Solutions

Our inside solutions help you achieve superior innovation, collaboration, customer satisfaction, employee satisfaction and compliance by analyzing your communication (e-mail, phone, calendar,…)

Our outside solutions measure authority, influence and power of your leaders, your brand, and your products through their presence in online social media (Twitter, Blogs, Wikipedia, Facebook Wall)

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Measuring the Innovation
Quotient

Benchmark the innovative capabilities of your firm by tracking communication through e-mail/skype/calendars

Case Study:
Boosting research creativity
of medical researchers

In a multi-year project at a leading US research hospital we analyzed the e-mail traffic of a large project with over 100 members from both outside research organizations as well as from the hospital. We also provided virtual mirroring sessions to the senior leadership team as well as to selected project teams. These mirroring sessions led to increased rotating leadership, to more honest sentiment, and higher responsiveness. In the meantime, the research model pioneered in this project has been applied to a variety of other healthcare related research projects, for instance to address the needs of chronic care patients, as well as to a large project aiming to reduce infant mortality across the US.

Measuring Collaboration

Increase collaboration among your teams and departments through analyzing its e-mail/skype/calendar communication

Case Study:
Improving Sales Effectiveness
of a global high-tech company

For a global high tech manufacturer, we compared two weeks of the entire e-mail archive, together with video conferencing networks, and message networks, with sales performance of the global sales teams. There were some overall patterns, such as more responsive sales associates generating higher sales, or salespeople selling collaboration–based products being more successful when showing a rotating leadership pattern. We also found that different types of communication behaviors were advantageous in different geographies. For example, in France, sales people who initiated more videoconferences were generating more sales, while sending more e-mails was not leading to increased sales.

Measuring Customer
Satisfaction

Build an early warning system for customer dissatisfaction flashpoints through monitoring the e-mail/skype/calendar exchange with your customers

Case Study:
Predicting Customer Satisfaction
of a global service provider

For a large service provider we tracked 26 accounts for more than two years. In each of these accounts dozens to hundreds of service provider employees were working on behalf of one fortune 1000 customer. We collected the e-mail of the account managers of the service provider and calculated the six indicators for every month. We also provided virtual mirroring feedback to the account executives once we had the six variables. When comparing the 26 tracked accounts with a control group of 150 accounts whose e-mail we did not collect, we found that over the duration of our analysis, the satisfaction of the 26 customers, measured by Net Promoter Score, improved by 5%, while average satisfaction decreased by 12% for the control group.

Measuring Employee
Satisfaction

Pinpoint dissatisfaction, predict who might be leaving your firm soon by analyzing your firm’s e-mail/skype/calendar traffic

Case Study:
Predicting Employee Attrition
of a global service provider

For a large service provider, using two years of e-mail data, we predicted the likelihood of the top 3000 employees of leaving the company. We also distinguished between the “inner termination” phase before employees actually handed in their resignations, and the last three months working for the company. We found marked differences in communication patterns. For instance, employees who were not happy at the company anymore showed a 4% decrease in emotionality and 20% decrease in rotating leadership. Once they had decided to leave, their emotionality levels and patterns of rotating leadership went back to their normal level.

Measuring Compliance

Build an early warning system for fraudulent and un-ethical behavior by tracking e-mail/skype/calendar communication among your employees

Case Study:
Identifying Criminal Behavior
among Enron Employees

Using the E-Mail of the 200 Enron employees who were indicted after the fraudulent bankruptcy of Enron in 2002, we were able to identify the 16 employees who were convicted of various crimes in the process. Using the six honest signals of collaboration in Condor, we found that the convicted criminals showed a markedly different communication behavior from the other Enron employees. The messages of criminals are more influential but also more complex, and less emotional. They were more central in the e-mail network, and showed more rotating leadership behavior, and also sent and received more messages. Using Condor’s built-in machine learning, we subsequently identified other people at Enron showing the same pattern of criminal creativity.

Measuring Leader Influence

How do your CEO and other leaders compare to your competitors?

Galaxyscore tracks authority, influence, and power through automatic Twitter, Blogs, and Wikipedia analysis

Check out our global thoughtleader benchmark done with GDI [http://www.thoughtleaders.world/en/]

Measuring Brand Influence

How strong is your brand, what are its attributes?

Galaxyscore tracks brands strengths and weaknesses by calculating the “six honest signals” on Twitter, Blogs, and Wikipedia.

Check out a Coolhunting comparison between Oakley, Apple, and Google [http://swarmcreativity.blogspot.com/2013/10/coolhunting-oakley-apple-google.html]

Measuring Product Influence

What do your customers love and hate about your products?

Galaxyscore calculates popularity of your products on Twitter, Blogs, and Wikipedia, it will tell you on what social media platform, and how and by whom to market your products.

Check out a Coolhunting comparison between BMW i8 and Porsche 918
[http://swarmcreativity.blogspot.com/2013/10/bmw-i8-vs-porsche-918-which-is-cooler.html]