BRIDGEi2i delivered user experience analysis for a global technology company by analyzing large amounts of structured and unstructured customer feedback data to identify critical issues and areas for improving IT customer experience. They performed text mining on emails and forums to gain insights such as top conversations and sentiments. Analysis of structured service ticket data identified common IT issues. Survey analysis highlighted customer ratings and sentiments along with key improvement areas. The user experience analysis provided a detailed breakdown of challenges and opportunities for enhancing IT services and products across regions, helping the client reduce costs and improve user satisfaction.

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Customer Case Study
Information Insight Impact
BRIDGEi2i delivers User Experience Analysis with insights into the most critical issues and areas
of improvement for the IT customers of a leading global technology company.
Business Challenge
The global networking giant wanted to improve customer experience for their IT based services & products. They
wanted to create a pervasive user experience by converging user feedback across different platforms. Millions of user
feedback entries came in regularly through emails, forums, tickets and surveys. The challenge was to collate the large
amount of structured and unstructured data to understand the problems addressed at different points in time and
cluster them across different services and regions.
BRIDGEi2i Solution
BRIDGEi2i performed extensive text mining on the unstructured data from emails and threads between the initiator
and the IT resolver platform to gain insights such as top conversations, sentiments etc. on the customers requiring
immediate attention and systems requiring immediate resolution. BRIDGEi2i also analysed the structured big data of
service tickets to identify the common IT related issues and performed survey analysis to highlight customer rating
and sentiments along with key areas of improvement.
User Experience Analysis
Business Impact
The User Experience Analysis provided a detailed drill down analysis into their IT services & products across different
regions/departments. The challenges for the user experience across different regions along with areas of
improvements provided sentiments across top conversation categories and high priority incidences, helping the client
make IT User Experience much easier to maintain, reducing their maintenance costs and improving user experience.
About BRIDGEi2i
BRIDGEi2i is an analytics solutions company partnering with businesses globally, helping them achieve accelerated
outcome harnessing the power of data. BRIDGEi2i helps companies to BRIDGE the gap between INFORMATION,
INSIGHT and IMPACT in their journey to institutionalize data driven decisions across the enterprise.