Case Study: HEROtsc achieves faster deployment, lower admin costs and unified performance with QlikView (Qlik)

Qlikview’s Unique User Driven & Intuitive Tools Allow Herotsc Staff To Control Their Individual Data & Has Revolutionised The Way They Now Measure Staff Performance

HEROtsc is a UK-based business process outsourcing provider with ten contact centres and over 5,000 front-line staff serving major clients such as BskyB and Vodafone. Faced with large volumes of dispersed operational data across offices, the company needed to radically overhaul how data was combined, presented and used to add value—moving away from costly, error-prone manual spreadsheet collation to a more efficient, enterprise-wide approach.

HEROtsc adopted QlikView to unify multiple CRM, telephony and survey data sources into a single, deployable platform, delivering faster rollouts, lower admin costs and a single version of the truth. The solution gives employees visibility of their KPIs and managers balanced scorecards (quartile performance), enabling targeted coaching, releasing management time for development work, and extending analytics across the business to drive measurable improvements in customer experience and client value.

HEROtsc

Niall Gallacher

IT Director