Customer 360: Delivering Superior Experiences to 230 Million Customers
Company Size
1,000+
Country
- Worldwide
Product
- Kyvos
- Smart OLAP™ technology
- Tableau
- Power BI
- Excel
Tech Stack
- Big Data Platform
- BI Tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Brand Awareness
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Big Data Analytics
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Software
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Predictive Quality Analytics
- Real-Time Location System (RTLS)
Services
- Data Science Services
- System Integration
About The Customer
The customer is a multinational computer software company that wanted to understand its customer’s journey to increase sales, improve retention, and deliver superior experiences. With more than 24 different business areas and 230 million unique buyers, they collected massive amounts of individual interaction-level and click-level usage data from millions of concurrent users. The company wanted to consolidate the data from different customer touchpoints and create a 360-degree view of the customer interactions with its products and services.
The Challenge
The multinational computer software company wanted to consolidate the data from different customer touchpoints and create a 360-degree view of the customer interactions with its products and services. They faced several challenges in analyzing the enormous amount of data being generated. A wide variety of customer data from sources such as call centers, web interactions, customer churn, marketing, purchase, and product usage made it difficult to get a consolidated view. Disconnects between the data collected by different departments made cross-functional analysis difficult. Non-standardized reporting between business units, with over 1000 analysts reporting on 80 customer metrics collected from more than 20 source systems. Different business units used different BI tools and were reluctant to adopt new tools.
The Solution
The company implemented a big data platform to unify data from multiple sources and business areas. Next, they deployed Kyvos to build multi-dimensional cubes and create a BI acceleration layer on their data platform. The cubes facilitated cross-functional analysis and enabled a 360-degree view of the customer. By harnessing the power of Kyvos’ Smart OLAP™ technology, analysts could build a single cube with 24 months of data. The 12 TB cube, with multiple dimensions and measures, served queries within seconds while allowing business users to drill down into their data interactively. Thousands of concurrent users could access the same data without any impact on performance. Kyvos automated weekly incremental builds with a sliding window of 2 years. In addition to performance, the native connections to different BI tools gave their users the freedom to use their existing tools such as Tableau, Power BI, and Excel, eliminating the fight over implementing and adopting a new tool.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Factor-y S.r.l. – Establishes a cost-effective, security-rich development environment with SoftLayer technology
Factor-y S.r.l., a web portal developer, was faced with the challenge of migrating its development infrastructure to a reliable cloud services provider with highly responsive technical support. The company needed a solution that would not only provide a secure and reliable environment but also support its expansion by providing resources to create and deliver innovative offerings.
Case Study
Darwin Ecosystem: Accelerating discovery and insight through cutting-edge big data and cognitive technologies
Darwin Ecosystem was founded with a unique vision of harnessing chaos theory mathematics to uncover previously hidden connections in unstructured data. The company’s algorithms can look at all the data generated by any source (such as news, RSS feeds and Twitter), and analyze how a specific set of concepts within that data are evolving over time. This is particularly valuable in situations such as business and competitive intelligence, social research, brand monitoring, legal discovery, risk mitigation and even law enforcement. A common problem in these areas is that a regular web search will only turn up the all-time most popular answers to a given question – but what the expert researcher is actually interested in is the moment-tomoment evolution of the data available on that topic. Darwin’s algorithm is computationally intensive, and the sources of data it correlates can be vast. To bring its benefits to a larger commercial audience, Darwin needed to find a way to make it scale.
Case Study
Zend accelerates, simplifies PHP development
Zend Technologies, a major contributor to the PHP open source community, needed to keep pace with emerging trends such as mobility, agile development, application lifecycle management and continuous delivery. The company needed to provide the right tools to the worldwide community of PHP developers. The challenge was to support enterprise-class capabilities from end to end, including mobile, compliance and security. The pace of business required developers to show results fast across a variety of devices without compromising quality or security.
Case Study
Delivering modern data protection with cloud scale backup from Cobalt Iron and IBM
Organizations are struggling to modernize their legacy data protection environments in the face of growing demands around new infrastructure, new applications, and budget consolidation. Virtualization and modern application development processes have significantly outgrown legacy backup architectures. In response, infrastructure teams have created multiple backup solution types to handle the varying SLAs (performance, scale, cost) required by their business sponsors. However, the sheer number and variety of solutions in this uncontrolled expansion creates huge amounts of work, threatening to overwhelm the IT team in many organizations. Today, developers may add new applications and virtual server instances by the hundreds per day without accounting for the restrictions of the existing backup infrastructure. They leverage the cloud for immediate compute and storage resources, yet rarely communicate succinctly with corporate IT to ensure that the appropriate data protection services are in place.
Case Study
Achieving near limitless scalability and flexibility with data in the cloud
Web-based publishing platform SpaceCraft found that as its client base grew, it was spending an increasing amount of time managing its databases, distracting its focus from product innovation. As its user base rapidly expanded, data volumes at SpaceCraft began to rise dramatically. Along with their main focus on maintaining and further developing a great platform for web publishing, the SpaceCraft team had the added pressure of managing the increasing quantities of data while ensuring ongoing high performance for clients.
Case Study
nViso SA – Delivers emotion recognition solutions worldwide with a scalable SoftLayer hosting solution
nViso SA, a company that provides emotion recognition solutions, was in need of a high-performance cloud hosting infrastructure. The company wanted to extend its services to a global customer base. The challenge was to find a solution that could handle the demands of their growing customer base and the need for high performance and reliability.
