How can analytics generate value in SaaS, CRM, HCM, and the proverbial “alphabet soup” of cloud applications? Read below for the “cliff notes” from Pentaho’s recent webinar series on how vendors are leveraging analytics inside a variety of different SaaS (Software-as-a-service) apps.
Pentaho just wrapped up several webinars with Montclare, a leading provider of SaaS advisory services, on how embedded analytics can benefit SaaS vendors in the Customer Success, Human Capital Management (HCM), and Customer Relationship Management (CRM) categories. One clear trend was that thinking outside the box to incorporate new & novel data sources can create tremendous value for end users. It’s not just about pretty visualizations and dashboards – it’s about insights that bubble up when diverse data is blended together. We’ve broken out some webinar highlights below, and have also created a short summary video for each webinar – see links in each section.
Customer Success with Nick Mehta of Gainsight
Gainsight is a provider of customer success solutions. CEO Nick Mehta stressed that before you can really build process around customer success, you need a data management strategy. This means figuring out where crucial success information lives – whether in CRM, Product usage databases, customer surveys, billing systems, or other places. It also means finding the right way to integrate this information and understanding the data granularity necessary for useful analytics (time frequency, aggregation, etc).
Big Data is one path for streamlining a data management approach. Gainsight leverages a hierarchical infrastructure, where Hadoop serves as a high-volume raw data store, and NoSQL is used as an operational store for more summarized data, which then connects to a final end-user reporting layer. Data and architecture innovation has allowed Gainsight to create an “at a glance” view of which customers may be at risk (see picture). This resonates with an evolving trend where SaaS vendors are innovating via Big Data architectures to create more powerful, intelligent, & valuable apps for their customers. The Customer Success video can be found here.
HCM with Janice D’Aloia of Mo’mix
Mo’mix is an IT software and services provider that embeds Pentaho Analytics in its Performance Center offering – which it launched to give customers a single view across a variety of enterprise data systems. While self-service analytics and quick deployment helped drive the decision to partner with Pentaho, Mo’mix has really been able to generate value for customers by being able to connect to virtually any data source (ERP, HCM, niche sources, and more), bringing together an end-to-end view that’s accessible to all types of end users, from HR administrators up to the executive level.
Janice went over a few use cases where its clients improved HCM decision-making. In one example, a client discovered that it was missing employee termination reasons in its source systems, and then was able to fix the discrepancy and track the relevant trends at a more granular to reduce voluntary terminations. She also touched on retention use cases that focused on identifying high-performing and at-risk employees. The HCM video can be found here.
CRM & Marketing with Montclare & Pentaho
In this presentation, Kevin Dobbs of Montclare shared some of the analytics-related trends driving CRM & Marketing application adoption – including demand for data insights on a variety of social media channels. This was exemplified in the case of Paytronix, a Pentaho OEM partner that provides online loyalty solutions to restaurants. As part of their deployment, Paytronix integrated social and mobile data sources, as well as Big Data technologies, to help clients optimize campaigns against end customer behavioral data more effectively. At the same time, as they streamlined multi-source data for embedded analytics, Paytronix was also able to reduce ETL processing time by 80%, generating major operational benefits for customers. The CRM & Marketing video can be found here.
These webinars highlight just a few examples of how application providers across the SaaS/software landscape are striving to deliver new data sources to their customers for additional analytics context and value. You can access the full-length webinar videos here.