http://www.hcltech.com/enterprise-transformation-services/overview~ for ETS

4. Integrating unstructured data to increase
operational efficiencies and improve the
business processes of a Fortune 500 company
BACKGROUND
 Our client is a Fortune 500 financial services company offering
banking, investing, and insurance services to people and families that
serve, or have served in the United States military. In 2009, there were
7.4 million members
 The company approached HCL to help it develop a tangible roadmap for
providing visibility and value across multiple social initiatives
CHALLENGES / OBJECTIVES
SNAPSHOT
 The organization had been using Social Analytics and developing online
 Horizontal: Enterprise Transformation
communities for a year. HCL was called in to help indentify process and
Services
technology gaps across multiple lines of business that had to be filled to
 Micro-vertical: Banking & Financial Services
created a holistic business approach
 Some of the key challenges included:  Service Areas: : Strategic Planning; Text
Mining; Text Analytics; Social Analytics;
 Redundancy in several of its initiatives
Community Lifecycle
 No integrated processes across businesses
 Duplicate costs  Technologies: ClaraBridge, Oracle
RDBMS, Enterprise
 Loss of key information
ERP, Informatica, DataStage, Unstructured
 Lack of customer friendly social applications data: Email, web content, Radian 6

5. THE SOLUTION
 HCL developed the “Voice of the Customer” strategic plan which integrated DW/BI with Social & Marketing Analytics across
all lines of business. This has:
 Aligned the process and technology plan to the strategic growth objectives of the company
 Created the business processes and technology infrastructure required to onboard unstructured data from any source
 Enabled the organization to “Listen and Learn” from customer ideas, opinions, and sentiment across the organization
 HCL defined the foundation services necessary to gather, process, analyze, and deliver content and analytics across a
variety of listening posts. This involved:
 Working with business owners and technology providers to understand cross-functional requirements
 Developing scenarios with business owners to create priorities aligned to implementation and integration activities
 HCL developed enterprise-wide business and technology architectures - replaced one-off solutions and reduced cost by
enabling the organization share business, social, and marketing intelligence solutions
 HCL developed and utilized an agile methodology for incremental deployment, which involved:
 Including business users early in the analysis, design, and implementation of solutions
 Improving user acceptance while lowering the time required to implement solutions
RESULTS / BENEFITS
 Improved operational efficiencies [target percentage improvement is 60%]
 Lowered the overall cost for operations [target percentage improvement is 30%]
 Ability to identify and share key information quickly
 Integrated platform for gathering, processing, analyzing, and reporting customers’ ideas, opinions and sentiments
 Standardized foundation services for on-boarding unstructured data reducing the time and cost required to add sources
 Unified approach that improves business processes and aligns enabling technologies
 Saleable and sustainable infrastructure for expansion of social software services

6. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to
build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busy
developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com