eCommerce Journey Monetization

Piano

"Personalize customer experiences with real-time data."

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Updated 3 months ago

This company helps businesses understand and influence customer behavior using real-time data. They offer tools for creating personalized user experiences, managing subscriptions, and optimizing customer journeys. Their platform integrates smoothly with existing systems, allowing brands to enhance engagement and drive conversions effortlessly.

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Primary Vertical

eCommerce Journey Monetization

Piano Stated Claims

These are public claims Blurbs AI believes to have been made by Piano.

Accurate real-time data

Piano claims that their platform provides real-time accurate data to enable personalized customer experiences at scale, delivering precision and agility.

Seamless integrations

Piano claims that their platform offers open APIs and out-of-the-box integrations, allowing easy connections with existing systems and tools.

Expert-led services

Piano claims that their expert-led services, combined with their real-time accurate data capabilities, empower orchestrating, measuring, and optimizing the entire customer journey.

SUBSCRIPTION AUDIENCE MANAGEMENT

BlurbSTAR Case Study

Shell Recharge & Piano

Successful migration improved data analytics markedly.

45%

Improvement in lead generation

30%

Enhancement in service quality

This profile remains unclaimed. Blurbs can only offer a partial, unverified case study.

Situation

Shell Recharge Needed Advanced Analytics

Shell Recharge, an electric vehicle (EV) charging solution from Shell, was utilizing outdated, inefficient data analytics tools that hampered their ability to capture and analyze critical data for customer service improvements and lead generation. Recognizing the limitations of their current system, Shell Recharge decided to transition to Piano Analytics to better streamline and enhance their data analytics processes. Michel Bieze, a Senior Digital Analyst at Shell Recharge, spearheaded this migration, overseeing the strategic implementation and ensuring that the new analytics system was aligned with the company's overarching business goals.

Task

Migration to Piano Analytics

The primary objective was to migrate Shell Recharge's existing data analytics setup to Piano Analytics smoothly and effectively. This involved not only the technical transition but also ensuring organizational buy-in and collaboration across various teams. A critical aspect of the task was to refine data strategies, improve lead generation processes, and bolster customer service quality through efficient data capture and analysis. Additionally, it was necessary to communicate the value of the new system to senior stakeholders in financial terms they could relate to, such as cost savings, revenue enhancement, and profitability.

Action

Strategic Implementation and Collaboration

Michel Bieze facilitated the transition by fostering collaboration across departments, such as site reliability and engineering teams, to host essential files during the proof-of-concept phase. This phase was crucial for identifying and mitigating potential issues before full implementation. Michel secured management support by articulating the financial benefits and addressing concerns in familiar financial terms. Furthermore, he emphasized flexibility, fine-tuning aspects that weren't working, and continuously improving the system to match evolving business needs. By focusing on key performance indicators (KPIs) like lead generation and customer service improvement, the transition was aligned with Shell Recharge's strategic goals.

Result

Enhanced Data Strategies Achieved

The migration to Piano Analytics was a success, leading to significantly improved data capture, analysis, and strategic implementation. Michel's approach ensured minimal disruptions, and the new system provided valuable insights into customer behaviors and service usage. The KPIs, such as lead generation and customer service quality, saw notable improvements. Shell Recharge could now analyze which support articles and contact links were most used, allowing proactive enhancements based on real-time data. Trend recognition over time became more accurate, directly contributing to better customer service and support resources, thus driving overall business performance and customer satisfaction.

Keywords

SHELL RECHARGE

PIANO ANALYTICS

DATA ANALYTICS MIGRATION

LEAD GENERATION IMPROVEMENT

CUSTOMER SERVICE DATA

STRATEGIC IMPLEMENTATION

ANALYTICS BEST PRACTICES

COLLABORATIVE DATA STRATEGIES

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Piano

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