Qlik > Case Studies > Cendris builds Business Balanced Scorecard in a few weeks using QlikView to drive their strategic goals

Cendris builds Business Balanced Scorecard in a few weeks using QlikView to drive their strategic goals

Customer Company Size

Large Corporate

Region

Europe

Country

Netherlands

Product

QlikView
Synergy
Globe
Trinicom
QMS layer

Tech Stack

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Cost Savings
Customer Satisfaction

Technology Category

Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Functions

Sales & Marketing
Business Operation

Use Cases

Real-Time Location System (RTLS)
Predictive Quality Analytics

Services

Data Science Services
System Integration

About The Customer

Cendris Customer Contact BV is a subsidiary of Cendris and is responsible for the contact center services. The company takes care of all inbound and outbound customer contact, such as customer service, technical helpdesk and marketing services for Business to Business. With over 2,700 employees, Cendris Customer Contact is the largest facility service supplier in The Netherlands. Having up-to-date data, as well as having the ability to analyze the data, is essential for the company. As a service provider, efficiently placing people and optimizing company processes is crucial to achieving positive results. Delivering clear reports to their customers regarding response time and quality, is essential for providing them insight into the company's added value.

The Challenge

Cendris Customer Contact, a service provider, was facing challenges with their existing reporting system. The company relied on static reports from different source systems and monthly reports based on Excel. This resulted in problems due to the use of different types of data from various source systems. The slow speed and lack of flexibility in reporting left much to be desired. Furthermore, they wanted to provide their clients with uniform, up-to-date and consistent reports all with a comprehensive look and feel. The company's first step towards a full Business Intelligence solution was unlocking the different source systems, including Synergy, an Exact business process management solution for time registration, leave, absenteeism and payroll management; and Globe also from Exact, for the financial administration and different systems for calling, planning and email handling.

The Solution

Cendris Customer Contact chose QlikView as their Business Intelligence solution. The operational manager and ICT manager discovered QlikView at a conference and found it to be the solution they had been looking for. They compared QlikView with other applications such as Cognos, Excel 2007 and Crystal Reports Enterprise. QlikView exceeded the other solutions in flexibility and in creating and analyzing reports, and also proved to be the most cost-effective. After choosing QlikView, they immediately started the implementation. They first focused on creating an application that provides insight into Cendris’ daily performance, based on several Key Performance Indicators (KPIs). The first application, Daily Review 1.0, was designed as a Proof of Concept. It made reporting and analysis of operational data detailed on a daily level possible, including reports of turnover, costs, time, results and sick leave.

Operational Impact

QlikView enables Cendris Customer Contact to offer near real-time data in a comprehensive format with next to no effort.
The management team, subsidiary managers, sales teams, team leaders and Cendris Customer Contact’s customers have immediate insight into the performance measured against their relevant targets.
Reporting and analyzing data has never been easier.

Quantitative Benefit

The development of the first application happened incredibly fast. After defining the KPIs it took only three weeks to complete the implementation and fully train eight developers on QlikView.