Simplified Processes
The new system reduced the IT resource and overhead from multiple BI systems and ETL processes. Complex and unstable Salesforce integrations are eliminated, which helped to improve productivity and eliminate overhead.
Innovative use of Power BI
Power ON allowed for analysts and account managers to collect data and record notations directly in Power BI. Missing data in Salesforce is now seamlessly augmented from the same application serving support resources.
People Prioritized
Streamlined technology reduces time spent on low-value work, freeing people to connect with people in productive ways and with just-in-time resources.
About
One of the world’s most recognized brands for developing software, this customer is a recognized global leader in digital creativity and innovation with more than $10B in annual revenue. It relies on Power ON for business sales forecasting, Master Data Management, and continuous monitoring customer and product health.
THE CHALLENGE
How does a company with millions of subscribers keep its finger on the customer and solution health?
Information about a customer environment is critical to maintaining a subscription-model software business. And not just those metrics supplied the software. Collecting anecdotal data is equally important and very helpful in training ML models.
Capturing certain customer information in a way that contributes toward a strategic business planning platform is difficult. Promising new Machine Learning technologies require inputs. Gathering such information during support calls – without degrading the support and service standard – was a major challenge.
BEFORE
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Outdated info in Salesforce
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Disconnected process to gather + update customer insights
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Duplicate entry to reconcile customer data
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Goldmine of customer insights lost in 'manual process' gap
THE SOLUTION
The customer turned to Power ON Visual Planner, with its write-back capability to enhance customer databases from its Power BI based Customer Support Intelligence interface. The data engineering team designed and implemented a Power ON process to augment data needed for their ML model relatively quickly using familiar enterprise technology.
Now, Customer Support Managers proactively address customer issues, strengthen relationships, and critically, input new customer utilization and environmental data points directly into the BI platform.
This solution is a truly innovative. It extends an enterprise asset, the Power BI based Customer Service dashboard, by using it to collect data. Productivity gains add to a strategic business development asset.
We found tremendous value from the data input capability Power ON Visual Planner brings to the Power BI interface.
~ Sr Manager, Reporting & Analytics
THE RESULTS
Models containing data to evaluate risks and opportunities are tightly integrated to decision-making tools and customer engagement technology. New ML services to build and maintain customer subscriptions receive vital “training” data at the precise time and circumstance it becomes available.
Because our customer deployed Power BI throughout its organization, there was no need for additional enterprise software with its added expense and IT overhead.
Data errors are almost non-existent. The Power ON Visual Planner implementation integrated into the customer’s single source of truth, leveraging broad data connections, which in turn provided a ready-made and optimized platform for ML training and output.
In addition, because the Power BI refreshes data in near real-time, business lines receive real-time insight on dashboards already embedded in employee workflows.
AFTER
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Real-time Customer Support Insight in Salesforce
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Connected info gather + data update (across 300+ customer support reps, at point of conversation)
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Proactive address of customer issues
-
Strengthened customer relationships
Simplified Processes
The new system reduced the IT resource and overhead from multiple BI systems and ETL processes. Complex and unstable Salesforce integrations are eliminated, which helped to improve productivity and eliminate overhead.
Innovative use of Power BI
Power ON allowed for analysts and account managers to collect data and record notations directly in Power BI. Missing data in Salesforce is now seamlessly augmented from the same application serving support resources.
People Prioritized
Streamlined technology reduces time spent on low-value work, freeing people to connect with people in productive ways and with just-in-time resources.
"Streamlined technology reduces time spent on low-value work, freeing people to connect with people in productive ways and with just-in-time resources."
Fortune 500 Global Software Company - Sr Manager, Reporting & Analytics
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