Key points
Numendo supported luxury house in analyzing, structuring, and visualizing data for its global Customer Service Center. This project enhanced KPI relevance, improved operational management, and highlighted the business impact of customer interactions.
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data experts deployed on a long-term assignment to manage and revamp the data strategy for the global CSC
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Power BI / GCP / BigQuery / Dataiku reporting infrastructure deployed to track performance across 12 customer service centers
context
Luxury house’s Central Customer Service (CSC), composed of 12 centers worldwide, sought to optimize global and local performance management. This required structuring existing data, designing relevant key performance indicators, and improving report accessibility and visualization.
This luxury house partnered with Numendo to completely overhaul its data strategy for CSC performance management and address specific analytics and reporting needs.
This luxury house partnered with Numendo to completely overhaul its data strategy for CSC performance management and address specific analytics and reporting needs.
intervention : Driving Data Analytics and Performance Management
Two data experts joined luxury house’s CSC team for a long-term assignment to:
• Data Modeling: Build a robust data model to streamline reporting and decision-making
• Data Preparation: Analyze and prepare large volumes of multi-source data
• Dashboard Development: Redesign and develop Power BI dashboards with enhanced data visualization
• Regular Reporting: Deliver weekly, monthly, and annual reports on CSC activity
• Ad Hoc Studies: Conduct tailored analysis for various business teams
• Data Quality Assurance: Test databases and ensure multi-source data reliability
• Business Workshops: Lead scoping workshops to challenge and refine operational team requirements
• Data Enablement: Train internal teams to effectively leverage data tools
• Data Modeling: Build a robust data model to streamline reporting and decision-making
• Data Preparation: Analyze and prepare large volumes of multi-source data
• Dashboard Development: Redesign and develop Power BI dashboards with enhanced data visualization
• Regular Reporting: Deliver weekly, monthly, and annual reports on CSC activity
• Ad Hoc Studies: Conduct tailored analysis for various business teams
• Data Quality Assurance: Test databases and ensure multi-source data reliability
• Business Workshops: Lead scoping workshops to challenge and refine operational team requirements
• Data Enablement: Train internal teams to effectively leverage data tools
results
Through Numendo’s support, a luxury house now relies on an efficient data infrastructure built on Power BI, Google Cloud Platform (GCP), BigQuery, and Dataiku. The redesigned dashboards feature an optimized user experience, enabling fluid navigation and rapid data interpretation.
Additionally, innovative KPIs were introduced to measure the direct sales impact of customer service. A key indicator revealed that approximately 50% of CSC interactions result in a purchase through another sales channel, underscoring the strategic value of customer service.
Additionally, innovative KPIs were introduced to measure the direct sales impact of customer service. A key indicator revealed that approximately 50% of CSC interactions result in a purchase through another sales channel, underscoring the strategic value of customer service.
