The Power of a Complete 360° View of the Customer - Digital Transformation for Business Survival

© Copyright Mastek Americas [2020]. All Rights Reserved
Date: June 17th, 2020
Digital Transformation for Business Survival
The Power of a Complete 360°
View of the Customer

© Copyright Mastek Americas [2020]. All Rights Reserved 2
Brief Speaker Introductions
“There’s no shortage of remarkable ideas, what’s missing is the will to execute them.”
Paul Moxon
SVP, Data Architecture
Mike Cristancho
Director, Solutions Consulting
Mike Graziano
SVP, Alliances

TM
• Introduction to Mastek & Denodo
• What is Data Virtualization?
• Macro-View, Why Should You Care?
• Data Stakeholder Personas
• Client Success Stories
• Questions & Answer
Agenda

38 years
Delivering mission critical
enterprise applications
7+ years
Average Customer Relationship
7 Regional
Offices across NA, EMEA, APAC,
Middle East, and UK
2700+
Experienced IT Professionals
$4.5+ Billion
Dollars in annual online revenue for
our customers
400,000+ orders
retailer orders each day
Mastek Group Overview
Locations:15+
Fortune/IR 500 Enterprises
that Mastek partners with
100+ Petabytes
Largest EDW Data Program for
Global Customer
20+
World Class Alliances for
Delivering Digital
Transformation to Clients
Digital Transformation Partner

Hyper-Focused on Client Success – Multiple Verticals

Denodo Technologies Overview
DENODO OFFICES, CUSTOMERS, PARTNERS
HQ in Palo Alto, CA.
Global presence throughout North America,
EMEA, APAC, and Latin America.
CUSTOMERS
800+ customers, including many F500 and
G2000 companies across every major industry
have gained significant business agility and ROI.
FINANCIALS
Backed by $4B+ private equity firm.
50+% annual growth; Profitable.
The Leader in Data Virtualization
LEADERSHIP
▪ Longest continuous focus on data
virtualization – since 1999
▪ Leader in 2018 Forrester Wave – Big
Data Fabric
▪ Challenger in 2019 Gartner Magic
Quadrant for Data Integration Tools
▪ Winner of numerous awards

Data is A Running Joke in Most Organizations...

What is Data Virtualization
Data Virtualization combines disparate data sources, without replicating
the data, into a single “virtual” layer that provides integrated data
services to consuming applications or users in real-time
Modern Data Integration Technology

Unified Data Integration and Delivery for the Business
1. Single Access Point to all Data
at any location
2. Semantic Layer – Expose Data
in Business-Friendly form,
adapted to the needs of each
consumer
3. Abstract changes in the
underlying infrastructure
4. Single entry point to apply
security and governance
policies
5. Avoid data replication: Up to
80% reduction in integration
costs, in terms of resources
and technology data

Use Cases for Data Virtualization
Typical
Use Cases
Virtual DM
Development Acceleration
Logical Data Warehouse
Rapid Prototyping
SemanticCanonical Model
Curated Enterprise Views
Security Layer
General Data Provisioning Virtual MDM
Real-Time Access
System Integration
System or Cloud Migration
Data Lake Access
Future Proof (Abstraction)
Self-Serve DS/BI/Analytics
Data Service Provisioning

Macro-View of The Industry
Data is Distributed, in Every Format, and Needed by All
Business
Teams Focus
on Data
Visualization
& Analytics
IT Teams
focuses
on Data
Collection,
Storage and
Implem-
entation
Lack of Focused on Data Integration, Data Delivery &
Data Governance
Stakeholder Challenges
CIO
Lack of governance, inability to
respond faster to ever changing
BI needs
CFO
Margin improvements, ROI, Cost
Analysis
CMO
Single view of customer
and business to launch campaigns
& drive cross sales
IT
High operational cost, high
CAPEX spend due to data
integration complexity
BIZ
Relying on spreadsheets for day to
day job & finding it difficult to
prototype models quickly due to
data integration complexity

1 2 3
Value Drivers in a COVID-19 Landscape
Why Should You Care?
Speed to Market / Agility Doing More With Less Distributed Data
1. Respond to customers
2. Make strategic investments
3. Competitive landscape
4. Redundancy and Cloud
trends
1. Budgets slashed
2. Organizational headcount
has been impacted
3. Work from home flexibility
4. Minimize IT overhead
1. Complexity; more
applications and systems
than ever!
2. Mergers and acquisitions
3. Data clarity, compliance,
and governance

Data Consumer / Stakeholder Personas
Understand that each use case for data is unique
B2C/Retail
Customers
B2B Customers Dealers, Vendors,
Suppliers
Internal Business
Users
Internal
Technology Users
Orders Orders Accounts Payable Analytics Performance
Reporting Invoices Aging Reporting Errors
Inventory Accounts
Receivable
Purchase Orders Customer Service Analytics
Loyalty Pre-Book Quoting Sales Funnel MDM
Social Proof Supply Chain Procurement Advertising Cloud Technology
Point-Of-Sale Quoting Process Mgmt MDM Compliance
CDP Governance Governance
e.g. Comptroller e.g. CIO/CTOe.g. CMO/Directore.g. Sales VPe.g eCommerce Mgr

