One of the largest food and drug retailers in the United States faced challenges in obtaining a complete view of customer engagement due to data fragmentation across various communication channels. To address this, they sought a unified data model and Power BI dashboard to assess channels’ performance and campaign effectiveness.
Factspan team designed a data model to provide a single source of truth. By deploying ETL processes, the team consolidated data from SMS, App & email push notifications, In-app messages, Email and Ecommerce platforms into a unified data warehouse. The robust data model enabled an enhanced analytical approach by enriching CRM data with customer segmentation and company’s banners, providing a comprehensive view of customer profiles and sentiment analysis.
Leveraging Power BI, the team created an interactive dashboard showcasing customer engagement metrics, channel breakdowns, customer segmentation, campaign & banner performance, time analysis, and sentiment analysis. As a result, customer engagement increased by 15% with the new engagement strategies and positive sentiment in customer feedback improved by 20% following the implementation of the initiatives.
- Built a comprehensive view of customer segments across channels, based on demographics and engagement history.
- The time analysis component in the dashboard allowed the client to identify peak engagement periods.
- The new dashboard empowered the team to improve on customer engagement and conversion by over 15%.