Kyvos Insights Case Studies Customer 360: Delivering Superior Experiences to 230 Million Customers

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	Customer 360: Delivering Superior Experiences to 230 Million Customers Kyvos Insights

Customer 360: Delivering Superior Experiences to 230 Million Customers

Kyvos Insights

Technology Category	Analytics & Modeling - Big Data Analytics Analytics & Modeling - Real Time Analytics
Applicable Industries	Software
Applicable Functions	Sales & Marketing Business Operation
Use Cases	Real-Time Location System (RTLS) Predictive Quality Analytics
Services	Data Science Services System Integration
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Analytics & Modeling - Real Time Analytics

Applicable Industries

Software

Applicable Functions

Sales & Marketing

Business Operation

Use Cases

Real-Time Location System (RTLS)

Predictive Quality Analytics

Services

Data Science Services

System Integration

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.

About 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.

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.

Impact #1	Achieved a single consumable data layer for customer journey analysis.
Impact #2	Enabled employees to quickly gain insights on individual actions and products.
Impact #3	Provided teams with instant access to 24 months of data.

Impact #1

Achieved a single consumable data layer for customer journey analysis.

Impact #2

Enabled employees to quickly gain insights on individual actions and products.

Impact #3

Provided teams with instant access to 24 months of data.

Benefit #1	Visualize the buying journey of its loyal customers and get insights on 230 Million customers within 2 seconds.
Benefit #2	Kyvos provided their teams with the ability to monitor customer interactions at every touchpoint across all business areas receiving instant answers to questions.

Benefit #1

Visualize the buying journey of its loyal customers and get insights on 230 Million customers within 2 seconds.

Benefit #2

Kyvos provided their teams with the ability to monitor customer interactions at every touchpoint across all business areas receiving instant answers to questions.

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Overview

Customer 360: Delivering Superior Experiences to 230 Million Customers

Operational Impact

Quantitative Benefit