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ind out why 30% of Fortune 100 companies rely on IBM Tealeaf to help them become customer-centric organizations that deliver better digital customer experiences. In this slideshare, we look at real customer implementation stories and discuss how your organization can: Increase conversion and adoption rates Better understand online customer behavior Eliminate roadblocks that erode customer satisfaction Pinpoint and resolve the issues that have the most significant impact on revenue
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Improve Conversion Rates Through Complete Insight into Customer Struggles
With
facebook.com/perficient twitter.com/Perficient/IBMlinkedin.com/company/perficient
Perficient is a leading information technology consulting firm serving clients throughout
North America.
We help clients implement business-driven technology solutions that integrate business
processes, improve worker productivity, increase customer loyalty and create a more agile
enterprise to better respond to new business opportunities.
About Perficient
• Founded in 1997
• Public, NASDAQ: PRFT
• 2013 revenue ~$373 million
• Major market locations throughout North America• Atlanta, Boston, Charlotte, Chicago, Cincinnati,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New York City, Northern California, Oxford (UK), Philadelphia, Southern California, St. Louis, Toronto and Washington, D.C.
• Global delivery centers in China, Europe and India
• >2,200 colleagues
• Dedicated solution practices
• ~85% repeat business rate
• Alliance partnerships with major technology vendors
• Multiple vendor/industry technology and growth awards
Perficient Profile
BUSINESS SOLUTIONSBusiness IntelligenceBusiness Process ManagementCustomer Experience and CRMEnterprise Performance ManagementEnterprise Resource PlanningExperience Design (XD)Management Consulting
TECHNOLOGY SOLUTIONSBusiness Integration/SOACloud ServicesCommerceContent ManagementCustom Application DevelopmentEducationInformation ManagementMobile PlatformsPlatform IntegrationPortal & Social
Our Solutions Expertise
Improve Conversion Rates Through Complete Insight into Customer Struggles
Eric Tran, Sr. Manager of Product Marketing, IBM Tealeaf
Today’s Consumer is More Demanding Than Ever
58%are more price‐conscious today than they were a
year ago
70%of a B2B purchase decision is made before a rep is contacted
63%increase in
mobile sales on Black Friday 2012
vs. 2011
71%of smartphoneusers compare prices in stores
5.9B mobile phone
subscribers across the globe in 2013
92%of consumers
research online and seek opinions via earned media
before a purchase
Bad customer experiences are more dangerous than ever.
7
Limited Visibility Into Key Aspects of Ecommerce
WWW.
WWW.
WWW.
X
User Journey
Comes to a digital propertyLooks for product/serviceComes to a digital propertyLooks for product/service
Initiates purchase processRepeat a step several timesInitiates purchase processRepeat a step several times
Abandons purchase processAbandons purchase process
WWW.
WWW.
WWW.
X
Behind the Scenes – IT
InfrastructureInfrastructure
APM Services StatusApplication Servers ‐ SLA
Database Monitoring
Middleware Monitoring
Network Monitoring
WWW.
WWW.
WWW.
X
Behind the Scenes – Contact Center
Comes to a digital propertyLooks for product/serviceComes to a digital propertyLooks for product/service
Initiates purchase processRepeat a step several timesInitiates purchase processRepeat a step several times
Abandons purchase processAbandons purchase process
Small %
Knowledge Base Data
Behind the Scenes – eBusiness & Marketing
WA Data StatusUnique Visitors
Page Views
Up Time
Conversation Rate
Digital Marketing Solutions
WWW.
WWW.
WWW.
X
ITRoot Cause Analyses
Behind the Scenes – Lack of Visibility
Digital Marketing Solutions
Web Analytics Solutions
InfrastructureInfrastructure
Without understanding Why and fixing the problem, all other services and solutions are either ineffective or inefficient
Without understanding Why and fixing the problem, all other services and solutions are either ineffective or inefficient
WWW.
WWW.
WWW.
X
ITRoot Cause Analyses
The Gap - No Visibility into Why Customers Succeed or Fail
Performance Metrics
Server Logs
IT
Calls
Emails
Surveys
Customer Service
Business Trends
Funnel Reports
Business
But why did customers succeed or fail on our site?
The Gap - No Visibility into Why Customers Succeed or Fail
Performance Metrics
Server Logs
IT
Calls
Emails
Surveys
Customer Service
Business Trends
Funnel Reports
Business
Tealeaf Captures Every Customer, Every Interaction, Every Time
Issues
Actions
Interactions
As-it-Happens Awareness To Eliminate Further Struggle And Make More Customers Successful
Realize Risk-Adjusted Payback in Less than Three Months
Typical three-year risk-adjusted results
249% ROI
7.3 months payback period
USD14,909,501 total net present value
SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Behavior Analysis Suite, Norman Forbush, August 2013. Report commissioned by IBM Tealeaf.
Note: Benefits found in this study were risk‐adjusted and were achieved over a three‐year period.
IBM Tealeaf Used for Transactional and Self-Service Sites
44 of the Internet Retailer Top 100; 7 of the top 10 online retailers
8 of 10 of the Top Bank Holding Companies
9 of the 12 Largest P&C Insurance Companies in North America
10 of 12 of the most booked travel portals
50% of the top US airline carriers
All Major North American Wireless Providers
• Improve Conversion Rates– Identify struggles– Quantify business impact– Proactive monitoring
• Optimize Mobile Channel– Identify mobile struggles– Quantify business impact– Proactive monitoring
• Improve Contact Centers– Improve first call
resolution– Reduce escalation– Generate revenue
• Fraud Forensics– Provide actionable
insights for committed frauds
– Proactive actions to enhance security and fraud prevention
• Compliance– Provide PDF format for
long-term storage of transactions
– Support records management
– Support compliance
Potential Tealeaf Use Cases
As a reminder, please submit your questions in the chat box.
We will get to as many as possible.
DEMO
Partnering with IBM to $ave Our Clients!
Sameer Peera, General Manager, Perficient
Perficient's Tealeaf Practice
Key Highlights • Industry Awards/Certifications
– IBM ISSW Gold Accreditation– IBM Coremetrics/Commerce SaaS– IBM Tealeaf– IBM Smarter Commerce
• Tealeaf Practice– 10+ Certified team members– Leadership team with 16+ years experience– Co-developed IBM certification – Advanced implementations dating back to v3– IP/Assets for events/reports/deployments
• Expertise– Strategy & Roadmap– Deployment & Integration– Measure/Monitoring (Dashboards)– Data Analysis/Remediation– Training & Enablement
The Enable Methodology
Questions? Meet our Panelists:
Michael Forhez, Practice Director of Consumer Markets, Perficient
Eric Tran, Sr. Manager of Product Marketing, IBM Tealeaf
Sameer Peera, General Manager, Perficient
Thank you for your participation today.Please fill out the survey at the close of this session.
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