Using Big Data to Personalize the Customer Experience

Etstur is the largest travel agency and services operator in Turkey. The company produces the widest-ranging bookings and tour operations. Etstur provides multiple travel services, including hotel reservations, tour organizations, car rentals, and others. The company has an extensive multi-channel approach to the market, interacting with customers via call centers, kiosks, their website, a mobile application, and agent offices.

• Gain a 360-degree view of the customer journey and experience across data from a large number
  customer interaction points.
• Create more granular insights on segmentation and behavior to drive actions at a personal level.
• Increase revenue and the lifetime value of customers through personalized offers that increase order sizes and purchase frequency.

• Integrate and prepare complex data in multiple formats: structured, semi-structured, and unstructured.
• Empower analysts, data scientists, and business teams with data and tools for self-service analytics.
• Create a repository of analytic data and results to champion the use of data to drive customer and operational excellence.

• Complete integration of data assets — Etstur can now integrate structured, semi-structured, and unstructured data into a single repository to provide a 360-degree view of their customers.
• An agile approach to analytics — Through Datameer, Etstur performs agile data discovery on large volumes of data to answer key business questions faster and with deeper insight.
• Self-service access to data — Datameer gave the Etstur analyst team a rich set of tools to speed analytic cycles and create greater insight into problems.
• Advanced analytics and correlations — Datameer’s advanced analytics enables Etstur analysts to dig deep into their data and identify hidden patterns for customer experience and behavior.
• Operationalizing the insights — The results from Datameer’s analytic pipelines feed the Etstur business teams to drive their personalized campaigns.

• Deeper visibility into customer data — Datameer’s analytics increased Etstur’s insights’ granularity, giving them the ability to individualize their approach to customers.
• Personalized campaigns — With greater insights into customer experience and behavior, Etstur drives campaigns that effectively target customers with one-to-one marketing.
• Rapid value delivery — Through their agile, comprehensive approach to big data analytics, the Etstur team delivers rapid results and value to their business teams.
• Championing the use of data — The Etstur team has created a Center of Excellence (CoE) that is the “data champion” across the company, fostering a data-driven organization.