If there’s one company that could serve as a showcase for how better Insight into vast amounts of data can drive improvements throughout an organization, it’s CA Technologies. Coveo has been working with CA Technologies for several years to help them make sense of the massive amounts of information about its expanding and today, quickly changing products and services portfolio, customers (including those from newly acquired companies), projects, people, and more, contained in more than 70 different systems as well as across social channels. Through Coveo’s Insight Consoles, all 13,000 of CA Technologies’ employees have a consolidated, correlated view of information across systems – at their fingertips, in real-time.
A good example of CA Technologies’ use of insight solutions was chronicled recently on Forbes.com. The article, written by columnist Dan Woods and posted on Forbes’ “Data Driven” blog, focuses on “How CA Technologies Uses Data to Drive Product Development.”
The article talks about how CA Technologies represents a new breed of companies that no longer run their product development operations on instinct. Instead, they use data to track various aspects of product development to facilitate the production of the best possible software solution.
CTO Don Ferguson discusses the pressures of leading a large, global R&D team and having to justify the R&D spend to the C-suite. He describes how better insight into vast amounts of information has enabled CA Technologies to benefit from customer feedback in the early phases of each development cycle, allowing the organization to work in a more agile manner.
This approach is centered on what you’ve heard us talk about before – the concept of a customer-centric strategy – placing customers in the center of the business. Companies need to involve customers in every aspect of their decision making, starting with product development. If they don’t gather feedback early in the development process, every time they enter a new cycle they’re putting all of their work at risk. No company can afford to put out a product that doesn’t meet customer needs after 12 months of testing.
The Forbes piece also touches on the use of social media to facilitate that customer interaction. It discusses the ways CA Technologies keeps a close eye on how customers use its self-service website and online communities to learn about products, solve problems on their own, request assistance and volunteer new ideas for features. By consolidating and correlating this data with other information, CA Technologies can inject that insight into its product development processes, detect where any issues may be occurring in the products, and understand which content is helping customers the most.
In this day and age, companies that don’t utilize information across digital channels put themselves at a severe disadvantage. They don’t know what the outside world is saying about them and they’re not putting the feedback into context with other information locked in their own enterprise systems. CA Technologies is one company that does it right. Leo Annab, Business Technology Officer at CA Technologies recently sat down with Coveo to discuss this in more detail.
Using Insight Solutions, CA Technologies engages the customer at all interaction points. CA Technologies incorporates customer information and feedback into its processes, making it a more agile business and driving improved business performance.
CA Technologies has proven itself to be a global leader in its field. Companies in every industry can learn from its use of technology to drive customer centricity and leverage data to its advantage.