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1 ramyam Intelligence Lab E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company

2 enliven CEM An enterprise grade Customer Experience Management Solu on for organiza ons with large customer base providing high transac on intensive services.

3 C o m p a n i e s t h a t p r i o r i t i z e o n c u s t o m e r e x p e r i e n c e g e n e r a t e 5 0 % h i g h e r p r o f i t s t h a n t h e i r c o m p e t i t o r s - G a r t n e r G r o u p enliven CEM, Ramyam s Customer Experience Management solution analyzes millions of Profiles, usage Transactions and touch point Interactions to create insight and actionable intelligence to continuously improve customer experience, resulting in customer loyalty and higher profits The ultimate goal of any business is to acquire customers and maximize profits. Quite often the businesses are so engulfed with fierce competition to gain and retain market share, the very cause of the business - the customer focus gets side tracked and forces the business to rely on managing the customer relationship through systems that does investigation of data. There may be customer satisfaction surveys or the opinion polls, which only want to pose questions and get answers on customer preferences as the business seems fit, but these exercises fail to capture what customers want. Understand the Needs and Wants of Each and Every Customer Aligning business to customer expectations, determining the right opportunities, and optimizing customer experience and execution are today critical to sustained profitability. For measuring the customer experience, each of the touch point interactions need to be understood and staged as per each and every customer preferences. In an environment where customer service and delivery is automated, you need sophisticated and intuitive customer experience management platform to achieve your strategic objectives and ensure continuous profitability. You need enliven CEM open protocol framework, for strategizing and managing your customers experiences and experiencing their delight which in turn results in increased profitability and reduced churn.

4 Winning loyalty and advocacy of large customer base even during economic meltdown, by efficiently managing the customer experience, keeps profits soaring Ramyam s enliven CEM framework offers enterprise grade Customer Experience Management solution for high transaction businesses having named and un-named customer segments. The system helps businesses gain indepth insight to build better customer engagement strategies and policies. By standardizing CEM process across the organisation, businesses get better control with three dimensional customer profile, focused customer engagement processes, real-time measurement, tracking customer association and actionable intelligence for informed decision making. enliven CEM ensure accurate profile of each and every customer accessible to marketing,operations and management and enhancing the experiences. Study indicates that companies are going beyond traditional customer satisfaction or relationship programmes to develop new ways to ensure that customers are engaged in all of their interactions with the company. Engagement initiatives are more proactive in anticipating customer needs and expectations, and full filling them more effectively - Beyond Loyalty The Economist Intelligence Unit Businesses benefits using enliven CEM solution Create three dimensional profile of each and every customer Build real-time customer engagement processes for each and every customer Link customers to your multiple lines of business Associate customers with their family and friends Map customer devices on to the profiles and usage Provide advanced notifications of usage Understand customer difficulties Build real-time scores Turn Customers into Evangelists and benefit from their Advocacy Leverage on metadata to handle complex associations Predict and mitigate risks Reduce cost and gain operational excellence Gain customer advocacy and turnaround customer as an Evangelist

5 Today s companies are realizing the power of customer experience as being their one, true competitive differentiator. This requires companies to mitigate away from product centric strategies to customer-centric way to do business. The Pay-off? More content, loyal and profitable customers that drive your bottom line, and results are dramatically higher - Customer Experience Visual Conception Study Mind Model Real-world answer to the most challenging and toughest business issue, How to engage the Customer? Ramyam s enliven CEM provides the comprehensive insight of the customer profile, deeper understanding of the lifestyle based on the interaction, transaction and analyzes impact points necessary to answer all your customer satisfaction, critical business policies, customer engagement and map products and services to your target customers How Important is Connecting with Customers at Multiple Touch Points? To understand your customer, you must first understand your customers multi-dimensional profile and then plan how to connect and communicate with them. enliven CEM provides you an advanced method for identifying, prioritizing and selecting the right customer engagement plans to successfully meet your business objectives. The solution enables informed decision making based on multiple behavior attributes about each customer. How Well Are You Addressing Customer Frustrations? Today customers are most frustrated, because they cannot reach a live human being, their grievances are not addressed on time and, their preferences are not understood. As such on how you optimize your customer engagement can have a profound impact on the ability to gain customer advocacy and profits. enliven CEM helps you plan your Personalize the service and product offerings and Engage the Customers with context and relevance customer engagement, coordinate and schedule actions for each and every customer that can help drive customer experience growth and profitability. How Do You Deliver the Ultimate Customer Experience? Making and keeping customer happy may not be easy, but its well worth the effort. enliven CEM helps you in multi fold customer experience growth, through better planning, detailed profiling and personalized customer engagement. With the help of deepest visibility to your customer profile, each and every touch point across multiple line of business can be tracked and managed to deliver ultimate Customer Experience.

