Case Studies: Data Analysis & Reporting

---

Client Description: 

A non-profit customer was updating their outbound email campaign process.  

Problem: 

Many of the  email campaigns were duplicated but each copy contained different emails.  This was causing customer confusion as emails were going to the wrong customers.  This limited the non-profits ability to communicate with it's customers effectively.

Solution: 

Using Excel Macros we were able to go through the 20,000 emails across 100+ campaigns and properly assign them to the correct campaigns.

Efficiency Gain: 

We were able to complete this work in under two days when it would have taken their staff weeks to do this work manually.  Additionally, the new format is much more sustainable and easier to use.

Client Description: 

A call center needed a better way to forecast future staffing needs. 

Problem: 

Historically, executives told the call center management how many agents were needed for the upcoming peak season.  Many times this resulted in the call center being over or understaffed.  This meant the call center was paying agents to site idle or paying overtime to bring in extra bodies.

Solution: 

We customized an industry standard staffing model to account for the unique aspects of this business. 

Efficiency Gain: 

This solution was data-driven and repeatable meaning model inputs could be modified and various scenarios could be run allowing management to make the best decision rather than being told what to do.  This led to the call center being staffed much more effectively.