REVIEWER: Manoj Mathew, project manager of Worldwide eBusiness Analytics for Compaq Computer Corporation.
BACKGROUND: Founded in 1982, Compaq Computer Corporation (now part of HP) is a leading global provider of information technology products, services and solutions for enterprise customers. Compaq designs, develops, manufactures and markets information technology equipment, software, services and solutions, including industry- leading enterprise storage and computing solutions, fault-tolerant business- critical solutions, communication products, personal desktop and notebook computers and personal entertainment and Internet access devices that are sold in more than 200 countries directly and through a network of authorized Compaq marketing partners.
PLATFORMS: Keylime's LimeLight is a hosted report suite that delivers real-time information on actual visitor behavior on a Web site. LimeXtract provides daily data feeds on Web visitor behavior that can be incorporated into existing supply chain management, business intelligence and CRM solutions. LimeXtract data files are accessible via a compressed and encrypted file that can be automatically downloaded via an FTP connection.
PROBLEM SOLVED: The eBusiness Analytics team is responsible for monitoring the Compaq online store site. Their goal is to gather customer intelligence that will enable them to optimize store performance and increase customer conversion rates. Compaq takes the comprehensive visitor behavior data (including page views, content, visitor segmentation, conversions, navigation dynamics, etc.) provided by LimeXtract and integrates it with their back-end order data, D&B data, customer satisfaction survey data and other data to gain an understanding of the whole online store process for the customer. Based on insights gained from this important knowledge about how visitors interact with the Compaq online store site, modifications and enhancements are made to the site that will increase conversions and improve customer satisfaction.
PRODUCT FUNCTIONALITY: LimeXtract provides Compaq daily data feeds with in-depth information on visitor behavior that is integrated into their back-end order and customer satisfaction data to provide a 360-degree view of the customer. In addition to the LimeXtract data, Compaq uses Keylime's LimeLight report suite to provide real-time information on page views, page tracking, link tracking and to query for content URLs. This enables tracking of page-to-page visitor activity in real time.
STRENGTHS: LimeXtract integrates easily with Compaq's other online store data. The data from LimeXtract is very clean, well formatted and sessionized. LimeXtract comes already structured for relational databases and offers quick integration with other relational data. No cleanup, maintenance or validation is necessary. Because it is client-side collected data, LimeXtract also provides far more quality data points than any other solution.
WEAKNESSES: The only limitation in the daily data extract is the data feed is not currently real time. LimeXtract is delivered daily several hours after the end of the day. For immediate insights, Compaq relies on the LimeLight reports. Ultimately, Compaq will leverage real-time LimeXtract data that could be used in marketing efforts for real-time personalization and response.
SELECTION CRITERIA: Compaq selected LimeXtract because it was advanced, client-side collection technology rather than server-side. We were also impressed with Keylime's enterprise-class client base that includes other major technology vendors.
DELIVERABLES: LimeXtract provides daily data feeds with comprehensive information on visitor behavior that Compaq integrates with order and client satisfaction data on a daily basis.
VENDOR SUPPORT: Keylime has an outstanding support staff. The support provided by Keylime's sales and service professionals ensures that Compaq can get the data and configurations necessary to optimize our business.
DOCUMENTATION: LimeXtract has been very easy to integrate. And when we wanted to train additional users, Keylime helped develop the materials and support the rollout.
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