Case Study: Hewlett Packard achieves 360° customer insights and increased loyalty with OpenText

By leveraging Micro Focus® big data analytics, HPE deepens its understanding of customer experience and how improving it drives loyalty, retention, and referrals

Hewlett Packard Enterprise (HPE) sought to boost revenue by improving customer loyalty and increasing referrals, but customer data was fragmented across business units, systems, and formats (structured and unstructured). To measure and influence Net Promoter Score (NPS) and identify where to invest to drive loyalty, HPE needed a centralized analytics platform that could unify siloed touch-point data and surface actionable insights.

HPE built a big‑data customer experience platform using a Hadoop data lake integrated with Micro Focus IDOL (unstructured analytics) and Vertica (fast querying), plus APIs and visualization tools like Tableau. The solution delivered a 360° view of customers, real‑time dashboards, self‑service analytics for business units, faster detection and remediation of issues (minutes instead of weeks), and clearer correlations between customer experience, NPS, and revenue—enabling more targeted actions to improve loyalty and drive growth.

Hewlett Packard

Karl Lieber

Project Manager, EG Quality Reporting