Government organisation embraces cloud-based analytics to elevate customer satisfaction

CASE STUDIES

Overview

Sector	Science
Primary Project Location	Australia
Products	Google Cloud Platform BigQuery Cloud Dataflow Tensorflow Cloud functions Cloud endpoints Cloud Firestore Looker Studio GitHub Terraform
Services Delivered	Computer Vision ML Ops Natural Language Processing

A leading government organisation partnered with Addaxis to implement a powerful, cloud-based analytics platform to track and improve customer satisfaction across a diverse range of platforms, from websites to mobile apps. The goal was to capture and analyse vast amounts of data, providing real-time insights to enhance the customer experience.

The challenge

The organisation needed to understand customer satisfaction across multiple platforms, requiring real-time analysis of large data sets from various sources. These included:

Beyond CSAT scores, customer feedback in free-text form also had to be processed, involving:

To meet these demands, a highly scalable, real-time cloud processing solution was essential. Migrating legacy data onto the new platform was crucial, as was building a deployment pipeline and using infrastructure as code to support the system.

Finally, the analysis needed to be presented in visually appealing, easy-to-read dashboards.

The solution

To meet the organisation’s needs, we developed an advanced analytics platform that seamlessly integrated machine learning models with a serverless architecture, designed to minimise costs and scale effortlessly. This solution enabled real-time data processing and provided actionable insights almost instantly.

The key components of the platform included:

Advanced text classification models: These models, trained on vast amounts of customer data, accurately classified feedback to generate deeper insights.
Real-time data pipelines: The platform processed data as it was received, ensuring up-to-the-minute analysis.
Scalable data lakehouse: A robust storage solution that securely housed all results, ready for easy access and further analysis.
Interactive dashboards: Visually appealing, intuitive dashboards allowed stakeholders to interpret and act on the data effortlessly.
Cost-efficient, serverless architecture: This design ensured seamless scalability while keeping operational costs to a minimum.
API layer: Enabled seamless integration with existing systems, ensuring smooth data flow across platforms.

The result

All customer CSAT data and feedback from multiple sources were seamlessly stored and analysed in real time. This provided the organisation with significant insights into customer behaviour and expectations. The platform also enabled real-time alerts for problematic feedback, allowing the team to respond rapidly to emerging issues.

As a result, customer satisfaction improved significantly, and the organisation gained deeper insights into the core value of its digital assets.

Real-time analysis of customer feedback enabled immediate action on issues and deeper insights into customer behaviour.
Improved customer satisfaction by addressing key concerns quickly and effectively.
Scalable, cost-effective cloud solution that streamlined data processing and enhanced the value of digital assets.

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