insightsoftware > Case Studies > Telco Services Australia: Transforming Reporting Structures with Dundas Dashboard Technology

Telco Services Australia: Transforming Reporting Structures with Dundas Dashboard Technology

Company Size

1,000+

Region

Pacific

Country

Australia

Product

Dundas Dashboard Technology

Tech Stack

Data Visualization

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Real-Time Location System (RTLS)

Services

Data Science Services

About The Customer

Telco Services Australia (TSA) is one of Australia’s largest national providers of outsourced sales and marketing support. The company offers assistance to organizations needing help with their outbound telemarketing, sales consultancy, and face-to-face marketing channels. TSA has worked with some of Australia’s best-known brands to deliver sales and service solutions that focus on premium customer experience, cost-effective business process outsourcing, and hosted technology solutions. The company handles about 500,000 transactions per month, each of which provides data that can shed light on key performance indicators such as productivity and earnings.

The Challenge

Telco Services Australia (TSA), one of Australia’s largest national providers of outsourced sales and marketing support, was facing a challenge with its reporting structure. The company, which handles about 500,000 transactions per month, was using a static reporting structure that involved compiling and downloading spreadsheets into a 'report console'. This method only provided a snapshot in time and had to be repeated daily, making it inefficient and time-consuming. The company needed a solution that would provide real-time, accessible, and meaningful data displays that could be used to improve productivity and earnings.

The Solution

TSA decided to move from a static to a dynamic reporting structure by implementing Dundas Dashboard Technology. The company hired Dundas Professional Services to maximize their return on investment and ensure the right data was presented in the right way. The consultancy provided the expertise needed to understand the data in a broader sense and rapidly deploy the dashboards, integrate them with other tools, and customize them as needed. The dashboards provided a simplified, real-time visual display of data, allowing managers and agents to take action to influence improvements. The mobile capabilities of the software added to the immediacy of the data, enabling managers to provide coaching on the spot.

Operational Impact

The implementation of Dundas Dashboard Technology transformed TSA's reporting structure from static to dynamic.
The dashboards provided a simplified, real-time visual display of data, allowing managers and agents to take action to influence improvements.
The mobile capabilities of the software added to the immediacy of the data, enabling managers to provide coaching on the spot.
The consultancy provided by Dundas Professional Services helped TSA understand their data in a broader sense and rapidly deploy the dashboards.

Quantitative Benefit

Increased productivity across the workforce.
Significant time savings for managers who no longer had to manually generate reports.
Improved ability to track and improve key performance indicators.