Beyond Reporting: Creating Operational Excellence with Qlik
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Qlik
Tech Stack
- Qlik Sense
- Qlik NPrinting
- SAP BusinessObjects
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Real-Time Location System (RTLS)
Services
- Data Science Services
About The Customer
PSCU is a credit union-owned cooperative that operates on the principle of “people helping people.” It provides its Owner credit unions competitive rates and a robust array of payment solutions. PSCU helps credit unions offer consumers the products and services they demand by delivering expertise and minimizing ancillary costs, such as fraud detection and mitigation. The company was in the midst of a multiyear initiative to evolve and broaden its call center services when it realized the need for better data organization and visibility.
The Challenge
PSCU, a credit union-owned cooperative, was in the midst of a multiyear initiative to evolve and broaden its call center services when it realized the need for better data organization and visibility. The company was dealing with disparate data sources and flat reporting that lacked analysis, color-coding, and cross-functionality. The reports served specific needs but did not show all the inputs or outputs due to lack of integration. PSCU recognized the need to better organize its data to more effectively align with its business model and to provide the full suite of products and member experience required by its credit union relationships. The view needed to be cross-functional for the company to optimize and innovate where necessary.
The Solution
PSCU started a relationship with Qlik to develop a centralized area to aggregate the disparate data and display it in an easy, integrated way that would deliver the right insights. The company had to undergo a thorough data cleanse of credit union members’ information before it could build solid, usable data models. With alignment and confidence in its source data, PSCU built the COO Dashboard, a centralized system that would demonstrate the company's main business priorities. Since then, PSCU has built 12 new reports that reflect down to the business unit level and a cross-functional Member Experience app that helps analyze the data from credit union service calls. The company also manages the performance management of the call centers with Qlik, and all call center agents get a Qlik NPrinting report of their particular metrics from the Qlik Sense app.
Operational Impact
Quantitative Benefit
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