Forwrd: Customer-oriented predictive decision support

February 15, 2022

An Intellyx BrainCandy Brief

Forwrd curates and attributes business data from multiple sources and uses AI-based formulas to measure and provide analyst-quality insights and recommendations for taking employee or automated action on customer needs.

Leaders at companies with large customer service, sales and marketing workforces face a complicated challenge of joining and aligning data from an array of SaaS-based and API-exposed apps and sources. Just gathering the right criteria for making a decision could involve several complex queries and joins from several collaboration, CRM, service management and operations platforms, much less taking action on progressing a product release or sales objective.

Forwrd’s well-thought-out no-code interface allows a non-technical user to select criteria and decision support routines and create a goal-oriented project atop distributed systems of record, offering predictive analytics and recommended actions for automating responses.

For instance, a sales manager seeking to reduce the time-to-close for large B2B deals wouldn’t just look in Salesforce, they may also want to track activities and milestones within Hubspot or Pardot, and join that with support histories from Zendesk from past engagements, and the current financials of the company, in order to recommend courses of action for the project, including emails or Slack messages.