In this post, I am going to summarize four case studies
where applying operational decision management has led to significant benefits
for organizations. Two of the examples are in the financial sector and the
remaining summaries will be in the gaming and transportation sectors. Keep in
mind that these are highly summarized and anonymous.
Revenue Driven by Intelligent CRM:
A Large
multinational financial services corporation gains ability to provide
prompt, personalized, proactive service to their clients
The Need:
Alert research analysts and sales based on specific patterns
of interactions (or non-interaction) to enable them to more efficiently and
effectively service clients.
Benefits:
•Flexible, extensible
platform for modeling growing set of alert patterns
•Greater insight into client interactions across channels to
enable more personalized service and more intelligent customer relationship
management
Real Time Fraud
Detection:
Major Chinese financial institution
realizes enhanced fraud detection and greater time to value
with flexible and agile decision management platform
Need:
•Detect fraudulent credit
card transactions and take appropriate actions at time of interaction
•Implement new fraud detection scenarios more quickly
Benefits:
•Greater range of fraud
detection scenario support
•Ability to more quickly implement new fraud detection
scenarios (from ~1 month to < 1 week)
Intelligent Real Time
Loyalty:
Major online gaming company gains
agility and business control for creating real-time marketing campaigns for
online gambling platform
Need:
Ability to implement and manage sets of rules as “plans” with
simple and complex events over variable time horizons for implementing customer
loyalty and retention plans, as well as fraud risk
Benefits:
•Powerful situation
detection
•Agility in deciding bonuses to offer, which can be managed
by the business
Real Time Monitoring
for Increased Customer Satisfaction:
Major North American railway gains
greater real-time visibility into operations
Need:
Ability to dynamically monitor trains for fraud detection,
operational monitoring and ensuring customer satisfaction
Benefits:
•Enhanced real-time
visibility into train operations
•Ability to graphically
visualize network of equipment
•Greater customer satisfaction from real-time insight and
proactive notification
Net; Net:
The combination of event pattern recognition, strong analysis
and actions used in concert can leverage the power of operational decision
management in beneficial ways. Hopefully these real world case snippets can
encourage your organization to move further into the cognitive world.
These are highly summarized case studies
provided by IBM
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