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deployment watch Government Digital Service Manchester United WHERE? Manchester BT WHERE? London WHAT’S THE BUSINESS CASE? In its legacy environment, BT’s business customer records were spread across multiple databases, which needed to be reconciled and updated every day in order to provide business units with the most relevant and up-to-date information about customers. WHAT ARE THEY DOING ABOUT IT? By bringing its data management into multi-tenant production environments within Hadoop – also known as an enterprise data hub – BT is now able to have a unified view of its customers and significantly reduce data processing time frames. WHO’S HELPING? In one year of working with software firm Cloudera, BT has been able to process five times more customer data and achieve a velocity increase of a factor of 15. It has achieved an ROI of between 200% and 250% from its Hadoop implementation, and can now undertake new projects quickly and at a much lower incremental cost. WHAT’S THE BUSINESS CASE? One month after Manchester City owner City Football Group announced an IT overhaul with software giant SAP, arch rivals Manchester United have revealed a digital transformation of their own. Both teams are keen to enhance fan experience through a string of digital initiatives. WHAT ARE THEY DOING ABOUT IT? The team will build a ‘United Xperience Lab’ in its Old Trafford stadium to help create a more unified fan experience for supporters and attempt to set a new engagement benchmark in the world of sport. It will also improve its website and mobile app as it prepares to launch a new digital media strategy next year. WHO’S HELPING? United is partnering with HCL Technologies, one of India’s big six IT firms, on the digital transformation. While enhancing the user experience of United’s 659 million global fans is at the heart of this partnership, the team’s senior management will no doubt be eyeing ways to monetise those relationships through targeted content opportunities. Travis Perkins WHERE? Northampton WHAT’S THE BUSINESS CASE? With growing pressure to meet and exceed rising customer demands, Travis Perkins needed to improve its geographically disparate communications estate, which is tasked with handling critical customer enquiries for its constituent companies. This complex framework comprised multiple on-premise contact centre systems with no centralised management. WHAT ARE THEY DOING ABOUT IT? With replacement on-premise systems prohibitively expensive, Travis Perkins needed a cost-effective, futureproofed solution to optimise its communications management, facilitate top-class customer service and consolidate disparate communications systems. WHO’S HELPING? Content Guru deployed its Storm communications integration platform as well as cloud contact centre solutions with centralised management across Travis Perkins’s three sites. 16 information-age.com September 15
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