Building a Unified Analytics Foundation for Decision Velocity at Scale

For this large retailer, success increasingly depended on how quickly leaders could understand customer behavior and operational performance. Decisions across merchandising, customer experience, health services, and payments required timely, unified insight drawn from both transactional systems and customer platforms. Analytics capabilities had evolved independently across business units, and insights were not available at the speed or coherence required.

Client Challenges and Requirements

• Delayed time-to-insight — business and customer analytics often took days to surface, slowing decisions.
• Disconnected customer and transactional data — CRM data in Salesforce was not unified with transactional systems.
• Siloed analytics across business lines — BI capabilities were fragmented across CX, merchandising, health & pharmacy, and payments.
• Growing demand for real-time, personalized engagement — existing analytics pipelines struggled to support timely personalization.

Bitwise Solution

• Integrated Salesforce CRM data with transactional systems, creating a consolidated view of customer behavior across channels.
• Designed analytics foundation to support near-real-time data processing for faster response to changes.
• Established standardized dashboards across CX, merchandising, health & pharmacy, and payments.
• Enabled self-service BI for business users, reducing reliance on centralized analytics teams.