SYS-CON MEDIA Authors: Elizabeth White, Peter Silva, Liz McMillan, Yeshim Deniz, Pat Romanski

News Feed Item

CSL Appoints Lavastorm Analytics Engine to Analyze Customer Feedback in Real-Time and Win Customer Advocates

Lavastorm Analytics, a leading global data management and analytics software company, announced today that CSL Limited (CSL), Hong Kong’s first mobile network operator, has chosen the Lavastorm Analytics Engine to provide agile analytic, data integration and extract, transform, and load (ETL) capabilities for its net promoter score (NPS) initiative, dubbed “Yan Hei.” Lavastorm’s software helps to provide CSL’s customer service, sales and operations teams with real-time customer feedback.

CSL’s Yan Hei system leverages Lavastorm Analytics to evaluate the likelihood of a recommendation following a variety of customer interactions or episodes via its branded retail stores and contact centers. The Lavastorm Analytics Engine performs the critical function of discovering the completion of the episode and then triggers a customer survey almost instantaneously so that CSL can precisely measure the impact of the interaction on customer advocacy and take action to improve their customer service.

To determine episode completion and to trigger the survey, Lavastorm’s software applies a complex set of business rules to data that it collects and aggregates from sales and support systems all across CSL, including data from legacy systems. Lavastorm then transforms and loads the data into a Medallia NPS system, which allows frontline staff, managers and executives to see, in near real-time, whether Hong Kong customers are reacting positively or negatively to CSL’s service and, more importantly, why they are reacting in such a way. Before this system was in place, decision makers had to make assumptions regarding customer survey data because they lacked the actual customer verbatim.

“Put simply, advocates mean more business for CSL because they have six times the referral power and are significantly less likely to churn,” said Leonie Valentine, Executive Vice President of Customer Service & Operations, CSL. “Our Yan Hei system is a real customer service innovation for CSL. The feedback provided by our customers is gold, which we mine to help us close out issues more quickly.”

“Now, in near real-time, we can pick up on something that hasn’t gone right and then we follow up on that feedback. In the past, our customer satisfaction surveys only provided hindsight with little insight because minimal customer feedback about the customer’s experience of dealing with us was collected. So, we didn’t fully understand the drivers of customer advocacy in the Hong Kong mobile market. Today, we can be more responsive to our customers. Tomorrow, I’m hoping we’ll achieve our goal of truly proactive customer service, whereby we can pre-empt customer requests in a positive way,” according to Valentine.

The Lavastorm Analytics Engine was selected because it had successfully provided agile data management and analytics capabilities for a number of years in revenue assurance, fraud management and other parts of the business.

“The agile ETL capabilities of the Lavastorm Analytics Engine won out over the other tools within the business because there was a short time frame to implement and we were confident it could transform multiple data sources to provide the right information to our Yan Hei system. Our focus on Yan Hei means we are already seeing fewer complaints and fewer inbound calls,” said Valentine.

Currently, the Yan Hei system operates on key customer episodes such as new contract, re-contract, billing, complaint, repair, and calls to the hotline. In addition, the system provides data on the end-to-end episode so that CSL can improve the process. CSL has plans to expand use of the system later this year.

“CSL is reinventing the interaction between service organizations and their consumers,” said Drew Rockwell, CEO of Lavastorm Analytics. “While many businesses claim to have an advocacy program, CSL is distinguishing itself with a system that provides a mechanism not only to collect the feedback, but one that allows them to act on it. Like CSL, we view agile ETL and data integration as a critical element to making customer feedback part of ongoing operational improvement efforts.”

Lavastorm Analytics Engine is a powerful and agile data management and analytics solution that enables business analysts to rapidly acquire, transform and analyze data. To download the free-for-life Public edition, or to request a trial of the Professional Plus edition, visit: http://www.lavastorm.com/resources/software-downloads-trials/.

About Lavastorm Analytics
Lavastorm Analytics transforms how companies tackle data challenges to achieve breakthrough business results. The company’s agile data management and analytic software gives analysts new powers to harness data in an era of exploding data complexity, to discover new insights and to continuously improve business results. Analytics built in Lavastorm provide analysts with exceptional self-sufficiency, agility, transparency, accuracy, and business control. Lavastorm’s solutions have identified business improvements worth billions of dollars for some of the largest corporations in the world. For more information, please visit: www.lavastorm.com.

About CSL Limited
CSL, established in 1983, is Hong Kong’s first mobile network operator and is also the first mobile company in Hong Kong to employ a distinctive market segmentation strategy to provide customer - focused services through its brands 1O1O, one2free, New World Mobility.

