Analytics News Letter from Sutherland Global Services

1. Team Analytics | Sutherland Global Services | November 2014
Volume 1 : Issue 1
Delphi
Spot
Monthly Analytics Newsletter
Your guidepost for value transformation with analytics
Visualize this! 140+ Mn customer interactions – consisting of 70 Mn inbound calls, 50 Mn outbound calls, 12 Mn chat sessions and 10 Mn emails; challenge to harness structured and unstructured data.
But the opportunity lies in knowing the customer pulse thereby addressing their concerns; improving NPS; test the power of knowing whom to target for cross sell and upsell.
Welcome to the world of Analytics!
Organisations are getting swamped by data deluge but are still comfortable with basic MIS besides living with the historic BI cross tabs. Often at the CXO level, leaders aspire to embed analytics, but at the floor level, the ground reality still witnesses the reign of MIS Reports. Analytics is yet to trickle down to operational main stream and remains as a white elephant.
The change needed is in the mindset in moving from insights to hidden patterns. Analytics is not merely a formula driven quantitative trait. It is more of narrating a success story. Often it is misunderstood as rocket science. But effective analytics is a journey, and that is possible, only if it is appropriately narrated and the end user is taken along the journey; above all, if only, it is effectively deployed to bear fruit.
With our monthly newsletter Delphi Spot, we are welcoming you to be part of this journey. Every operation has a golden ratio to optimize its resources. With analytics, we narrate your business story by unlocking the hidden facts to act upon.
Analytics is the way to go – Let us start the journey.
By Team Analytics
A Futurist Opinion
Computing everywhere, Context- rich systems, Risk-based security & self-protection, and Advanced, pervasive, & invisible analytics are the emerging buzz words. These four novelties are trending for the 1st time among Gartner's top 10 technology trends. So what does it mean to you?
Cloud computing is trending since 2009 and Internet of Things (IoT) since 2011. We are witnessing the emergence of cloud and it is no longer a probable technology but a definite paradigm. By 2016, IoT is likely to be a practical phenomenon and smart city across the world are to make it a reality.
By 2017, thanks to these four stepping stones, world is to witness the emergence of Smart Firms. Companies are to use Analytics not for premium, but for survival. ITES service providers need to deploy analytics not as value added service, but as embedded solution. Currently firms providing similar solution will continue to lead, but with a difference. ITES vendors are about to start offering analytics as a mandatory service. Brazen up to the future - from Analytics as a Service (AAAS) to Analytics as Mandatory Offering (AAMO). The pervasive and invisible analytics is likely to eliminate vendors, whose DNA lacks analytic content, as well as vendors not having Analytical Vision to bring value transformation. Analytics is a Hobson’s choice.
Analytics is a mark of operational efficiency
November 2014 Volume 1- Issue 1 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 1

2. November 2014 Volume 1- Issue 1 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 2
Editors Pick
Eric Siegel helps you to kick start the journey to explore Predictive Analytics. This entertaining primer is a curtain raiser by revealing the power and perils of prediction. Rich narration adored by case studies that makes you to feel at home. No more Quants and Geeks – Pure Bliss!
Part of the O’Reilly Lean Series of books, Lean Analytics goes beyond marketing to encompass measuring and analyzing key metrics across a start-up organization. Alistair Croll and Ben Yoskowitz are true evangelists for Lean Analytics and the overall agile philosophy behind this book. http://blog.rivaliq.com/ top- marketing-analytics-books/
Team Analytics is a technical pool comprising Data Scientists, Subject Matter Experts, Data Mart Architects, Software Engineers, Strategist, and Operation Researchers. Few of our state of analytics work as exhibits are furnished below.
Our client is one of the World’s Largest Oilfield Services Company. Their major challenge was in Fleet Management business which is fragmented, ad-hoc and decentralized. Vehicles are owned by its Individual Business Units and visibility on Utilization of Vehicles was poor.
The Network route for its fleet consists of Production, Consumption & Distribution and characterized by disjoint & sub optimal efficiency. They need a centralized Unit responsible for the utilization & planning of Vehicles to reduce the rising cost challenges on transportation of vehicles.
Our Solution
We analysed their current network and designed an optimal cost module by incorporating a Multi staged Hub & Spoke Model. This was planned to have optimal assignment of vehicles on routes to ensure high availability and low cost of transportation.
