CRM Web Tool

Globe CRM performs real-time data processing for up to 6 Billion records per day through big data technology

Background

Globe’s customer service representatives services millions of Filipino subscribers. Every day, they assist Globe users with account inquiries, troubleshooting, and service requests, among others. To better handle each transaction, Globe CSRs use an internal CRM web tool that monitors the subscribers’ mobile data allowances and event records.

Challenge

With the massive amount of data being processed, the system is prone to lagging. The cost to operate the infrastructure has also soared.

Solution

Stratpoint developed a supplementary big data platform in AWS for Globe’s CRM application.

Outcome

The new design increased the system’s efficiency and volume capacity. It is now able to perform near real-time data processing for up to 6 billion records. Stratpoint handled the design, development, launch, and maintenance of the system.

When CSRs respond to requests faster and more efficiently, touchpoints with customers will always be a wonderful experience.

Technologies used

  • AWS Services: Lambda, Aurora PostgreSQL, Kinesis Data Firehose, S3, API Gateway
  • Node.JS
  • Kafka

FEEDBACK

Paul Pili

Globe Telecom | Head of Solution Chapters
Stratpoint is always quick to modernize and pivot. Amid continuous advancements in tech stack and shifts of methods towards Agile and DevOps, Stratpoint is always quick to modernize and pivot, growing side by side with our Globe team. Above all, we value Stratpoint’s customer-centricity and passion to enable us as we live out our Globe Purpose through technology.

Jesse Liamzon

Globe Telecom | Head of Software Engineering Chapter
Stratpoint focuses on customers’ needs first. Stratpoint is a valued partner and is instrumental to building digital apps that enhance the experience of our customers. They contribute to the continuous improvement of our processes in delivering services with an agile and innovative mindset. We are very happy to work with Stratpoint in our digital journey, given their focus on putting customers’ needs first and addressing our requirements fast.

Paul Pili

Globe Telecom | Head of Solution Chapters
Stratpoint is always quick to modernize and pivot.
Amid continuous advancements in tech stack and shifts of methods towards Agile and DevOps, Stratpoint is always quick to modernize and pivot, growing side by side with our Globe team. Above all, we value Stratpoint’s customer-centricity and passion to enable us as we live out our Globe Purpose through technology.

Jesse Liamzon

Globe Telecom | Head of Software Engineering Chapter
Stratpoint focuses on customers’ needs first.
Stratpoint is a valued partner and is instrumental to building digital apps that enhance the experience of our customers. They contribute to the continuous improvement of our processes in delivering services with an agile and innovative mindset. We are very happy to work with Stratpoint in our digital journey, given their focus on putting customers’ needs first and addressing our requirements fast.