Driving alpha-class customer experience at Pelephone, Yes, and Bezeq International

To better serve its customers  in milliseconds – especially those whose services span the three different operators – the group set out to deploy a unified CRM solution for their customer care operations. It formed a project team, with members from the 3 companies, under the unified Alpha brand. Because the operators each had their own backend systems housing their customer data, the telecommunications group was faced with the complexities of creating a unified customer data hub, which the CRM could use as a trusted source of real-time, integrated customer data. However, since customer service requires a comprehensive, customer 360 of a customer – including up-to-date data from numerous systems and databases – the customer data hub could not rely on traditional data warehouse and data lake solutions. The companies' existing data and service integration platforms were also deemed inadequate for the job. The Alpha team needed a flexible, technology-agnostic customer data platform that could simplify the integration, and deliver unified customer data in real time.

Enter K2View Customer Data Hub (K2View CDH), a central hub for unified customer data. The Pelephone, Yes and Bezeq International group needed a single, integrated customer data hub to provide its Salesforce CRM the comprehensive data to deliver exceptional customer experiences and service. K2View CDH easily connected to the data sources from all three operators to provide a unified customer digital entity, enabling the team to create 120 microservices and deliver a seamless bi-directional integration of all customer data to  Salesforce CRM in less than six months.

The result is an accurate, up-to-date, customer 360, enabling more effective customer self-service, heightened customer satisfaction, and a new synergy between the three companies.

Below are highlights of the business results attained in the project.

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 microservice automation enabled the Alpha team to model the customer as a digital entity. To comply with regulatory restrictions, the Alpha team created three customer digital  entities, one digital entity for each of the three companies.  

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 patented micro-DB, secured by its own encryption key, and is continuously updated.

Zero impact to source operational systems

K2View CDH continually updates both source systems and target micro-DBs, moving only the data that changes, and only when it changes.

Maximum performance and unlimited scalability

K2View CDH delivers to Salesforce CRM each customer’s micro-DB on demand, in milliseconds. The micro-DB technology provides SQL access and linear scalability —without the storage, maintenance, and performance degradations of traditional big data management systems.