← All marketsProblem- Key customer insight data is often located outside of systems-of-record
- Valuable customer information is located department-level computers or desktop spreadsheets that are not accessible by systems-of-record
- Customer entered and customer maintained data needs to be incorporated into customer insight apps
- Public domain information (eg. tax records) must be incorporated into customer insights
Solution- Implement continuous real-time data import from systems-of-record
- Implement continuous real-time data import from department-level computers and desktop applications
- Implement continuous real-time data import from public domain sources
- Implement continuous real-time data import directly from customers
Impact- Deeper key customer insight
- Enables all customer information, regardless of where it resides, to be incorporated into 360 degree view of customer relationship and customer activities
Why Fractal- Fractal Programming enables continuous real-time data import
- Data import tools work with internal and external data sources, including public domain data
- Data import tools work with desktop resources such as spreadsheets and text files in addition to data exports from systems-of-record
- Customer data entry / import supported
Problem- The scale of customer base can make data management and automated communication challenging
- Customers need to be able to update contact information and preferences to track changes in their internal organization
- Contact information for problem notification can be different than billing contact
Solution- Customer portal that enables customers to update their contact information and preferences
- Internal support portal for use by call center and key accounts team to track and update customer contact information
Impact- Customers proactively notified and updated on issues
- Organizational and contact changes continuously tracked and updated
Why Fractal- Fractal enables data portals to be easily built for both internal and external customer use
- Flexible database definitions enable easy addition of attributes for tracking priority accounts
- Native email, text and voicemail communication for alerting and alarming
- Solution scalability for entire customer base
Problem- Customers want access to their data on digital devices
- Customers want to do scenario analysis
- Customers want budget forecasts
- Customer want to supplement their data
Solution- Parallel customer care and billing system that is accessible from customer's digital devices
- Instant customer visibility to their real time bill
- Customer can test scenarios in real time
- Customers have easy access to budget forecasts
- Customers can self-service their data needs which frees up key account and call center resources
Impact- $10 million development cost savings and customer support cost reduction for customer information portal
Why Fractal- Delivered a parallel customer care and billing system in 90 days with 90% less cost than legacy system
- Application provides customer rate plan scenario analysis, budget forecasts, green energy metrics, and enables customer to enter supplemental information about energy efficiency projects
- Customers can self-service their information needs on web portal from their digital devices
Problem- Customers increasingly requesting programmatic access to their data
- Large customers want convenient access to their entire portfolio of accounts and associated information
- An API is necessary in order to make many third party services available to customers
Solution- Web services API's are exposed as components of parallel systems for managing billing data and customer information
- Customers can access the data both via interactive web portals and via programmatic APIs
- Multiple data format supported (JSON, XML, CSV) as well as custom data formats
Impact- Increased customer satisfaction
- No additional load on IT resources
- Third party services easier to enable for customers
Why Fractal- Delivered parallel data management system with Fractal Programming
- Make all customer data available without imposing any load on legacy systems-of-record
- Consistent interface and interaction for customers across all data types and data requests
Ready to see Fractal in your environment?
90 days, your production data, zero disruption to existing systems.
