通过 IoT 转变客户支持：Freshworks 案例研究
技术
- 分析与建模 - 机器学习
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 教育
- 设备与机械
适用功能
- 维护
- 销售与市场营销
用例
- 施工管理
- 预测性维护
服务
- 数据科学服务
- 培训
关于客户
Freshworks 是一家技术和软件公司，提供广泛的 CRM 和客户体验解决方案。其使命是帮助客户让不同工作职能的员工满意，包括 IT、客户服务、销售、营销和人力资源。 Freshworks 拥有超过 60,000 家企业客户和多个产品线，从客户那里生成大量数据，用于优化流程并加快解决问题的时间。该公司之前使用的是旧版 Hadoop 基础设施和各种数据工具，这导致了性能瓶颈并减慢了客户服务速度。
挑战
Freshworks 是一家 CRM 和客户体验解决方案提供商，由于遗留的 Hadoop 基础设施和各种数据工具，在提高其客户支持组织的绩效方面面临着挑战。该公司拥有超过 60,000 家企业客户和多个产品线，由于需要大量和高水平的支持，因此很难保持卓越的客户满意度。管理服务台票证的手动方法不足以满足需求。该公司的内部企业数据平台由 Hadoop 提供支持，由多种数据和分析工具组成，这会产生大量 IT 开销来管理升级和监控性能。随着数据量的增加，这种环境产生了性能瓶颈，降低了客户支持团队有效服务客户的能力。
解决方案
为了应对这些挑战，Freshworks 迁移到 Databricks Lakehouse，该平台提供灵活性、多云支持以及统一的数据、分析和人工智能方法。此次迁移涉及跨多个云移动 500 多 TB 数据以及 40 多个数据源和工具，整个过程在七个月内完成。该公司与 Databricks 合作确定依赖关系和模式，这使他们能够制定跨数据源、集成和端点的迁移计划。 Databricks Lakehouse 取代了基于 Hadoop 的平台，使 Freshworks 能够实现数据访问民主化并改进运营分析。该公司还使用 Delta Lake 来确保所有数据层的数据可靠性和一致性，因为它构建了支持分析和机器学习工作负载的管道。借助 MLflow，数据科学团队能够简化从训练和实验到版本控制和部署的机器学习生命周期。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Smart Water Filtration Systems
Before working with Ayla Networks, Ozner was already using cloud connectivity to identify and solve water-filtration system malfunctions as well as to monitor filter cartridges for replacements.But, in June 2015, Ozner executives talked with Ayla about how the company might further improve its water systems with IoT technology. They liked what they heard from Ayla, but the executives needed to be sure that Ayla’s Agile IoT Platform provided the security and reliability Ozner required.
Case Study
IoT enabled Fleet Management with MindSphere
In view of growing competition, Gämmerler had a strong need to remain competitive via process optimization, reliability and gentle handling of printed products, even at highest press speeds. In addition, a digitalization initiative also included developing a key differentiation via data-driven services offers.
Case Study
Predictive Maintenance for Industrial Chillers
For global leaders in the industrial chiller manufacturing, reliability of the entire production process is of the utmost importance. Chillers are refrigeration systems that produce ice water to provide cooling for a process or industrial application. One of those leaders sought a way to respond to asset performance issues, even before they occur. The intelligence to guarantee maximum reliability of cooling devices is embedded (pre-alarming). A pre-alarming phase means that the cooling device still works, but symptoms may appear, telling manufacturers that a failure is likely to occur in the near future. Chillers who are not internet connected at that moment, provide little insight in this pre-alarming phase.
Case Study
Premium Appliance Producer Innovates with Internet of Everything
Sub-Zero faced the largest product launch in the company’s history:It wanted to launch 60 new products as scheduled while simultaneously opening a new “greenfield” production facility, yet still adhering to stringent quality requirements and manage issues from new supply-chain partners. A the same time, it wanted to increase staff productivity time and collaboration while reducing travel and costs.
Case Study
Integration of PLC with IoT for Bosch Rexroth
The application arises from the need to monitor and anticipate the problems of one or more machines managed by a PLC. These problems, often resulting from the accumulation over time of small discrepancies, require, when they occur, ex post technical operations maintenance.
Case Study
Robot Saves Money and Time for US Custom Molding Company
Injection Technology (Itech) is a custom molder for a variety of clients that require precision plastic parts for such products as electric meter covers, dental appliance cases and spools. With 95 employees operating 23 molding machines in a 30,000 square foot plant, Itech wanted to reduce man hours and increase efficiency.
