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Qwasi Splunk and NCR Integration: Business Analytics
This document discusses how QWASI, a SaaS platform technology company, and NCR, a retail technology company, utilize Splunk to gain insights from real-time customer data. QWASI aggregates customer events from mobile apps, point-of-sale systems, and other sources to create personalized experiences. They use Splunk for monitoring systems, historical reporting, and embedding dashboards. Splunk allows them to analyze the hundreds of millions of events generated monthly across their distributed platforms. Events are tied to customer profiles and purchase histories to provide context. Splunk is crucial to their solution as both companies deal extensively with real-time customer data in a distributed environment.
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Qwasi Splunk and NCR Integration: Business Analytics
- 1. Copyright © 2015 Splunk Inc. Jon Thies -‐ CTO, Qwasi ScoB Hall -‐ Sr. Technical Manager, NCR Where Mobile meets In-‐Store & Point of Sale: Data Collides
- 2. Disclaimer 2 During the course of this presentaPon, we may make forward looking statements regarding future events or the expected performance of the company. We cauPon you that such statements reflect our current expectaPons and esPmates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward-‐looking statements, please review our filings with the SEC. The forward-‐ looking statements made in the this presentaPon are being made as of the Pme and date of its live presentaPon. If reviewed aXer its live presentaPon, this presentaPon may not contain current or accurate informaPon. We do not assume any obligaPon to update any forward looking statements we may make. In addiPon, any informaPon about our roadmap outlines our general product direcPon and is subject to change at any Pme without noPce. It is for informaPonal purposes only and shall not, be incorporated into any contract or other commitment. Splunk undertakes no obligaPon either to develop the features or funcPonality described or to include any such feature or funcPonality in a future release.
- 3. Agenda ! Speaker / Company Bios ! Why and How we uPlize Splunk ! SoluPon DescripPon ! Technical ExecuPon with Splunk ! Demo ! Q&A 3
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- 5. Scott Hall Sr. TechnicalSolution Manager - NCR 5
- 6. Jon Thies CTO -QWASI 6
- 7. ? “CAN I TAKEYOUR ORDER?”
- 8. • A US-basedsoftware-as-a-service (SaaS) platform technology company. • QWASI aggregates all real time customer events so brands can create contextual experiences over Push, SMS, Email, Social, and IVR from one platform. • QWASI’s scales and integrates with any Mobile App, CRM, POS, Beacon, NFC, to activate all customer events for real time communication. Real Time Data Attribution, Analysis & Analytics Behavioral Data A unique Engagement and Data Management Platform that leverages real time data to curate unique user experiences. Smart Engagement Communication Protocols QWASI’s consolidates first party behavioral data with CRM and Campaign Automation tools to create visibility into each individual’s journey. QWASI enables brands, agencies, and enterprises to determine Campaign Attribution, ROI, and manage predictive protocols across all touchpoints.
- 9. How do we reach our customers? 9 ! Do I start with a CRM? ! Geo-‐targePng ! Data filtering ! Real-‐Pme
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- 11. ! Splunk simplifies boring tasks – Monthly invoicing -‐ It would take an enPre day to review all the accounts – TroubleshooPng Customer Issues ! Splunk increases our ability to detect system failures and errors before our customers do ! Splunk saved our bacon – Our pladorm was new, our biggest customer was ready to leave for a compePtor. The biggest feature gap in our pladorm was reporPng. – We created a Splunk App in two weeks that addressed every imaginable report they needed. Value of Splunk 11
- 12. Event Lifecycle ApplicaPon Events 12 NoPficaPon Events Custom Events ApplicaPons w/ Qwasi SDK Point of Sale NCR Cloud Connect Qwasi Cloud
- 13. Every InteracPon is an Event ! Applica'on Events – automaPc events generated using our SDK or API – ApplicaPon Install/Open/Close – User RegistraPon – LocaPon – LocaPon Update, Geofence and Beacon Enter/Dwell/Exit ! Custom Events – events defined by Developers – For reporPng and analyPcs purposes – For triggering a workflow ! No'fica'on Events – events from QWASI to ApplicaPon via SDK or SMS – Sent – Delivery Report : Accepted/Delivered/Read – Failed 13
