near real-time, whether Hong Kong
customers are reacting positively or negatively to CSL’s service and,
more importantly, why they are reacting in such a way. Before this
system was in place, decision makers had to make assumptions regarding
customer survey data because they lacked the actual customer verbatim.
“Put simply, advocates mean more business for CSL because they have six
times the referral power and are significantly less likely to churn,”
said Leonie Valentine, Executive Vice President of Customer Service &
Operations, CSL. “Our Yan Hei system is a real customer service
innovation for CSL. The feedback provided by our customers is gold,
which we mine to help us close out issues more quickly.”
“Now, in near real-time, we can pick up on something that hasn’t gone
right and then we follow up on that feedback. In the past, our customer
satisfaction surveys only provided hindsight with little insight because
minimal customer feedback about the customer’s experience of dealing
with us was collected. So, we didn’t fully understand the drivers of
customer advocacy in the Hong Kong mobile market. Today, we can be more
responsive to our customers. Tomorrow, I’m hoping we’ll achieve our goal
of truly proactive customer service, whereby we can pre-empt customer
requests in a positive way,” according to Valentine.
The Lavastorm Analytics Engine was selected because it had successfully
provided agile data management and analytics capabilities for a number
of years in revenue assurance, fraud management and other parts of the
“The agile ETL capabilities of the Lavastorm Analytics Engine won out
over the other tools within the business because there was a short time
frame to implement and we were confident it could transform multiple
data sources to provide the right information to our Yan Hei system. Our
focus on Yan Hei means we are already seeing fewer complaints and fewer
inbound calls,” said Valentine.
Currently, the Yan Hei system operates on key customer episodes such as
new contract, re-contract, billing, complaint, repair, and calls to the
hotline. In addition, the system provides data on the end-to-end episode
so that CSL can improve the process. CSL has plans to expand use of the
system later this year.
“CSL is reinventing the interaction between service organizations and
their consumers,” said Drew Rockwell, CEO of Lavastorm Analytics. “While
many businesses claim to have an advocacy program, CSL is distinguishing
itself with a system that provides a mechanism not only to collect the
feedback, but one that allows them to act on it. Like CSL, we view agile
ETL and data integration as a critical element to making customer
feedback part of ongoing operational improvement efforts.”
Lavastorm Analytics Engine is a powerful and agile data management and
analytics solution that enables business analysts to rapidly acquire,
transform and analyze data. To download the free-for-life Public
edition, or to request a trial of the Professional Plus edition, visit: http://www.lavastorm.com/resources/software-downloads-trials/.
About Lavastorm Analytics
Lavastorm Analytics transforms how
companies tackle data challenges to achieve breakthrough business
results. The company’s agile data management and analytic software gives
analysts new powers to harness data in an era of exploding data
complexity, to discover new insights and to continuously improve
business results. Analytics built in Lavastorm provide analysts with
exceptional self-sufficiency, agility, transparency, accuracy, and
business control. Lavastorm’s solutions have identified business
improvements worth billions of dollars for some of the largest
corporations in the world. For more information, please visit: www.lavastorm.com.
About CSL Limited
CSL, established in 1983, is Hong Kong’s
first mobile network operator and is also the first mobile company in
Hong Kong to employ a distinctive market segmentation strategy to
provide customer - focused services through its brands 1O1O, one2free,
New World Mobility.
It operates a world - class GSM/WCDMA/UMTS 900 network in Hong Kong and
launched the world’s first dual band 4G LTE with DC-HSPA+ network in
2010, through which it offers comprehensive mobile and broadband
services to both local and international customers. As a leading roaming
operator in Hong Kong, CSL also provides customers with comprehensive
international multi-media connectivity with over 590 mobile operator
partners around the world. For more information, please visit www.hkcsl.com
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