Customer Journey Mapping using Tableau

Our Solution

• Databases such as sales data (CRM), customer feedback (Medallia) and GSS (for location data) were integrated and multiple entities (tables in warehouse) and columns in each table were identified for data modeling
• The CRM database was based on manual entry, because of which the feedback was not stored in the desirable form. As a result, data cleansing was undertaken for the comments (customer feedback)
• Coming up with the Data Warehouse Data Model Design: After various dimensions and fact tables were identified, a standard structure of summary tables was designed to incorporate the CRM and GSS data into a single warehouse. The data model was finalized and mapping was done accordingly.
• The various mappings to load the data from the source, applying transformations and loading the data into the data warehouse was done using ETL methodology.
  Tableau reporting –
• Displayed upcoming events for each user and employee, to distinguish them based on customer satisfaction
• Derived latitude longitude coordinates for locations having address in improper format
• Portrayed the Customer Journey on a map with curved lines indicating the transit, this was achieved using a set of trigonometric functions.
• Displayed details of each customer along with the selected event/venue details. Also displayed the feedback scores and comments from customers for the selected event from the Journey.