Outcome: Empower Employees With Customer Data
Based on open source software, the Pentaho solution offers a smooth, cost-efficient and flexible transition from evaluation to enterprise-class services without a hard vendor lock-in. This flexibility was a key factor in Swisscom's decision to select Pentaho Data Integration.
With the solution in place, Swisscom can securely extract valuable information on customers, service operations, products, contracts, assets and more from disparate systems. Since all data is stored in a single, easily accessible platform, users now benefit from a unified overview of operations.
"Previously, if a member of staff wanted to check details about customer contracts across products and services, the data would be compiled and harmonized from up to six different inventory systems," says Zehnder. "This was a time-consuming process that could slow us down in providing status updates and resolving issues."
Today, the situation is very different: The Pentaho solution currently processes more than 100 million data records daily, giving users access to a central hub where they can consume data quickly and easily.
Swisscom Business Customers expects the platform to grow significantly as new cloud environments and services create additional data integration requirements. The company already plans to integrate 20 more systems, and soon expects Pentaho Data Integration to be handling even more data records per day.
With a clearer view of operations in place, Swisscom can give stakeholders direct access to consolidated information. "Thanks to the Pentaho solution component, we have been able to create a holistic view of all contracts, service status details, and SLAs in a single, harmonized data model." says Zehnder. "We also let stakeholders access these details online, so they can check on their accounts and service status at their own convenience, 24 hours a day."
Thanks to Pentaho Data Integration, Swisscom can quickly and easily aggregate data from dozens of business systems to gain a holistic view of customers and service operations. This insight empowers employees to deliver a better, highly tailored and customized service.
Zehnder concludes, "Pentaho Data Integration has already cemented itself as a vital tool in our customer service strategy."