Plan

intelligently. Execute flawlessly. Adapt to disruptions.

Anaplan is a market-leading, cloud-native, enterprise SaaS company, transforming how enterprises across industries see, plan, and drive business performance. Powered by our proprietary Polaris Calculation Engine™ and Hyperblock® technology, our platform lets customers model “what-if” scenarios, contextualize current performance in real time, and forecast future outcomes for faster, more confident decisions.

share learnings across the seller community. It has become a key weapon in the company’s transformational arsenal.

Amar says: “We did not focus on the traditional way of just building reports or dashboards; we have taken a product approach. This means building AI-driven data products with a modern augmented analytics approach for insights to solve multiple pain points at the same time and displaying all those insights in one place in a nicely packaged way, just like an app on your phone.

“The AI portion of Customer Mosaic is what we do in the back end to drive that efficiency. It is the workhorse in the background, creating sales opportunities based on what we learn from all the different places we pull information.”

Billhorn adds: “We can understand what customers have done with us, the landscape of their historical purchases. It also pulls in external data that will give us news and information about people in their organisation and news around their businesses so we can counsel our customers appropriately. It also taps into our e-commerce marketplace to understand what they’re thinking of - where they are searching, what they are looking for - and it pulls all that together in a central product for sellers.

“It also gives me a high-level view of all our customers - their information, what our relationship has been, and key pieces of information around their business - to prepare me

Amar Lingam

more for visits to customers to understand the marketplaces we want to invest in.”

The vision is for Customer Mosaic to be fully incorporated into CDW’s CRM system and to enable much richer propensity modelling, offering powerful, actionable information and opportunities directly to sellers. Building such a knowledge base has to date been a very human, manual task; the time saved alone will represent a sea-change for CDW’s processes and the experience of its teams.

Customer Mosaic is also able to serve up information about competing companies, giving CDW’s sellers an important edge, while helping measure their productivity and act as a coaching tool, guiding them to standout areas of opportunity. He believes it is also sparking greater customer engagement due to the density of information providing more talking points.

CDW has also leveraged intelligent process automation via an AI-powered digital assistant, which is trained to perform regular business processes.

Amar says feedback from sales has been tremendous, with sellers actively proposing new capabilities to ensure continued improvement. This is driving lot of efficiencies and aims at improving the customer experience overall.

Anaplan

CDW has employed tools from business-planning software pioneer Anaplan