Case Study: Cendris Customer Contact achieves near-real-time performance insight and a Business Balanced Scorecard in weeks with Qlik

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

Cendris Customer Contact BV, part of Cendris and the largest facility service supplier in the Netherlands with over 2,700 employees, needed timely, consistent insight into contact-center performance. They were stuck with static, Excel-based monthly reports from multiple disparate systems, which produced inconsistent data, slow analysis and limited ability to deliver up-to-date reports to managers and clients.

Cendris built a SQL data warehouse and deployed QlikView, delivering a Daily Review proof of concept in three weeks and expanding it into a full Business Balanced Scorecard with KPI dashboards across financial, commercial, HR and operational areas. They also tied outbound campaign data to Google Maps for better targeting—giving managers, teams and customers near real-time, drillable reports that sped decision-making, improved campaign efficiency, reduced costs and increased customer satisfaction.

Cendris

Sito Vissering

Manager Information Management and Process Control