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Case Studies

Movies on demand: Using analytics to improve user experience from pay to play

Movies on demand: Using analytics to improve user experience from pay to play 

How Unico helped optimise a major streaming service’s user experience through a data driven analytics framework.


Customer

  • Tier 1 Australian Telco

Project

  • Create a holistic view of all operational and business data for a pay on demand movie service

Objectives

  • Increase customer satisfaction and retention rates
  • Ensure all customers had access to the service
  • Enable customer claim verification

Problem

  • Disconnected data streams prevented the identification of critical service delivery issues in online movies delivery
  • It was impossible to identify how many customers could not use the service they had paid for

Approach

  • A solution that meshed machine data from organisation systems to deliver an end-to-end view of the online movie service delivery in near real time
  • Creation of Designer Analytics™ framework

Outcome

  • A concise picture of system performance enabling the client to act instantaneously
  • Weekly transactions were turned around in minutes, giving improved confidence with service delivery and increasing customer satisfaction and retention.
  • Increase customer satisfaction and retention

For increased business performance and management, the structures of
large organisations are often highly segmented. Without the right technology platform this can be challenging when business segments are required to share information that relates to service delivery across the enterprise. It can be resource intensive and increase the margin for error, severely compromising business efficiencies and customer experience.

For our customer, separate departments were responsible for managing
different data relating to the delivery of online movie services. The
departments didn’t share data or communicate with each other, making it
difficult to manage service delivery effectively. As a result, management
only became aware of technical issues associated with the online movie
delivery when a customer complained. This made isolating technical issues
difficult and resource intensive. It also led to revenue leakage because the
organisation had no way of verifying customer claims.

As a pioneer leveraging the big data revolution for analytics solutions Unico created a framework, Designer Analytics™, to locate and unlock the value of operational and business data amongst the vast amount of data generated by the organisation. Machine data was mined from systems in the chain and pieced together to deliver an end-to-end view of machine and application chatter associated with online movie delivery.

This information was then placed into context of the service delivery using
customer data and activity. Our domain experts worked with the client to
identify the high value data they possessed and strategies to leverage them.

The methodology revealed several other issues impacting business
performance; uneven distribution of system loads for transactions, a
decommissioned service consuming a third of system resources and longer
customer waiting times than anticipated. Discovering these additional
performance issues saved the client a costly capacity upgrade and valuable
resources while highlighting the need for improved service delivery.


Grant Minchin

Principal Consultant

Categories
Case Studies

Proving the authenticity of Australian meat products using blockchain technology: Meat & Livestock Association (MLA)

Proving the authenticity of Australian meat products using blockchain technology: Meat & Livestock Association (MLA)

How Unico helped the Australian red meat industry establish if blockchain technology could be used to encourage supply chain traceability.


Customer

  • Meat & Livestock Australia (MLA)

Project

  • Blockchain technology for red meat traceability

Objectives

  • Establish if blockchain could provide a transparent, trusted lineage of a value chain
  • Establish if blockchain technology could be integrated into existing processes 

Approach

  • Utilise blockchain to record live cattle movements through interface to the NLIS database 
  • Conceptualise a blockchain solution that could record lineage of beef product from processor to consumer
  • Use blockchain to demonstrate how potential fraudulent products received by the consumer can be detected  
  • Demonstrate transparency of blockchain through a user interface that can inform all members of the supply chain 

Outcome

  • Successfully implemented and integrated

Meat & Livestock Australia (MLA) identified the potential for Blockchain technology to determine the provenance of Australian red meat products for overseas markets. Across the industry demonstrating the origin of meat is crucial to ensure food safety, quality and determine the conditions upon which that product was produced.

MLA sought to understand how Blockchain might be applied in the Australian red meat industry and identify the potential benefits and challenges it could bring to two beef supply chains.  

Working closely with the MLA, Unico performed two proof of concepts (PoCs), one with each of the major suppliers, Stockyard (A premium producer of high quality Angus and Wagyu) and Teys (One of the largest meat processors and exporters in Australia). 

Both PoCs were to engineer a label for beef products that consumers could scan to prove the provenance of their chosen product. Our team selected Quick Response Codes (QR) to function as the labelling system due to their widespread use on IOS and Android systems.

Traceability data would be entered into an application via a web interface and then printed onto a QR code stamp. All data regarding provenance of the beef is stored in blockchain and immune to change negating the risk of fraud.

When beef arrived at a point of purchase, the buyer could then use QR labels to retrieve information from the application to verify where their product has come from as well as information regarding its carbon footprint and standards for ethical treatment.


The project demonstrated that provenance could be achieved using blockchain technology despite the amount of supply chain stakeholders and bio security regulations. It also demonstrated how brands could build trust with consumers by using this technology to determine if their products fit within their personal standards.

Supply chains are a highly promising area for the application of blockchain technologies. The neutral ground provided by a blockchain can help integrate disparate participants in a supply chain, and the integrity and audit trail in a blockchain ledger will improve transparency and confidence within the industry.

Consumers will benefit from the transparency and immutable nature of a blockchain, allowing them to purchase with confidence in respect to the origin of the product. Future iterations of the solution will have the added benefit of recording, product type, frequency of purchase and the location of purchase. 


Evan-Harridge

Evan Harridge

Director of Innovation and Enterprise

Categories
Case Studies

Maximising ROI on automated marketing campaigns through data cleansing: Melbourne Racing Club

SFMC-deduplification

Maximising ROI on automated marketing campaigns through data cleansing: Melbourne Racing Club

How we helped Melbourne Racing Club (MRC) regain trust in their customer data by building a custom data extension to extract and cleanse duplicated Salesforce Marketing Cloud contacts.


Customer

  • Melbourne Racing Club (MRC)

Project

  • Salesforce Marketing Cloud (SFMC) campaigns and data cleansing services

Objectives

  • Identify and remove duplicate SFMC contacts in Racing Victoria’s database 
  • Ensure all MRC’s contacts and leads are listed with 100% accuracy 
  • Reduce salesforce contract renewal fees    

Approach

  • 2-week consulting engagement with MRC
  • Identify, extract and remove duplicate contacts with automated queries 
  • Run comparative tests to ensure data is duplicated before removal

Outcome

  • Removed 400,000 corrupted / duplicate contacts from database of over 1,000,000 
  • Saved MRC $100,000 in costs over a 2-year contract renewal period  

A major part to conducting an effective automated messaging campaign is whether you can trust your data. Campaign results can vary drastically return in investment (ROI) based on how accurate the Salesforce database of contacts is. MRC had a database of over 1,000,000 contacts which contained a significant number of duplicates and corrupted data. In a 2-week engagement Unico cleansed their database of any duplicate contacts or outdated contacts that were no longer being targeted by email or SMS content. 

The data was extracted to a data extension where comparative testing was conducted to verify that contacts were classified as duplicates before deletion. Ensuring that a contact database is rid of all non-validated contacts means messaging automation platforms like SFMC charge users based on the true size of their contact list. 


“Contact database authentication was a major focus for Racing Victoria as our number of contacts continued to grow. Unico was able to enable us to have complete trust in our data within just two weeks and provided immediate ROI through this engagement”

– Marcia Allan, GM Customer Strategy & Engagement, Racing Victoria.


Following the data cleanse of Racing Victoria’s contact database, over 400,000 entries were removed resulting in over $100,000 of saved contract renewal costs. This was 4 times the cost of the Unico engagement, resulting in significant ROI for MRC and clear value add.


Evan-Harridge

Evan Harridge

Director of Innovation and Enterprise Sales