Kyvos Enables Superior Experiences for 230Mn Customers

About the Customer

A global leader in digital creativity and document solutions

One of the most recognized names in the tech industry, the company empowers 160,000+ organizations worldwide, including 40% of Fortune 100. With a workforce of 30,000+ professionals and $20B in annual revenue, it continues to lead the way in AI-powered creativity and digital transformation.

Challenges

Diverse data sources and disconnected departments hindered customer insights

With over 24 distinct business areas and millions of unique buyers, the company faced challenges in analyzing vast volumes of interaction-level and click-level usage data it collected.

Fragmented data sources: Customer data originated from call centers, web interactions, churn analysis, marketing, purchases and product usage. This made consolidation complex.

Limited cross-functional insights: Disconnects between the data collected across departments made cross-functional analysis difficult.

Non-standardized reporting: Over 1000 analysts reported on 80 customer metrics collected from 20+ source systems, which led to inconsistent reporting.

Disjointed BI landscape: Different business units relied on their preferred BI tools and showed reluctance to adopt new solutions.

Business Goals

Comprehensive and detailed visibility into customer journeys

The technology leader aimed to establish a unified, customer-centric analytics environment to accelerate decision-making and drive growth across new and existing customers.

Consolidate data from different customer touchpoints and create a holistic view of customer interactions with products and services.

Enable cross-departmental analysis by breaking down silos and standardizing reporting across business units.

Understand customer journeys to boost sales, improve retention and deliver superior experiences.

How Kyvos Helped

Delivered 360-degree customer views and sub-second insights

Kyvos semantic layer transformed the company’s analytics landscape by unifying fragmented data across the buying journey and experiences of 230 million customers, enabling teams to deliver superior customer experiences and drive revenue growth. We built advanced data models, enabling deeper visibility into customer interactions.

Consistent metrics: Established a single source of truth for reliable, enterprise-wide reporting.

Multidimensional analytics: Kyvos’ AI-powered smart aggregation empowered analysts to build a single 12 TB model with 24 months of data. With multiple dimensions and measures, the model delivered instant, granular query responses with drill downs capabilities.

Concurrency at scale: Supported data access to thousands of concurrent users without performance degradation.

Automated data refresh: Implemented weekly incremental refreshes with a 2-year sliding window to ensure data freshness and reduce manual overhead.

Seamless BI integration: Provided native connectivity with BI tools, like Excel, Tableau and Power BI, allowing teams to continue using familiar platforms without disruption.