Qlikview’s Unique User Driven & Intuitive Tools Allow Herotsc Staff to Control Their Individual Data & Has Revolutionised the Way They Now Measure Staff Performance
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- QlikView
Tech Stack
- QlikView
- Various CRM Systems - Siebel, Salesforce.com
- Various Multichannel/Teleco systems - GenesysLabs, Cisco ICM, Avaya Communication Manager
- Customer Survey systems
- Dell Hardware
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Functions
- Business Operation
- Human Resources
- Sales & Marketing
Use Cases
- Personnel Tracking & Monitoring
- Predictive Maintenance
- Real-Time Location System (RTLS)
Services
- Data Science Services
- System Integration
About The Customer
HEROtsc was formed in 1994 with a vision to provide best-in-class contact centre services and technology solutions. Since then, HEROtsc has expanded to create ten contact centres throughout the UK. As one of the UK’s leading Business Process Outsourcing companies, HEROtsc employs over 5,000 front line staff in the UK and India, and is responsible for serving global blue-chip including BskyB and Vodafone. With large volumes of staff and huge amounts of data spread over 10 different UK offices, HEROtsc recognised a need to radically overhaul the way its data was used to add value to both their clients and their own business.
The Challenge
HEROtsc, a leading Business Process Outsourcing company in the UK, was facing challenges in managing large volumes of data spread over 10 different UK offices. The company needed to radically overhaul the way its data was used to add value to both their clients and their own business. They were looking for an efficient and cost-effective way of uniting, presenting, and communicating complex business data throughout the enterprise without the wide range of challenges associated with manual collation using Excel spreadsheets.
The Solution
In 2006, HEROtsc successfully deployed their first QlikView application to allow multiple streams of qualitative and quantitive data to be accessed, viewed and analysed, in one place by staff nationwide. As an early adopter of QlikView, HEROtsc quickly saw the long term benefits that the business discovery solution could bring to their business in the speed of deployment; significant reduction in administration costs; and uniformity of views - creating a single version of the truth. In 2008, the company further identified how QlikView could be used as a tool to measure employees’ performance, by allowing staff to see their own Key Performance Indicator’s (KPI’s). To achieve this, QlikView’s usage was refined to enable business data to be mapped against the business organisational structure so that managers could readily compare the overall performance of different teams as well as the individual performance of team members.
Operational Impact
Quantitative Benefit
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