Senior technology executives from Bank of America, US Bank, Sabre Holdings, UBS, The Mayo Foundation and DirecTV, met at the semi-annual GoldenGate Software Customer Advisory Board meeting to discuss their current IT initiatives and priorities for the year ahead. The consensus from the proceedings was that business intelligence systems that rely on fresh, near real-time data play an increasingly important role in the central operations of organizations across a wide range of industries. In talks with advisory board members, it was clear that companies today see speed of information as a key competitive metric, especially in terms of providing high levels of customer service, efficient order processing and enabling improved analytics and decision support.
Mike Benson, CIO of satellite broadcasting giant DirecTV and the newest member of the GoldenGate advisory board, discussed how his organization uses real-time data feeds from their CRM system running Siebel to a Teradata data warehouse which supports frequent reports and analysis on field service operations. DirecTV works with a network of service providers who handle installation and customer support, and this solution provides company executives with instant visibility into the activities of their technical field service staff. "Today's consumer has more options than ever when it comes to cable and home entertainment, so the ability to service our customers fast and efficiently is key to our success," explained Benson. "With GoldenGate providing ongoing access to real-time customer data, we know exactly what's happening with our customers and staff across all services areas at all times. The system allows us to prioritize tasks, immediately direct resources to areas that need attention, and manage the efforts of all 15,000 DirecTV technicians in the field."
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