360 Degree View of the Customer with Anypoint
Stop creating silos of customer data. Start harnessing holistic information that fosters stronger, more satisfying customer relationships.
Power your company with a complete and
accurate picture of your customer.
How well do you know your customers? Sure, you can access details like their name, address, and order information easily enough. But how complete and accurate is the picture? Can you describe their wants, needs, how they interact with you, what they’ve told your customer representatives about themselves – and how you can better serve them in the future? Research indicates that only about 10% of businesses have implemented systems that provide this important personal information.
You can gain a competitive edge by drawing upon comprehensive, accurate, real-time information to serve your customers better. Gathering and integrating customer data from a wide variety of systems and data sources can help deliver a 360-degree view of your customers – a view that can be accessed by customer service representatives, in-store personnel, marketers, and others who influence customer relationships.
Strengthen customer relationships through engaging, personalized experiences.
By enabling a 360-degree view, your company can access the current, accurate, and timely information needed for delivering seamless, high-quality customer experiences. By knowing your customers’ history and anticipating their needs, your staff can form positive, long-lasting relationships that can result in as much as a:
- 15-25% cost reduction
- 5-10% increase in revenue
This can also lead to increased customer retention – and studies show that even a 5% increase in retention can raise profitability by 75%.
Traditional approaches can’t connect all the dots.
With something as powerful as a 360 view of customers, there are numerous challenges to overcome. Most legacy systems cannot integrate the large number of fragmented systems that must work in concert to create a 360-degree view. Manual customer data management processes are time-consuming and error-prone. Point-to-point integrations between customer data systems are too complex to maintain, and the monolithic hub and spoke model doesn’t provide the flexibility needed to make changes.
It’s not uncommon for companies to start a Master Data Management (MDM) project intended to deliver a complete customer view. Then, 12 months later, IT still hasn’t delivered on the initiative. When an MDM functions as a data lake or warehouse or data store, efforts to use it to fuel a customer 360 are doomed; systems and customer preferences are changing too quickly to provide the timely, accurate, and flexible capabilities of a valuable customer 360.
Creating a single data and process management system that delivers one, actionable version of the truth is a complicated task. It’s especially difficult when there are so many different users with a very diverse set of business needs.
A true 360-degree customer view has
many critical requirements.
- Consistent and secure
Customer data must be correct and reliable as a source of truth. But with the proliferation of customer touchpoints, there are numerous disparate sources for customer data, and a lack of clarity around a single source of truth.
The broad scope of data that is required usually involves first-party data from direct customer interactions, second-party data collected from the company’s partners’ interactions, and third-party data about the customer that is collected from external parties not directly tied to the business. This customer data comes from more than one source and across multiple touchpoints, all of which produce different data points in ever-increasing volumes.
The 360-degree view must be in real-time and reflect the most recent updates so that actions or business processes can be executed in a timely manner. Customers expect you to be up to date so you can offer the services they want. Not doing so negatively impacts satisfaction and loyalty.
Consistent and secure
IT must maintain central governance to ensure data quality and security. But the large number of systems containing customer information, the volume of data in inconsistent formats, and the vast number of data consumers make it difficult and time-consuming to achieve the necessary consistency.
Companies must continuously evolve the customer 360-view as the business, technologies, and customers change. However, the number of systems and frequency of change in systems often requires dozen best-in-breed SaaS applications.
In today’s hyper-specialized world, a company’s ability to leverage customer data to deliver the right products and services, at the right time, and at the right place becomes a competitive differentiator. The customer 360 must contain insights into the next best action to acquire new customers or serve existing ones better.
With so many challenges to developing a 360-degree view, what is needed is a “system of systems.” The MuleSoft Anypoint Platform provides the required capabilities – and more – to deliver a trusted, accurate and complete 360-degree view that informs decisions and facilitate positive, productive customer experiences.
Enable a single customer view with MuleSoft.
MuleSoft Anypoint resolves many of these challenges faced by today’s organizations,
with many additional capabilities to enhance customer relationships.
- Consistent and secure
The unified platform provides end-to-end visibility and monitoring across connections and data sources, allowing users to manage the flow of customer data on a real-time basis. A single management console simplifies monitoring and fine-tuning.
Anypoint Platform breaks down silos to provide connectivity across all systems, no matter where they are deployed. It offers detailed analytics and insights into which systems source, transform, and consume data.
An intuitive, easy-to-use user interface and out of the box connectors help to accelerate the flow of customer data. On average, users save 60% of their time through 200+ out-of-the-box connectors and easy-to-use, user-centric features.