6 enliven CEM- Robust and Innovative Customer Experience Management Solution Ramyam team has a long, successful history of providing high volume transaction based IT solutions to telecom and financial organizations. Ramyam s enliven CEM customer experience management applications are powerful and easy to use, and they scale to support the customer need of all sizes. The solution offers configurable policy designer, which allows configuring the business rules as per the varying requirements to define experience accelerators and engage the customers across the chain to ensure success. As a pioneer in enterprise customer experience management space, Ramyam understands industry specific challenges and delivers its ground-breaking CEM solution enliven CEM, that enables effective customer experience enhancement and customer engagement planning and drives business to profitability, no matter how large or small. By using enliven CEM customer experience management solution businesses can evaluate each and every customers and track their performance, determine satisfaction levels, predict customer behavior, track trend and address customer experience issues effectively, in Time Transaction Processing Power enliven CEM is capable of handling large amount of transactional data by recognizing patterns within complicated, vague or incomplete information, and monitors experience of each and every customer. enliven CEM stores and processes information much similar to the human brain, by analyzing each piece of data inter-related to each and every other piece, creating a customer specific engagement map. This simplifies the identification of customer experience be it positive or negative, and makes it more meaningful for predicting trends and patterns within the information, highlighting anomalies that may be indicative of any risk attached. Enterprise Customer Profiling enliven CEM offers a complex built-in Customer Profiling function, powered by an innovative and proprietary framework, which enables heavy transaction and interaction oriented enterprises like telecom and financial service providers. The framework leverages on pre-built business intelligence functions and processes to help gain more utility on customer data, integrate and helps in rapid growth of customer experience metrics. The system empowers business users to easily acquire and enrich customer data / metadata with great agility and control. Unified Customer Insight Provides a detailed insight of your each and every customer, and puts you in the driver seat for better positioning, planning and managing likes, dislikes, needs, demands and the risks of churn. Further the system helps you to make smarter decisions on products, promotions, recommendations, locations, personalized services, targeted campaigns and device management. Pioneer in CEM enliven CEM is a combination of variety of modeling techniques combined with proprietary Enliven Intelligence Reviewer (EIR). The system uses advanced statistical and prediction methodologies to offer a thorough understanding of transactional and interactional activities by the customer with the business and enables organizations to gain key insight on the customer profile and build specific engagement plans which accelerate customer experience. The system tracks each and every touch point and builds effective understanding of customer behavior, frustrations, trends, risks etc., The system helps in building specific promotions and campaigns, bundle products and pricing as per customer needs and likes. Continuous engagement and personalization brings more customers and much more profits

