Woonbedrijf SWS

Analytics used to learn about customer satisfaction levels and put insights to work in business model

Published on 05-Apr-2013

"We take our goal of being a customer-centric business very seriously. By giving us a deeper understanding of our customers, as well as the inner dynamics of our business, our use of analytics has advanced us toward this goal more than any other factor " - Hamid Dardour, lead customer research analyst, Woonbedrijf

Customer:
Woonbedrijf SWS

Industry:
Government

Deployment country:
Netherlands

Solution:
BA - Business Analytics, BA - Predictive Analytics, Smarter Planet

Overview

Based in Eindhoven, the Netherlands, Woonbedrijf SWS manages the rental of approximately 31,000 residences in the greater Eindhoven area, accommodating approximately 70,000 people.

Business need:
Woonbedrijf had access to lots of data about its customers’ attitudes and preferences, including unstructured data from social media sites. What it needed were the analytical tools to extract actionable insights that would keep its practices in line with what its customers wanted.

Solution:
This housing agency relies on an analytics solution to extract insights on what customers are looking for and what makes them satisfied, as well as patterns within its own operational records that it can use to execute processes in synch with its customers’ lifestyles.

Benefits:
Increased the accuracy and effectiveness of targeted communications strategies by capitalizing on market segmentation insights

Case Study

Based in Eindhoven, the Netherlands, Woonbedrijf SWS manages the rental of approximately 31,000 residences in the greater Eindhoven area, accommodating approximately 70,000 people. Other activities of the housing corporation include maintenance, renovation and the construction of additional housing units.

The Opportunity
Woonbedrijf is a residential rental agency that’s determined to put the customer at the center of its decision making and strategy. While its staff is expert on the local market, the agency recognized that data-driven insights, not intuition, should be the foundation of its core business practices. Woonbedrijf had access to lots of data about its customers’ attitudes and preferences, including unstructured data from social media sites. What it needed were the analytical tools to extract actionable insights that would keep its practices in line with what its customers wanted.

What Makes It Smarter
For a housing agency to be customer-centric, a goal inscribed in this agency’s mission statement, it must be more than a one-time matchmaker between people and properties. It must create an experience and a relationship with the customer that reflects a deep understanding of each customer’s unique preferences, lifestyles and other personal factors. This housing agency relies on an analytics solution to extract insights on what customers are looking for and what makes them satisfied, as well as patterns within its own operational records that it can use to execute processes in synch with its customers’ lifestyles. Recognizing that so much about customer beliefs and attitudes is embedded in unstructured data such as social media postings, the agency is also using sophisticated textual analysis to extract further insights, thereby supplementing its understanding of what it takes for renters to feel at home in their house and their neighborhood.

Real Business Results
Increased the accuracy and effectiveness of targeted communications strategies by capitalizing on market segmentation insights
Increased customer satisfaction by pursuing customer-centric practices enabled by more transparent customer insights
Streamlined operational and maintenance processes by following a preventive maintenance approach based on the analysis of historical service order patterns

For More Information
Please contact your IBM representative or IBM Business Partner. Visit us at ibm.com/spss.

To learn more about Woonbedrijf SWS, visit www.woonbedrijf.com.

Products and services used

IBM products and services that were used in this case study.

Software:
SPSS Text Analytics for Surveys, SPSS Statistics

Legal Information

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