March 10th-12th, 2009. Sergei Ananyan of Megaputer Intelligence presents Deriving Customer Insights Through Text Mining Repair Notes on the 10th and Using Repair Data To Discover Cross-sell Opportunities on the 12th at the 2009 Warranty Chain Management Conference.
Abstract: Deriving Customer Insights Through Text Mining Repair Notes
March 10th. 9:00am — 12:00pm
We provide a hands-on workshop demonstrating the discovery of valuable customer insights through text mining on repair notes. The workshop presents a real world analysis project based on anonymized data from a large manufacturing company. We illustrate the methodology, typical analysis steps, challenges, and potential pitfalls of a repair notes analysis project.
Abstract: Using Repair Data To Discover Cross-sell Opportunities
March 12th. 11:00am — 11:30am
Customers of large companies are frequently unaware of extra products and services offered in relation to products they are using. A considerable portion of customers would purchase these extra products if they knew about them. We will demonstrate how an innovative high-tech company analyzes repair data to identify promising cross-sell opportunities and provide accurate purchase recommendations to customers encountering various technical problems.
The goal is to identify extra products of interest, unique for each case, and enable support agents to offer these products to the customer. This requires joint application of data and text
mining techniques on repair data. Text mining facilitates extracting key structured attributes that characterize individual repair notes. New attributes are combined with other structured attributes for training on historical data to discover valid association rules. These rules provide customers with timely advice on the availability and features of extra products, thus enhancing customer satisfaction and generating extra sales.
Participants will learn the following:
- What extra value is hidden in warranty data: cross-sell analysis
- How text mining tools extract key characteristics of repair notes
- Discovering association rules based on structured data and text
- How to set up an automated cross-sell recommendation system
- How a high-tech company improved its bottom line by analyzing repair notes
About the WCM Conference
The WCM conference series provides a forum for Warranty Professionals and Executives to meet and discuss warranty related issues and develop warranty management as a recognized discipline. The conference is intended to appeal to a diverse range of companies encompassing electronics, automotive, aerospace and white goods industries; as well as their service providers and companies who develop tools and software which support the multi-billion dollar warranty industries.
WCM is a growing area of interest in many companies, ranging from large multi-nationals through to mid-size and smaller engineering, call center management and warranty service providers. Effective warranty management has the capability to significantly impact a company’s bottom line profitability, with current analysis by Warranty Week showing over $40B of annual expenditure.
As a discipline, warranty management tools and techniques are still in their infancy with many companies striving to improve the effectiveness and efficiency of their warranty management
processes. There are very few forums which specifically enable warranty professionals to come together to share best practices and learn of the challenges and solutions from other competitive and comparative industries.
If your company produces products or services that include either a legally mandated or market driven warranty coverage then there will be something in the WCM series of conferences applicable to you. If your company finances extended warranties, is a repair service provider or undertakes call center management then WCM is the conference to attend as it encompasses the end-to-end processes that affect your businesses and provides a single and central forum to meet and learn from warranty professionals in other companies.
Learn more about the IWCM.