Solutions > Use Cases > Customer Insights

Search-Driven Customer Insights

All customer information—from support tickets to site logs—in one comprehensive view.

Allstate
Allstate found that analysts and customer services reps were spending too much time looking through various network drives, databases, and data warehouses when researching claims and talking to customers. With Fusion, the team created an app that indexes, ingests, and enriches all these different data sources and then automatically creates a 360-view of every customer. This gives analysts and reps one point of access so they spend less time hunting for the right document or record, and more time serving the customer with excellent service.

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Search Across Silos and Systems

Your customer data comes from many sources including siloed internal databases, online systems (CRM, ticketing, log activity), applications and services. Fusion can connect to data behind any source, matching CRM records with marketing activity, support tickets with purchase history, and so everybody – sales, marketing, support – has a full 360 view of every customer. Our connector framework is easily extensible to create adapters for custom endpoints for proprietary systems or other protocols.

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One Query for Everything

If users have to know advanced SQL queries or other technical language, you’re putting a barrier between your users and the information they want. Fusion supports a number of the most popular online services and cloud platforms today.

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Superior Real-Time Data Integrity

When data is coming from so many sources, it might not always be up-to-date – especially when pulling from online services or activity logs. Fusion provides real-time access to your applications including transaction logs handling billions of records per day so when a user runs a query, the results include everything up to right now.

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