Big Data Helps Improve Customer Satisfaction Mapping

The Story

With more than 5,000 employees, this Financial Institution is one of the largest sources of financing for multifamily housing. It stabilizes residential mortgage markets and expands opportunities for home ownership and affordable rental housing. It participates in the secondary mortgage market by purchasing mortgage loans and mortgage-related securities for investment and by issuing guaranteed mortgage-related securities. The secondary mortgage market consists of institutions engaged in buying and selling mortgages in the form of whole loans (i.e., mortgages that have not been securitized) and mortgage-related securities.

The Challenge

At the current rate at which the data is growing the volume of data at this Company is expected to reach 75 petabytes by the end of 2016. The Company is also faced with challenges related to the management of this large data to be in compliance with regulatory demands in a cost effective manner. The lack of process and data standards, combined with outdated consolidation and management reporting systems, prevented leadership to gain insights they required to manage their business effectively. Achieving a single view of customer behavior across multiple channels and touch points would require changes to how data is collected, analyzed and used across the organization. Key to success of this customer master data investment would be input from multiple groups of stakeholders representing marketing, operations, services, and IT.

Our Solution

Centennial teamed with the Company to develop a ‘Vision’ of how customer and mortgage data from various channels could be used to predict buying behavior. With working hypothesis established, a team of Centennial professionals was assembled with experience in finance and consumer business, information management, IT architecture and strategy, program and portfolio management

and project management. Business requirements and technical assessment were conducted that included multiple interviews with a variety of stakeholder groups spanning across sales and marketing, operations, supply chain and others with a vested interest in the success of the proposed solution.

The assessment identified opportunities to capture, analyze and leverage data to create a single view of the customer experience. Pain points and challenges in the current system were identified and defined, and key capabilities were also defined, ranging from data capture, access, and analysis to decision support. The assessment also delivered a mapping of various alternative “Big Data” technologies to support the reconciliation of inconsistent customer data formats. With this analysis, a proposed architecture for people, process and technology was developed, along with an implementation roadmap that was reviewed with the stakeholder groups.

To validate the proposed plan, Centennial conducted an eight-week analytics proof-of-concept pilot focused on two industry-leading parallel database platforms. The pilot resulted in an evaluation of each platform’s strengths and weaknesses. Stakeholders made the final selection of the platform that would appropriately support their needs and operating environment. Centennial worked very closely with IT and various Stakeholders in implementing the Big Data Platform. This includes identifying various data sources, creating routines by combining traditional structured data with unstructured data, performing data quality checks, and deploying predictive analytics. The new solution enabled performing data analysis using data mining and visualization techniques that allow for a detailed review of business processes, key reports and KPIs.


By analyzing the data and providing actionable intelligence, executives are able to better assess and anticipate changes in customer behavior by improving effectiveness of business processes and enhance customer satisfaction. The new solution provided customer insights for executives, enabling them to capture and store customer interactions across multiple channels in a single data repository. The Company now benefits from the business intelligence and analytical use cases associated with the end user data consumption requirements necessary to achieve business benefits or satisfy mandates.

The process now has the capability to control the variance in costs, durations and customer interactions. This has resulted in a 33% faster resolution process. The handler (whose assignment is based on the analytics that Centennial delivered) is now fully informed of the predicted key metrics and is able to keep the customer duly informed. This has resulted in higher levels of customer satisfaction – 28% reduction in customer complaints, and a steady fall in attrition. Overall, the initiative has led to a 20% reduction in cost.


Sunitha Ravi

Vice President of Operations and Delivery

Sunitha Ravi is the Vice President of Operations and Delivery at Centennial Technologies Inc. In her role, she focuses on building trusted relationships with senior federal clients while driving innovative and customer-centric solutions. Using over 26 years of experience supporting both the public and private sectors, Sunitha aligns technology with strategic business and operational goals while managing operations and technology teams to deliver excellent customer service.

Before Centennial, Sunitha was a Director at VMWare public sector and led various programs for federal clients through agile and scrum practices while meeting growth and profitability goals. Before VMWare, Sunitha held various leadership positions at Verizon, Terramark, and Tetra Tech. She managed the delivery of financial and technology solutions and served as a trusted advisor to executive and management stakeholders. She successfully led teams of over 200 staff and agency portfolios with ~$100M in annual revenue. She supported financial teams and improved the finance function by driving more efficient processes and streamlining financial reporting.

She holds a Master’s degree in environmental engineering and is an Earned Value Practitioner (EVP), Project Management Professional (PMP), and Information Technology Infrastructure Library (ITIL) certified. She lives in Ashburn, Virginia, with her husband and two daughters and enjoys traveling, spending time with friends and family, and cooking.

