Analytics & Insight
Transform your data into valuable insight
Make effective decisions with confidence. Using leading technologies and best practice approaches, let us help you unlock the insight that enables knowledge to be gained and hypotheses to be tested, leading to significant gains in performance.
Within your organisation, you may believe there is an opportunity to improve operational performance, yet you are unable to pinpoint the causes of the inefficiencies. Perhaps performance measurement systems are in place, but they do not drive the required performance.
We are expert practitioners in the application of analytics and modelling techniques to help organisations make better informed, evidence-based decisions to improve operational performance. We can review and improve your existing reporting, analysis and modelling capability.
We have an extensive background in Operational Research – the application of modelling/analysis techniques to solve management and operational problems. Such techniques can unlock commercial benefits through optimum decision-making, efficient processes and revenue generation.
We maintain a network of analyst associates, so no matter what technique is best to achieve the outcome, we can provide the expertise to unlock the benefits.
We see our role as performing complex analysis and then creating understanding within your organisation. We then place its benefits in the hands of all operational areas. We love to produce compelling visualisations of opportunities and solutions. We pride ourselves in our ability to use analysis and evidence to demonstrate a clear way forward to commercial improvement.
The potential benefits resulting from an Analytics & Insight initiative are enormous: significant cost benefit and large improvements to customer satisfaction and revenue.
“Testimonial Testimonial Testimonial etc”
Unlocking business excellence through Analytics & Insight: Atlantic Insight services
We excel in analysing data sets, extracting valuable nuggets of insight to fuel performance improvement. Whether dealing with extensive or smaller data sets, we employ sophisticated techniques to unveil meaningful insights. Hypothesis generation and testing validate anecdotal claims, enabling us to construct models that uncover performance drivers and optimisation levers. Our commitment to data visualisation ensures insights are conveyed effectively, advocating for transformative change.
Our process begins with a detailed understanding of your data and objectives. We can meticulously craft a balanced array of Key Performance Indicators (KPIs) using precise mathematical formulations referring to database elements. These definitions serve as clear guidelines for swift and accurate report generation, eliminating ambiguity. Through collaborative efforts, we ensure that the selected KPIs collectively maximise quality, efficiency, and revenue generation. This approach removes alternative pathways, focusing solely on achieving exceptional performance.
Our expertise extends to constructing performance dashboards that steer optimal behaviours within your operation. By collectively determining the content of each report and its intended audience, we ensure that the right insights drive enhanced performance. Moreover, we recommend the most suitable reporting platform for automated measure delivery. This culminates in a robust system delivering timely, reliable, and pertinent measurements, tailored to individual user requirements, and driving the best possible performance.
Our services include various techniques encompassing regression models and machine learning to predict individual customer behaviour. These models empower us to understand and anticipate customer actions, including purchase likelihood and churn propensity. Furthermore, we can study Customer Experience, Satisfaction, and NPS data to pinpoint causes of perception change, paving the way for targeted enhancement strategies.
We are pioneers in studying employee data to elevate overall performance. Our data-driven performance management techniques encompass personalised coaching and training strategies. Analysing attrition data uncovers reasons behind employee turnover, enabling businesses to implement effective changes. Speech and text analytics can reveal pathways to enhance colleague performance. We detect sudden performance shifts as opportunities for coaching, yielding improved outcomes and reduced attrition. Our expertise spans omnichannel contact centres, field environments, and remote work settings.
In the pursuit of revenue enhancement, we deploy statistical tools to identify opportunities and estimate their impact. Our models assess end-to-end processes, highlighting avenues for revenue growth through improved sales, streamlined delivery, and optimised customer retention. We also focus on margin preservation, identifying inefficiencies and waste that erode profitability. Our guidance leads to improved commercial outcomes, with detailed roadmaps for success.
Our specialisation lies in understanding and modelling processes, creating accurate representations as robust decision-making tools. These verified models facilitate What If scenarios, enabling the quantification of changes and optimisations. From process adjustments to workflow enhancements, standardisation, automation, and performance improvements, all possibilities are evaluated. Optimal process opportunities are identified, prioritised, and efficiently executed.
Our analysis culminates in comprehensive business cases that transform insights into actionable strategies. These cases holistically evaluate investment needs, leveraging a full spectrum of analysis. In situations of uncertainty, our analysis explores diverse options, providing a clear comprehension of potential commercial outcomes.
Our Client Success Stories - Analytics and Insight
We have significant demonstrable success in improving forecasting accuracy and resource planning in a wide range of industries and applications, including multichannel contact centre, administration centres, field operations, technical back office and knowledge centres. Here are just a few of our successes:
Enabling a US Education Services business to grow revenue without operational cost increase
We were engaged by a leading US-based education services business to identify and help deliver efficiency savings. We analysed and mapped Salesforce activity data across the customer journey. We were able to demonstrate how changes to the student journey could release significant commercial benefit to the business while improving the customer experience. The result was that business was able to absorb the following two years’ revenue growth without increasing resource levels.
Driving high performance at an outsourcer through strict definition of KPIs
We worked for a UK retailer wishing to drive performance across the estate of in-house resource and two outsource providers. Working with the senior leadership team, we selected KPIs that gave the right balance of quality, revenue building and efficiency. We documented the new measures with precise definitions referring to multiple data sources. The KPIs used for performance management of advisors, teams, and sites across the estate. We also constructed a new risk and reward framework. Our specifications were used to create a suite of reports on Qlik delivery platform that drove much-improved performance across virtual estate of in-house and outsourcer contact centres.
Unlocking statistical relationships between appliance sales and promotional activity
A European telco identified a need to reduce churn, and we conducted hypothesis testing to determine causes of leaving customers. As part of this project, we critiqued the existing in-house churn prediction machine learning model against best practice. We identified improvement opportunities including actions covering data integrity, variable inclusion, model structure, and model selection criteria. These improvements significantly improved the model’s predictive ability.
Identifying & addressing attrition for an outsourcer
An outsourcing client was concerned at high attrition rates. First we created a robust definition for attrition and demonstrated how it varied over time and across accounts. We gathered multiple data sources, grouping together related leavers to understand learning opportunities. We performed analysis to map attrition reasons. We presented all improvement opportunities, prioritised by both impact and difficulty.
Unlocking statistical relationships between appliance sales and promotional activity
An appliance manufacturer selling directly to customers was finding it difficult to forecast product demand accurately. First, we understood the historical statistical relationships between product demand and various types of promotional activity, including Direct Mail, press ads & TV. We used these relationships to boost the accuracy of product forecasts, improving both stock levels and the usefulness of financial forecasts.
Working with us to drive benefits from analytics
At Atlantic Insight, we have a strong approach to delivering Analytics & Insight services that guide our process of uncovering actionable insights and making data-driven decisions.
To find out how we can help you improve your forecasting and resource planning capability, please contact us for a discussion of your problems and opportunities
Call +44 (0) 161 438 2009
Office: Ground Floor, Adamson House, Towers Business Park, Wilmslow Rd, Manchester M20 2YY