The Problem

A forward-thinking enterprise, deeply dependent on real-time contact center data, found itself constrained by a fragmented and outdated technology stack. Despite their ambition to become a data-driven organization, critical limitations in their legacy systems stood in the way of innovation:

• Inefficiencies in Infrastructure Management: Significant time is spent manually managing the infrastructure, detracting from their ability to leverage data effectively.​
• Data Sharing Challenges: Siloed data storage hampers collaboration and strategic alignment across teams, limiting the organization’s collective intelligence as teams are unable to experiment with data.​
• Delayed Reports: The legacy system struggles to generate timely BI reports, impacting decision-making and responsiveness to customer needs.​

The organization recognized the need for a foundational shift—one that would not only modernize their data environment but also unlock their ability to act on insights in real time.

How Kenway Helped

Kenway partnered with the client to lead a strategic transformation—bridging the gap between legacy constraints and the client’s vision for real-time, data-driven operations. Drawing on deep technical expertise and a collaborative approach, Kenway designed and implemented a modern cloud data solution centered on Kafka Connect, Databricks, and Snowflake.

Our Approach:

• Real-Time Ingestion at Scale
  Leveraged the Kafka Connect framework to stream Kafka logs directly into Snowflake, ensuring real-time data availability with a scalable, cost-effective pipeline.
• High-Performance Data Transformation
  Utilized Apache Spark within Databricks, coupled with custom data contracts, to power robust ETL processes—supporting iterative development, cleansing, and transformation of large data sets.
• Democratized Access to Insights
  Enabled cross-functional collaboration by leveraging native Snowflake features, making governed, real-time data broadly accessible to technical and business users alike.

Results

The modernization effort fundamentally reshaped the client’s data landscape—replacing legacy systems with a scalable, cloud-based architecture that supports both strategic agility and operational efficiency.

Key results included:

• ~35% Reduction in Infrastructure Costs
  Retiring costly legacy platforms significantly decreased ongoing expenses and complexity.
• Scalable, Agile Architecture
  The new solution accommodates fluctuating data volumes and experimentation without compromising performance or stability.
• Accelerated Time to Insight
  Enhanced data refresh speeds and enriched reporting through Power BI enabled stakeholders to act on insights more quickly and confidently.
• Improved Customer Operations
  With cleaner, faster, and more accessible data, contact center teams gained the tools to respond with greater precision—driving measurable improvements in customer satisfaction.

Ready to Modernize with Confidence?

If your organization is navigating similar challenges or considering how to evolve its data infrastructure, Kenway is here to help—offering strategic guidance and hands-on support every step of the way.
Let’s talk.