How to Reduce Customer Complaints by Improving Data Usability
Achieve business outcomes with good data
With the Smart Data Platform, organizations can:
Enrich data automatically at scale using AI
Map business and data assets enterprise-wide
Fix data quality issues using ML-based automation
Export and share trusted data with applications to drive insights and decisions
The Challenge
Importance of Customer Data
Customer data is a critical asset that helps organizations:
Analyze customer relationships
Respond appropriately to customer needs
Improve brand reputation
Data quality plays a strategic role in:
Cost control
Marketing reach
Decision-making
Customer experience
Data Quality in Reporting
Data quality is essential to deliver the best customer experience.
Accurate and trustworthy data:
Improves understanding of customers
Enables effective communication (addresses, emails, phone numbers)
Enhances marketing effectiveness
Clean data has a direct impact on:
Net Customer Rating (NCR)
Net Promoter Score (NPS)
Data Governance
Data quality and data governance are closely linked.
Data quality cannot exist without good data governance
Modern data governance is a hybrid of automation and manual strategies
Both are essential for becoming a truly data-driven organization
Use Case Overview
Objective
Reduce customer complaints by improving data usability and quality.
Solution Approach
The solution can be deployed:
In the cloud
On-premise
As a managed service
Implementation Phases
System and data analysis (2 weeks)
Data profiling and data recipes creation (2 weeks)
Key Capabilities
ML-driven data quality transformations
Automated identification of dirty data
Quarantining exceptions requiring manual intervention
Continuous monitoring using Data Quality Index (DQI)
From Data Collection to Data Interpretation
The solution helps organizations:
Identify linkages between business processes, KPIs, and data assets
Define corrective actions based on insights
Acquire governed external data assets
Automate data quality to build customer trust
Enable near real-time personalization
Improving Reporting Standards
Businesses invest heavily in data, AI, and analytics—but sustainability depends on quality data.
The platform enables:
A strong foundation for data strategy
Scalable and sustainable data initiatives
Trusted, usable, enterprise-wide data
Benefits
Business users manage data quality without IT dependency
Data teams focus on high-value tasks
Single source of truth for enterprise data
4 Key Capabilities
Data Discovery & Patterns
Understand customer data, patterns, and relationshipsData Quality Transformation
Apply consistent data quality rules across departmentsError Handling
Automate data quality processes enterprise-wideData Recipes
Central repository for all data checks
Key Features of the Solution
Business-driven Data Quality Management
Data Quality Index (DQI) to measure and monitor progress
Custom Data Quality Transformations using Python, R, or SQL
Collaboration-based Machine Learning for supervised automation
Business Impact Analysis to assess the effects of bad data
The absence of a unified software development platform across the organization and its vendors.
Reducing vehicle development cycles from 60 months to 36 months for faster time-to-market.
Lack of visibility for software development, leading to production delays.
Our Approach
To tackle these challenges, we implemented a robust ALM
(Application Lifecycle
Management) solution:
Unified Software Development Platform:
Consolidated multiple vendor tools into a single, standardized and scalable ALM platform
Scalable Infrastructure:
Started with 2 servers, expanding to 24 servers supporting 2,000 BUs and integrating 15+ tools.
Language Support:
Established four accessible helpdesk channels—Hotline, Service Request Portal, Chat, and Email.
Agile Resource Management:
A team of 40 (scaling up to 52 during peak periods) ensures smooth operations for 30,000+ users, peaking at 45,000 users.
Automation & Cost Optimization:
Developed automated workflows, reducing IT spend while optimizing team efficiency.
Global Platform Reach:
Supporting 45,000 users across 55 countries, ensuring scalability and seamless collaboration.
24x7 support across hundreds of business units and divisions globally:
Established four accessible helpdesk channels—Hotline, Service Request Portal, Chat, and Email.
Knowledge Management & Business Continuity:
Implemented a structured knowledge-sharing system and an integrated Business Continuity Plan (BCP) at no extra cost. integrating 15+ tools.
The Business Impact
The transformation delivered measurable improvements in IT operations:
Accelerated Development Cycles
Reduced vehicle software development timelines from 60 months to 36 months.
Improved Reliability
Introduced a four-layer technical backup plan per shift to guarantee uninterrupted operations.
Saving Costs with a Centralized Platform
Enabled cost savings by consolidating R&D lab operations into a single, streamlined platform, reducing inefficiencies and overhead expenses.
Increased Efficiency & Reusability
Standardized development processes and enabled seamless software reuse across vendors
Optimized IT Spend
Enabled dynamic scaling of infrastructure and teams, ensuring cost efficiency
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