Success Story: Callpoint
Specialization Application Development – Services
19. January 2021
What’s up in Google Cloud?
26. January 2021
Success Story: callpoint
callpoint data lake: wabion delivers insights on demand
Takeaways:
- Automated reporting relieves staff, saves time and lowers costs
- A properly designed data lake is an effective optimization tool and the basis for the value-adding use of data
- Wabion’s expertise sets the course for a sustainable use of GCP
The owner-managed Callpoint AG, founded in 2007, currently employs more than 600 people at three locations and generates annual sales of over 30 million Swiss francs. The number 2 in the Swiss call center market stands for professional dialogue marketing services in the areas of Telemarketing Outbound, Call Center Inbound 24/7, HR and Digital Solutions. Callpoint customers can count on round-the-clock customer care, on-call and hotline services in four languages and various channels.
In order to facilitate access to crucial business data and to quickly harness the potential for optimization, Callpoint relies on the increased use of leading technologies for the automation of data analysis.
Automation of Manual
management reporting
With the previous on-prem IT infrastructure, Callpoint’s Management Reporting was limited to a monthly report. Due to the lack of integration of various source systems, the key performance indicators (KPIs) had to be compiled manually. As a result, the Callpoint Management set out to introduce a more efficient data analytics solution that takes various requirements into account:
- The management reporting figures (number of billable hours, income per cost center, etc.) are available on a daily basis.
- The integration of the relevant source systems and the automated provision of the data enable cost and time savings.
- The new approach to management reporting can be easily transferred to other areas.
- The new data analytics solution meets the high requirements for handling personal data, which is indispensable for customers in the financial sector.
Through the introduction of Google Workspace as a new collaboration solution, guided by Wabion, Callpoint made its first positive experience with Google Cloud. In order to continue to benefit from the comprehensive expertise of the leading Google Cloud Premier Partner in the DACH region, the Callpoint Management also relied on Wabion for the modernization of the Management Reporting.
“The new management reporting opens up completely new possibilities for us. We recognize relevant business developments much more quickly. If necessary, we can react more specifically and initiate appropriate measures. The new solution with Google Cloud also significantly relieves our staff, saves time and reduces costs, allowing us to think about other areas of application for our core data.”
Reto Veraguth
Head of Callcenter Fribourg and Product Owner Data Lake, Callpoint AG
the new Management Reporting from the Callpoint Data Lake
Building on data lake projects for companies such as AXA and Swiss Steel, Wabion has a broad experience in the use of Google Cloud for data analytics. On this basis, Wabion designed a tailor-made procedure to set the course for Callpoint’s successful Cloud Journey:
1. Value Acceleration Workshop
In a one-day Value Acceleration Workshop workshop, the Wabion experts and Callpoint stakeholders defined the framework for the Callpoint Data Lake. The business stream focused on the vision, goals and the selection of the first use case including the definition of critical success factors. The focus of the technical stream was on security and data protection requirements, the scope definition and an initial prioritization for the implementation phase.
2. Implementation of the Callpoint Data Lake for the Management Reporting (MVP)
When implementing the new Management Reporting as the first use case of the Callpoint Data Lake, Wabion took over the lead for central sub-projects:
- Cloud Foundation: Via a Cloud Foundation, a Wabion core competence, Wabion paved the way for the use of the Google Cloud Platform (GCP) by Callpoint. Following a pragmatic MVP implementation, the set-up of the Callpoint GCP Organization, the regulation of access rights, the development of the GCP Callpoint network and the establishment of an appropriate cost control were on the agenda.
- Data Lake Setup: In order to integrate the data (call center metadata, time recording data, etc.) from the relevant source systems, Wabion set up the data ingestion pipelines and the automated data transformation as the basis for the use of BigQuery. In close coordination with the project team, Wabion also carried out the automated data clean-up and data aggregation for the queries defined by Callpoint. After parameterizing and testing the queries, Wabion supported Callpoint in the specification, calculation, presentation and implementation of the Management Reporting.
Architecture of the Callpoint Data Lake on GCP: The solution developed by Wabion integrates and automates the data upload from various source systems (time recording, call center metadata, etc.) directly or via Cloud Functions in Cloud Storage. The necessary data transformation is performed with Data Flow ensuring that the relevant queries run properly in BigQuery. The Management Reporting is mainly visualized in Google Data Studio.
3. Coaching and Support
Keeping the MVP implementation as lean as possible, the Wabion experts trained the project team in dealing with GCP and the used GCP products such as Cloud Storage and BigQuery. Hence, Callpoint employees were able to independently maintain their data lake after the MVP implementation. For support and advice on further projects, Wabion experts would also be available after GoLive.
“Thanks to the pragmatic, well-founded and goal-oriented support from Wabion, we got from the vision to the result very efficiently. Our staff has learned a lot and is now able to independently develop our data lake further and transfer it to new areas. If needed, we will count on Wabion’s expertise in the future.”
Reto Veraguth
Head of Callcenter Fribourg and Product Owner Data Lake, Callpoint AG
The full picture for
the Callpoint Management
The data lake created by Wabion not only provides the Callpoint Management with relevant KPIs. The new Management Reporting is also an effective tool for recognizing trends and optimization potential:
- Real-time analyses that integrate data from various source systems are available to Callpoint Management on a daily basis.
- The optimized calculation of specific KPIs takes just a few seconds.
- The automation of the Management Reporting relieves staff, saves time and cuts costs.
- Google Cloud enables new ways of data visualization, which makes it easier for management to react quickly.
During the development of the new Data Lake, Callpoint benefited from Wabion’s many years of experience in the pragmatic, needs-based implementation of data analytics projects on the Google Cloud Platform (GCP). By training and supporting the Callpoint project team, Wabion also laid the foundation for an independent further development of the Callpoint Data Lake. The course has been set for the next successful stage of the Callpoint Cloud Journey.
Learn more about the GCP products leveraged in this project:
Cloud Functions, Cloud Storage, Dataflow, BigQuery, Google Data Studio