Tiger COVID-19 Response Center

COVID-19 RESPONSE PLAYBOOK

The current situation that businesses and employees across the world find themselves in is truly unprecedented. Supply chains have been disrupted, consumers have been forced to stay indoors and businesses have had to learn to operate in a new paradigm of Work From Home. We also find significant shifts in demand patterns – a move to online shopping, spike in demand for food & health related products, decrease in discretionary spending and a surge in customer service requests. At the same time the supply chains of providing products and services are significantly strained.

We are finding that businesses across industries are falling back on Data as the fuel to help navigate through this crisis. The key needs that business leaders have are :
1. Be able to take decisions based on the knowledge of what is happening and what might happen in the near term
2. Be prepared for the business scenario that would emerge immediately post the current crisis
3. Effectively engage with the employees across the organization in the new operating context

Data is at the center of all of this. Hence in order to help businesses tackle this situation, at Tiger Analytics, we have established a COVID-19 Response Task Force. We are providing businesses with our team of Data Scientists, AI experts and Visual Story Tellers to help answer key business questions through the offerings detailed below.

Industry Offerings

Operations Visibility

Deliver business continuity and performance dashboards around:

– Financial Health
– Customer/Channel
– Consumer experience
– Logistics
– Manufacturing
– Supplier

Active support to S&OP processes with visibility and analysis of options

Assess consumer sentiments based on social media posts and take corrective actions

Predicting Operations

Predict hotspots in operations based on insights into potential spread of the pandemic

Recast financial and operational plans:

– Demand plans & forecasts
– Manufacuring and Distribution plans
– Revenue, P&L and Cash models
– Develop labor plans & forecasts

Predict course of action based on an assessment of supply chain imapacts across:

– Supplier financial risk
– Input costs

Opportunity Maximization

Align Sales, Marketing, and Manufacturing & Inventory deployment plans based on:

– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products and categories
– Study of consumer behavior
– Rationalize SKU’s to focus on the most relevant SKU’s

Align plans to expected POST COVID-19 Patterns:

– Assess trends in early markets like China
– Assess trends from past pandemics

Prepping for Next

Recasting plans:

– Recasting financial plans and scenarios
– Financial assessment and score carding of existing Opex and Capex plans
– Assessing impact on short term and long term costs

Normalizing data:

– Assess and remediate planning processes impacted on account of data issues

Strengthen D2C capabilities:

– Strengthen personalization and D2C planning and performance management

Employee Engagement & Productivity

Support and monitor employee health, engagement, and productivity in the new context of Work From Home and heath related concerns

Predict and mitigate employee issues by assessing sentiments

Download CPG Playbook

Operations Visibility

Deliver business continuity, visibility, and performance dashboards around:

– Store level demand pattern disruptions
– Supply chain and logistic bottlenecks
– Supplier risk
– Financial health and sustainability
– Store operations and labor constraints
– Customer behavior and channel preference changes

Active support to S&OP processes for scenario planning

Assess consumer sentiments based on social media posts and take corrective actions

Predicting Operations

Track emerging hotspots and predict store level demand pattern changes

Recast financial and operational plans:

– Demand plans & forecasts
– Inventory planning for leading /lagging categories
– Revenue, Margin and Cash flow models
– Labor planning & forecasts under multiple scenarios

Predict course of action based on an assessment of impact of:

– Evolving government guidelines
– Disruptions across the value chain

Opportunity Maximization

Align Merchandizing, Inventory, Pricing, Marketing deployment plans based on:

– Estimation of pent up demand v/s sustained changes in customer behavior (channel and shopping behavior)
– Margin risks due to changes in basket composition
– COVID-19 driven emerging categories

Align plans to expected POST COVID19 Patterns:

– Learnings from other countries and stores in leading geographies
– Assess trends from past pandemics / economic disruptions

Prepping for Next

Recasting plans:

– Recasting financial plans and scenarios
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing impact on short term and long term costs

Normalizing data:

– Assess and remediate planning processes impacted on account of data issues

Strengthen D2C capabilities:

– Strengthen personalization and D2C planning and performance management

Employee Engagement & Productivity

Support and monitor employee health, engagement and productivity in the new context of Work From Home and heath related concerns

Predict and mitigate employee issues by assessing sentiments

Download Grocery Playbook

Operations Visibility

Actively collate news alerts on local guidelines and regulations on restaurants using crawlers. use text mining to collate information to a central database which can be used for:

– Monitoring compliance
– Measuring and improving reaction time
– Get back on track faster as situation eases to relay business

Menu Optimization and Reduction  based on supply chain, operation efficiency, suitability for drivethru’ and contactless delivery

