Improving customer experience and the role of data is a hot topic right now, so I’m delighted to share our latest customer story from the CEO of Intelliflo, a UK financial services and wealth management organisation. Intelliflo has 30% of the UK market and services 19,000 users who manage over £300 billion in assets under advice.
Intelliflo started gaining business value from their data very quickly, and are now using analytics to:
- Gather insight into what a customer’s NPS scores are to help impact customer retention
- Have a window into its business analytics in real time
- Correlate Salesforce.com, user data, call reports, phone calls and events in other systems
- Analyse how customers are using its multi-tenant SaaS platform by looking at usage patterns
Intelliflo started using Splunk for business analytics but use has evolved to IT Operations to help fix IT issues and reduce Mean Time To Resolution (MTTR). The organisation further extended its use of Splunk - positively impacting its development processes as a result. Intelliflo has been able to swap out third-party tools, use the data in Splunk for marketing, and also help improve customer retention.
My favourite quote was that “using Splunk, it is now one or two clicks for what used to take days, weeks, months or we just couldn’t do before”.
If you’d like to find our more stories of unlocking business value from data then have a look at our “Data Secrets Revealed” book. If, after reading the case study, you’d like to find out more about Intelliflo’s use of Splunk then have a look at their detailed presentation from .conf2016.
Thanks for reading.