Customer Experience Analytics for Service Operations
Connecting operational SAP data with analytical environments to reveal where customers experience friction across the service journey.
- SAP
- Tableau
- JupyterLab
- Superset
- Power BI
The business challenge
Customer experience information was distributed across operational and analytical environments. Customer Care needed visibility into the customer journey, but the information required did not exist in one reporting platform. SAP information had to be combined with other operational and analytical sources — connecting data integration to a business question: where are customers experiencing friction throughout the service journey?
The solution
Z&C worked with SAP data and integrated it with analytical environments including Tableau, JupyterLab and Superset, while supporting the broader Power BI modernization effort. Data was prepared and transformed so operational information could be evaluated alongside customer-care metrics — examining the experience as a sequence of interactions rather than isolated transactions.
Implementation
How the system was built, step by step.
Data integration
SAP data combined with operational and analytical sources; information prepared for analysis, not locked in its original system.
Journey analytics
Customer journey stages, operational performance, care activity and process KPIs analyzed together.
Consumption layers
Power BI and other analytical tools matched to each use case — from operations to customer-care teams.
Business results
What changed for the business once the system was live.
Journey visibility
Teams can analyze friction points across the service journey, not just individual transactions.
Operational + CX together
Customer behavior, operational performance and service experience in one analytical view.
Case positioning
Enterprise data integration, connected to the question the business actually needed answered.