How Advanced Analytics Helps Businesses Deliver Better Customer Experiences


The ARC team provides performance insights and competitive benchmarking. Airline executives, for example, can access Tableau’s interactive dashboards through ARC’s proprietary solution; there they can “see the story” behind their transactional data and drill down into the details.

“They can look at market share, see how they’re doing compared to their peers, see where the industry is heading, and figure out what to do next,” he says.

ARC previously relied on an on-premises data warehouse, but to improve performance and scalability, the company began migrating to an Amazon Web Services data lake four years ago. Previously, the company was limited by its technology and could only process data on a monthly or weekly basis. Now it can update the data daily.

“We can take full advantage of our cloud technology stack by providing the right level of speed and flexibility to our customers,” says Gupta.

Use AI to deliver faster service

Based in St. Paul, Minnesota, Ecolab provides solutions and services that advance food safety, maintain clean and safe environments, and optimize water and energy use on nearly 3 million customer sites around the world.

Ecolab’s 25,000-member field service team relies on vast amounts of data, including product, service, and repair information, as well as SAP and chain data. global supply chains to provide support and faster repairs at customer sites.

In the past, field service employees often had to call the company’s customer support center to find the right information, says Masaood Yunus, IT director of mergers and acquisitions, innovation and architecture at Ecolab business.

The company used Microsoft Bot Framework in 2019 to create Ecolab Virtual Assistant (EVA), an application that allows staff to use text or voice on their smartphones or computers to quickly find and access service information so that they can help customers faster.


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