CASE STUDY

Modern Data & Visualization solutions reduce Call Center times by 50%

The Challenge

A leading retail supplier was experiencing heavy delays at their Call Center. It took customer service reps 10 minutes, on average, to pull up order details and customer information. In the current state data model, the Call Center system was pulling information from multiple, disparate Enterprise Resource Planning (ERP) systems. To compound the issue, these ERPs had limited search criteria and had questionable data integrity due to misspellings, inconsistent formatting, and incorrect customer information. Reps also had no way of visualizing Product and Customer data because the current system lacked this critical component. This, in turn, prolonged call sessions frustrating data consumers and, more importantly, customers.

The Conflict


A global retailer is suffering from disparate ERP systems and obsolete data models leading to siloed data. These issues are compounded by difficulties integrating data for Business Intelligence applications and a total lack of Data Visualization tools. These pain points are draining resources and causing customer service setbacks.

The Solution

After a thoughtful discovery session, our team provided Proof of Concepts (POC) that outlined the benefits of building a Call Center Dashboard that would allow end users to easily search, find, and interact with customer information. We also determined that by consolidating the organization’s multiple ERP systems into a centralized repository, data silos would break down and data quality would improve.

Our team, in conjunction with our client's key stakeholders, identified the Snowflake Cloud Data Platform as the best option to manage, store, and cleanse the organization’s data assets. After migrating legacy systems to Snowflake, we successfully connected the data warehouse-as-a-service platform to Microsoft Power BI for enhanced data visualization capabilities. This allowed our team to develop actionable dashboards for the struggling Call Center. Finally, we provided customized training which enable self-service analytics capabilities to end users empowering them to utilize this new technology efficiently and effectively.

Goals

Equip customer service reps with trusted data and self-service Data Visualization capabilities to improve Call Center performance.

The Result

By leveraging our framework and expertise, along with the modern data solutions provided by Snowflake and Power BI, our team was able to improve the organization’s overall data quality and build a sophisticated Call Center dashboard that provided customer service reps with timely and trusted data. Having the ability to refresh this dashboard with up-to-date information also allowed for real-time decision making. As a result, the length of customer calls decreased by 50%, which not only increased productivity but customer satisfaction as well.

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