Case Study: Leading European Media Company Identifies Customers Across Channels with Syntasa

Leading European Media Company Identifying customers across devices and channels for better customer experiences

A leading European media and entertainment company with over 22 million customers was challenged by its massive volume of disparate data from dozens of online and offline channels. They struggled for years to process this data, particularly complex Adobe Analytics clickstream data, to create an omnichannel customer view without overburdening their IT resources. They turned to vendor Syntasa and its Adobe Analytics Adapter for a solution.

The Syntasa solution was implemented natively within the company's Google Cloud Platform environment, transforming raw behavioral data into an easily queried format in BigQuery. With Syntasa, they established a new system in weeks, enabling anyone in the organization to use SQL for multi-dimensional reporting. This provided a unified customer view across channels, paving the way for initiatives like personalized recommendations and call center deflection, which aims to reduce their annual £200 million customer service spend.