Technology Reply has engineered the “Central Customer Database” for a multinational company which operates in the automotive sector. Aim of the platform is the collection and analysis of data related to the customer experience: all the information about the times and ways customers get in touch with the company, with its products and its services.
Below are summarized some of the requirements that the system meets:
In order to meet the listed requirements, it is necessary to guarantee all information availability in terms of quality and usability.
The information is collected from multiple sources (corporate legacy, sales network, web portals, surveys, providers, etc.) and stored in the database of the Central Customer Database.
The main feature of the Central Customer Database is therefore the ability to process, analyze, recognize, control, enrich and integrate the data received with the information already available in the database.
As the system is active in Europe, South America, the Middle East and some African countries, the actions taken must be consistent with the characteristics of each individual country (legislation, topography, telephone coding, etc.)
Technology Reply has been involved in the study, design and implementation of the data acquisition and processing components, together with a Front End environment dedicate to the data analysis and management.
The Back End component has been built in an Oracle 12c environment, using highly configurable PL/SQL native components that support different sources.
End user can analyze and manage data through a web portal based on an MVC architecture using different frameworks such as Spring, Struts, Ibatis, jQuery.
Main features of the portal have been exposed as web services using Apache AXIS engine for the implementation of the SOAP protocol, while the authentication phase has been realized through two-way-ssl handshake.
A Business Intelligence environment has also been realized leveraging on the enterprise QlikView platform; this system provides a significant number of analyses and precalculated KPIs and allows advanced users to self produce reports to meet their specific needs.
Main functionalities of the solution: