In order to provide and optimize customer services it is vital to evaluate and analyse customer-related data with instruments of Business Intelligence (collection, evaluation and presentation of business data), so that the generated knowledge can be utilized to enable decision support.
This service uses techniques originating in the area of Online Analytical Reporting Processing (OLAP) to generate (interactive) reports, which try to provide answers to questions like 'How often has our service been used by customer group XY in the third quarter of the current year?'. Even advanced analysis methods like data mining are supported. These methods are highly useful for customer segmentation in order to enable audience adjusted offers or for analysing associations in customer behaviour (e.g. the customer, who used service X, is also a potential customer of service Y). This service focuses on the evaluation of transactional customer-related data (see service Customer Data Management), which provides information on customer behaviour, personal preferences of customers, customer feedback and information on demographic properties.
A set of these analysis and reporting functions will also be offered to be used directly by end customers via (mobile) applications (e.g. periodical and comparative reports on mobility behaviour regarding the dimensions of time, costs and caused carbon dioxide emissions).
