Aditya Birla Minacs Accelerates its BPO Global Operations Success with QlikView
Company Size
1,000+
Region
- America
- Asia
Country
- India
- United States
Product
- QlikView
- Minacs Maxview tool
Tech Stack
- Microsoft SQL Server
- Proprietary applications
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Human Resources
Use Cases
- Predictive Maintenance
- Real-Time Location System (RTLS)
Services
- Data Science Services
- System Integration
About The Customer
Aditya Birla Minacs is a business process outsourcing (BPO) solutions provider with 28 years of experience. The company provides customized solutions focused on five core areas of capability: customer relationship management/contact centers, integrated marketing services, knowledge and process outsourcing, finance and accounting outsourcing, and IT. Minacs combines expertise in these areas to improve revenue, customer service, and operating margin for Fortune 500 clients. The company has more than 13,000 employees at locations in North America, Europe, and Asia and has established successful industry practices with clients in the manufacturing/automotive, banking, financial services, insurance, telecommunications, and technology verticals. As a trusted advisor, Minacs — along with its IT business unit, PSI — is well positioned for accelerated success in the global BPO industry, through its multinational footprint, its capabilities in multiple industry verticals, its culturally diverse and knowledgeable workforce, and its ability to deliver best-in-class solutions.
The Challenge
Aditya Birla Minacs, a business process outsourcing (BPO) solutions provider, faced increased competition in the outsourcing market. The company needed to deliver on its promise of ‘timely reporting of results at virtually every stage of the customer relationship lifecycle’ for their clients. This required empowering their frontline team with tools that would enable them to make quicker, faster, and informed decisions. The company had deployed multiple systems across regions for its key operations, each with its own reporting mechanism. Consequently, cross-functional analysis was non-existent. The executive team found the process cumbersome, and weren’t sure of the reliability and accuracy of these reports.
The Solution
Aditya Birla Minacs deployed QlikView at their customer relationship centers to empower their frontline team with tools that would enable them to make quicker, faster, and informed decisions. The company developed the Minacs Maxview tool using QlikView to link disparate IT systems and tools for their BPO solutions and deliver an integrated business intelligence platform. The Minacs Maxview tool is a web-based portal that serves the needs of various functional groups including—operations, account management, finance, and human resources by providing these individual groups with custom views that offer real-time, day-by-day data for a specific program or site. QlikView was deployed to help consolidate information from its centers across the globe and to provide fast, reliable, and visual reporting. As a result, managers have access to real-time information on productivity levels and performance of their team thus enabling them to plan, revise/tweak their strategies to ensure meeting their customer’s goals.
Operational Impact
Quantitative Benefit
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