Our client, a leading gaming company, covering lotteries, wagering and sports betting needed to transform its data and analytics function to enable it to acquire more customers and grow revenues. It engaged Customer Crunch to help understand the limitations of its current model and devise a program for future success.
By deploying a range of our services including hands-on consultancy and our proprietary SPARCA™ qualitative review process, we developed a two-year program plan for the organisation to achieve its commercial objectives.
The Commercial Challenge
The organisation engaged Customer Crunch with the aim of lifting its capability to increase revenue and customers. To support this aim, it first needed to understand its current state data and technology capability and quantify a set of business use cases and measurement standards. Our client then required insights on how to optimise the development of the future state of its data and analytics function.
The organisation needed to:
Customer Crunch followed our proven process by which we uncover the current state of a client’s customer base, data and analytics capability and the commercial intent. An essential component of this is SPARCA™, our AI automated solution which accelerates the discovery process, enabling us to quickly design and offer recommendations that align to the client’s current level of commercial maturity.
On this program, we provided the following services:
A qualitative ‘what is’ review of the organisational data-flow from initial data capture through to insight-led actions.
Strategic and operational leadership
Commercial lead and liaison for the business unit and managing team workload. Support in stakeholder engagement, operating model design and candidate assessment and interview assistance.
Capability review and assessment
Reviewed existing capability, resource utilization, and gap analysis on future state need.
Data and technology assessment
Deep dive discovery and assessment of data and technology to identify challenges with current and future state for the client’s data and analytics capability.
Hypothesis design and testing
Designed and tested a set of commercial hypothesis statements to validate understanding of use cases and strategic intent.
Developed a proof of concept for selected use cases to demonstrate commercial value of data and analytics investments and potential revenue uplift.
Business Impact and Outcomes
Applying the benefits of the data and analytics capability uplift, Customer Crunch developed a 24-month program plan for executing the organisation’s strategic commercial objectives. Our program created a clear strategy for the business to scale out their data science capability over the near term. It included a set of artefacts that would help them effectively design each asset and measure their value to the bottom line.
See More Case Studies
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Customer Crunch partnered with an international banking group covering retail, business, and insurance products that needed to improve customer engagement and attract new prospects as part of a new product launch. Our solution, using our A.I. automated solution, SPARCA™, identified gaps in its business processes that were restricting customer engagement. We then made recommendations on how the bank could transform its data and analytics capability and improve customer targeting.
Case StudyAged Care Provider
Customer Crunch was engaged by a known aged care service organisation facing the loss of market share and negative customer growth. We deployed a performance management solution using advanced data visualisation, resulting in a 30% uplift in new customer inquiries, acquisition, and cost savings equating to three FTEs.
Case StudyNational Transport Organisation
Customer Crunch was brought in by a major transport industry association for truck operators that wanted to develop a new pricing and customer strategy, but first it needed to improve its value proposition and grow its membership base. Using our automated SPARCA™ we developed a customer segmentation model and data visualisation suite to support member engagement and future strategic business initiatives.
Case StudyState Government Organisation
Customer Crunch was engaged by a state government agency in insurance products and healthcare provision with a new, consolidated service offering after the merger of several government departments. The client’s future success hinged on understanding its current state and maximising its future data and analytics capability. Via a combination of our hands-on commercial consultancy expertise and our proprietary SPARCA™ qualitative review process, we conducted a deep dive discovery of current state capability and devised a strategic road map for the agency to develop a mature future state data and analytics model.
Via a combination of our hands-on commercial consultancy expertise and our proprietary SPARCA™ qualitative review process, we conducted a deep dive discovery of current state capability and devised a strategic road map for the agency to develop a mature future state data and analytics model.