How to Reduce Customer Complaints by Improving Data Usability

Case Studies

How to Reduce Customer Complaints by Improving Data Usability

Achieve business outcomes with good data

With the Smart Data Platform, organizations can:

- Enrich data automatically at scale using AI
- Map business and data assets enterprise-wide
- Fix data quality issues using ML-based automation
- Export and share trusted data with applications to drive insights and decisions

Importance of Customer Data

Customer data is a critical asset that helps organizations:

Analyze customer relationships
Respond appropriately to customer needs
Improve brand reputation

Data quality plays a strategic role in:

Cost control
Marketing reach
Decision-making
Customer experience

Data Quality in Reporting

Data quality is essential to deliver the best customer experience.

Accurate and trustworthy data:

Improves understanding of customers
Enables effective communication (addresses, emails, phone numbers)
Enhances marketing effectiveness

Clean data has a direct impact on:

Net Customer Rating (NCR)
Net Promoter Score (NPS)

Data Governance

Data quality and data governance are closely linked.

Data quality cannot exist without good data governance
Modern data governance is a hybrid of automation and manual strategies
Both are essential for becoming a truly data-driven organization

Use Case Overview

Objective

Reduce customer complaints by improving data usability and quality.

Solution Approach

The solution can be deployed:

In the cloud
On-premise
As a managed service

Implementation Phases

System and data analysis (2 weeks)
Data profiling and data recipes creation (2 weeks)

Key Capabilities

- ML-driven data quality transformations
- Automated identification of dirty data
- Quarantining exceptions requiring manual intervention
- Continuous monitoring using Data Quality Index (DQI)

From Data Collection to Data Interpretation

The solution helps organizations:

Identify linkages between business processes, KPIs, and data assets
Define corrective actions based on insights
Acquire governed external data assets
Automate data quality to build customer trust
Enable near real-time personalization

Improving Reporting Standards

Businesses invest heavily in data, AI, and analytics—but sustainability depends on quality data.

The platform enables:

A strong foundation for data strategy
Scalable and sustainable data initiatives
Trusted, usable, enterprise-wide data

Benefits

Business users manage data quality without IT dependency
Data teams focus on high-value tasks
Single source of truth for enterprise data

4 Key Capabilities

Data Discovery & Patterns
Understand customer data, patterns, and relationships
Data Quality Transformation
Apply consistent data quality rules across departments
Error Handling
Automate data quality processes enterprise-wide
Data Recipes
Central repository for all data checks

Key Features of the Solution

Business-driven Data Quality Management
Data Quality Index (DQI) to measure and monitor progress
Custom Data Quality Transformations using Python, R, or SQL
Collaboration-based Machine Learning for supervised automation
Business Impact Analysis to assess the effects of bad data

Achieve business outcomes with good data

Team needed a fully automated solution that
paralleled their business process to be implemented in
Jira. The challenge was to create a fully automated
process in the Jira cloud only using the out-of-box Jira
features, along with limited add-ons.
Team needed a fully automated solution that
paralleled their business process to be implemented in
Jira. The challenge was to create a fully automated
process in the Jira cloud only using the out-of-box Jira
features, along with limited add-ons.

Use Case:

The client wanted to implement Jira cloud and Atlassian
Guard along with automation, change management and
integration of Jira with a customer-facing portal.

Background:

An integrated business services company, headquartered in
London, having offices in 17 countries throughout the UK, EMEA,
USA, and Asia. They provide digitally enabled solutions, with a
unique combination of market and consumer insight,
customer communications strategy, technology, and
transformational expertise.