7 Customer Profile Detailing enliven CEM provides deep customer profile detailing to gain the insight of each and every customer The system validates each and every customer s data/metadata and creates a 360 degree unified view. The system associates customers with multiple lines of business, family, friends, groups and segments to effectively increase customer experience and creates unique customer engagement plan specific to individual customer likes and dislikes, needs and wants. The solution further enables high transaction and interaction enterprises, increase per customer visibility, orchestrate customer touch points, and helps in continuous improvement of customer experience. Deep Customer insight ensures engagment based on individual s needs and wants, likes and dislikes enliven CEM helps in realizing the potential of each Customer by recognizing all elements of identity at every touch point Orchestrate Customer Association Collates information from varied channels and creates a delineated view of the customer and enables you to create efficient customer linking to all the services, products,family, friends, groups, segments, which we call customer association. Once the customer is associated you have a unique view to create personalized programs and enjoy the benefits of cross-sell and up-sell. Unified Account Management Your unified account manager, with an in-built capability of meeting your customers needs on time and persistently. The system helps you track your customer experience matrix on the fly. The system implements a closed loop process which makes adjustments and self learns over a period of time. Customer Value Defines each and every customer by involving factors like, the revenue they generate,the frequency of their purchases, the cost to serve them, the association they have with multiple lines of business, customer life cycle value(clv) and their loyalty with the business. Analyze each of them in isolation or in combination to create a three dimension profile. Product Performance Manage product performance by mapping against each customer profile and aggregate them by product revenue, demand and velocity. Identify which product generates most interest and map that back to individual profile s likes and dislikes. Identify over usage or under utilization of products and service features for every individual customer and suggest best fit offers. Identify cross-sell opportunities with customer interaction links. Customer Satisfaction Effectively monitor customers profile changes, enhancements and keep a continuous track of their interaction chains. Also monitor customer satisfaction levels by measuring each customer queries, complaints, location, call quality, buying patterns, length of time they take to pay invoices, and all other touch point interactions. Examine and analyze overall trends that can be leveraged upon to increase customer value, customer retention and evangelism. Behavioral Modeling Enrich customer profile from three dimensional perspective. This enable businesses to create a behavioral model by imposing various analytical techniques to deduce and model the customer behavioral and change in patterns in near real-time.

8 Ramyam gets YOU up and running When you choose enliven CEM, you get more than just a industry-leading business intelligence solution. You also get full range of services and support to ensure your organizational success, by increasing customer experience and profits. Ramyam and its wide network of business partners worldwide, offers a full range of localized support to ensure the operational success. Ramyam team with more than two decades of experience handling high transactional systems has learnt vital lessons about the realities of implementing innovative and first in its class solution. When you deploy enliven CEM, you ll benefit directly from these experiences accumulated over decades as the team helps you implement, roll-out and manage, your customer experience management strategies. Optimize Investment and Increase Loyalty with Ramyam s enliven CEM Solutions You don t face customer challenges as everyone else. So why use one-size-fits-all kind of solutions? Ramyam is a pioneer in offering enterprise level customer experience management platform to meet your unique customer challenges and needs. Deploying enliven CEM customer experience management solution from ramyam, will help you in successfully navigating complex customer profiles, customer association, multiple business integration, behavior, trend, risks, device level information and ease customer experience challenges, including Optimizing customer engagement models Increasing the efficiency and experience of existing customers and assets to minimize cost and maximize profitability Expanding operations and acquiring more customers at ease Tap new opportunities at lower operational costs and customer risk Efficiently and persistently address the shrinking customer base, due to number portability and increase upon customer loyalty Measure progress against key performance indicators (KPI) and key quality indicators (KQI) Manage exponential growth of capital and customer expansion with ease Measure and Manage Quality of Experience (QoE) Achieve enterprise wide customer, cost, schedule and resource visibility Ramyam Intelligence Lab, is currently helping high transaction industries around the world to successfully identify customer and deliver value-added solutions in increasing customer experience, even in the most complex and large operational environments. We can help you do the same. Whatever your current customer challenges, you can rely on one name for the right CEM solution : enliven CEM

9 Why Ramyam? Explicit industry focus and dedicated vertical expertize, gives us deep understanding of CEM within and across corporate business functions and other lines of business. We understand the issues related to customer engagement and retention that our customers face and provide solution which fits in exactly as needed. Adherence to risk-based approach to data quality that reduces exposure to a dimension that is frequently overlooked. Experience that extends beyond the obvious, we provide thought leadership and skills to integrate experience modelling with analytical and interaction information, including predictions, decision deployment and integration with customer fronting systems. Copyright (C) 2011 Ramyam Intelligence lab Pvt Ltd. All Rights Reserved. Published In India Ramyam Intelligence Lab Pvt Ltd. 3rd Floor, Mithra Towers, 10/4, Kasturba Road, Bangalore Karnataka. INDIA. Contact Us p RAMYAM6 e. w. This document is provided for information purpose only, and the content hereof may subject to change without notice. This document is not warranted to be error-free, nor it is subjected to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without Ramyam s written permission.

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