Case Study: Allergan achieves near-live customer service visibility and supports 50% transaction-volume growth without extra headcount with Tableau Software

Allergan Prescribes Tableau Treatment for Data Woes

Allergan, a global multi-specialty healthcare company, struggled in its EMEA customer service organization with fragmented contact-center systems across 12 sites, roughly 15 million transaction lines per year, and almost no visibility into service levels. Monthly reporting was slow and error-prone, analysts spent days preparing dashboards, and delays threatened order fulfilment and sales—especially for elective procedures.

Allergan standardized on Genesys for contact handling and deployed Tableau for analytics, blending large extracts and refreshing Genesys data every 15 minutes. The change automated reports (reducing a monthly compliance task from six hours to 30 minutes), enabled near‑live dashboards for ~200 users, eliminated the reporting queue, supported a 50% transaction-volume increase with no additional headcount, and delivered ROI in under a month.

Allergan

Joe Madigan

Director of Customer Services