Analyzing and Optimizing Customer Loyalty with ARIS PPM

技术

分析与建模 - 过程分析
应用基础设施与中间件 - 数据交换与集成

适用功能

商业运营
销售与市场营销

用例

质量预测分析
过程控制与优化
实时定位系统 (RTLS)

服务

数据科学服务
系统集成

挑战

Accarda AG, a specialist in integrated customer management, is Switzerland’s leader in customer loyalty cards with a payment function. The company manages more than two million customer loyalty cards, with annual card revenues of 2.5 billion Swiss francs. Accarda AG ensures a favorable ratio of costs to benefits for its clients. The company stands for high-performance, individualized business processes and strict adherence to the client’s budget and timing requirements. Consistent process management, with quality assurance in accordance with ISO 9001, is the key to ensuring that Accarda’s clients derive the greatest possible benefit from the growth in sales that can be expected from implementing a loyalty card program. The company was looking for a solution to measure, analyze and optimize business process chains, create dashboards for the online visualization of process measurement results, and provide online access to the entire range of process-related and organizational knowledge.

关于客户

Accarda AG is a specialist in integrated customer management and is Switzerland’s leader in customer loyalty cards with a payment function. The company's major clients include retailers, multimedia companies, oil companies, and furniture stores who rely on Accarda’s card solutions and services. Accarda manages more than two million customer loyalty cards, with annual card revenues of 2.5 billion Swiss francs. The company employs an average of 200 people. Accarda AG ensures a favorable ratio of costs (the necessary investments in a customer loyalty card program) to benefits (expected sales growth) on behalf of its clients. The company stands for high-performance, individualized business processes and strict adherence to the client’s budget and timing requirements.

解决方案

Accarda AG implemented ARIS Process Performance Manager (PPM) and ARIS Business Process Analysis Platform. The introduction of ARIS involved the migration of process models from the previous tool. Accarda employees now have access to all process-related and organizational knowledge through a single interface. Users can also access dashboards displaying the latest figures and information on the status of processing. ARIS PPM monitors all aspects of document processing, generates key figures for each client and provides a dashboard with a visual display of current status. ARIS PPM also provides the company with detailed information on processing times and on the ratio of approved to rejected, complete to incomplete, and fully automated to manually reviewed applications.

运营影响

Ability to respond immediately to a potential failure to meet client-specific time requirements for processing correspondence.
Valuable insights for internal process optimization and customer support, thanks to cross-client process analysis.
Accelerated case processing, thanks to a single point of entry for all process-related and organizational knowledge.

数量效益

Reduced incomplete card applications, saving hundreds of thousands of Swiss francs.
Saved hundreds of hours when monitoring the processing of correspondence.