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Case Study

Empowering Data-Driven Decision Making

Overview:

An Inside Sales Team at a Fortune 1000 company needed to build an analytic infrastructure that enabled real-time reporting on KPIs, specifically agent performance metrics and sales conversion rates, and democratize data across their organization.

Challenge:

Our client’s call-center utilizes multiple applications to manage all inbound leads across 30 divisions around the US (on-premise and cloud applications). These systems lack robust reporting and the data does not integrate across platforms. Also, their IT Department lacks resources and expertise to quickly implement a system to manage the reporting needs of this organization.

Solution:

By utilizing the power of Alteryx, we were able to integrate all call-center and CRM-related data in real-time. These workflows completely automate the process of ingesting, cleansing, and storing data from 3rd party and internal applications (utilizing their APIs) into a centralized repository. Alteryx performs all of the data manipulations and disseminates individualized excel reports to the entire sales organization via email. Real-time reporting dashboards were deployed to Tableau Online where Sales leaders are able to access them on-demand.

Impact:

​Because our client was able to utilize real-time dashboards to monitor the performance of the inside sales team, they were able to use data to make decisions that would ultimately affect business performance.

Key Insight: Scheduling was an immediate insight from this dashboard. By optimizing the scheduling of the agents, they were able to answer 20-30% more calls and increase lead conversion by over 15%.

Project Overview

Goals:

  • Build an analytic infrastructure that allows real-time reporting on key performance metrics and democratizes data across the organization

Solution:

  • Build an analytic infrastructure using Alteryx & Tableau to blend, model, and store all data sources, and visualize results.

Impact:

  • Because our client was able to utilize real-time dashboards and democratized data to monitor call center performance, they were to increase their lead conversion significantly.

Ready to do more with your data?

If you have questions or you’re ready to discuss how The Simple VUE can help you empower your organization, talk to an Analytics Consultant today.

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