SAS® for Customer Experience Analytics
Learn how to turn Web site usage data into valuable insights about your customers
SAS for Customer Experience Analytics provides an immediate and complete picture of your customers by capturing every Web site interaction, transforming those interactions into customer-centric knowledge and integrating them with other channel views. This approach allows organizations to more effectively understand, model and, ultimately, market to these same customers.
Benefits
- Access a complete view of customers.
- Improve your multichannel contact strategy.
- Gain insights for better marketing performance.
- Reduce cost of ownership.
Features
- Open data model supports immediate data analysis
- Self-service, Web-based reporting
- Component of the SAS® Customer Intelligence suite
- Built-in predictive models, forecasting and goal-seeking routines
- Dynamic data collection
- Decision support administration
How SAS® Is Different
Only SAS delivers a complete solution for data collection, reporting and administration within one seamless package.
- Dynamic data collection technology that uses a one-line script allows you to avoid Web analytic tagging and quickly implement your analytic models.
- Captured data is transformed into business, process and customer-focused data, instead of merely being presented as page hits.
- SAS gives you the ability to get a multichannel understanding of your customers, allowing you to make better decisions about what campaigns should be offered to them.
Benefits
- Access a complete view of customers. As part of the SAS® Customer Intelligence suite, SAS for Customer Experience Analytics helps you combine data from disparate sources, such as the Web site, call center and point of sale, within a pre-defined data model. The result is a complete view of customers for more relevant and cost-efficient campaigns.
- Improve your multichannel contact strategy. When used with the SAS Customer Intelligence suite, the solution delivers the capabilities to turn customer insight into campaign execution. Integrating your Web channel with the campaign management, marketing optimization, event-triggering and real-time decision-making products allows you to automate all aspects of marketing activities with a single platform.
- Gain insights for better marketing performance. Pre-built, proven predictive models provide a forward-looking view of campaigns. These analytic models help you understand the most significant business drivers, forecast how these drivers will perform in the future, and run goal-seeking routines – without using a statistician.
- Reduce cost of ownership. A single line of code within the Web page supports the dynamic collection of detailed customer interaction data without heavy tagging overhead. Changes to the Web page are automatically accounted for during data capture, eliminating the need to continually re-tag Web page objects, reducing implementation time and maintenance costs.
Features
- Open data model supports immediate data analysis
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- Stores data in a customer-centric, open data model.
- Translates technical online data into relevant business information.
- Allows other customer-related data to be integrated.
- Utilizes parameterized business rules to allow for quick and easy adjustments with Web site changes – even retrospectively.
- Self-service, Web-based reporting
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- Easily create, deploy and view interactive, graphical dashboards.
- Query and report using a Web-based interface.
- Execute, view and modify included pre-built Web-based reports.
- Easily search and navigate reports organized in hierarchical order.
- Export, schedule, distribute and print reports.
- Create standard and ad hoc reports.
- Interactively view a hierarchical tree of the customer’s journey through the site.
- Component of the SAS® Customer Intelligence suite
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- Fully integrates with the SAS Customer Intelligence suite.
- Enables closed-loop marketing communications across channels.
- Powers real-time decision management deployment.
- Built-in predictive models, forecasting and goal-seeking routines
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- View easy-to-understand, predictive models for each business goal.
- Customize goal-seeking routines that display which adjustments of a driver will deliver the desired increase or decrease in the target business goal.
- Forecast each business goal to enable forward-looking trends and expected outcomes.
- Dynamic data collection
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- Use a single line of HTML to efficiently collect all data from a page.
- Capture data exactly as it is seen in the browser window.
- Record virtually every action happening on a Web page.
- Collect data with a system that is compatible with any type of Web site configuration.
- Protect sensitive data using industry-standard encryption techniques.
- Decision support administration
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- Centrally administer users and manage access to reports and data.
- Set security on individual reports, report folders, etc.
- Use a single point of control for all business data descriptions.
- Define authentication infrastructure (host, LDAP or Active Directory).
Screenshots
SAS for Customer Experience Analytics allows users to easily create, deploy and view interactive graphical dashboards providing timely information on business goals and key performance indicators.
SAS for Customer Experience Analytics features graphical, ad hoc reporting capabilities. This screenshot shows how different campaigns drive the acquisition and retention of customers.
This screenshot shows a campaign effectiveness report produced from SAS for Customer Experience Analytics. This specific report is showing channel delivery metrics, session count and duration, and page view and click statistics.
This screenshot shows an external search report with search engine keywords and session data.
System Requirements
Administration client environment
SAS for Customer Experience Analytics runs in a Windows desktop environment:
- Windows (x86-32): Windows 2000 Professional, Windows XP Professional
- Internet Explorer 5.5 and 6
Reporting client environment
- Internet Explorer 5.5 and 6
Server environment
SAS Servers, including Base SAS® and SAS® Metadata Server, can be installed on one or more hardware systems in a multitier configuration:
- AIX: Release 5.1, 5.2, 5.3, 6.1 on POWER
- HP-UX Itanium: Release 11i, Versions 1, 2, and 3
- Linux for Intel (x86-32): Red Hat Linux 8.0, RHAS 2.1, RHEL 3.0 and 4.0, SuSE SLES 8 and 9
- Linux for Itanium (64-bit): Red Hat RHEL 3.0
- Solaris on SPARC: Versions 8, 9, and 10
- Solaris on x64: Version 10
- Windows (x86-32): Windows NT 4 Server, Windows 2000 Server, Windows 2003 Server
- Windows (on Itanium): Windows Server 2003 for Itanium-based systems
- z/OS: Version 1 and higher
Data collection server
Windows 2000/2003 Server or Solaris 10 (x64 and SPARC)
Web tier
SAS includes a reference implementation of Apache Tomcat. Sites can optionally choose to implement on WebLogic or WebSphere:
- BEA WebLogic (AIX, HP-UX Itanium, Solaris, Windows 2000 Server, Windows Server 2003)
- IBM WebSphere (AIX, Windows 2000 Server, Windows Server 2003)
- Tomcat (AIX, HP-UX Itanium, Solaris, Windows 2000 Server, Windows Server 2003)
Optional software
- ESRI ArcGIS 9.0 Server with Service Pack 2 is required for a GIS-enabled SAS® Enterprise BI Server.
- Platform Suite for SAS from Platform Computing is available for SAS® BI Server and SAS Enterprise BI Server.
SAS® Enterprise Guide® and SAS® AppDev Studio™ are optional components of SAS Enterprise BI Server.
Please contact your SAS representative with any additional questions about technical requirements.
Ready to learn more?
Call us at 1-800-727-0025 (US and Canada) or request more information.
