Ferguson operates in a dynamic marketplace where buyers range from small plumbers to billion-dollar refineries, and new housing trends affect product demand. In this climate, sales teams must anticipate customer needs and react quickly to changes in behavior. “The pressure on our sales team is high,” says Christopher Clark, director of customer experience and market research. Historically, a data-driven culture led to industry-leading service excellence, “but reliance on emailing Microsoft Excel spreadsheets was inefficient,” says Clark.
The customer experience group needed a better business analytics solution with greater usability and sales team adoption. Ferguson’s IT operations and security staff had already deployed Splunk Enterprise and introduced the platform to Clark and his colleagues. “I was blown away with the instant access to intelligent visual reports, the broad scope of use cases, and the embedded security in Splunk Cloud,” says Chandra Vaughan, customer experience and marketing analyst.
SLAIT Consulting partnered with Splunk and proposed a streamlined approach that would break down data silos at Ferguson. This included a holistic assessment to determine the best data sources for the company’s business analytics strategy.