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Leveraging BI to Enhance Customer Experience and Promote Loyalty at eHarmony
Technology Category
- Analytics & Modeling - Predictive Analytics
- Functional Applications - Remote Monitoring & Control Systems
- Application Infrastructure & Middleware - Data Visualization
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- System Integration
- Software Design & Engineering Services
- Training
The Challenge
eHarmony needed to enhance its customer engagement and marketing analysis capabilities to improve user experience and drive business growth. The company required a solution that would allow executives to monitor key performance metrics on-the-go, enabling timely decision-making. Additionally, eHarmony sought to understand how website visitors interacted with their sites, analyze prevalent trends, and identify what drives visitors to subscribe. This necessitated a reliable platform that could provide actionable and near real-time information from a multi-terabyte data warehouse.
About The Customer
eHarmony Inc., based in Santa Monica, California, is a pioneer in using relationship science to match singles seeking long-term relationships. Founded in 2000, the company operates in the United States, Canada, Australia, United Kingdom, and Brazil. eHarmony's service presents users with compatible matches based on key dimensions of personality that are scientifically proven to predict highly successful, long-term relationships. The company constantly strives to enhance its eHarmony.com and Jazzed.com sites and the services it provides to its customers, focusing on customer engagement, encouraging new site visitors and subscribers, and maintaining a high level of service.
The Solution
eHarmony selected MicroStrategy for its intuitive user interface, powerful analytics, and flexibility to slice and dice data across multiple dimensions. The MicroStrategy-based application provides eHarmony with user-friendly reports, scorecards, dashboards, and an intuitive mobile application. This enables the analysis of customer satisfaction, marketing initiatives, and new product features to drive business growth. MicroStrategy's platform allows eHarmony managers and analysts to access actionable and near real-time information from a multi-terabyte data warehouse. The company also utilized Intelligent Cubes and caching to decrease execution time for dashboards and reports to just seconds. To further enhance their capabilities, eHarmony initiated a mobile BI project with the help of MicroStrategy's Mobile QuickStrike consulting engagement. This engagement helped eHarmony storyboard, develop, and support a new iPhone app tailored to their business requirements. The app allows C-level executives, directors, and managers to track site trends and improve user experience on-the-go.
Operational Impact
Quantitative Benefit
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