Globe CRM performs real-time data processing for up to 6 Billion records per day through big data technology
Globe’s customer service representatives services millions of Filipino subscribers. Everyday, they assist Globe users with account inquiries, troubleshooting, and service requests, among others. To better handle each transaction, Globe CSRs use an internal CRM web tool that monitors the subscribers’ mobile data allowances and event records. With the massive amount of data being processed, the system is prone to lagging. The cost to operate the infrastructure has also soared.
Stratpoint developed a supplementary big data platform in AWS for Globe’s CRM application. The new design increased the system’s efficiency and volume capacity. It is now able to perform real-time data processing for up to 6 billion records. Stratpoint handled the design, development, launch, and maintenance of the system.
When CSRs respond to requests more efficiently and with zero latency, touchpoints with customers will always be a wonderful experience.
● AWS Services: Lambda, Aurora PostgreSQL, Kinesis Data Firehose, S3, API Gateway