Apps Purchases: 10+ Million Software Purchases
Founded in 2010, APPS RUN THE WORLD is a leading technology intelligence and market-research company devoted to the application space. Leveraging a rigorous data-centric research methodology, we ask the simple B2B sales intelligence question: Who’s buying enterprise applications from whom and why?
Our global team of 50 researchers has been studying the digital transformation initiatives being undertaken by 2 million + companies including technographic segmentation of 10 million ERP, EPM, CRM, HCM, Procurement, SCM, Treasury software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Apps Run The World Buyer Insight and Technographics Customer Database has over 100 data fields that detail company usage of emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database, and different on-prem and cloud apps by function, customer size (employees, revenues), industry, country, implementation status, year deal won, partner involvement, Line of Business Key Stakeholders and key decision-makers contact details, including the systems being used by Fortune 1000 and Global 2000 companies.
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- Analytics and BI
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | VAR/SI | Insight | Insight Source |
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AppsFlyer | Professional Services | 1100 | $400M | United States | Zendesk | Zendesk Explore | Analytics and BI | 2019 | n/a | In 2019, AppsFlyer implemented Zendesk Explore as part of its effort to centralize reporting and surface analytics across customer support operations. This deployment augmented the companys use of Zendesk products and extended AppsFlyer's Analytics and BI capabilities to support global self-service and localization objectives while building on their Zendesk relationship that began in 2012. The implementation included Zendesk Support, Zendesk Guide and Zendesk Explore, with Explore providing consolidated dashboards and reporting for weekly activities, staff performance trends and ticket aging analysis. AppsFlyer configured dedicated dashboards to monitor recurring issues and agent metrics, aligning Explore outputs with operational KPIs common to Analytics and BI such as ticket volume trends, resolution latency and knowledge base consumption. Zendesk was integrated with Slack to enable real time collaboration on complex tickets and on accounts with special service license agreements, and the platform was used to log emails, calls and face to face actions to create a unified customer record. Primary support channels were email and calls at the time of the deployment, with chat planned for later in the year, and the configuration supported 360 degree visibility across those channels for global support teams. Operational scope covered global support teams based in nine of AppsFlyers 15 offices, with a plan to extend support to two additional offices by the end of the year, and the knowledge base team worked closely with the customer support organization to capture recurring topics and maintain content. Governance practices included shared dashboards for trend detection, workflows to surface tickets taking longer to resolve and coordinated knowledge creation to improve self service outcomes. Outcomes documented in 2019 include a reported 98 percent CSAT and a knowledge base success metric where 69 out of 70 customers found a solution in the AppsFlyer knowledge base, supporting a significant reduction in incoming tickets. Zendesk Explore was positioned as the Analytics and BI component that enabled AppsFlyer to scale support, train new agents efficiently and maintain a holistic view of customers across channels. | |
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Mukuru | Banking and Financial Services | 2000 | $400M | South Africa | Zendesk | Zendesk Explore | Analytics and BI | 2015 | n/a | ||
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Professional Services | 3000 | $400M | United States | Zendesk | Zendesk Explore | Analytics and BI | 2020 | n/a |
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Retail | 2600 | $400M | Poland | Synerise | Synerise | Analytics and BI | 2019 | n/a |
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Education | 4000 | $400M | Chile | Microsoft | Microsoft Power BI | Analytics and BI | 2023 | n/a |
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Government | 3500 | $400M | Brazil | Microsoft | Microsoft Power BI | Analytics and BI | 2020 | n/a |
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Professional Services | 1400 | $400M | United States | Zoho Corp. | Zoho Analytics (ex Zoho Reports) | Analytics and BI | 2021 | n/a |
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Non Profit | 1700 | $400M | United States | Tableau Software | Tableau | Analytics and BI | 2018 | n/a |
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Construction and Real Estate | 2000 | $400M | Saudi Arabia | Oracle | Oracle OBIEE | Analytics and BI | 2017 | n/a |
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Retail | 2600 | $400M | Switzerland | SAP | SAP BW (Business Warehouse) | Data Warehouse | 2020 | n/a |
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