Michael Hernandez had a vision for his team at Pearson Education “Ensure a customer's success with our products to earn brand loyalty. It's relational first, then we align their needs to our solutions based on what is learned, not just what we sell." With limited resources, he needed to prove the value of adding the right tools to focus on specific customers who need the most assistance.
In order to combine the customer narrative with usage and support patterns for signs of risks, he turned to Data Science Dojo. Having led customer facing teams for many years, he knew there were patterns in the customer narrative, but needed to prove which actions would have the most impact to senior leadership. In September 2017 he attended our Data Science & Data Engineering Bootcamp in Austin with self-proclaimed “outdated programming knowledge”, but an eye for what to do with the data models once he could learn how to create them.
After returning to Pearson, the impact was almost immediate. By aligning his vision of “ensuring success first”, he began to create data models outlining risk and opportunity indication campaigns. The collaboration of this data with various teams helped increase the speed and accuracy at which they could provide the right guidance at the right time for the customer’s success. They tried various implementations using tools such as R, Python and even Power BI to unleash a proactive support model instead of a historically reactive one.
This new practice brought a dramatic growth in customer success for this product line, resulting in a giant leap for customer retention, growth and revenue. The impact was felt across the division, leading to a promotion, putting his team at the front line for expanding this across other digital products.
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