Case Study: Toshiba Europe optimises service quality and performance monitoring with QlikView (Qlik)

Toshiba Europe Optimises Service Quality with QlikView

Toshiba Europe, the regional arm of Toshiba Corporation, needed to protect its reputation for high-quality products and service while managing outsourced customer-contact centres and repair operations across eight countries. The challenge was to measure and continually improve end-to-end processes and KPIs (call length, resolution times, repair turnaround) across a heterogeneous IT landscape—without heavy reliance on internal IT, expensive consultants or a separate data warehouse.

Toshiba implemented QlikView in a matter of weeks, with the service operations team driving the rollout and IT only managing servers; QlikView ingests data directly from Siebel, SQL Server, AS/400, Oracle and Excel to deliver fast, web-accessible KPIs and SLA alerts. The solution provided rapid, low-cost cross-system visibility, faster manager response to issues, measurable improvements in service and repairs, actionable product-development insights and expansion of the tool to other business areas.

Toshiba Europe

Uwe Feil

General Manager Technical Service and Support