TIBCO Software > Case Studies > inQuba Delivers Context for Enhanced Customer Experience

inQuba Delivers Context for Enhanced Customer Experience

Company Size

1,000+

Region

America

Country

United States

Product

TIBCO BusinessWorks
TIBCO Spotfire
TIBCO Jaspersoft

Tech Stack

Single Sign-on
APIs
Embedded BI

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements
Revenue Growth

Technology Category

Analytics & Modeling - Predictive Analytics
Application Infrastructure & Middleware - API Integration & Management
Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Software
Telecommunications

Applicable Functions

Business Operation

Services

Software Design & Engineering Services
System Integration

About The Customer

inQuba is a company specializing in customer experience (CX) orchestration platforms. Their platform provides clients with the ability to listen to customer feedback, learn from it, share insights internally, and engage with customers to close the loop. The company aims to differentiate itself by offering a fully integrated, end-to-end architecture that helps businesses relate and connect with their customers. inQuba's platform is designed to be easy to use for both end users and developers, with embedded BI capabilities and interoperability with other systems like Salesforce.com. The company has a strong partnership with TIBCO, utilizing TIBCO BusinessWorks, TIBCO Spotfire, and TIBCO Jaspersoft to enhance their platform's functionality.

The Challenge

Our customer experience (CX) orchestration platform gives clients four capabilities: listening to the voice of the customer, learning what customers are saying, sharing that information internally, and engaging with the customer to close the loop. Competing on price and products will eventually run its course, making customer experience a significant strategic differentiator. The ability to relate and connect with customers is crucial. We saw a market opportunity for a single, fully integrated, end-to-end architecture providing these capabilities.

The Solution

inQuba decided to leverage best-of-breed components to quickly develop their end-to-end architecture. Single Sign-on was critical for ease of use, and embedded BI capabilities were needed for data visualization and reporting. The solution also required interoperability with other systems, APIs, and third-party products like Salesforce.com. The partnership with TIBCO was instrumental, using TIBCO BusinessWorks for data integration, TIBCO Spotfire for analytics, and TIBCO Jaspersoft for embedded BI and reporting. This combination allowed inQuba to create a robust, user-friendly platform that could efficiently distribute compelling data visualization reports across the enterprise.

Operational Impact

inQuba's platform provides clear differentiators by anchoring all captured data in the context of the customer's journey, allowing for personalized interactions.
The end-to-end integration with Single Sign-on enables users to securely and seamlessly navigate between modules, enhancing their understanding of customer relationships.
The platform's functionality allows clients to gather feedback and take action to drive and improve performance, supported by TIBCO products.
Clients can analyze cause and effect to understand what impacts customer experience and loyalty, using Jaspersoft for compelling data presentation.
The platform helps clients acquire customers more efficiently, develop profitable relationships, and maintain loyalty by monitoring key metrics like customer satisfaction and Net Promoter Score (NPS).