Takeaways:
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.
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:
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.
Reto Veraguth
Head of Callcenter Fribourg and Product Owner Data Lake, Callpoint AG
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:
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.
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:
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.
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.
Reto Veraguth
Head of Callcenter Fribourg and Product Owner Data Lake, Callpoint AG
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:
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