SOURCE: Scout Analytics

Scout Analytics

September 18, 2013 08:00 ET

Scout Analytics Unveils Scout Playbooks -- The Industry's First Customer Engagement Orchestration Solution

New Platform Orchestrates and Personalizes Engagement to Maximize Customer Lifetime Value

SEATTLE, WA--(Marketwired - Sep 18, 2013) - Scout® Analytics, the leading provider of recurring revenue management solutions, today introduced Scout Playbooks, a powerful customer engagement orchestration solution for recurring revenue businesses to lower the cost of revenue retention and growth. Leveraging Scout Link for data integration and Scout Hub for predictive analytics, Scout Playbooks orchestrates workflows and automation across sales, customer success, marketing, product management, and finance teams. By triggering the right engagement with the right customer at the right time, the solution enables businesses to significantly increase customer retention and revenue. Additionally, Scout Playbooks personalizes customer engagement at every level of the relationship, tailoring engagement to the unique needs of each buyer, stakeholder, and end-user.

"In the age of the customer, the only sustainable competitive advantage you can have is the degree to which you know and engage with your individual customers. Traditional approaches are insufficient because they don't deliver what today's customer expects -- engagement -- and lack granular and contextual customer data," said Mike Gualtieri and Noel Yuhanna, principal analysts at Forrester Research, Inc., in the March 2013 Wall Street Journal article, Big Data Lives or Dies Based on Customer Data Management Strategy. "The key to success is implementing a multidimensional view that helps individualize and contextualize customer experiences, deliver new customer insights, and create new opportunities for businesses to deliver differentiated experiences."

Unlike business intelligence and analytics solutions that provide generic analysis and reporting, Scout Playbooks provides customer engagement orchestration that uses business rules to trigger workflows and automations across multiple systems, and then monitors for resolution. Business users can quickly define and deploy orchestrated customer engagement processes at the subscription, stakeholder or end-user level to retain and grow customer relationships and revenue. Features include:

  • Playbook Editor: A visual editor to quickly define triggers, automations, workflow, and resolution criteria that allow business users to improve the scale and efficiency of their customer engagement processes.
  • Playbook Orchestration: Improves the quality of customer processes by matching customer engagement to individual customer needs to improve resource allocations and efforts.
  • Playbook Performance Tracker: Tracks the resolution of each play within each playbook to identify which are effective and which are not enabling continuous process improvement.
  • Playbook Management: Console that allows for quick deployment or suspension of automated processes, allowing for rapid responses to customer needs.
  • Automation Library: Off-the-shelf automations to third-party systems like Salesforce.com, Microsoft Dynamics, SAP, or Marketo, eliminating the need for custom integrations and accelerating time-to-deployment.

"At EDA, we believe that customer adoption happens one user at a time," said Tim Maguire, customer experience manager at EDA. "We simply do not have enough arms and legs in our group to reach out to them individually. Scout Playbooks will give us the scale and personalization we need to improve customer retention and growth."

"Scout Analytics' actionable reports are helping Cordell improve our renewal processes," said Chris Evans, national marketing manager at Cordell. "Scout Playbooks will let us engage and nurture each and every user based on individual needs, taking our customer engagement to the next level."

"Continuous improvement of customer engagement is a part of our Elsevier BI culture," said Deanna Flanick, vice president of sales for Elsevier BI. "Scout Playbooks gives us a solution that provides daily insights into what is working and where we can improve."

"Companies have to develop strategies for cost-effectively retaining and growing revenue from existing customers," said Matt Shanahan, senior vice president of strategy at Scout Analytics. "By combining predictive analytics with customer engagement orchestration, Scout Playbooks allows companies to provide a more personalized and improved customer experience at higher scale with lower costs. Scout Playbooks also allows companies to run the right play for the right customer at the right time while increasing profitability."

Scout Analytics also today announced Scout Suite, the subscription economy's first enterprise-wide recurring revenue management solution that allows sales, marketing, customer success, product management, and finance teams to harness customer engagement data to increase revenue by 10-15%.

About Scout Analytics™
Scout Analytics is the leading provider of cloud-based recurring revenue management solutions. Our solutions are designed to reduce customer and revenue churn, increase renewal revenue yield, optimize rate plan performance, and maximize marketing conversions. With over 120 customers, Scout Analytics is proven to increase annual recurring revenues by 10-15%. Scout Analytics is currently delivering recurring revenue management solutions across multiple industries including information services, SaaS, and digital media. The venture-backed company is based in Issaquah, Washington. To learn more about Scout Analytics, visit www.scoutanalytics.com or call 425.649.1100.

Contact Information

  • Contact:
    Katharine Kemp
    Barokas PR for Scout Analytics
    Email Contact
    206-264-8220