Prosenjit Sengupta
CIO Aug 30th 2017

Digital Innovation Strategy

Knowing the importance of customer experience, Volkswagen Group Sales India decided to tackle its business problem with a new initiative called Customer Journey 360.  The uniqueness of this project is leveraging the existing technologies to offer a cost effective and user friendly data lake solution. With this new project, they believe to take a step towards informed customer engagement, by monitoring future sales and marketing activities better.

By using SQL database along with its built-in connectors to the CMDB platform and Qlikview as the data visualizer, this solution integrates customer interaction and transactional data from more than 10 associated systems. Another feature of this project is the unique identity for all established customers. This ID helps in identifying demographics, social presence, satisfaction levels and share of wallet. This agile development methodology is expected to help in targeted marketing campaigns. It results in reduced expenses for acquisition and increases the opportunities for cross-selling and up-selling.

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