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Case Study

ADA helped a top insurance company to mitigate revenue loss with AI and Tech

The Results
Analysed 9 product combinations and identified major factors leading to higher revenue loss rate
2X efficiency in decision making with the actionable insights
The Execution

The client is the top 5 insurance company that offers automobile, travel, home, health, and personal injury insurance products.

The client is facing heavy revenue loss with one of the factors causing it is the unavailability of a system to analyse data and provide strategic insights. The client needs a solution to analyse their large data set at an advanced levels such as product offerings, policies and customers. This helps the strategic decision making for future cross-selling and up-selling opportunities.

ADA stepped in and advised the client to opt for Auto-ML solution-based model to run heavy analysis, provide insights on which product combinations are impacting the revenue loss, and predicting which combinations to avoid in future. ADA provided the client with actionable insights through a comprehensive analytical report, detailing the impact of individual factors and combinations on the loss rate.

Content
Results
Execution
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ADA helped a top insurance company to mitigate revenue loss with AI and Tech

Case Study

ADA helped a top insurance company to mitigate revenue loss with AI and Tech

The Results
Analysed 9 product combinations and identified major factors leading to higher revenue loss rate
2X efficiency in decision making with the actionable insights
The Execution

The client is the top 5 insurance company that offers automobile, travel, home, health, and personal injury insurance products.

The client is facing heavy revenue loss with one of the factors causing it is the unavailability of a system to analyse data and provide strategic insights. The client needs a solution to analyse their large data set at an advanced levels such as product offerings, policies and customers. This helps the strategic decision making for future cross-selling and up-selling opportunities.

ADA stepped in and advised the client to opt for Auto-ML solution-based model to run heavy analysis, provide insights on which product combinations are impacting the revenue loss, and predicting which combinations to avoid in future. ADA provided the client with actionable insights through a comprehensive analytical report, detailing the impact of individual factors and combinations on the loss rate.

Content
Results
Execution
Get in touch

Let’s turn your data and AI into measurable outcomes!

Book a Demo

How ADA transformed broadcast to product sales with WhatsApp chat commerce for Dr. Dermis

Case Study

How ADA transformed broadcast to product sales with WhatsApp chat commerce for Dr. Dermis

Results

The strategic implementation yielded significant results:

  • Average response time of customer service notably decreased.
  • 80% of customer conversations now occur on the WhatsApp platform, indicating its effectiveness as a preferred channel.
  • Customers enjoy seamless access to the product catalogue, custom recommendations, pricing information, and live-chat assistance, all within a unified platform.
The Challenge

Dr Dermis, a prestigious derma brand under the Bio-essence umbrella, recognized the potential of chat commerce on WhatsApp. They aimed to utilize this widely popular messaging app to enhance revenue generation and customer satisfaction. Leveraging WhatsApp Business, Dr Dermis sought to provide personalized assistance and foster meaningful customer engagements.

Solution

Dr Dermis opted to fully utilize the rich feature set offered by WhatsApp Business. Customers could initiate conversations with a simple “hi” and select their inquiry topic. Automated responses efficiently handled common questions and product inquiries, while more complex queries were routed to a customer service representative.

To elevate the overall customer experience, Dr Dermis established WhatsApp as a central platform for online interactions. An integrated automated chatbot provided customers with a menu to address their needs. This chatbot also acted as a knowledgeable consultant, gathering information on the customer’s skin type and offering tailored product suggestions. Customers received detailed product descriptions and pricing information, with the option to purchase directly or speak to a beauty consultant. Additionally, the chatbot served as a valuable resource for FAQs, providing instant access to relevant information.

Content
Results
Challenge
Solution
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Revamping customer emails for Owndays with marketing automation

Case Study

Revamping customer emails for Owndays with marketing automation

The Challenge

With digitalisation in focus for brands, there remains a shortage of skilled marketing technology (MarTech) talent in Singapore. OWNDAYS, the fast-growing multinational eyewear brand, was seeking to improve its data consolidation practices and optimise its use of marketing technology ‚Äî but lacked the internal capabilities to do so. As their data was siloed within different platforms, the brand found it difficult to form and act on a comprehensive, unified view of the customer, making it difficult to plan and take the optimal actions based on customers’ needs and preferences. OWNDAYS needed a partner to help them reach out to both current and potential customers at the moment of truth, with the right vehicle and message.

