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LDB Group: Using leading-edge text analytics to reveal customer insights that generate real business benefits
Technology Category
- Analytics & Modeling - Big Data Analytics
- Analytics & Modeling - Predictive Analytics
Applicable Industries
- Automotive
- Consumer Goods
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Data Science Services
The Challenge
LDB Group specializes in helping its clients understand their customers’ needs and desires. One of its key offerings is investigating customer experiences and identifying areas for improvement. When a client from the automotive industry asked LDB Group to study customer satisfaction, the firm saw huge potential in offering similar services to more clients. However, the challenge was to scale processes to handle information more efficiently. The company realized that if it launched customer satisfaction surveys as a new analytics service, it could provide additional value to its existing clients and present a more valuable offering to attract new business.
About The Customer
LDB Group is a company that specializes in helping its clients to better understand their customers’ needs and desires. The company serves businesses of all sizes and industries, with a focus on investigating customer experiences and identifying areas for improvement. LDB Group employs around 500 people at locations across the world. One of its key offerings is investigating customer experiences, and identifying areas for improvement. The company serves a wide range of industries, including the automotive industry.
The Solution
LDB Group decided to deploy IBM® SPSS® Modeler Premium, a powerful analytics platform featuring state-of-the-art text mining capabilities. When an automotive workshop customer participates in a satisfaction survey, the results are automatically sent to the IBM solution. The software then analyzes the feedback to understand why the customer was happy or unhappy with the service they received. Most importantly, it enables LDB Group to pinpoint any opportunities for enhancement. LDB Group is also using IBM SPSS Statistics analytics software to delve even deeper into the survey feedback by performing cluster analyses to understand how the different parts of the customer experience relate to each other.
Operational Impact
Quantitative Benefit
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