How to effectively manage customer service, support, computing resources, and bill collection? You choose a management tool to draw your data from different systems to a unified management panel.
Exsitu cloud IT services manage its clients’ support, customer service, bill collection, and computing resources with Talend.
Exsitu company, which provides premium cloud IT services, runs its support system, customer service, collection, and computing resources by using Talend.
The company, which manages cloud services for about 200 premium clients, needed a smart management tool that can draw data from different systems to a unified management platform, that can show a single real-time picture and can also do the opposite direction and distribute data and commands to different systems. In Talend, they manage a vast number of different clients’ databases that have nothing in common, but the data arrives at one place where it can be managed.
To maximize Talend benefits, the Exsitu system team went through special qualifications led by Aqurate, Talend representatives in Israel, became a Talend center of excellence, and now offers Talend-based services to about 200 of its clients.
Exsitu CEO, Tamir Sasi, explains: “Talend connects to our core systems and displays data to our first and second support circles. It shows all of our client’s data from all their data systems without depending on the kind of data or systems. Talend has specified our collection departments’ abilities to 99% by displaying the data by which we bill our clients in real-time.”
Automation and efficiency
Talend links through different API interfaces and collects the data in a single, central place. That’s how organized data tables are built. Talend is not only an ETL tool. It also enables running a command on all of the systems it’s connected to. The automation it offers enables the building of a single job that suits a specific client, and by changing the client’s name, it adjusts the job to other clients as well. That’s also how the service and support processes are optimized, by creating a generic query that can be tailored to each individual client, eliminating the need for opening new queries for each client.
Furthermore, the automation Talend offers enables the one-time build of a report and then running it in a suitable frequency: once a week, once a month, once a quarter, or once a year.
A pair of examining eyes for the computing infrastructure
Exsitu uses Talend for managing the service the company provides to its customers because of its ability to receive data from all of the company’s systems. The support center gets a full picture of every client on demand, including the license number, consumption status, and infrastructure resources, and acts as a pair of examining eyes for the client’s systems. In addition to that, Exsitu also uses Talend to optimize the management of its debt collection system. Talend can see at any given moment the real usage of cloud computing resources the company provides to each client.
To add to that, the company’s system team, led by Chen Hackmon, had built a designated system to measure the company’s profitability that includes all of the company’s pricing for each service. The system gives a score that represents the profitability of each service, so decisions can be made baes on that score.
Flexibility and Quality
According to Hackmon, Talend offers flexibility and quality: the tool meets the strict standards of information security, and despite that, its maintenance is convenient and clear. Talend does not charge per number of servers deployed, and it is possible to use as many servers as you choose to distribute the workload without additional costs. Talend’s community is large and diverse, and one can learn a lot from its experience.
Or Mizrachi, an account executive in Aqurate, representing Talend in Israel, adds: “Talend’s ability to display all of the data from all of the organization’s systems, other systems connectivity, the built-in ability to automate procedures that shows instantly any change or manipulation of the data, make Talend a clear competitive advantage for any organization.”
A gaze to the future
Exsitu has decided to take the service it provides to its clients a step further. In the future, it will offer a designated data portal to each client so they will have easy, fast access to their data and will also get the tools to measure the speed and quality of the service the client gets.