Daniel Lampert Communications

Human Factors & Business Intelligence

Starting in 2002, the buzz word at computer conferences was "business intelligence." In brief, business intelligence software allows businesses to give ratings to customers and transactions. Called scoring, the system helps businesses to determine if customers are going to churn or if transactions are "good" or "bad". Scores are computed on the fly, and they help company employees make better decisions. Result: more profits, less costs.

Two Examples

#1 - A customer calls BellSouth, and the customer's record is displayed on the screen before the rep. answers the phone. The rep. sees that the customer's score is 89, meaning that the customer is likely to churn. So, by the end of the phone call, the rep. has been trained to offer the customer a freebie item or a special price on something. Result: the customer is happy, and BellSouth keeps the customer. Over time, customer retention stays high and millions of dollars in revenue are retained.

#2 - Someone steps up to a Wachovia Bank ATM at 3AM in the morning and tries to withdraw $250. The customer's record is retrieved and the time and amount are compared to the customer's ATM history. Also considered are the statistics of this particular ATM at this location in town. Result: the transaction is denied because of likely fraud. In this case, the bank has likely saved $250, but over the course of a year, the bank can save millions of dollars nationwide from fraud.

For More Information

To learn more, or to request a quote, please call us at USA+1-407-327-7000.