It operates a world - class GSM/WCDMA/UMTS 900 network in Hong Kong and launched the world’s first dual band 4G LTE with DC-HSPA+ network in 2010, through which it offers comprehensive mobile and broadband services to both local and international customers. As a leading roaming operator in Hong Kong, CSL also provides customers with comprehensive international multi-media connectivity with over 590 mobile operator partners around the world. For more information, please visit www.hkcsl.com

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Artifactory binary repository management system. As one of the most widely used binary repositories and the only repository that offers a high availability clustered solution, the integration with Artifactory helps customers easily adopt CA Release Automation to optimize their entire software development lifecycle. “Artifactory is a standard maker at the continuous-integration domain and provides the user a powerful repository experience with the freedom to choose his own tools set and ecosyste...
This talk focuses on the application of DevOps fundamentals to include network infrastructure. It draws from real deployment case studies on the extension of today's paradigms to address the challenges of the network infrastructures' ability to seamlessly and cohesively integrate into agile workflows. In this session at DevOps Summit, Arista Networks will focus on configuration management using automation with a nod to future work necessary to include telemetry and ephemeral state information....
Avnet, Inc. has announced that it ranked No. 4 on the InformationWeek Elite 100 – a list of the top business technology innovators in the U.S. Avnet was recognized for the development of an innovative cloud-based training system that serves as the foundation for Avnet Academy – the company’s education and training organization focused on technical training around top IT vendor technologies. The development of this system allowed Avnet to quickly expand its IT-related training capabilities around...
SYS-CON Events announced today that dcVAST, a leader in IT infrastructure management, support service and cloud service, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. dcVAST provides cutting-edge IT services and IT infrastructure management services. dcVAST builds robust systems that are simple, secure and serviceable. dcVAST’s IT infrastructure support and IT services expertise can help companies r...
DevOps Summit, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developmen...
While Docker continues to be the darling of startups, enterprises and IT innovators around the world, networking continues to be a real mess. Indeed, managing the interaction between Docker containers and networks has always been fraught with complications. Without automation in networking, the vision of running Docker at scale and letting IT run the same apps unchanged on the laptop and in the data center or for any cloud cannot be realized.
SYS-CON Events announced today Isomorphic Software, the global leader in high-end, web-based business applications, will exhibit at SYS-CON's DevOps Summit 2015 New York, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Isomorphic Software is the global leader in high-end, web-based business applications. We develop, market, and support the SmartClient & Smart GWT HTML5/Ajax platform, combining the productivity and performance of traditional desktop software ...
The OnPage SOAP API provides programmatic access to OnPage messaging services. Typical applications include sending messages to individual OnPage users or groups and receiving tracking information for messages such as delivery and read timestamps or reply information. The API is based on open standards known collectively as "Web Services," which includes the Simple Object Access Protocol (SOAP), Web Services Definition Language (WSDL), and the XML Schema Definition language (XSD).
SYS-CON Events announced today the DevOps Foundation Certification Course, being held June ?, 2015, in conjunction with DevOps Summit and 16th Cloud Expo at the Javits Center in New York City, NY. This sixteen (16) hour course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals. Improved workflows will res...
Docker is becoming very popular--we are seeing every major private and public cloud vendor racing to adopt it. It promises portability and interoperability, and is quickly becoming the currency of the Cloud. In his session at DevOps Summit, Bart Copeland, CEO of ActiveState, discussed why Docker is so important to the future of the cloud, but will also take a step back and show that Docker is actually only one piece of the puzzle. Copeland will outline the bigger picture of where Docker fits a...
A new definition of Big Data & the practical applications of the defined components & associated technical architecture models This presentation introduces a new definition of Big Data, along with the practical applications of the defined components and associated technical architecture models. In his session at Big Data Expo, Tony Shan will start with looking into the concept of Big Data and tracing back the first definition by Doug Laney, and then he will dive deep into the description of 3V...
Ayla Networks, whose agile Internet of Things (IoT) platform makes it easy for manufacturers to deliver secure, connected products, today announced it has been included in the list of "Cool Vendors" in the Internet of Things report by Gartner, Inc. “Gartner knows how important it is that manufacturers of all kinds of products have the right IoT solution to help turn their products into connected ‘things,’” said David Friedman, CEO and co-founder of Ayla Networks. “The market for Ayla’s IoT pla...
SYS-CON Events announced today that CenturyLink, Inc., a leader in the network services market, has been named “Platinum Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services market by technology industry analyst firms. The company is a global leader in cloud infrastructure and ...
ScriptRock has been included in the list of "Cool Vendors" in the "Cool Vendors in DevOps 2015" report by Gartner, Inc.* ScriptRock provides visibility into the configuration state of an organization's IT environments, enabling the continuous delivery of mission critical services. For enterprises where downtime is not an option, ScriptRock's system-wide overwatch offers the assurance that misconfigurations and anomalies are caught before they affect the business. By satisfying this fundamental ...
As cloud gives an opportunity to businesses to buy services externally – how is cloud impacting your customers? In his General Session at 15th Cloud Expo, Fabio Gori, Director of Worldwide Cloud Marketing at Cisco, provided answers to big questions: Do you see hybrid cloud as where the world is going? What benefits does it bring? And how does Cisco connect all of these clouds? He also discussed Intercloud and Cisco’s investment on it.