Building a complex Business Intelligence platform using Big Data
DigitalMara developed a custom analytics tool that provides the client with meaningful insights extracted from Big Data.
About the client
Telecommunication company from Canada
The client is a telecommunications company based in Canada. Their sales team engages with website visitors through live chat, effectively guiding potential customers through the sales funnel. While this approach worked well, they lacked a Business Intelligence system to analyze and optimize their sales process.
Challenge
The company had a huge amount of customer interaction data accumulated over many years, but it was not possible to use it to its full potential. They needed a solution to store, organize, and analyze this information to improve sales performance, refine scripts, and streamline customer interactions. The challenge was to turn massive amounts of chat data into actionable insights that would enhance their overall sales strategy.
Approach
To solve this, we built a business intelligence module that gathers, organizes, and presents key sales data in clear, user-friendly reports. Now, every customer interaction leading to a sale can be tracked and analyzed, giving the company deeper insights into their sales funnel.
Key features:
- Chat statistics – Identify top-performing sales agents.
- Sales funnel tracking – Measure KPIs at every stage.
- Full-text chat search – Find and evaluate past conversations.
- Conversation management – Keep interactions organized for smooth handoffs.
- Graphical website analytics – Visual reports for easy data analysis.
Results
The client received the following results:
- Managers now have a comprehensive view of sales performance, enabling them to develop improvement strategies and make accurate forecasts.
- Customer interactions are tracked at every stage, allowing for in-depth analysis and use as training examples.
- Top-performing sales reps can be identified, with their success stories shared as best practices to inspire the team.
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