Case Study 2 - Retailer Data Warehouse Implementation
A Medium size retailer required the implementation of a Data Warehouse (DWH) solution
for their Contact Centres (CC). The currently situation saw the teams located at each centre producing Management Information
(MI) reports for the local management and head office management, equally any other teams who wanted to use the data generated
by each CC were unable to easily access or use that data.
When Keseray was given the opportunity to manage the Telephony/Work Force Management (WFM) upgrade
at all the CC sites, we decided to add this requirement to the list of objectives and link all CC data to the central
DWH. This was agreed with the senior management team as an excellent idea. When the new version of the Telephony/WFM software
were implemented a link was provided between the local systems and the DWH at the Data Centre. Data Requirement documents
were produced to ensure we captured the correct and appropriate data for the current and, where possible, future MI reporting
needs, this was agreed with each CC site and combined into one feed. We then enlisted the support of a number of
3rd party IT providers who help us build the additional DWH scheme and tables and generate a number of standard daily/weekly/monthly
reports - via the established Business Intelligence application.
Once completed anyone
could access the data generated by the CC and either report on the sites or add the the additional information to any report.
The additional benefits were; one version of the truth, centralised data storage, the ability to have daily updates
to the DWH (a first for the Retailer) and a reduction in the work load for the CC site IT teams (approx. £200k
in saving per year) - this meant either a reduction in the workforce or in this retailers case an increase
in the level of customer service (due to more resource being allocated to the areas which could be improved)