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SeeWhy has deep expertise in CRM as well as fraud analytics. This expertise has resulted in the development of a series of best practice analytic applications, focused around the customer’s life cycle including:
If you would like and informal discussion about specific challenges you face in your business, , please contact us at: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .
Customer On-BoardingThe first 90 days of any customer’s life with you are critical. This is when up to 70% of cross sells take place, and when you get a chance to build a lasting relationship that will last through a long and profitable customer lifecycle. Automated customer on-boarding programs are very profitable, and yet are often neglected by marketers, focused only on getting the initial sign up. Everyone knows that getting prospects to your website and signed up is critical. Driving customers through to the first sale is clearly the next important step, but marketing shouldn’t stop there. Making sure that the customer goes on to place regular business with you across multiple lines of business is critical to a long and lasting relationship. The goal of customer on-boarding is to ‘nudge’ individual customers into adopting the behaviors of your most profitable customers. SeeWhy COB (Customer On-Boarding) automates cross channel marketing activity during the first days of the customer’s life cycle. Driven by their activity, (or absence of expected activity), not elapsed time, it triggers personal one to one marketing activity based on the individual needs and desires of individual customers through their formative first few months of doing business with you. The effects are dramatic – on boarding programs are often the most profitable campaigns, resulting in both ‘hard’ benefits (customers are 52% more likely to purchase additional products and services) and ‘soft benefits’ (30% more likely to provide customer referrals). back to top
Online Customer Experience ManagementCustomers judge your performance as a brand with every interaction, including every click they make on your website. But online customer experiences vary dramatically from customer to customer based on a large number of factors. Unless you measure it, you don’t know what quality of experience your customers are having. Customers judge your performance as a brand with every interaction, including every click they make on your website. But online customer experiences vary dramatically from customer to customer based on a large number of factors. Unless you measure it, you don’t know what quality of experience your customers are having. Traditional Customer Experience Management (CEM) solutions rely on scripted transactions or server side monitoring, both of which monitor infrastructure as opposed to individual customer activity. Neither method measures actual customer experience. At any moment in time, the individual experiences of the different customers using an ecommerce site can vary significantly, and only by measuring actual experiences can you reliably assess quality of experience. SeeWhy Customer Experience Manager (CEM) measures each customer’s quality of experience across a comprehensive range of best practise key performance indicators (KPIs). These measures include page errors, page load times, and abandonment of critical processes. Ecommerce teams are proactively alerted in real time to important changes to ‘normal performance’ which would be expected for each page or process based on historical patterns for that time of day. Additionally, SeeWhy CEM tracks all individual customers’ experiences, enabling automated real time actions, such as a personal email, initiating a customer experience survey, changing onsite content while the customer is still online, adjusting load balancer policies, or triggering an outbound call to the customer. For example, a high value customer that has a sequence of poor experiences using an online service will be immediately identified, and their details automatically routed to a call center for an out bound call to address the issue. SeeWhy CEM offered both as Software as a Service (SAAS) and also on-site software. Event based MarketingUnderstanding how individual customers are interacting with you, particularly online, can be challenging to most organizations. Today, most marketers rely on grouping customers into broad segments, and then treat each segment in the same way. But experience has shown that a real time response to a customer event can result in up to 16 times greater response rate than traditional campaigns. Tests have shown that a response to a customer a customer event varies dramatically based on the timing of your response:
In event based marketing, timing is everything.These customer events, such as a customer abandoning a process, changing their pattern of business with you, or researching new product areas, are important indicators of intent. Your ability to react to these customer events quickly translates directly into revenue. SeeWhy monitors these critical customer events in the context of the customer’s unique personal history, and automatically initiates a real time response using the most appropriate channel for the situation. This could be a message on the website while the customer is still in session, triggering an outbound sales call to the customer, or triggering a personal email or text message. Typical implementations customer cover on-boarding, up sell, cross sell, loyalty and attrition reduction programs.
Customer ConversionAbandonment rates of shopping carts, online application processes and payment processes is a key performance indicator for most online businesses. But detecting changes in conversion quickly and pinpointing the cause of an abandonment problem can be complex. For example, prior to implementing SeeWhy, an online travel business noticed that their revenues were unexpectedly down after a couple of days, but struggled to pinpoint where the problem was. It turned out to be an error in the pricing rules which had recently been updated. The error only affected vacation packages for longer than 7 days, and made them uncompetitive in that segment of the market. Clearly abandonment problems can be caused by a myriad of different issues related to the technical infrastructure, the page itself, links, the page content, page usability, competitors’ actions etc. The key to stemming losses in revenue is to identify changes in abandonment very quickly, together with a diagnosis of the problem. SeeWhy automatically tracks every step in each business process and tracks conversion for each unique product by comparing with a ‘normal profile.’ Using your own historical data this dynamic profile is built automatically by the SeeWhy system for all product and process steps. By continuously comparing conversion rates in real time against what would normally be expected at that moment in time, problems are spotted immediately and automatically notified to the ecommerce team. Read more about customer conversion here
Payments FraudAnti-fraud technologies have often been focused on the detection of fraud, often at the expense of an increase in the false positive rate. False positives result when an anti fraud system incorrectly flags a transaction as potentially fraudulent when it is in fact genuine. SeeWhy’s behavioral profiling is very powerful new technique which results in a dramatic impact on the economics of fraud. Until now, increasing the detection rate has caused an exponential increase in false positives, making the economics unattractive. But with SeeWhy, by continuously profiling the unique behavior of millions of individual accounts, merchants, and merchant categories in real time, more fraud can be detected faster, and at a significantly lower cost than using traditional approaches. When benchmarked in tests alongside typical rules systems, the results were dramatic: between a 4x and 9x reduction in false positives, at the same time as maintaining detection rates. Moreover, while SeeWhy can be used as a standalone anti-fraud system, it is often deployed alongside other fraud systems. For example, SeeWhy can enrich payment data streams with behavioral profiling information prior to processing by your existing rules or analytic system. If you would like to learn more about SeeWhy anti-fraud applications, request a copy of our whitepaper or discuss reducing false positives in your fraud systems, please contact us at: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .
Retail ShrinkShrink is now a hot topic. As like for like growth has become harder to achieve, management teams are turning their attention again to the potential to impact the bottom line by cracking down on shrink. The challenge is to identify the fraudulent transactions from the millions of completely legitimate sales which pass through the hundreds or thousands of points of sale in your business every day. SeeWhy Retail Fraud Alert (RFA) is a prepackaged solution which monitors every transaction as it happens for the signatures of fraud, enabling revenue protection teams to be advised about all suspicious transactions, within seconds of them taking place. This solution covers critical areas including:
The system drives employees to do the right thing, and ensures that process loopholes are precisely monitored for business policy compliance. SeeWhy‘s Retail Fraud Alert system was developed specifically for retailers jointly with our business partners Sanderson RBS which offer this application as a turn key service. The system has proven to be very effective in live environments in providing an effective deterrent against theft by employees. For example, one retailer using the Sanderson RBS service has reduced one of their key performance indicators by a factor of 4x using the system.
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