Predicting Operations

Recast financial and operational plans:
– Demand plans & forecasts
– Revenue, P&L and Cash Models including Franchise Liquidity
– Develop Labor Plans and Forecasts

Predict the course of action based on an assessment of supply chain impacts across:
– Supplier financial risk
– Input costs

Opportunity Maximization

Align Plans to expected Post COVID-19 patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics

Revisit media strategy and mix for current situation e.g. reduce radio, increase TV, focus on message delivery

Align Sales, Marketing, Operations and Inventory deployment plans based on:
– Insights into buying behavior and channel shifts including drivethrus
– Study of customer behavior
– Rationalize menus to focus on the most relevant menu-items
– Focus on safety & cleanliness around food preparation & delivery

Prepping for Next

Normalizing data:
Assess and remediate planning processes impacted on account of data issues

Strengthen D2C capabilities:
Strengthen omnichannel personalization and customer services /support

Employee Engagement & Productivity

Support and monitor employee health, engagement and employee productivity in the new context of Work From Home and health related concerns at stores

Predict and mitigate employee issues by assessing sentiments

Download QSR Playbook

Operations Visibility

Recast performance dashboards for active monitoring of:

– Growth, profitability, operational, and customer success metrics
– Employee performance metrics with remote work being the new normal

Measure and improve the performance of digital engagement with customers and partners

Assess consumer sentiments based on social media posts and take corrective actions

Predicting Operations

Predict hotspots in operations based on insights into potential spread of the pandemic

Recast financial and operational plans:

– Demand plans and forecasts
– Anticipated claims
– Revenue, P&L, and Cash models

Predict how the current pandemic will:

– Impact new business acquisition
– Impact claims for the year
– Impact claims from patients with chronic illnesses
– Impact claims that are most likely to get into litigation to route them to right adjusters
– Impact service calls for the year

Opportunity Maximization

Align Sales, Marketing, and Product plans based on:

– Insights into buying behavior
– Insights into trends on claims
– Study of consumer behavior

Align plans to expected post COVID-19 patterns:

– Assess trends from past pandemics

Prepping for Next

Planning & Forecasting:

– Improve claims projection, capacity utilization, severity prediction, and reserving
– Improve service calls projection and call management
– Update models to help identify and predict pandemics in time

Assessing Risk:

– Enable pricing and underwriting teams to factor in pandemic correctly in overall risk assessment
– Assess the impact of reduced interest rates on pricing

Normalizing data:

– Assess and remediate planning and underwriting processes impacted on account of data issues

Strengthen Consumer Engagement:

– Strengthen personalization and consumer engagement based on 360 degree consumer insights

Claim process automation:

– Use Image Analytics to further support remote processing of claims

Employee Engagement & Productivity

Support and monitor employee health, engagement and productivity in the new context of Work From Home and heath related concerns

Predict and mitigate employee issues by assessing sentiments

Download Insurance Playbook

Operations Visibility

Performance dashboards overlaying internal and external data to relay business continuity for business units

Analyze customer sentiments and workforce safety via social media and other live stream updates

Quick drill-down analysis with hyper-local trends on various asset classes. For example: mortgage, auto, business line of credit, deposit overdraft.

Predicting Operations

Hyper-localized estimates of required operations support based on external information of pandemic spread and public health actions for:

– Workforce safety (call centers, branches, agencies)
– Customer service (individuals and business)

Rapid identification and corrective actions models, scorecards, and associated strategy rules.

– Calculate overlays for existing models
– Identify model interdependencies

Create early warning metrics for business lending, especially on travel, entertainment and various retail sub-categories

Opportunity Maximization

Reconnect with the community:

– Identify temporary hardship vis-à-vis serious delinquencies
– Create targeted customer assistance programs such as waivers, forbearance, restructuring
– Execute special plans for Small Business
– Reduce balance outflow from high net-worth households

Reconnect with regulators and supervisors:

– Create sub-identification for assets distressed due to COVID-19
– Take advantage of various monetary policies from central banks (FRB, KfW, ECB) combined with fiscal policies from the government, such as CARES Act
– Maximize Community Reinvestment Act (CRA) considerations

Prepping for Next

Recast plans:

– Recast stress scenarios for a prolonged state of economic slowdown
– Reestimate or overlay credit losses (CECL), TDR, and revenue parameters
– Recalculate capital and liquidity metrics for short and long term forecast horizon

Normalizing data:

– Assess the viability of shock data in various planning processes and remediate the process impacted on account of data issues
– Include latest macroeconomic data from public sources and syndicated partners
– Retrain or redevelop scorecards and financial forecasts

Refocus on Customer:

– Strengthen personalization and consumer engagement based on 360-degree consumer insights

Employee Engagement & Productivity

Support and monitor employee health, engagement and productivity in the new context of Work From Home and heath related concerns

