Clear and Up-to-Date Data for Managing the Largest Contact Centre in the Czech Republic

Project Objective

Mplus Czechia manages dozens of customer projects across various areas, so the goal was to create interactive management reporting in Power BI, unify data from multiple systems, and design a data warehouse for a unified view of performance and efficiency; the result is reliable reporting built on a single data source, automated processing, and faster data-driven decision-making for management.

30+

Power BI users

 

1

set of standardised metrics across customer projects

100%

automated data loading from operational systems

We delivered the project in several consecutive phases, from the initial analysis through to the deployment of reporting and user training. We worked in an environment where customer projects differ significantly in their nature, scope, and management approach, which required the unification of data and metrics across the entire organisation.

We designed a data solution that connects data from operational systems and configuration information about individual projects into one central foundation. As a result, management has a unified and reliable view of operator performance and the efficiency of individual projects across the entire customer portfolio.

We built the Power BI reporting with a strong focus on clarity and easy orientation in the data. The solution includes operational views for team management, project dashboards, and summary management overviews that make it possible to respond quickly to performance developments and identify areas for improvement.

The delivery also included training for managers, which ensured fast adoption of the solution and its active use in day-to-day management and strategic decision-making.

Technologies Used
Industry Solutions
Solution


“The project for Mplus Czechia was an example of a complex BI solution in an environment with high data variability. By connecting Keboola, SharePoint, and Power BI, we managed to create a system that is not only robust but also easy to scale. Excellent cooperation with the Mplus Czechia team enabled fast implementation and high-quality results.”

~ David Miller, Senior BI Consultant, intecs

Satisfied Client

“As the largest contact centre operator in the Czech Republic, we were looking for a management reporting tool that would allow us to clearly and interactively monitor the efficiency of projects managed for our customers from different levels of perspective, from divisions and projects through to operator performance. Thanks to our cooperation with intecs, we gained a solution that unifies the view of key parameters across a large number of diverse customer projects. The delivered solution also met our requirement for easy scalability with additional reports and new projects in the future.”

Petr Studnička

CEO, Mplus Czechia a.s.