Innovation in Leveraging Analytics for Service Excellence

Overview: What You Did

Provide an overview of your use of analytics to provide value at a high level. Details* can include, but are not limited to, any or all of the following:

• Business challenges that led to the introduction of analytics project
• Technology selection and/or development
• A diagram of your applicable technology infrastructure and applications
• Integrations to CRM, ERP, or other enterprise applications
• How the new analytics project impacted processes of employees and/or customers
• Any campaigns or other approaches used to educate, entice, and ensure utilization of data-driven insights by end users
• How it took to implement the project, from strategy start to incorporating insights into decision making by end users
• Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Innovation Has Helped Your Company

Describe how your innovative use of analytics has impacted business outcomes for your company. Provide supporting evidence*, such as:

• Customer loyalty
• Improved win rates
• Impact on productivity
• Cost savings
• Additional revenue recognized

Customer Impact: How This Innovation Has Helped Your Customers

Detail how your innovative use of analytics has positively impacted your customers. Provide supporting evidence*, such as:

• Improvements in the delivery of support services
• Customer satisfaction scores
• Metrics related to customer consumption of products/services
• Impact on your customers’ businesses and/or on their customers (where available)
• Customer testimonials

Judging Criteria

Your application will be judged on the following criteria:

• The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
• Business Impact: How has this helped your company?
• Customer Impact: How has this helped your customers?
• The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
• The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?