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The Strategy

Optimise email engagement

ADA tailored the customer email engagement with a fit-for-purpose MarTech stack. The objective was to identify opportunities proactively as well as capture customer data in real time, while also sending personalised emails that meaningfully lifted conversion rates.

Build a solid foundation in MarTech

ADA partnered with OWNDAYS to build a solid foundation in MarTech and hone a data-driven mindset.

The Execution

Systems integration

When MarTech tools complement each other, a stack is worth more than the sum of its parts. The result is not only automation and workflow optimisation, but also smoother cross-departmental communication, and higher return on marketing investment.

Email automation

ADA worked with OWNDAYS to set up automated email workflows for current and potential customers, reducing the time spent by the marketing team to compose and manually send emails to different audience segments.

Email optimisation

The workflow was optimised via a four-step process: Discovery, Identify automation opportunities, Develop findings, and Automation implementation.

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The Results
  • OWNDAYS acquired the tools to maximise their email marketing performance and to integrate previously walled-off data points, so they can deliver always-on and targeted email campaigns seamlessly to customers.
  • Generate monthly in-depth performance reports as well as send automated newsletters to engaged subscribers complete with relevant promotions, new product launches, and personalised reminders on abandoned carts.
  • 15% to 20% increase in open rate or automated customer emails.
  • MarTech Enablement empowered OWNDAYS to deliver personalised value to customers in the long-term.
Content
Challenge
Solution
Execution
Results
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ADA helped a global retailer get a holistic view of their online business by consolidating their data on Amazon Redshift

Case Study

ADA helped a global retailer get a holistic view of their online business by consolidating their data on Amazon Redshift

The Results
Understand the impact of clickstream data on revenue.
Consolidated transaction and clickstream data for further data analysis.
The Execution

The customer is a leading global sporting goods retailer with a footprint in 56 countries and selling products from over 20 brands.

The customer was in need of an E-Commerce Digital Performance Dashboards to provide insights on its rapidly expanding E-Commerce business. However, its transactional and clickstream customer interaction data were located in separate data silos hampering consolidated view of its data.

ADA helped to migrate the customers clickstream data from GCP BigQuerry and consolidated the data with its transactional data on AWS Redshift. We helped to merge the session level data with revenue data to create a holistic analytics data set. ADA then built AWS Quicksight dashboards to provide

Content
Results
Challenge
Solution
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We helped boost client’s conversion rate, leads, and engagement by implementing Treasure Data Customer Data Platform (CDP)

Case Study

We helped boost client’s conversion rate, leads, and engagement by implementing Treasure Data Customer Data Platform (CDP)

The Results

We helped boost client’s conversion rate, leads, and engagement by implementing Treasure Data Customer Data Platform (CDP)

0 x
Increase in the average number of appointments per month
0 %
Increase in the average number of booking deposits per month
0 %
Increase in the average total deposit value per month
Execution

The client is a leading real estate developer in Indonesia. With a strong market presence and track record of over 76 projects across 33 cities, their portfolio showcases a diverse range of both residential and commercial properties. 

New development projects prompted the client to improve their digital marketing strategy. They wished to increase awareness through campaigns on channels like Facebook and Google, ultimately improving overall conversion rates. The client recognised the need for personalisation in their marketing activities. Their current ads lacked relevance to the target audience, resulting in wasted ad spend and inefficient impressions.

By implementing the Customer Data Platform, ADA successfully improved key conversion metrics for their development projects, i.e., the number of appointment bookings, site visits to properties, and the number of booking deposits.

Content
Results
Execution
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Breaking data silos: ADA’s comprehensive solution transforms a Singaporean online car portal’s marketing landscape

Case Study

Breaking data silos: ADA’s comprehensive solution transforms a Singaporean online car portal’s marketing landscape

The Results
0 %
reduction in time spent on data analysis to create customer segments and ability to launch 2x more campaigns per month
0 x
more engagement on personalized campaign by user intent
The Execution

A prominent online car portal in Singapore encountered hallenges in consolidating customer interaction data from various touchpoints, limiting insights for marketing campaigns. While Google Analytics provides website behavior insights, the absence of user-level data impeded targeted engagement. The lack of analytical reports at the customer or vehicle level hindered informed, data-driven business decisions. Inefficient audience selection processes, influenced by factors like audience size, contributed to infrequent campaigns, impeding organizational agility and responsiveness.

ADA streamlined the client’s data connectivity issues by consolidating disparate sources (example: customer data, transactions, email responses, and web interactions) into a unified view. ADA also implemented personalized targeting and setup infrastructure for web personalization.