Consistent and secure
MuleSoft’s API management tools allow either out-of-the-box security policies or give you the option to create custom policies globally, by resource, or for each node. So you get network-wide consistency no matter where your applications are deployed. Multiple levels of governance and control ensure that neither your data nor its quality are compromised. Tokenization, data encryption, and edge protection are also provided for added security.
Anypoint Platform offers support for any deployment model and an easily containerized hybrid platform for the cloud. Integrations can be written anywhere and moved anywhere.
Anypoint Platform’s built-in marketplace for reusable assets offers a bottom-up approach to data governance, where lines of businesses seek and consume standardized data assets. This drives a culture of collaboration and self-service that simultaneously operationalizes your customer 360 program, ensures alignment to data standards, and accelerates development.
In addition, Mulesoft Anypoint’s API-led connectivity approach helps to reduce development effort by approximately 50%, decreasing time to market and helping improve revenue growth through better cross-selling and upselling capabilities. Throughout the entire process, this API-centric platform delivers the accuracy, flexibility, timeliness, and agility you need to transform your organization from data-driven to customer-focused.
MuleSoft helps you apply new technology to improve performance. Lightwell helps deploy and leverage it to accelerate the value.
Our integration consultants have extensive experience with the MuleSoft Anypoint Platform and can help you manage a fast, efficient deployment. They’ll work closely and collaboratively with your team to ensure that the needs of each department are addressed by the system, and that actionable information can be easily accessible by those who are responsible for customer relationships.
Let our experts work with you to determine the configuration that works best for your needs, deploy it efficiently, and leverage it to achieve its benefits quickly.
Learn more about MuleSoft and Lightwell solutions:
MuleSoft Anypoint Platform Capabilities
Anypoint for API Management
Build your strategy and manage the full API lifecycle – including designing, building, testing, securing, managing, and retiring APIs – through a single comprehensive platform.
Anypoint for Business Automation
Unlock data from any system and automate processes quickly and easily, enabling you to transform your business, improve efficiency, and deliver better business results faster.
Anypoint for Data Integration
Enable the seamless flow of data across systems no matter how complex your systems are and where they reside – with a solution that combines batch and real-time processing for application and data integration.
Anypoint for DevOps
Innovate faster by accelerating the adoption of DevOps best practices, and leverage API-ed connectivity to complement and enhance your DevOps model.
MuleSoft Anypoint Platform Use Cases
Move to the Cloud with Anypoint
Enable rapid, seamless cloud migration through APIs that connect cloud applications with on-premises systems. Unblock skill bottlenecks by rapidly granting access to on-premises, cloud, and SaaS data. Simplify multi-cloud application management with a single control plane.
Legacy System Modernization with Anypoint
Connect legacy systems quickly, lower maintenance costs, deliver digital initiatives faster, and future-proof your systems by rapidly modernizing SOA web services and legacy applications, exposing them as APIs.
Omnichannel with Anypoint
Deliver a consistent, seamless omnichannel experience by building a digital platform of applications, data and devices that enable consistent, seamless, omnichannel customer experiences. Build and execute omnichannel strategies that result in faster time to market, improved customer satisfaction, and increased revenue.
Lightwell API and Integration Services
We provide comprehensive, end-to-end services to assist organizations throughout their modernization and digital transformation initiatives.
Whether you need an integration expert to help you plan your API and integration strategies, a team of consultants to help you implement and manage the MuleSoft solution, or want us to handle it all for you – we can help.
API and Integration Assessments and Strategy Consulting
Our comprehensive integration assessment enables your organization to understand, evaluate, and optimize its end-to-end Integration capabilities, and develop and effective strategy for success.
Our experienced Integration architects help you develop a comprehensive and scalable Integration Architecture that meets your business needs while remaining cost-effective. We also help determine whether a cloud, on-premise, or hybrid solution is right for you.
Comprehensive Integration Consulting Services
Lightwell experts provide comprehensive integration consulting services around the MuleSoft Anypoint Platform. These may include:
API Development Services
We ensure best practices are followed every step of the way as we help you:
Integration Support and Optimization
Our consultants provide expertise and guidance to optimize your system’s performance. Our service includes thorough examination, diagnosis, and where appropriate, treatment options to ensure your systems and integrations remain in optimal condition.
Integration Staffing and Recruiting
With decades of IT staffing and recruiting expertise, we help you find, recruit and place the skilled resources you need for your API and integration initiatives on a short term or permanent basis.
Integration Managed Services
Let’s Get Started
In today’s hypercompetitive and digital world, a company’s ability to leverage customer data to deliver exceptional experiences has become one of the key factors to success. Through an effective customer 360-degree view, you can deliver the right products and services, at the right time, and at the right place to help your company differentiate and thrive.
Contact us today to explore how we can help you improve your company’s customer experiences and insights.