Using SAS Text Miner, the Parks Division is able to reduce a three-week process down to a couple of days, and discover new insights in a matter of minutes. The solution has not only automated manual tasks, but also provides insight into both structured and unstructured data sources that was previously not possible. “We now have opportunities to channel customer communications into products and services that meet their needs. Having the analytics will enable us to better support changes in program delivery,” said Roy Finzel, Manager of Business Integration and Analysis, Alberta Tourism, Parks and Recreation.

Questions for Discussion

1. What do you think are the common characteristics of the kind of challenges these five companies were facing?

2. What are the types of solution methods and tools proposed in these case synopses?

3. What do you think are the key benefits of using text mining and advanced analytics (compared to the traditional way to do the same)?