Contracts, Repairs & Claims Data
Leading European Appliance Protection Company
Problem we found
Major European white goods servicing and repair company wanted 360 degree visibility of its customers and its internal business processes.
Customer Vision
- Based on customer purchase patterns, understand how each customer engages with the business including call center, support, repairs, claims, remediation and so on
- Optimize their business operations to track customer behavior
- Track customer changes based on demographics
- Correlate customer journey with company financial systems
Technical Pain
- Data was siloed in different home-grown applications, and different applications were unable to communicate with each other
- Not able to get a unified view of all company and customer data
- Not able to track historical data for comparative analysis
Solution we implemented
- Created 3 use cases from soup to nuts in 3 months (customer contracts, claims and repair data)
- Ingested data from internal sources & external providers e.g. Genesys (IVR data)
- Harmonized data set for all related data from multiple data sources, integrated in Databricks Silver layer
360 degree
View of customer and business processes
Positive Outcomes
- 360 degree view of the customer support, claim and repair process
- Significantly improved time to respond and time to repair through availability of timely information
- Able to rapidly create new use cases - 3 delivered soup to nuts in 3 months
- Able to quickly create new use cases e.g. for offers and campaigns
“Congratulations! Computomic is the first partner to successfully deliver a major Enterprise project end to end for the Databricks EMEA Professional Services team.” Artir Geci, Delivery Partner Manager, Databricks Professional Services EMEA