The newly created dashboard provides insights into audience cohorts, ownership details, and user engagement with campaigns. Effective user transition tracking and real-time insights are facilitated. The dashboard enables efficient campaign launches, including AB testing, based on audience insights, optimizing the client’s overall marketing efforts.

The Approach
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The workflow proposed and implemented for the client to capture web behavior data. This involves the utilization of Google Tag Manager (GTM) and TD JS SDK for data capture, segmentation within the Treasure Data console, and personalized targeting (conducted by the Customer Engagement Platforms) based on cookies.

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Examples of the dashboard screenshots that offer client insights on EDM campaign performance and number of users with expiring warranty for targeted campaigns
Content
Results
Challenge
Solution
Execution
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Maximising reach for your Ramadan promotions: How an ecommerce brand boosted its promotion with SMS broadcast

Case Study

Maximising reach for your Ramadan promotions: How an ecommerce brand boosted its promotion with SMS broadcast

In 2022, an ecommerce brand in Indonesia identified a golden opportunity to tap into the user base of Indonesia’s second-largest smartphone brand, comprising approximately 30 million individuals. Amidst the deluge of Ramadan promotion campaigns, this eCommerce brand recognized the potential and convenience of utilizing SMS for broader awareness. They sought a strategic partner to help them effectively reach out to this specific target group.

The Results

The impact was profound. The interactive SMS campaign achieved a remarkable 70% click rate, a testament to its effectiveness amidst the fierce competition of Ramadan promotions. Notably, the Free Delivery button emerged as the clear frontrunner, garnering an impressive 60% engagement rate among the three options.

0 %
click rate on interactive SMS
0 %
engagement through a Free Delivery button
Strategy

ADA adopted a two-fold messaging approach, opting for structured messaging that allowed for interactive and convenient message development. This approach simplified user interaction, as they only needed to click the call-to-action (CTA) button, aligning seamlessly with the messaging interface on smartphones.

To ensure precision in targeting, we implemented the following criteria:

  • Location: Leveraging geo-tagging, we precisely targeted users in specific areas of key cities like Jakarta, Surabaya, Bandung, Semarang, and more.
  • Social Economic Status: Our target group was segmented based on their phone’s cost.
  • Operator: We focused on some of Indonesia’s most popular provider brands.
  • Device Type: Specifically, we targeted three smartphone brands under an umbrella brand, honing in on eCommerce users.

Creating Maximum Impact: With meticulous targeting in place, we crafted a clickable SMS featuring three buttons:

  1. Bonus
  2. Flash Sale Offers
  3. Free Delivery
The Execution
  • Deployed AI-driven customer segmentation through CleverTap for precise WhatsApp targeting
  • Established real-time performance monitoring for comprehensive campaign insights
  • Implemented data-driven A/B testing to maximize CTWA campaign effectiveness
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ADA’s strategic approach not only reached our target audience effectively but also drove exceptional engagement rates. This campaign proved to be a game-changer in maximizing our Ramadan opportunities.
Content
Results
Strategy
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We increased client’s sales ROI with Customer 360 Dashboard

Case Study

We increased client’s sales ROI with Customer 360 Dashboard

The Results

The engagement capability of sales consultants improved as they could design the right conversation scenarios with the right insights.

  • Sales consultants achieved a higher level of engagement, contributing to improved overall performance.

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0 %
Increase in conversion rate within 3 months
The Execution

Lotte stands as one of the largest companies in South Korea, operating in diverse industries including food, retail, industrial chemicals, and IT. Lotte Rental, a subsidiary, manages an array of equipment, spanning robots, laptops, and construction equipment.

The challenge at hand lies in equipping salespersons in the contact centre with comprehensive information about prospects during phone interactions, enabling them to provide tailored proposals and effective prospect management. However, the task was arduous, given that the available information was limited to just contact numbers and names.

With Customer 360 dashboard implementation, ADA helped uncover detailed information such as preferred cars, historical usage patterns, and key considerations for service purchase.

The sales consultant now have a clearer picture of their customers wants and needs, enabling them to offer a personalised and informed interaction at the contact centre.

The Approach

The solution involved delivering precise insights into customers who engaged with sales consultants at the contact centre. These insights revolved around the customer persona, including details such as preferences for rental cars, methods for exploring available options, historical usage patterns, and main considerations for service purchase (e.g., pricing, features, aftercare service).