TM
Business Vertical Based
Client Stories

B2C / Retail Example
Client Stories
Marketing
Campaigns
Website Browsing Fraud Score
Offline Order Digital Order In-Store POS Order
Mobile App Social Proof Kiosk / Touchless
Subscriptions Products Purchased Returns
Loyalty Credit Card (MC) Demographic Data
(BDI/CDI)
Internal Report - Director of eCommerce / Customer Insights
The GAP (Fortune 186)
Macy’s (Fortune 110)
Inditex (Fortune 408)
Eroski Group
Chick-fil-A
E&J Gallo Winery
Louis Vuitton
T-Mobile
Consumer = Shoppers like people on the webinar

Caterpillar (Fortune 58)
Boeing (Fortune 28)
FESTO
Schaeffler
Volkswagen
TE Connectivity
Daimler
Cummins
Cymer
Renault
Volvo (Fortune 253)
B2B / Manufacturing / Distribution Example
Client Stories
Marketing Campaigns Sales Eligible Lead
Delivery
Total Leads
Offline Order Digital Order First Response Time
Sales Pipeline Sales Close Rate Monthly Recurring
Revenue
Customer Satisfaction Products Purchased Customer Lifetime Value
Compliance and Tax Payment Data Website Traffic
Quota Retirement Margin Achievement
Internal Reporting - Director of Sales
Consumer = Businesses and Prospects.

Accelerating Business Insight with Data Virtualization
200-Year-Old leading non-profit American publication for standards of quality for drug substances
Challenges
Company faced many challenges with data
governance and data quality (DB links and redundant
data copies) that minimized their ability to steer the
business.
Many disparate, complex data sources made
integration costly. Inconsistent data between
sources lack of referential integrity and created
compounding issues throughout the business.
Solution
• Mastek implemented Denodo Data Virtualization to
demonstrate tools capabilities
• Identified key business cases and delivered a working
solution in less than 6 weeks
• Provided visibility to data lineage, eliminated
redundant business logic, centralized data flow and
empowered business owners with visibility, supported
data cleansing and governance
Results
• Empowered data developers with a cheaper and 10x
faster solution than previous workflows
• Provided derived views previously deemed “impossible”
by company operational standards
• Improved confidence in delivering accurate and governed
data results
• Provided native connection to Tableau suite of reports for
directors and upper management
• Projected annual savings of nearly $460,000 due to
reduction in manual effort
10x
cost savings from
minimizing
day-to-day
manual work
“I’m very proud of the work the
entire team has done. Really excited
to see how our stakeholders are
swayed by the capability and see
immediately how it can enable their
work.”
- Enterprise Architecture Director

Denodo / Tableau Derived View Example

Finance, Health, Telecommunications, Other
Client Stories
JP Morgan Chase (Fortune18)
UBS
Bank of New York-Mellon
Bank of the West
BNP Paribas
Nomura
Santander
Visa
Sumitomo Mitsui Bank Trust
Prior Year Group Total
Assets
FY Group Total Assets Group Asset Growth
Funding Limit Liquid Assets Ratio Prior Year Society Shares
FY Society Shares Society Shares Growth Prior Year Group Profit
for Year
Group Profit for
Current Year
Profit Change Total Net Income
Total Number of Staff Staffing / SG&A Loans Prior Year
Loans Current Year General Reserves Free Capital
Internal Reporting – C-Suite Leader, Lending
Consumer = Board, Investors, Stock Market, Management
T-Mobile (Fortune 42)
Telefonica
Charter Spectrum
KDDI
Telenor
Etisalat
Vodafone
Ericsson
Jazztel/Orange Group

Accelerating Customer Service with Data Virtualization
European Telco provides enhanced customer services and improves customer satisfaction rating
Challenges
Jazztel was challenging large incumbent service
providers in the Telecoms space and decided to
differentiate themselves by delivering the best
quality of customer service to their clients.
They needed to integrate customer data from many
disparate, complex data sources and empower the
contact center agents to use this data to quickly
resolve customer problems.
Solution
• Jazztel implemented Denodo Data Virtualization to
integrate data from 47 backend systems a present the
data on a ‘single pane of glass’ for the contact center
agents.
• The data was retrieved from CRM, Incident
Management Systems, Network Management Systems,
Diagnostic Systems, and external data sources such as
credit rating agencies
• The Denodo Platform delivered this information to
more than 3,000 call center agents with strict SLAs.
Results
• The Denodo Platform enabled the Jazztel contact center
agents to see all of the customer data without having to
switch between applications.
• The First Call Resolution (FCR) rate increased to over 90%
• The Average Handle Time (ACH) was reduced by 10%
• Customer satisfaction increased to 95%
• 50% reduction of back office work as more issues were
resolved by the contact center agents
50%
reduction in
customer churn
rate
“Denodo is our main partner in the
contact center as it enables high
quality interactions and we have
noticed significant improvements in
customer call times and in solving
customers’ problem on the very first
call.”
Juan Manuel Monedero
Director of Customer Applications, Jazztel

Accelerating Customer Service with Data Virtualization
European Telco provides enhanced customer services and improves customer satisfaction rating

TM
Open Question
and Answer

TM
Paul Moxon
SVP, Data Architecture
pmoxon@denodo.com
Mike Cristancho
Director, Solutions Consulting
mike.cristancho@mastek.com
Mike Graziano
Senior Vice President
graz@mastek.com
Aniket Bharambe
Senior Director, Digital Services
aniket.bharambe@mastek.com
Thank You.

The Power of a Complete 360° View of the Customer - Digital Transformation for Business Survival

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