Airline Services
Monitor User Experience, Processes (Customer loyalty, ticket, refund, etc)and Technology performance with Germain UX.
Case Studies
Germain UX Features
Airline
E-Commerce
Finance
Healthcare
Insurance
Manufacturing
Telco
Transportation
Airline
and Technology performance with Germain UX.
Airline company improves its Customer Loyalty program
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Airline Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- Churn causes (e.g. bad services, high price, non-optimal route, etc)
- Why did client not purchase your ticket?
- What are the biggest routes clients drop off instead of buying a ticket?
- What are clients’ journey interacting with your organization and where are the biggest frictions? online chat? at the airport? on the plane?
Airline Case Study
E-Commerce
E-Commerce
Monitor User Experience, Processes (Chats, claim, order, payment processing, etc) and Technology with Germain UX.
E-Commerce client sees increase in conversion and retention
- User Session Monitoring, Replay, Behavior Analysis & Automation.
- Business Process Monitoring, Insights & Automation (Customer Frictions, Missed Orders, Failed Payments, etc).
- End-2-end Issue Analysis (functional and technological)
Example of insights you can get, in real-time and 24×7:
- First Visit-to-cash meantime
- Why did client dropped off my site without making an order?
- Are the drop-offs because of technology, bad chat, too complex process…?
- What do my prospective clients do while browsing my site?
- How is their interaction with my sales or service org?
- How many Orders are late due to User or Internal Processes inefficiency and why?
E-Commerce Case Study
Finance
Financial Services
Monitor apps (eCommerce, order fulfillment, part locator, claim, credit and payment processing, etc), business process/workflow, customer and user support with Germain UX.
Bank solves its monitoring problems
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Financial Services Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client call got transferred?
- As to the prospects that visited your online banking, what did they do and look out for?
- How many Claims and Payments failed due to technical issues and why?
Finance Case Study
Healthcare
Healthcare
Monitor apps (radiology, patient tracking, claim, etc), workflow,patient and user support with Germain UX
Largest US-based Healthcare improves Adoption of Salesforce.com
- User Monitoring and Behavior Analysis
- User Session Reconstruct and Replay (like a watching a recorded video of the browser of patients, providers, brokers or internal users)
- Healthcare Process Monitoring and Insights
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client call got transferred?
- As to the prospects that visited your online banking, what did they do and look out for?
- How many Claims and Payments failed due to technical issues and why?
Heathcare Case Study
Insurance
Insurance
Monitor User Experience, Processes (Claims, coverages, subscriptions,etc) and Technology with Germain UX.
Digital Experience: Joint Actions Improve Retention
- User Session Monitoring and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- User Behavior Analysis (Deeper than google analytics..).
- Insurance Business Process Monitoring and Insights ( Coverage, Frictions, Interactions, Prescriptions, etc).
- End-2-end Issue Analysis (functional and technological)
Example of insights you can get, in real-time and 24×7:
- Why clients switching plans or even companies?
- Is this high churn caused by technology, lack of coverage, insurance cost, a too complex process?
- Can i watch my clients chat with my sales or service organizations?
- How many Claims are late and why?
Insurance Case Study
Manufacturing
Manufacturing
Manufacturing Monitor apps (eCommerce, order fulfillment, part locator, claim, credit and payment processing, etc), business process/workflow, customer and user support with Germain UX
Manufacturing organizations shares its success
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Manufacturing Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client or provider call got transferred?
- What did prospects do on your web portal?
- Any Claim being slowed down due to technical issues and why?
- How many Orders are late due to User or Internal Processes inefficiency and why?
Manufacturing Case Study
Telco
Telecommunication
Monitor apps (mobile, eCommerce, claim and payment processing, etc), business process, client and user support with Germain UX.
Telco significantly reduces MTTR of critical UX issues
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Telco Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client or provider call got transferred?
- What did prospects do on your web portal?
- Any Claim being slowed down due to technical issues and why?
- How many Orders are late due to User or Internal Processes inefficiency and why?
Telecommunication Industry
Transportation
Transportation
Monitor apps (mobile, eCommerce, claim and payment processing, etc), business process, client and user support with Germain UX.
24×7, in real-time, get deep insights and be alerted when critical event occurs.
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Transportation Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client or provider call got transferred?
- What did prospects do on your web portal?
- Any Claim being slowed down due to technical issues and why?
- How many Orders are late due to User or Internal Processes inefficiency and why?
Transportation Case Study
Airline
E-Commerce
Finance
Healthcare
Insurance
Manufacturing
Telco
Transportation
Airline
Airline Services
Monitor User Experience, Processes (Customer loyalty, ticket, refund, etc)and Technology performance with Germain UX.
