With K2View Customer Data Hub, the telecom group (Pelephone, Yes, and Bezeq International) was able to:
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, 360 customer view 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.
To achieve these goals, the Alpha team chose the K2View Customer Data Hub to deliver real-time access to the Salesforce CRM, with a single source for access and control of all customer data.
For providers of fixed and wireless communications, cable, and media services, customer retention hinges on delivering great customer experiences.
These companies have a tremendous amount of data about their customers, networks, devices, plans and more. A great customer experience – whether via self-service tools, a support call, or fast service provisioning – requires access to the right data, by the right person, at the right time, often in milliseconds. This is the case for customers managing their services and invoices online via a self-service web portal or mobile app. And it’s also the case for service agents handling phone calls and live chat sessions, or field technicians installing new equipment on-site.
For growing communications and media companies, accessing all a customer's data, when it is needed most, is a monumental challenge.
Customer data is scattered across the enterprise, trapped within dozens, or even hundreds of systems. These legacy IT systems, third-party applications, and data sources – even the cloud – each store their data in their own application-centric schema. Worse, as these companies launch new services and merge with other providers, the number of siloed data sources skyrockets, leading to even greater data fragmentation.
To keep customers happy and operations efficient, organizations have to address the customer data problem. They need a customer data platform that securely provides a single 360-degree view of each customer’s data, no matter how many underlying systems there are. And they need the data delivered in real-time, organized exactly the way the enterprise needs it, to power exceptional customer interaction and optimal operational decisions.
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, 360 customer view, 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.
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.
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.
K2View CDH continually updates both source systems and target micro-DBs, moving only the data that changes, and only when it changes.
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.