Customer 360 Drives World-Class
Customer Experience for Cellcom

With its acquisition of a domestic top-tier internet provider Netvision, it is the largest quad-play provider in Israel with over 3 million customers. The Netvision acquisition created a challenge for Cellcom in providing exceptional customer experiences to its combined customer base.

The company’s customer data was fragmented over dozens of enterprise applications and data sources, making a trusted, comprehensive, real-time view of its customers difficult to obtain. Further, its initiative to migrate to a new cloud-based Salesforce CRM application required a holistic, 360-degree view of all customer information, including product, service, and financial information.

To tackle this data challenge while also lowering software and infrastructure costs, Cellcom needed a customer data platform with a unique approach to data management.

Enter K2View Customer Data Hub (CDH), a unique approach to customer data management.

To provide its growing customer base exceptional service and experiences across its spectrum of communication and media services, Cellcom needed to first solve the customer data problem. K2View CDH allowed Cellcom to connect customer data from a large number of data sources to provide a unified customer digital entity, which it then uses to build a seamless bi-directional integration into its new Salesforce Cloud CRM in only three months.

The result is holistic, real-time access to all of the data about each individual customer, in one place, delivering true a customer 360 experience—enabling exceptional, personalized customer interactions in both customer self-service and direct customer care.

Data configuration in days or weeks – not months or years

K2View CDH eliminates lengthy development cycles, integration projects, and staging databases. Its simple graphic user interface, auto-discovery, and source-agnostic modules let you model your customer as a digital entity that matches your business requirements—not those of legacy source applications.

Continuous data sourcing and two-way updating from any source

K2View CDH micro-database design allows secure integration with traditional RDBMS, big data warehouses/lakes, flat files, web services, cloud apps, and more. Each customer digital entity is stored in its own micro-database, secured by its own encryption key, and is continuously updated.

Zero impact to source operational systems

K2View CDH eliminates the need for backups and batch copying database snapshots back and forth, which disrupt your production systems and operations. It continually updates both source systems and target micro-databases, moving only the data that changes and only when it changes.

Maximum performance and unlimited scalability

K2View CDH delivers each customer’s micro-database on demand, in milliseconds. The patented micro-database technology provides unlimited scalability as your enterprise grows—without the storage, maintenance, and performance degradations of traditional data warehouses.