Customer 360 and data analytics for a global automobile manufacturer

A global car manufacturing company wanted to increase its response rate create customer 360 model view of unique customers.

Client’s data had many inconsistencies, inaccuracies and duplicate entries; unusable for data analytics

• TransOrg developed a customer 360 model view of unique customers, from multiple data sources, viz., sales enquiry, sales, after-sales, post-service feedback, value added services and old vehicle buy-back
• Develop data driven customer analytics use cases

• Analyzed customer data and fixed inconsistencies viz., incorrect, missing values, wrong customer tagging, duplicate entries etc.
• Assigned a unique identifier code to all records of the same customer after consolidating customer data from various data sources:
  • Data exploration: Filled missing values and explored data distribution
  • Deduplication rules on data: Identified ‘KEY’ customer identifiers common across data records  
  • EDA: Identified all available data fields and their fill rates
  • Customer view development: Finalized KPIs for customer 360
• Developed data driven use cases from customer 360 database 
  • Customer loyalty segments based on historical transactions
  • Churn prediction, customer retention and targeted marketing

• Increased response rate on targeted marketing campaigns for multiple products by up to 48%
• Identified drivers behind customer churn from client’s value-chain, for example:
  • Vehicle model
  • Lifetime service attributes
  • Post-service feedback