- 14. Why Splunk? 14 • Hundreds of clients • Thousands of users • Configuring over a hundred thousand campaigns • InteracPng with millions of subscribers • GeneraPng over a hundred million events monthly Because its all about Events
- 15. Distributed event based pladorm -‐ combinaPon of dedicated servers, cloud instances, and Docker containers. ! Gain insight of usage at broad and granular levels – Passive monitoring across data centers and deployments – System Health and Usage Monitoring ! Historical ReporPng and AnalyPcs that will not impact runPme systems ! Embed a flexible Splunk Dashboard into our user interface using SplunkJS Why Splunk? 15 Because its all about events
- 16. Every Event Needs Context ! Events are always 'ed to a device and member profile ! NCR’s Cloud Connect – Point of Sale Integra'on – Customer Loyalty Data (profile) – Eligible RedempPons and Bonus Offers – Purchase History ! Event Triggers – workflows that fire as a result of a specific event within a predefined context. ! Scheduled Triggers – workflows that review the state of members profile and event history and iniPate workflows based on a schedule 16
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- 18. How the SoluPon UPlizes Splunk 18 Splunk Indexes: • All Transport Traffic ê GCM, APNs ê SMS SMPP/HTTP ê MMS MM7 ê … • All API Traffic ê SDK ê HTTP ê Loyalty APIs • Each Event ê Member ID ê Customer ID ê Deployment ID ê Event Data Fields
- 19. How the SoluPon UPlizes Splunk 19 • Use of Scheduled Saved Searches • IT and OperaPons Team login to Splunk Web for troubleshooPng and support items daily. • Provide Rich AnalyPcs and Insight into Campaign Performance and Customer Engagement Ø BROWN Hot963: You're in to win tickets to see Chris Brown. Stay by the phone Reply STOP BROWN to Cancel; HELP=Help; STOP=End; Msg&Data rates may apply
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- 22. The Data 22 • Events Log : /vol/aim_events.log As each event occurs in the pladorm its wriBen out to a log file as JSON. • Members Data – contained in MongoDB for each deployment.
- 23. Member Lookup Table 23 • AutomaPc Lookup on source • Saved Search – Extracts Hosts – Saves to CSV – Executes Shell Script • Shell Script – Loads CSV of Hosts – Calls Web Service on each Host – Populates Lookup Table
- 24. Member Lookup Table 24 • Adds EnPre Member Profile to each event as fields • Saves on license volume • Lookup tables typically have pre-‐defined fields – we worked around that • Lookup table becomes indexed
- 25. Dynamic Reports Using SplunkJS 25 • Simple Dashboard containing : – TimeRangeView – DropDownView – SearchManager – ChartView – SplunkMapView – TableView – TextInputView – CheckboxGroupView • SearchManager – InteresPng Fields (SelecPon 1&2) – Main Search – populates ChartView – Map Search – populates MapView – D3 Search – populates custom views Screenshot here
- 26. Dynamic Reports Using SplunkJS 26 • Customize the Report – Labels – OperaPons ê Count ê Sum ê DisPnct Count ê Average ê Standard DeviaPon – Graphing OpPons ê Stacked for Bar and Area ê Heat Map for Table Screenshot here
- 27. Dynamic Reports Using SplunkJS 27 • VisualizaPon to Choose From – Bar – Sankey – Line – Area – Pie – Column – ScaBer – Table – Map
- 28. Dynamic Reports Using SplunkJS 28 • Filters – Used for Drill Down – Customizes Splunk Search used
- 29. ConsideraPons Using SplunkJS 29 • Users ONLY get their events ê Limits source, customer_id within Splunk at search Pme ê Limits concurrent searches ê Created when the User is Created via Splunk Rest API • Drilldown Behavior ê Modifies field selecPon ê Generates new search string ê Difficult to manage ê Most power feature • Downloading Events ê Is this something we want to do?
- 30. Future Enhancements 30 • Add more D3 or HighCharts VisualizaPons • Download Search Results • Enabled Real Time VisualizaPons ê This worked, but it leaked searches that would conPnue to run. • Link from other Qwasi reports to the SplunkJS and prepopulate the Filters.
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- 32. Summary 32 Campaign Automa'on Loyalty Engagement Point of Sale Transac'ons Business Intelligence Cross Channel Communica'ons Data Management
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- 34. THANK YOU jon.thies@qwasi.com scoB.hall@ncr.com