Airline company improves its Customer Loyalty program
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Airline Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- Churn causes (e.g. bad services, high price, non-optimal route, etc)
- Why did client not purchase your ticket?
- What are the biggest routes clients drop off instead of buying a ticket?
- What are clients’ journey interacting with your organization and where are the biggest frictions? online chat? at the airport? on the plane?
Airline Case Study
E-Commerce
E-Commerce
Monitor User Experience, Processes (Chats, claim, order, payment processing, etc) and Technology with Germain UX.
E-Commerce client sees increase in conversion and retention
- User Session Monitoring, Replay, Behavior Analysis & Automation.
- Business Process Monitoring, Insights & Automation (Customer Frictions, Missed Orders, Failed Payments, etc).
- End-2-end Issue Analysis (functional and technological)
Example of insights you can get, in real-time and 24×7:
- First Visit-to-cash meantime
- Why did client dropped off my site without making an order?
- Are the drop-offs because of technology, bad chat, too complex process…?
- What do my prospective clients do while browsing my site?
- How is their interaction with my sales or service org?
- How many Orders are late due to User or Internal Processes inefficiency and why?
E-Commerce Case Study
Finance
Financial Services
Monitor apps (eCommerce, order fulfillment, part locator, claim, credit and payment processing, etc), business process/workflow, customer and user support with Germain UX.
Bank solves its monitoring problems
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Financial Services Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client call got transferred?
- As to the prospects that visited your online banking, what did they do and look out for?
- How many Claims and Payments failed due to technical issues and why?
Finance Case Study
Healthcare
Healthcare
Monitor apps (radiology, patient tracking, claim, etc), workflow,patient and user support with Germain UX
Largest US-based Healthcare improves Adoption of Salesforce.com
- User Monitoring and Behavior Analysis
- User Session Reconstruct and Replay (like a watching a recorded video of the browser of patients, providers, brokers or internal users)
- Healthcare Process Monitoring and Insights
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client call got transferred?
- As to the prospects that visited your online banking, what did they do and look out for?
- How many Claims and Payments failed due to technical issues and why?
Heathcare Case Study
Insurance
Insurance
Monitor User Experience, Processes (Claims, coverages, subscriptions,etc) and Technology with Germain UX.
Digital Experience: Joint Actions Improve Retention
- User Session Monitoring and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- User Behavior Analysis (Deeper than google analytics..).
- Insurance Business Process Monitoring and Insights ( Coverage, Frictions, Interactions, Prescriptions, etc).
- End-2-end Issue Analysis (functional and technological)
Example of insights you can get, in real-time and 24×7:
- Why clients switching plans or even companies?
- Is this high churn caused by technology, lack of coverage, insurance cost, a too complex process?
- Can i watch my clients chat with my sales or service organizations?
- How many Claims are late and why?
Insurance Case Study
Manufacturing
Manufacturing
Manufacturing Monitor apps (eCommerce, order fulfillment, part locator, claim, credit and payment processing, etc), business process/workflow, customer and user support with Germain UX
Manufacturing organizations shares its success
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Manufacturing Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client or provider call got transferred?
- What did prospects do on your web portal?
- Any Claim being slowed down due to technical issues and why?
- How many Orders are late due to User or Internal Processes inefficiency and why?
Manufacturing Case Study
Telco
Telecommunication
Monitor apps (mobile, eCommerce, claim and payment processing, etc), business process, client and user support with Germain UX.
Telco significantly reduces MTTR of critical UX issues
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Telco Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client or provider call got transferred?
- What did prospects do on your web portal?
- Any Claim being slowed down due to technical issues and why?
- How many Orders are late due to User or Internal Processes inefficiency and why?
Telecommunication Industry
Transportation
Transportation
Monitor apps (mobile, eCommerce, claim and payment processing, etc), business process, client and user support with Germain UX.
24×7, in real-time, get deep insights and be alerted when critical event occurs.
- User Monitoring and Behavior Analysis.
- User Session Reconstruct and Replay (i.e. watching a recorded video of the prospect, customer or internal user’s browser).
- Transportation Process Monitoring and Insights.
- Map business to technical metrics
Example of business metrics you can get, in real-time and 24×7:
- How many times did a client or provider call got transferred?
- What did prospects do on your web portal?
- Any Claim being slowed down due to technical issues and why?
- How many Orders are late due to User or Internal Processes inefficiency and why?
Transportation Case Study
The truth is in the pudding…or rather in our platform.
Germain UX & CRT never take no for an answer (and we are here to help @ no cost).
