Data & Analytics
Data Integration for Business Process Redesign
Using Data to Make Better Decisions for Better Results
Transforming Your Business By Analyzing All Datasets
The Northridge Group has helped Fortune 50 and mid-market organizations with the integration and analysis of multiple data sources to drive insights from Voice of the Customer programs, omni-channel interactions, as well as operational and performance data to enable the identification of upstream business process redesign opportunities.
Our Solutions
Deeper Analytics for More Powerful Insights
The following are three critical data sources we help our clients analyze to create a rich and comprehensive view of customer needs and wants, influencing market forces and trends, and the impact of operational and performance metrics.
Unstructured Voice of the Customer Data
Includes the traditional channels of calls, email, chat/web, and social media; as well as additional data sources such as CSR notes, surveys and data collected from virtual agents.
Structured Enterprise Data
Includes data sourced from product profiles, CRM/ERP data, operational data, customer demographics, account rep information, metrics & scorecards and partner companies.
Market Benchmarking Data
Includes customer data that organizations can pull in to get a market-based reference for making decisions such as economic growth/GDP, disposable income, customer growth, customer preferences, raw material prices, technological advancements, and government regulation.
Our Approach
Better Decisions Yield Better Results
When data sources are analyzed holistically, the insights provide organizations with greater possibilities to make better, more informed decisions.
The Northridge Group has the tools, expertise, skill-sets and analytical capabilities that uniquely qualify us to help clients optimally process their data sources to extract customer and business insights that fuel upstream process improvements.
Our Solutions
Examples of Business Process Improvements include:
- Redesign customer communications to be clear and easier to understand
- Leverage complaint data to prioritize systemic business process improvements
- Identify company policies that drive non-value calls and back-office rework
- Regularly review transfer data to drive IVR and routing improvements
- Analyze unstructured data to identify new product or service opportunities
Northridge Success
Fortune 100 Organization Leverages Quality Monitoring and Business Process Improvements to Increase Customer Loyalty and Revenues
A world leader in travel services uses both quality monitoring and business process tracking to measure and improve their customer experience. The company engaged Northridge to analyze both quantitative and qualitative datasets to identify process and agent performance improvement opportunities. Specific behavioral recommendations, correlational analyses, and targeted coaching enabled the team to prioritize and select key strategies and improvement opportunities to drive quantitative business results.
This resulted in improved agent performance and a 9-basis point increase in customer loyalty within one year.
Northridge Perspectives
The Problem of Too Much Data: How to Take Action in the Face of Data Overload
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens when a complex institution is pulling data from multiple, unrelated sources and needs to get clear, simple direction from that...
Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers
In our previous post, we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The benefits of data...
Harnessing the Power of Data to Improve First Contact Resolution
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is...
Additional Data & Analytics Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you achieve your goals.