We designed and delivered a Hub & Spoke framework. Our Operations Research Team identified eight clusters to accommodate optimal number of vehicles. We helped our client to create vicinity of 6 predicted clusters from the existing cluster to avoid CAPEX. The simulated solution offered an overall saving of 31 percent in distance besides saving 39 percent in fuel cost.
Exhibit - 1
A Middle East Banking client creates marketing campaign for their Debit card portfolio. We help them improve targeted focus, by providing key spend drivers.
Exhibit - 2
For our Banking client in Indonesia, we help them to identify potential customers for driving Debit Card POS Activation. Our segmentation helped them to increase revenue by targeting new and high potential dormant customers.
Exhibit - 3
Our client is an international underwriter of specialty insurance and reinsurance products. We support them in mitigating their risk by providing Reserving Support, Earning Analysis and Bad Debt Analysis beside others.
Exhibit - 4
A Multi Specialty Faculty practice Healthcare organization wants to manage the monthly variance in their Gross Collection Ratio and identify opportunities to enhance collection. We provided forecast and key drivers impacting cash inflow variance.
Solution Showcase - Network Optimization

3. November 2014 Volume 1- Issue 1 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 3
Meet our Rising Stars
About Analytics
Predictive analytics helps predict with confidence what will happen next you can make smarter decisions & improve business outcomes. http://twitter.com/genE_Info/statuses/530097062168498176
Without predictive analytics, the am't of data to sift thru is overwhelming. It's not needle in haystack; it's eye of the needle #money2020 - http://twitter.com/ControlScan/statuses/530126591456989185
#Congress needs a wellness program w/predictive analytics so they don't get duped and duped again http://twitter.com/MedicalQuack/ statuses/530051084824637440
In future, Big Data Research and Analytics will be slowly entering into the company's Board Room meetings and discussion for forecasting and to make key decisions. :) http://www.facebook.com/permalink.php?story_fbid=10205372486617069&id=1396073202
#Hadoop Outdoor Retailer Makes a Cross-Channel Discovery: â€oeMost predictive analytics models are batch- based. T... http://t.co/kBbJlwWaKA http://twitter.com/hostgatorcodes/statuses/529961846552289280
#iMath Cloud - The new mathematical platform for data scientist in the cloud: http://t.co/Tfl7Ge9H3w http://twitter.com/DataScienceCtrl/statuses/530039432502861825
#Predictive analytics set to become more valuable in light of rising CPIs: http://t.co/E0sTW8KLBs #mobile #apps #dev #developer #gamedev http://twitter.com/mikethebbop/statuses/530113959375163392
""There is increased #market awareness of the importance of #tech & predictive #analytics."" @jerryjao @retentionsci http://t.co/EF3fQQvj6E http://twitter.com/KarlinVentures/ statuses/530162685208309761
About Big Data
""When you think about big data, don't limit yourself to rely solely on twitter & FB"" @stephenoleary #marsocdata http://twitter.com/MediaVestIRL/ statuses/530283897100464128
""@parthshrotri: The Future Of #Marketing Combines #BigData #Analytics With Human Intuition http://t.co/53GsLpZ65y via @forbes"" http://twitter.com/wyorgb/statuses/530177469626597376
""You can't rely on an anecdote of one woman or child to build confidence in your programs. Big data can reveal your true impact, and it can serve as an engine of conversation, questioning and growth in your organization."" http://www.facebook.com/permalink.php?story_fbid=10152487743596167&id=154689346166
Often clients have doubt over the relevance of Big Data. One need not be having really a BIG data to start with. We share few myths and useful tips to know its bearing. We enable clients exploring Big Data opportunities.
Abhishek Mudgal
Strategy Specialist helps in deploying analytic models. Happy to support clients in making analytics happen.
Aaksha Meghawat
Proficient in Algorithm R&D and smiles with Python Language to explore Text Mining from chats and other unstructured data.
Subhash Chander
A budding catastrophe risk modeller who exerts grace under pressure to see the smile in customer's face by walking the extra mile.
 What do you do with your call centre audio files?
 Can you leverage your customers’ chat data?
 How the click streams of your website enhances customer experience in online banking?
 What learning can be made from e-mail campaign responses?
Engaging in Social networks with trust
Personalizing with focus on Marketing, sales and Service
Enhancing Customer Experience
 Big Data – Size does not matter!
