Clear and up-to-date data for managing the largest contact center in the Czech Republic
Project goal
Mplus Czechia manages dozens of customer projects across various domains. The goal of the project was to create interactive management reporting in Power BI that reflects an environment with a high number of parallel customer projects and diverse areas of operation. The assignment also included unifying data from multiple systems, designing a data warehouse optimized for Power BI, and building comprehensive reporting on top of unified data.
The project focused on creating a single reliable data source for reporting, automating data processing with minimal manual intervention, and improving visibility into operator performance and the efficiency of individual projects. The result is reporting that enables management to navigate data faster and supports data-driven decision-making.
30+
Power BI users
1
set of standardized metrics across customer projects
100%
automated data ingestion from operational systems
The project was delivered in several consecutive phases, from initial analysis to reporting deployment and user training. We worked in an environment where customer projects differ significantly in nature, scope, and management approach, which required unifying data and metrics across the entire organization.
We designed a data solution that connects data from operational systems and configuration information about individual projects into one central foundation. This provides management with a unified and reliable view of operator performance and project efficiency across the entire customer portfolio.
The Power BI reporting was built with a strong focus on clarity and easy navigation. The solution includes operational views for team management, project dashboards, and executive summaries that enable fast responses to performance changes and help identify areas for improvement.
The delivery also included training for managers, ensuring fast adoption of the solution and its active use in both day-to-day management and strategic decision-making.
Technologies used
Industry solutions
Solutions
Satisfied client
“As the largest contact center operator in the Czech Republic, we were looking for a management reporting tool that would allow us to track efficiency across projects delivered for our clients in a clear and interactive way, from divisions and projects down to individual operator performance. Thanks to our collaboration with intecs, we now have a solution that unifies the view of key metrics 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.”
CEO, Mplus Czechia a.s.