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Insights & Customer Behaviour Intelligence

World Leading Cross-Platform Online Fashion Store

This e-commerce company operates a cross-platform online fashion store. Founded in 2008, the company has grown to encompass 14,000 employees, operating in 15 countries across Europe.

Situation

The company had successfully expanded over the past decade but was still relying on all homegrown infrastructure for billing and front-end systems.

Company leaders recognized that, if they were going to keep up with competition, maintain and grow marketshare and develop innovative new business models, they needed a more modern and effective IT infrastructure.

To maintain its leading market position, company leaders wanted to collect in-depth intelligence

and insights from digital customer behavior and buying patterns. They wanted to understand the buying process in detail, both when customers make a decision to buy, but just as important, when they don’t finalize the purchase.

The previous homegrown front-end systems couldn’t collect and bind these types of insights to each customer—nor could they provide intelligence, insights and billing from business generated through third-party portals.

Solution

Today, the company uses the DigitalRoute Usage Data Platform. They can now maintain a holistic view of customer purchase patterns, both at their own online store, as well as customer behavior through third-party portals. With the new Usage Data Platform, the company can also combine insights from the same customer

regardless of whether the customer uses the website or mobile app. Additionally, the company can now validate credit cards, as well as provision new customers in the CRM, via the DigitalRoute Usage Data Platform’s Entitlement Gateway Application.

Benefits

The company can now maintain a comprehensive picture of digital customer behaviour and buying patterns. With deeper insights and intelligence, they can now develop more effective promotional campaigns precisely targeting customers based on past behavior and preferences.

Deeper cross-platform customer intelligence also allows the company to conduct more accurate predictive forecasting. For example, they can now detect when a garment is selling quickly and proactively re-order it—before they disappoint customers or lose sales.

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Transparent Reimbursement & Revenue Leakage Prevention

World Leading Beverage Provider

This company is the largest beverage provider globally and one of the world’s most recognized brands. Today, the company offers over 500 brands to people in more than 200 countries.

Situation

The beverage company had been enormously successful for many years, but its IT and data systems were beginning to show their age.

If the company was going to continue to lead the global market, they needed to modernize. Company leaders envisioned a single system that could handle the entire billing and reimbursement business, instead of having to manually reconcile a patchwork of legacy systems and data sources.

It was an ambitious project, but it would deliver a number of important capabilities. By shutting down several inefficient legacy systems,the company aimed to drive down system maintenance costs. The updated infrastructure would also provide deeper data visibility across systems, and the ability to automate validations and payment reconciliations.

Finally, the company planned to automate its complex reimbursement systems and gain total transparency for these transactions. That effort would entail pulling information from a wide range of disparate sources describing the volumes purchased, as well as equipment leased by distributors.

Under the new Usage Data Platform, the company would be able to maintain a single source of “master data” and bind that information to individual distributors in a single session.

By doing so, the company aimed to make global reimbursements more transparent and accurate, and halt potential revenue leakage.

Solution

The beverage company brought in DigitalRoute to help them reimagine the entire data and reimbursement infrastructure. With the new Usage Data Platform, the company can now collect and validate data from across its environment and distributor ecosystem in real time.

Today, the company collects granular data from multiple consumption sources, including both tracking each gallon of soft drinks purchased by distributors, as well as leased equipment.

The solution automates the collection of purchasing data from diverse, disparate systems. By accessing the Usage Data platform for contract information, that data is tied to each distributor.

The system then automatically transmits granular consumption event data to the billing platform for transparent, accurate billing and reimbursements.

Benefits

By automating Usage Data management, the beverage company is now able to accurately track billing and reimbursement events with 100% accuracy.

Through tighter integration of diverse data sources and automated binding of consumption information with each distributor, the company has achieved a much more transparent reimbursement environment and eliminated revenue leakage.

The new Usage Data Platform will enable to the beverage company to grow its global business, continually adding new partners and data sources.

Even as the company adds more sources for consumption events, they will be able to easily and transparently tie Usage Data to specific distributors and ensure accurate reimbursements.

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