ABILITY
USE
CASES
Every industry faces hidden inefficiencies, blind spots, and customer pain points. WhyData uncovers them, so leaders can take action that delivers measurable results.
PROJECT OVERVIEW
Cisco sought to elevate its internal IT and shared services functions from a traditional support role to a strategic enabler of enterprise performance. WhyData’s Ability platform was deployed to measure service quality, perception, and performance across global business units, linking internal customer sentiment directly to operational outcomes.
THE CHALLENGE:
As one of the largest technology organizations in the world, Cisco faced the same problem many enterprises do: IT was often seen as a cost center rather than a business partner. Leadership needed a clearer view of how IT services were performing and how they influenced the company’s success.
THE SOLUTION:
WhyData used the Ability platform to analyze perception versus performance across key service areas. The data revealed where process friction, response times, and communication gaps were lowering satisfaction. These insights guided measurable improvements in service delivery, collaboration, and IT’s alignment with business priorities.
THE OUTCOME:
Cisco achieved a 17 percent improvement in internal satisfaction scores and a 20 percent increase in the perceived value of IT services. The initiative helped position IT as a trusted strategic partner that drives measurable contributions to efficiency and agility across the enterprise.
PROJECT OVERVIEW
One of the largest telecommunications providers in the United States was struggling with rising service costs and declining customer satisfaction caused by repeat calls and excessive field visits. WhyData connected customer experience data with operational metrics to uncover the root causes of these inefficiencies.
THE CHALLENGE:
Inefficient dispatching, repeat service calls, and poor cross-department visibility were costing the company nearly $295 million every year. The company needed a way to identify and fix these issues before they reached the customer.
THE SOLUTION:
WhyData’s Ability platform linked customer sentiment, field data, and performance metrics to pinpoint where the problems were starting. The platform helped the company predict which types of service requests were most likely to result in repeat visits and provided recommendations to improve processes and reduce costs.
THE OUTCOME:
The company reduced field costs by 40 percent, saving more than $44 million each year while improving customer satisfaction. The company was recognized with a JD Power Award for service excellence and established data-driven best practices that scaled across the organization.
PROJECT OVERVIEW
Citizens Financial Group wanted to modernize its loan administration process, improve customer experience, and speed up approvals. WhyData used its Ability platform to uncover inefficiencies hidden within legacy systems and manual workflows that were driving unnecessary costs and delays.
THE CHALLENGE:
Loan delays and disconnected systems were creating bottlenecks that frustrated customers and slowed operations. Manual reviews made it difficult for Citizens to compete in a fast, digital-first lending market.
THE SOLUTION:
Within weeks, the Ability platform identified key gaps in loan administration and onboarding. The insights allowed Citizens to automate repetitive tasks, simplify workflow management, and improve coordination between departments.
THE OUTCOME:
Citizens achieved $12 million in annual savings, a 36 percent increase in customer satisfaction, and faster loan approvals that improved both efficiency and trust.
PROJECT OVERVIEW
Gilbane, one of the largest privately held construction and real estate firms in the country, needed to demonstrate the business value of its IT investments. WhyData implemented the Ability platform to measure performance, efficiency, and alignment between IT and business goals.
THE CHALLENGE:
IT leaders struggled to show how technology investments were driving business results. The organization needed visibility into how IT performance affected project timelines, costs, and outcomes.
THE SOLUTION:
WhyData implemented a service measurement model that tied IT performance directly to business priorities. This helped identify specific opportunities to reduce costs, accelerate projects, and increase the return on technology investments.
THE OUTCOME:
Gilbane realized a 10x ROI in only 60 days and saved more than $1 million on an ERP upgrade. IT was repositioned from a cost center to a strategic business partner that supports measurable enterprise growth.
WhyData provided us real insight into our services, showing us savings of over one million within eight weeks.
- CTO, SP Customer
Results that matter.
$200M+
Delivered
Enterprise value unlocked across Fortune 500 clients.
10-40%
Efficiency gains.
Operational improvement across shared services and telecom.
565%
ROI
ROI outcome for financial services client.