Online Retailer Vendor Evaluation
The brand buying department for this client was trying to decide if they should order more product from a specific vendor. They wanted to analyze their internal and online feedback but could not align those sources for an accurate evaluation.
We developed a text mining ontology which included all of the subjects that the brand group, operations and management required. We then processed all of the call center comments and online (e-mail, website and social media) comments about the vendor to create the comparison below.
Based on the subjects percentages, in particular the Brand Identity increase from the call center comments to the online comments, the vendor was approved for renewal but the client was able to negotiate better terms based on the data above.