Enhancing the Customer Experience and Taming Technical Debt
Global Managed Service Provider
The Challenge
Following a period of rapid growth through acquisitions, this leading IT services provider faced mounting challenges maintaining a consistent, high-quality customer experience on its web portal. Disconnected systems, duplicate data sources, and mounting technical debt increased costs, slowed decision-making, and eroded customer trust. The company needed to merge and streamline its data, improve the performance of its customer-facing platform, and reduce technical inefficiencies—all without disrupting service.
The Solution
Evolution Analytics conducted a business-focused data strategy assessment and roadmap, prioritizing high-impact data and analytics use cases and aligning supporting technologies accordingly. A modern data platform was built to integrate and centralize historical data, dramatically improving the performance of the customer portal and enabling timely, actionable analytics.
As a Snowflake partner, we leveraged Snowflake’s Data Sharing and Source System Plug-ins to eliminate redundant systems—saving the client tens of thousands of dollars in licensing, infrastructure, and maintenance costs. The result was not only operational efficiency, but also a significantly improved customer experience, powered by greater transparency and deeper insights.
EA Capabilities
Data and Analytics Strategy
Modern Data Architecture
Decision Driven, Visualizations
Supporting Technologies
Value Delivered
Customer Experience Elevated: The customer-facing application was fully refactored to leverage the new integrated data platform, significantly improving performance and functionality.
Operational Gaps Closed: For the first time, leadership had a holistic view of customer and system data—enabling the identification and resolution of critical discrepancies.
Data Confidence Restored: Master Data Management (MDM) processes were implemented to ensure consistent, trusted reporting across applications—boosting internal confidence in data-driven decisions.
Technical Debt Slashed: Inefficiencies in service level agreements were uncovered, and revenue leakage was addressed. The client saved tens of thousands of dollars through platform consolidation and process optimization.
