Cambodian telecommunications operator Smart Axiata has chosen enterprise data cloud company Cloudera to help it to accelerate its business performance.
Through this partnership Smart Axiata hopes to use data to improve its customer service and deliver targeted offers that anticipate the needs of its eight million customers. This, the partners say, is in line with the brand’s commitment to building a digitally-savvy society in Cambodia.
Smart Axiata handles massive volumes of data daily. Previously, the company used separate data lakes running on a traditional data warehouse.
This, however, resulted in various data silos that hindered cross-functional collaborations and prevented the organization from effectively utilizing its data. It also required excessive resources to manage these disparate systems and made it impossible to track data flows and lineage.
With Cloudera’s support, the cloud company says, Smart Axiata has moved from multiple data lakes and a traditional data warehouse to a single data lake.
Since the implementation of this single data lake, Smart Axiata has been able to process large volumes of data and derive more detailed insights to deliver a better customer experience.
Where reports could previously only be generated daily, more granular reporting can now be completed hourly to provide real-time visibility of the customer experience across touchpoints. This allows Smart Axiata to quickly resolve any network-related issues in addition to delivering contextual real-time marketing to customers.
Kalyan Achyutuni, chief information officer of Smart Axiata, says, “The solution has also enabled us to produce an app for customers, which has allowed Cambodians to manage their accounts and services at their own convenience and improve their digital savviness. Customers can troubleshoot their own issues, while the load on our call centre agents has been reduced by 40%.”