www.orangeboyinc.com
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Savannah Overview
Copyright © OrangeBoy, Inc. 2015 All Rights Reserved
Overview
OrangeBoy's web-based customer intelligence software as a
service (SaaS) solution Savannah® provides a powerful platform
“With the assistance of our
to help your library take strategic action. Savannah integrates
OrangeBoy analyst, my team
library customer and organizational data to provide meaningful
was able to pull data easily [from
insights to inform decision-making, connect with customers and
Savannah] to meet a tight
measure results. This analytics-driven management solution
proposal deadline and ultimately
helps:
secure a seven-figure gift from a
Better Serve Your Customers and Your Community
local foundation.”
Gary Shaffer, CEO, Tulsa City-County

Deliver measurable and highly-targeted messages valued by
Library
customers.

Invest in the resources customers want by using customer
insights and direct feedback to shape your services.
Save Money and Time



Allocate resources with confidence using real-time customer
utilization metrics and analytics tools.
“The result of findings using
Manage discrete data sources with one powerful tool that is
Savannah’s query builder feature
easy to use.
led to a new, larger library location
Set customer communications and feedback to autopilot.
in Grain Valley with dedicated
Measure Impact and Tell Your Story
programming space, more
computers and an expanded

Demonstrate value to key stakeholders using an online
children’s area.”
dashboard and analytics to measure impact and
Jim Staley, Marketing and
organizational performance.
Communications Director
Mid-Continent Public Library
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Access and Features
Measurement Dashboard
Dashboard visualizations, updated weekly, provide actionable data as an effective means to
understand where your organization is in relation to its objectives. Savannah’s Measurement
Dashboard provides metrics to measure organizational outcomes and goals. It also allows your
library to benchmark organizational performance against other Savannah libraries.
The Measurement Dashboard is configured with up to eight metrics (visualizations) that align
with the library’s goals using a selection of metrics recommended by OrangeBoy. Combined
with Advanced Analytics and the Customers and Contact Manager, the Measurement
Dashboard provides unparalleled tools designed to drive better decisions and results.
Messaging
Create, automate and deliver unlimited, highly-targeted email communications to library
customers.
Unique messages can be created in plain text or HTML. The Savannah message creator features
templates with different column and header configurations, simply click to add content. All
Savannah templates are optimized for mobile across all devices.
Users can set up and send recurring messages using saved smart lists from search queries in the
Customers and Contact Manager, and set messages to send on scheduled intervals.
Messaging results include statistics about open rates, click-throughs, unsubscribes, mobile
device views and bounces. Conversion rates can be viewed in Advanced Analytics—one of the
powerful benefits of the integrated platform-allowing libraries to understand which email
messages directly result in library use.
Advanced Analytics
Build ad hoc reports using the Advanced Analytics functions. Advanced Analytics allows end
users to tap into the system’s backend integrated database, providing answers to specific
questions or ways to measure the organization’s interactions with customers. Results can be
exported as a report or spreadsheet, saved to be viewed regularly or shared with other
stakeholders in the organization. Advanced Analytics training opportunities are provided so
end users can realize the power of Savannah’s data mining capabilities.
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Customers and Contact Manager
(A simple query builder that accompanies Messaging and
complements the analytical tools.)
Use the Customer and Contact Manager to perform
lightweight, quick analyses or create queries to use as
email lists in Messaging. The Customers and Contact
Manager features dynamic smart list functions based
on characteristics that Savannah users define and save
to automate messages.
It also allows for the manual entry of new records, as
well as the use of tags to import, mark, organize and
message to various constituent groups. Stakeholder
groups such as donors, volunteers or Friends of the
Library lists can be matched with existing library
customer records to enrich records.
Mapping
Mapping adds dynamic visualization to queries in the
Customers and Contact Manager. Mapping takes
addresses from Savannah and plots them on a map in
the form of household pins. Libraries can look at customers by cluster or by other
characteristics stored in Savannah on the map.
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Customer Feedback
Collect direct customer feedback using Savannah’s powerful targeting capabilities with surveys
sent through Messaging. Evaluate programs, services, customer needs and community impact.
Survey results and data are viewable in real-time by cluster, system wide or branch location,
and other searchable variables set up by OrangeBoy. OrangeBoy works with the library to
configure surveys and view results using a selection of ready-to-use, library industry templates.
Surveys are available in English with other language options. OrangeBoy translation services
and custom survey programming are available for a nominal fee.
Net Promoter Score (NPS)
This measure is available as a
template in Customer Feedback.
Used in many industries outside the
library sector, NPS allows libraries
to evaluate customer loyalty on an
automated ongoing basis.
Savannah users can identify loyal
customers or unsatisfied ones.
An automated message with a link to a survey sends to randomly selected customers following
a recent library experience.
The NPS is calculated based on the percentage of Promoters, less the percentage of Detractors,
with the response to the question, “How likely are you to recommend the library to others?”
Promoters are devoted loyalist and detractors are dissatisfied customers. Evaluating NPS
scores by cluster, location and activity allows users to develop an ongoing understanding of
customer allegiance and indicates growth opportunities. Extensive research has shown that
high NPS is an indicator of market performance. Managing your organization to improve NPS
will also improve your organization’s performance. Benchmarking with other Savannah libraries
is also available.
Knowledge Base
Savannah’s Knowledge Base is the help section of the site and serves as the user manual. It
features a searchable database filled with articles about best practices and Savannah use with
real library examples.
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Community
Community is an online social network in Savannah that connects users on the platform. Share
ideas or templates and tap into the knowledge of other users by asking questions.
The Community offers opportunities to meet online or in person at scheduled user groups
throughout the year.
OrangeBoy Analysts
The library has access to an OrangeBoy analyst to assist with Savannah set-up, implementation
and queries, and to answer questions.
Web-Based Training
OrangeBoy offers a variety of free online training sessions included with the service to meet the
needs of users in various departments within the library, including Savannah 101, Messaging,
Analytics 1 and Analytics 2, as well as other customer engagement topics.
Pricing
The Savannah platform is accessible as a two-year minimum commitment, payable monthly, quarterly
or annually. Acceptable payment methods include check, EFT or credit card.
Access can be combined with other consulting services or onsite training to create a custom package
for your organization. Contact OrangeBoy for pricing and more information.
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