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Sage Tracks Online Customer Journey with Foviance - Foviance, the expert in online experience management, has been appointed to handle the web analytics for business management software supplier Sage (UK) Limited
Sage Tracks Online Customer Journey with Foviance

 

NewswireToday - /newswire/ - London, United Kingdom, 2007/03/26 - Foviance, the expert in online experience management, has been appointed to handle the web analytics for business management software supplier Sage (UK) Limited.

   
 
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Sage will use Foviance’s online behavioural analysis software WebAbacus 5.2 to gain intelligence on how visitors are using its current UK website. The WebAbacus tool will be used to track customer journeys through the site, to assess quality of customer experience, and identify where drop-off is happening and why.

The web analytics data will be used to make day-to-day incremental changes to the Sage UK website, to ensure it’s meeting customer needs in the short-term. However over the long-term, Sage will be using WebAbacus’s next-generation reporting to aid in the redesign of a more customer-centric website.

Mark Francis, web channel manager for Sage (UK) Limited, comments: “We need to gain a deeper understanding as to how different customers engage with our website in order to establish a benchmark of where we are now, before we can implement site improvement plans. The WebAbacus platform is very easy to use and you don’t need to be technical to get the very best from the data, as it is extremely intuitive. The real-time reporting is perfect for the intelligence that we need to gather on our existing website.”

A key feature of WebAbacus 5.2 is Post Hoc Analysis, which removes the need for clients to predefine the data categories that they wish to be analysing. At any point in time, clients such as Sage can alter their analysis requirements, and data categories can be extended easily.

On the implementation side, WebAbacus is using a data collection method from BeatBox Technologies called ClickCadence. The approach removes the need for website tagging, and instead ‘sniffs’ the data as it travels between the user and the server. The data is then sent to WebAbacus who provides the data mining, integration and analysis capability.

Sean Burton, lead technical consultant for WebAbacus, adds: “The flexibility of WebAbacus 5.2 is perfect for the level of customisation that Sage requires. As a company we understand customer centricity better than anyone, and our cutting-edge behavioural analysis will ensure that Sage has all the intelligence it needs to build a market-leading website for its online customers.”

About Foviance

Foviance teams usability consultancy with web analytics to offer one of the world’s most cutting-edge online customer experience services.

The company is the result of the merger between WebAbacus and The Usability Company in April 2005, bringing together the powerful web analytics technology of the former with the usability expertise of the latter. The result is a ground-breaking combination of analytics software and survey technology with Human Computer Interaction (HCI) qualified usability consultancy.

Foviance offers expert usability services, in depth analysis of users’ online behaviour and an innovative Experience Management Programme.

The Experience Management Programme is a European first, providing organisations with a detailed picture of what happens when customers use their digital services, and advice on how to improve this experience.

Foviance boasts 43 of the UK FTSE 100 companies among its client roster, including the Department of Trade and Industry, Barclays Bank, Camelot, BSkyB, LG Electronics, RNIB and CharcolOnline.

 
 
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Sage Tracks Online Customer Journey with Foviance

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