Worldwide IT leader transformed customer service with highly accurate in-store traffic forecasts

“With Google Cloud Platform, we can now get data from many more channels, and so we can help ensure the best omnichannel customer experiences. We’re also getting much more granular data, which means we can better understand a customer through their entire journey with us.”

Introduction

The client is the world’s largest networking company. This global corporation, based in San Jose, California, develops, manufactures, and sells networking, telecommunications, and other equipment as well as security and other services. As one of the early leaders in technology, this company grew from a Silicon Valley networking company into a global enterprise offering a variety of technologies and services. Like any savvy enterprise today, the leadership team understands the importance of delivering the best possible customer experience to stay ahead of the competition.

Why We Chose Pluto7

This client looked to Google Cloud and Pluto7 to leverage more data and deeper insights into the customer journey. With the right blend of Google Cloud solutions and Pluto7’s expert Machine Learning support, this IT and networking leader experienced a dramatic improvement in their marketing team’s ability to understand customer sentiment.

Solution

Data is the key to understanding the customer journey. For customer insights, the client’s digital sales teams relied heavily on an email marketing platform along with data from other channels including social media and video. Most of the customer data received from these channels were primarily high level, how many customers were targeted, how many looked at an ad, but lacked granularity about who these customers were, where they were located, and which market segments they belonged to. The digital sales team’s goal was to leverage a cloud platform that could complement and integrate with their on-premises infrastructure.

With those objectives in mind, the company partnered with​ Pluto7. We worked with the client on a short Proof of Concept (POC) using machine learning and artificial intelligence methods which involved combining digital audio recordings of customer calls to the client’s technical support center, social media feeds, and data from other channels, to produce sentiment analysis and additional customer analytics.

Gain deeper customer journey insights across more channels while ensuring a seamless omnichannel customer experience.

Following the successful POC, Pluto7 began migrating the digital sales team to Google Cloud Platform. It wasn’t long before team members were finally able to gain deeper customer journey insights across more channels ensuring a seamless omnichannel customer experience.

With the easy-to-use interface of Google Cloud Platform, team members around the globe can access customer analytics and gain insights as needed. The availability of customer journey data empowers team members with actionable insights, without requiring them to ask IT or more technically savvy colleagues for help. There’s been a significant increase in the speed of obtaining analytics, too. Google Cloud Platform enables the digital sales team members to get meaningful customer data analytics in one or two days, compared to the one or two weeks it used to take by manipulating spreadsheets.

Products Used

  • Google Cloud Platform
  • Google BigQuery
  • Google Cloud Dataprep
  • Google Cloud Storage
  • Google Cloud Natural Language
  • Google Cloud Speech