At Beyond the Arc, the objective is to go beyond analysis to implementing initiatives that uncover actionable insights in order to ultimately help clients reach their unique business goals
Beyond the Arc uses Big Data, predictive analytics, and social media analytics to help companies in four key service areas. They create customer insights that result in action via improved customer experience across channels and touch points such as mobile, social, call center, and in-store. The firm helps strengthen customer relationships through designing and supporting Voice of Customer analysis. Beyond the Arc improves operations and product development based on predictive analytics and customer behavior. Lastly, it provides training to business managers and analysts to take advantage of data science in their organizations. “At Beyond the Arc, the objective is to go beyond analysis to implementing initiatives that uncover actionable insights in order to ultimately help clients reach their unique business goals.
Typically, Beyond the Arc works with companies that have either large, or very diverse, customer bases—clients that can truly benefit from data driven insights to spark action and results. The firm’s clients are in industry verticals that include banking and financial services, media and entertainment, utilities, technology and retail. “We are privileged to work with two of the Top 5 banks in the country, a prestigious American newspaper, one of the largest cable TV providers, and other great clients. Our proximity to Silicon Valley also keeps our team stay closely connected with innovations in the tech world,” adds Ramirez.
For one of the nation’s largest retail banks, Beyond the Arc helped reduce attrition and increase profitability of customer relationships by integrating disparate data sources, designing advanced algorithms with machine learning, and capturing actionable insights. The data science team utilized unstructured text data, in the form of customer emails, call transcripts, complaints, and banker notes and created advanced Natural Language Processing models to automatically categorize huge volumes of written comments based on typical customer experience themes. Beyond the Arc also created a system to recognize top customer pain points, and differentiate between resolvable pain points, customer inquiries, and common service requests that shed light on opportunities for self-service. “Our Big Data analytics helped uncover the ’Silent Majority’ and found in one case that while 1,000 customers had commented about a serious issue, it actually affected half a million customers,” says Ramirez. Thus, the company was able to help the client coordinate with internal business partners to resolve the issue, preventing attrition and mitigating the risk of potentially millions of dollars in regulatory fines. Looking ahead, Beyond the Arc continues to evolve its advanced algorithms and data science strategies to pioneer new ways to help businesses accelerate issue resolution, improve customer experience, and increase the business’ competitive edge.