Resources Case Study
Enabled a live COO dashboard with executive KPIs to drive Performance Management and Self-Service analytics for end users.
Sitel is a leader in Customer Experience Management with presence in 150 locations worldwide. The company relied on multiple systems including 3rd party apps to manage their operations data. The nature of data and its siloed existence across regions made it difficult for management to access global KPls.
There was a need for better data management, storage and accessibility to leverage analytics across business lines. A blueprint to operationalize key KPls for senior executives was envisaged as part of Sitel’s digital transformation strategy. Execution held key to their success.
Gainlnsights played a key consultative role from inception through the realization of dashboards. Data from all their systems was transformed using Talend, and moved to a highly secure data lake managed in Hadoop, from where custom reporting needs of Sitel’s business lines were addressed.
Sources: SAP, GDW, IVR, Kronos, Telephony