TigerGraph > Case Studies > Technology Giant Enhances Customer Experience with TigerGraph

Technology Giant Enhances Customer Experience with TigerGraph

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 Technology Giant Enhances Customer Experience with TigerGraph - IoT ONE Case Study
Technology Category
  • Cybersecurity & Privacy - Intrusion Detection
  • Platform as a Service (PaaS) - Application Development Platforms
Use Cases
  • Behavior & Emotion Tracking
  • Inventory Management
  • System Integration
The Customer

Technology Giant

About The Customer
The customer is a Fortune 50 company and one of the largest technology corporations globally, employing over 150,000 people. The company offers a comprehensive portfolio of IT hardware, software, and service solutions. It is renowned for its innovations in supply chain management and electronic commerce. The company was seeking to enhance its customer experience by developing a new core customer 360 record system that would offer a product recommendation system and entity resolution feature.
The Challenge
The Fortune 50 company, one of the largest technology corporations in the world, was seeking to develop a new core customer 360 record system. This system was intended to offer a product recommendation system and entity resolution feature. The goal was to create accurate customer profiles that displayed hierarchical relationships, thereby delivering an exceptional customer experience when customers interacted with their centralized database for various functions such as purchasing products or requesting services. The company also desired a system that was scalable and more efficient than their previous one. This operational function for their customer 360 was deemed critical to their competitive advantage in the market. The system was to consist of a centralized data source that would serve as the core of the customer data platform.
The Solution
The company chose TigerGraph as the foundation for their new platform for master customer records. The challenge of overlapping customer records, resulting from multiple legacy systems’ data, needed to be consolidated for their digital customer identity management platform. This was necessary to gain a better understanding of their customer’s behavior. With TigerGraph now being used for entity resolution and identity management, the company can provide their customers with improved support, determine the next best action, know what content to deliver, and explore new customer engagement techniques.
Operational Impact
  • With the deployment of TigerGraph, the company now has a performant, scalable platform that can quickly return data from all their legacy systems. This operational deployment is based on microservices and leverages TigerGraph’s APIs. The company can now perform digital identity management and recommend the next best actions for engagement for a salesperson and customer care. They can also deliver content via email or online based on their current customer’s behavior, thereby enhancing the overall customer experience.
Quantitative Benefit
  • TigerGraph's platform can return data in milliseconds from all their legacy systems.
  • The platform is capable of pulling in data from over 50 different locations.
  • The new system is more scalable and efficient than the previous one.

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