Driving outcomes with enterprise information management solutions

Driving outcomes with enterprise information management solutions

Mastery of enterprise information management means recognizing the criticality of business data, information, and knowledge as an enterprise asset.  The ability to mine your company and customer data to identify solutions is key for all businesses to thrive.

Enterprise Information Management

Understanding data and information as strategic business assets

Ready to engage our enterprise information management capabilities in your organization? 

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Big data is not a buzzword anymore; it is a reality. Big data grants companies the possibility of deriving valuable insights and facilitating decision making to improve business operations and enhance customer experience.  To achieve these outcomes, companies must have a comprehensive approach.

  • Determine how to centrally manage and control data sets even if they are disparately sourced and hosted
  • Establish systems and processes to continually ingest and clean both structured and unstructured data, and ensure data quality
  • Formulate means of data sharing and presentation to employees and customers alike, such as dashboards and reports
  • Build teams and processes to mine data for analytics, modelling, and predicting  and then determine what to do with the results  
  • Implement security and compliance to align with industry and regulatory standards

Enterprise information management is key to successful strategy execution

Businesses that know how to capture and analyze data gain a clear advantage over their competitors. NorthStar applies our enterprise information management solutions with this in mind – focusing on real business challenges, developing practical solutions, and driving delivery and implemenation – to give our clients the insights they need to do better business.

Whether on-site or work-from-anywhere, NorthStar provides a full spectrum of information management services designed to help our clients better access, organize, share, and understand their critical business data and information.  

Benefits of utilizing data and content as enterprise assets

 

  1. Identify new and emerging markets
  2. Understand your customers to drive an enhanced experience
  3. Support decision-making processes
  4. Increase all levels of business operations and performance
  5. Better manage profitability and identify cost cutting
  6. Uncover risks before they occur & implement mitigation strategies
  7. Clarify the value of your corporate information
  8. Models and training provide results to stay ahead of competitors

Solutions we offer

NorthStar can help you establish instrumentation, storage, processing, insight and action solutions to deliver results based on your organization's data.  We will help you learn how to support decision-making processes and day-to-day operations that require the availability of knowledge in both the work from anywhere and on-premesis environments.

Because of our experience across many industries and disciplines, we are able to identify and implement the best technologies, processes, and practices for you.

Results of our work

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    • Data Science
    • Enterprise Information Management
    • Execution & Delivery

    Fortune 50 Telecommunications Company

    Providing big data and data science talent to detect and address anomalies

    NorthStar provided our client with big data and analytics talent for their network content delivery team. Our client was experiencing unusual network events that drastically degraded service for their customers.  The objective was to detect these, and other, issues from the data to help catch and address issues. In a big data environment with millions of events occurring per second, analysts and teams can quickly become inundated and be unable to find what is needed in the middle of all of the chaos.  Also, the client neither had a solid definition of what was customer-impacting nor how to identify their occurrence. 

    Our data scientists quickly surveyed the team and identified a new dataset that wasn't well understood or used, and identified ways to analyze network events and developed anomaly-detection algorithms that would indicate when something abnormal occurred.  They also identified ways to connect a separate dataset to know what anomalous events were customer impacting, and then predicted customer impacting events using machine learning.

    Our project reached several quantifiable goals using an analytical approach. With the analytical approach we were able to identify anomalous events without a pre-defined event signature.  This was done in a modular way that would allow various types of events to be detected again without knowing the details of what a future event would look like. By identifying events impacting the client's ability to deliver their desired quality of service to their customers, these anomaly detection and prediction algorithms give insight to the client when issues begin to happen and often in advance of their occurrence so they can address them proactively rather than waiting to either receive reports of the issue from their customers because client personnel was not able to observe the issue amidst the overwhelming amount of data and activity of normal operations.

    • Business Intelligence
    • Enterprise Information Management
    • Execution & Delivery

    Fortune 50 Telecommunications Company

    Integrating social media in the contact center to improve customer experience

    A client tasked NorthStar with improving the accuracy of their Contact Center's behavior tracking to optimize the customer experience.  The client had recently created a Digital Care team to handle modern contact channels (Social, Messaging, Chat, Forums) however this data remained siloed from their legacy channels (Voice, Retail).  The result was an incomplete picture of their customer contact behavior and an inability to measure the modern channel's effectiveness in improving customer experience.  

    Utilizing the social platform's REST API technology, NorthStar was able to ingest data from the modern channels into the corporate data lake combining it with legacy contact channel data.  This consolidation of data allowed the client to track their initial customer contact resolution within and across all channels and determine resolution rate of customers who contact via social media but might end up reverting to legacy channels for follow-up.  Analysis of this data allowed the Digital Care team to improve the handling of social media contacts and engage with the customers to drive a more proactive strategy to enhance their experience.  

    • Advisory Services
    • Business Intelligence
    • Enterprise Information Management
    • Execution & Delivery

    Worldwide Hospitality Corporation

    Analyzing business traveler ‘stay behaviors’ for marketing opportunities

    The client was unsure of the percentage of business travelers staying at focused service brands who did not make reservations through corporate booking channels.  They wanted to size this audience to see if there was enough to warrant targeting, to learn more about what their current relationship with the brand, and their stay behaviors as well as their demographics. 

    Using a set of criteria on the client’s internal customer database, NorthStar identified a sizable audience of 6.4M.   This project was the first time that the Brand Marketing team leveraged the customer data and insight provided by the Digital and Marketing Analytics team to identify a target audience.  After the initial analysis was shared with the team, they asked NorthStar to present the findings to their agency so they could use the insights to target and message to this opportunity segment.  

    Learning of the sizable business traveler segment, this analysis provided the following value. 1) It identified the size and value of the BTO segment. 2) The customer profiles created for this segment helped the Brand Marketing team and their agency partner to determine the best way to reach these customers by looking at their relationship with our client and their past stay behaviors.  The client could use this analysis to design an offer or rate that would appeal to this high value audience segment. This project provided examples of ways that the Digital & Marketing Analytics team could provide customer data and insights to help the Brand Marketing team to identify and better target specific customer groups.

    • Advisory Services
    • Business Intelligence
    • Enterprise Information Management
    • Execution & Delivery
    • Performance Management

    Worldwide Hospitality Corporation

    Increasing report acceptance through data analysis and visualization

    Our large hospitality client came to NorthStar with challenges they wanted us to solve.  They had multiple audiences with different levels of understanding and ability to understand their data.  There was no consistent and coherent way of telling the story that the data reveals.  Also, there was inconsistent branding leading to lack of acceptance, credibility, and value of internal data. 

    NorthStar worked with the client to set the following objectives: present data in multiple categories in a consistent digestible way and provide consistent branding to bring a sense of integrated value of the client’s data team. 

    As an approach, NorthStar designed a framework with clear and consistent format and flow, defined as key measures, executive summary limited to three color coded point, summary details, and future focus efforts.  We updated to consistent branding using our client’s brand standards, included resources like images and icons for easily building consistently branded content, and utilized data visualization, storytelling, graphic design, and common technology platforms to deliver self-service “fool proof” formatting. 

    Through this effort, there was a consistent understanding of the key measures, analysis, and next steps.  By integrating into our client’s brand standards, the report demonstrated both the buy-in of the data team and added value they bring. Information was accepted as more valid coming from an internal source.  The report was produced faster and more efficiently since the format called for clear parameters and condensation of the information to just the most important factors.  

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NorthStar Solutions Group is pleased to operate as a virtual company, enabling our team of professionals to help you wherever you are. We are dedicated to supporting your needs and to delivering on your goals.