Digital Transformation

Customer Intelligence & Analytics Hub

Enterprise customer 360 data lake unifying CRM events, predictive churn triggers, and executive dashboards.

Client

OmniMetric Group

Scope / Timeline

6 Months / Data Lake & Analytics Platform

Core Architecture

Python

Industry Sector

Enterprise SaaS & Analytics

Customer Intelligence & Analytics Hub
Case Study

Project Overview

OmniMetric Group managed vast amounts of customer touchpoint data scattered across disparate billing systems, customer relationship management (CRM) portals, and support ticketing platforms, but lacked a cohesive view into account health and churn indicators.

Thogai Systems designed and built an enterprise Customer 360 Intelligence Hub. Utilizing Apache Airflow orchestrators, automated extraction pipelines ingest behavioral events into a centralized Snowflake cloud data warehouse with automated schema normalization.

A machine learning churn risk scoring model calculates customer retention probabilities nightly, alerting success representatives to account disengagement. Interactive React dashboards empower management teams to explore cohort retention, lifetime value trends, and feature usage patterns in seconds.

The Business Challenge

Consolidating millions of fragmented customer interaction events across siloed business platforms into an actionable, unified intelligence pipeline before accounts churn.

Engineering Solution Delivered

Implemented automated Apache Airflow data ingestion pipelines loading into a centralized Snowflake lakehouse coupled with interactive React business intelligence dashboards.

Visual Verification

Technical Artifacts & Dashboards

Production interface consoles, system architecture topologies, and data visualization hubs.

Customer Intelligence & Analytics Hub Screenshot
Customer Intelligence & Analytics Hub Screenshot
Proven Impact

Verified Commercial Results

+24% Repeat Contract Value
45 Days Earlier Churn Detection
12M+ Daily Events Processed

Empowered client retention teams to proactively prevent contract cancellations, boosting net expansion revenue by 24% and identifying churn risks 45 days earlier.

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