Case Study 3
4 Case Study
Elevating customer engagement for Europe’s largest media company The client is Europe’s largest media company and pay-TV broadcaster, a subsidiary of Comcast, a global media and telecommunications company. The company primarily engages in satellite television production and broadcasting, connecting 23 million customers to premier apps and entertainment.
Leading analytics operationalization for a global consumer goods leader The client is a leading American multinational consumer goods corporation with a global presence spanning across the Americas, Asia Pacific, Europe, Africa, and the Middle East.
Challenge The client processes over 25 million incoming calls annually from more than 15 million customers. They aimed to enhance customer experience on their platform and improve up-sell and cross-sell conversions by leveraging the substantial volume of interactions between customers and contact center agents.
Challenge The client, renowned as an industry leader in analytics within the consumer- packaged goods sector, has been dedicated to operationalizing analytics across all business units since our initial engagement in 2007.
Solution We implemented a customer-first approach by generating the top 3 product recommendations from the client’s extensive product catalogue, comprising 30 product lines, on a cloud-based platform. Utilizing a modularized solution, Fractal developed an AI-driven recommendation system that integrated data from over 25 sources within the cloud architecture. The AI model outputs were delivered via an API for call agents to screen, presenting the top recommendations to customers. Additionally, We provided a contextual layer of customer insights, equipping agents with talking points and explanations on product relevance to enhance customer interactions.
Solution Over the years, we have implemented comprehensive solutions spanning the entire value chain for the client, from data engineering and management to application development, establishing a global footprint across geographies, business verticals, and functions within the client organization. Our initial focus on business performance measurement, monitoring, and insight generation has evolved significantly over the past five years, now emphasizing cloud technologies and the monetization of data lakes through robust business decision systems and applications. This evolution has enabled us to drive efficiencies across sales, marketing, supply chain management, R&D, and commercial analytics.
Benefits • Our customer-centric solution gained quick
Benefits Significant impact created for client across Fabric, Home, Baby, Fem, Family, Health and Beauty business units driving Marketing spend effectiveness, Supply Chain Efficiencies, automated Warehouse management, Business process digitization and Budget Forecasting across North American, AMA and EU geographies.
acceptance among call agents and retail staff, leading to a significant sales boost within the first week of the rollout itself • Enhanced the accuracy of the benchmark model
Today, our partnership with the client is deeply ingrained, spanning 15 years with a dedicated team of over 300 Fractalites closely collaborating with them.
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Fractal Analytics Limited | Annual Report 2023-24
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