A holistic approach was adopted, leveraging a customised Customer 360 dashboard. This integrated solution provides a comprehensive view of the customer’s journey within the car rental services, ensuring a personalised and informed interaction at the contact centre.

On-ground interviews with sales consultants

We interviewed the sales consultants to identify the challenges they faced in their sales interactions and understand the key elements they believe are crucial for effective customer engagement and conversion.

Design data model and dashboard visualisation

Next, we designed a data model that captures customer-centric information key decision points. We developed a dashboard that translates the data model into a visually intuitive interface.

Data synchronisation and front-end integration

A semi-real-time data synchronisation process was implemented to ensure that the information is current and relevant. The dashboard was integrated into the front end of the existing customer engagement web solution.

Educating and coaching end users

Finally, we developed a comprehensive training programme for sales consultants to address any concerns. Coaching sessions were held to familiarise sales consultants with the new dashboard and data model.
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Part of the Customer 360 dashboard designed for the contact centre sales consultants.

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The results of this DX trial have underscored the effectiveness of a customer data-driven solution in real-world sales. Now, we are eager to delve deeper into understanding our customers further – Heeseok Eom, Leader of Data Platform TF
Content
Results
Execution
Approach
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ADA captures young audiences through social listening & catchy music playlists for Toyota lofi drive beats

Case Study

ADA captures young audiences through social listening & catchy music playlists for Toyota lofi drive beats

The Results

In Indonesia, Toyota’s reputation for reliability, after-sales service, and resale value has made it the go-to choice for many. However, a decline in sales, particularly among younger consumers, prompted Toyota Indonesia to seek ways to enhance brand relevance. ADA was tasked with capturing this untapped consumer segment and reshaping Toyota’s brand perception

  • Achieved record-breaking retention rate 609% higher than other historical content on Toyota Indonesia’s YouTube
  • Gained almost 130k engagements and 8.6 million impressions, way above the industry benchmark for a 1.5-month campaign
  • Achieved 70% view rate for 1-hour video content on YouTube (average benchmark: 30% to 50% view rate)
  • Saved 40% in CPC investment on Instagram resulting in close to 2 million reach
  • Improved brand perception with net positive brand sentiment
0 %
higher retention rate on YouTube
0 k
engagements
0
million impressions
Execution

To align with the digital behavior of the younger Indonesian generation, we identified that music played a significant role in uplifting people’s moods during daily activities. Building on this insight, we collaborated to curate two unique, locally-inspired playlists featuring the GR Supra and Yaris, creating a soundtrack for various activities, from work to relaxation, embedding Toyota into the daily lives of our audience. We initiated the campaign teasers across Facebook, Instagram, TikTok, and Twitter to generate interest and intrigue among the audience. Following the teaser phase, we launched the Lo-Fi Drive Beats playlists on YouTube. To maintain interest and encourage engagement, we partnered with influencers to amplify the campaign and organized a giveaway to drive UGC submissions. To further expand our campaign’s reach, we strategically invested in media buys on YouTube and Instagram

Content
Results
Execution
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ADA helped a leading Direct-To-Consumer player automate data collection to help accelerate business decisions

Case Study

ADA helped a leading Direct-To-Consumer player automate data collection to help accelerate business decisions

The Results
Eliminated manual data collection requirements.
Eliminated data discrepancy issues.
The Execution

The customer is a leading Direct-To-Consumer (D2C) player that invests in developing e-commerce capabilities for digital-first brands in the beauty, fashion, and personal care sector.

The company was previously collecting data from their managed brands manually which resulted in data inaccuracies and delays in getting business insights for decision making activities. They also had no visibility on data from their managed brands ecommerce platforms and marketplaces.

ADA helped to build and end-to-end data pipeline and data warehouse on Amazon AWS to gather insights from many different data sources for sales, returns, inventories, and finance. ADA also built bespoke API connectors for various eCommerce platforms to enrich collected data.

The new data warehouse helped to provide up to date and accurate data for data analytics and data science team to make business intelligence dashboards and construct ML models.

The Approach
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This chart demonstrated the accuracy of ADA’s robust modelling technique in the forecasting model.

We observed close alignment between the actual sales and predicted values for Y2023, with difference of only 6.8%:

– Prediction for Y2023: 21,339 units (overall)

– Actual for Y2023: 22,067 units (overall)

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Content
Results
Challenge
Solution
Execution
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