Predict and mitigate employee issues by assessing sentiments

Download BFS Playbook

Operations Visibility

Deliver business continuity and performance dashboards around:
– Financial Health
– Customer/Channel
– Customer experience
– Logistics (Inventory, Material Handling, Workforce)
– Manufacturing
– Supplier

Active support to S&OP processes with visibility and analysis of options

Assess customer sentiments based on social media posts and take corrective actions

Predicting Operations

Predict hotspots in operations based on insights into the potential spread of the pandemic

Recast financial and operational plans:

– Demand plans & forecasts
– Manufacturing & Distribution plans
– Revenue, P&L and Cash models
– Develop labor plans & forecasts

Predict the course of action based on an assessment of supply chain impacts across:
– Supplier/Partner financial risk
– Input costs
– Predict order fulfillment across customers

Opportunity Maximization

Align Sales, Marketing, Manufacturing, and Inventory deployment plans based on:

– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products and categories
– Study of customer behavior
– Rationalize SKU’s to focus on the most relevant SKU’s
– Sourcing strategy and alternate suppliers

Align plans to expected post COVID-19 Patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics

Prepping for Next

Recasting plans:

– Recasting financial plans & sccnarios
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing impact on short-term and long-term costs
– Develop distribution network and transportation plan

Normalizing data:
– Assess and remediate planning processes impacted on account of data issues

Strengthen D2C capabilities
– Strengthen personalization, D2C planning, performance management & Customer service/support

Employee Engagement & Productivity

Support and monitor employee health, engagement, and productivity in the new context of Work From Home and health-related concerns

Predict and mitigate employee issues by assessing sentiments

Optimize labor/workforce

Operations Visibility

Deliver business continuity and performance dashboards around:
– Financial Health
– Customer/Channel
– Consumer experience
– Partner performance
– Business operations

Active support to operations and planning processes with data analysis

Assess customer sentiments based on social media posts and take corrective actions

Predicting Operations

Predict hotspots in operations based on insights into the potential spread of the pandemic

Recast financial and operational plans:

– Demand plans & forecasts
– Operational plans
– Revenue, P&L and Cash models
– Develop labor plans & forecasts

Predict the course of action based on an assessment of supply chain impacts across:
– Supplier/Partner financial risk
– Input costs

Opportunity Maximization

Align Sales, Marketing and Operations plans based on:

– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products and categories
– Study of consumer behavior
– Evolving services to meet the immediate consumer needs

Align plans to expected post COVID-19 patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics

Prepping for Next

Recasting plans:

– Recasting financial plans & scenariosa
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing the impact on short-term and long-term costs

Normalizing data:
– Assess and remediate planning processes impacted on account of data issues

Strengthen D2C capabilities:
– Strengthen personalization and Customer service

Employee Engagement & Productivity

Support and monitor employee health, engagement, and productivity in the new context of Work From Home and health related concerns

Predict and mitigate employee issues by assessing sentiments

Operations Visibility

Deliver business continuity and performance dashboards around:
– Financial Health
– Shipper
– Carrier
– Fleet/Assets
– Rates/Pricing

Active support to operational planning processes with visibility and analysis of options

Assess customer sentiments based on social media posts and take corrective actions

Predicting Operations

Predict hotspots in routes/lanes/distribution network based on insights into the potential spread of the pandemic

Recast financial and operational plans:
– Demand plans & forecasts
– Revenue, P&L and Cash models
– Develop labor plans & forecasts

Predict the course of action based on an assessment of supply chain impacts across:
– Carrier financial risk
– Capacity
– Routes
– SLAs
– Driver Shortage

Opportunity Maximization

Align Sales and Asset deployment plans based on:

– Insights into channel shifts and buying behavior
– Analysis of demand transfer across products, geographies and modes of transporation
– Study of shipper behavior & SLAs

Optimize fleet/asset utilization

Optimize vehicle scheduling & routing

Use public and private data sources to optimize pricing

Align plans to expected post COVID-19 patterns:
– Assess trends in early markets like China
– Assess trends from past pandemics

Prepping for Next

Recasting plans:

– Recasting financial plans & sccenarios
– Financial assessment and scorecarding of existing Opex and Capex plans
– Assessing impact on short-term and long-term costs
– Fleet management

Normalizing data:
– Assess and remediate planning processes impacted on account of data issues

Strengthen D2C capabilities:
– Strengthen the digital capabilities based on a strong platform enabling processes from lead generation to operations to performance management

Employee Engagement & Productivity

Support and monitor employee health, engagement, and productivity in the new context of Work From Home and health related concerns

Predict and mitigate employee issues by assessing sentiments

Optimize labor/workforce

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