Ben Marglin

Vice President of Business Development

Ben Marglin is Vice President of Business Development at Centennial Technologies, focused on developing and leading the growth strategy for Centennial. With over 25 years of experience in public sector management and technology consulting, Ben’s strengths include building strong client relationships with both existing and prospective clients, and serving as a people leader across the organization, helping to promote a strong and healthy company culture. Ben leads the growth team to identify and capture new opportunities across the business development lifecycle, working to expand Centennial’s business in the Federal and commercial space. 

Before Centennial, Ben was a Senior Vice President at Karsun Solutions, where he led client delivery for a ~$130M portfolio across several Federal civilian agencies and led a team of over 500 folks providing support to Federal clients. He spent 17 years with Booz Allen Hamilton, mainly in Federal Civilian market leadership roles where he had full P&L responsibility for a portfolio of Federal agencies, and he also spent two years in BAH’s Strategic Innovation Group (SIG) helping to lead the Digital Solutions practice area. Earlier, Ben worked for American Management Systems (AMS) providing IT and management solutions to state and local clients, and he spent three years on Capitol Hill working in the U.S. Senate.

Ben’s areas of expertise include digital strategy and transformation, acquisition, change management, and IT program management. He has a master’s degree in public policy from Duke University and a bachelor’s degree from Colby College and has professional certifications in Program Management (PMP), AWS Cloud, Agile (SAFe and ICAgile), Change Management (CMAP), ITIL, and Technology Business Management (TBM). Ben lives in Northern Virginia with his wife, son, and goldendoodle Sophie, and when he’s not doing yard work, he enjoys golf, running and biking, and following his native Boston sports teams. You can connect with him on LinkedIn or Twitter.


Ned Blackburn

Director of Growth and Client Success

Ned Blackburn is the Director of Sales and Business Development at Centennial Technologies Inc. In his role, he focuses on exceeding clients’ expectations through delivering innovative solutions, advising customers, and working with solution partners. Ned brings 25 years of experience in strategic account management, program management, and business development in the federal and commercial sectors to Centennial.

Before Centennial, Ned was a Director at Grant Thornton, providing subject matter expertise on IT modernization, financial management, and business transformation initiatives. He focused on building resilient and agile teams to support various federal agencies. Prior to Grant Thornton, Ned held several leadership positions in small and large businesses where he led business development, capture management, and vendor partnerships. He built and managed large teams specializing in Enterprise Resource Planning (ERP), Business Intelligence, and Data Warehousing solutions.

Ned earned his Bachelor of Business Administration from Ohio University, is a Project Management Professional (PMP), Certified Scrum Master (CSM), and ITIL4 certified. He lives in Ashburn, Virginia, with his wife and three children. He enjoys coaching little league baseball, playing golf, and cheering for Cleveland sports teams.


Antonio "Tony" Hylton

Cheif Strategy Officer​

Antonio “Tony” Hylton is Chief Strategy Officer for federal and state sectors at Centennial Technologies Inc. In this role, he develops service offerings, establishes strategic partnerships, and supports acquisitions. Tony brings over 30 years of public and private sector experience with business transformation, organizational change management, and innovative solutions to Centennial.

Before Centennial, Tony held various leadership positions at Verizon and managed over $100 million per quarter in sales. He guided the relationships with the National Association of State CIOs, National Association of State Technology Directors, US Conference of Mayors, and numerous state, local, and public safety agencies. Before Verizon, Tony served as Chief Information Officer (CIO) of Cook County, IL, where he led budget planning and execution, process optimizations, and technology innovation. Before Cook County, Tony held a variety of leadership positions with the Center for Digital Government (CDG), Dell-EMC, AT&T, and MCI.

Tony earned his bachelor’s degree from Northeastern University, is an accomplished Lean Six Sigma Black Belt, and Certified Scrum Master. He loves golf and watersport activities. He is a home chef with a specialty in Asian-Fusion and Japanese Cuisines.


Mani Allu

Founder and Chief Executive Officer

Mani Allu is the Founder and Chief Executive Officer of Centennial Technologies Inc. With over 25 years of experience providing financial and technical solutions, Mani provides overall direction to the corporate growth strategies, differentiated capabilities, and company culture. He works directly with customers, employees, and partners daily and fosters the work environment to develop and deliver highly innovative solutions.

Before founding Centennial, Mani held leadership positions at Verizon, where he led operations and delivery of enterprise services for public and commercial sectors, supporting $240M in revenue. He focused on solutions that drove efficiency and effectiveness, including financial transformation, organizational development, business intelligence, data analytics, application and system modernization, cloud enablement, and cybersecurity. Before Verizon, Mani served as the Vice President at ADS Inc. and supported the telecommunications, financial, retail, and media sectors. He orchestrated the creation and management of service offerings, supervised partnerships, and supported mergers and acquisitions.

He earned his Master’s degree from West Virginia University and lives in Ashburn, Virginia, with his wife and kids. He enjoys tennis and supporting his home sports teams.