 If you need to address responses from Multiple Sources - Social Media, Call Centres, Chat – You need Big Data Solution
 If conventional database systems failed to work, you’re dealing with big data
Breaking the Myth that Big Data is for future
Enabling clients to enter Big Data League with small steps ….
Reach out to us for your Big Data needs. Our Innovation Theatre and SMAC support teams can help you explore Visual Analytics and High-Performance Analytics to know your customer pulse. Please e-mail to AnalyticsBD@sutherlandglobal.com

4. Dear Colleague,
Join us for this webinar: Looking beyond MIS & BI for understanding Customer Experience Friday, December 5th, 9:00 AM EST.
As you are aware, customer experience matters. The standard MIS and BI reports let you know what happened. Explore if you can know why it happens and how to address drivers. We showcase predictive analytics to see the hidden patterns and why should you look beyond BI Reports to read between the lines. Attend and you’ll learn
 Why Analytical insights are better than BI Reports
 How to infer analytical customer insights
 What are the alternate strategies to deploy for improving NPS
Sign up by sending a confirmatory mail to AnalyticsBD@sutherlandglobal.com. We will revert with webinar link and Voice Bridge.
See you there.
Best,
Team Analytics
Spot Light
Delphi Spot is a Monthly Analytics Newsletter published by Team Analytics, Sutherland Global Services. Few publicly available materials are used with respective link as acknowledgement.
Copyright © 2014 Sutherland Global Services. All rights reserved. Unlimited copies can be made available and free for distribution.
Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs more than 30,000 professionals and has 35 operations centres in 13 countries. For more information, visit www.sutherlandglobal.com
APPS Group, XUSP, Cross Utility Scoring Platform and the logo are trademarks or registered trademarks of Sutherland Global Services or its subsidiaries in the U.S. and other countries. All other trade names are trademarks or registered trademarks of their respective holders.
The Team
Editorial Head: Maheswaran Mahalingam
Blog Editor : Subhra Datta Ph.D
Copy Editors
John Praveen, Prabhakar Veer, Utkarsh Somaiya, Gopa Kumar, Sandeep Apte
Editorial Contributors
Shraddha Dalmia, Snehansu Ghosh, Abhishek Mudgal, Subhash Chander, Aaksha Meghawat, Vishwanathan Krishnan
Circulation Sandeep Apte
Feedback of Delphi Spot or enquiry for our products and services can be mailed to AnalyticsBD@sutherlandglobal.com
Innovation Theatre
Our new initiative is to orchestrate complex analytical models and deliver it as simple business engine. We believe innovation as introduction of invention and Innovation Theatre by Team Analytics is an earnest step to make it happen. This Team is aimed at building a preeminent innovation culture with willingness to collaborate with Service Delivery Teams. This is a pool of mavericks and obsessed with customer to create path breaking applications.
November 2014 Volume 1- Issue 1 : Delphi Spot – Monthly Analytics Newsletter Sutherland Global Services 4
Friday, December 5th,
9:00 AM EST.
Be Part of Us
Be an active member of Delphi Spot! You can share White Papers, Case Studies, Client’s Pain Points, Solution / Product Ideas. Share your learning and create virtual networks.
Our Initiatives
 Creating Cross Functional Team to a broader forum for wider participation
 Arranging inter Business Meetings to share best practices
 Hands on meet to frame pain points of customers and identify solutions
 Offering “Data as a Service”
 Webinars on analytical solutions to address operational efficiency
 Workshop to evaluate Clients’ pain points and solution R&D
Capital is not scarce; vision is.
Sam Walton, Wal-Mart
We thank our colleagues for responding to our Curtain Raiser on “Guess What is Delphi Spot?”. Here are few responses!
“I guess, Delphi Spot stands for Data Enriching Learning Practices and Handling Insights.
A Platform which mirrors the Greek History of a central place for competition and recognition of strengths. “ - Nikunj Soni
“According to Zeus, Delphi was the centre of the Earth. He supposedly sent two eagles flying from East and West, and their paths crossed at Delphi.
Could it be that Delphi Spot refers to the centre of a data cluster?” - Ivan Batchvarov
“Tweets (based on Dephi’s RSDS system which helps in detecting and navigating through blind spot detection) . -Gautam Verma
“Delphi Spot : A strategic decision making model applied to location planning” - Subhash Chander
Innovation or Fresh ideas. - Rupesh Desai