Customer 360: Delivering Superior Experiences to 230 Million Customers
公司规模
1,000+
国家
- Worldwide
产品
- Kyvos
- Smart OLAP™ technology
- Tableau
- Power BI
- Excel
技术栈
- Big Data Platform
- BI Tools
实施规模
- Enterprise-wide Deployment
影响指标
- Brand Awareness
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 大数据分析
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- Software
适用功能
- 商业运营
- 销售与市场营销
用例
- 质量预测分析
- 实时定位系统 (RTLS)
服务
- 数据科学服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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