buw performance manager

Challenge

When it comes to the operational, tactical and strategic management of state-of-the-art service centres, key decision-makers usually have a wealth of different data from a wide range of sources at their fingertips. So generating the data itself is not really the problem - the true challenge lies in processing and transforming the data into actionable information. The data needs to be collated, it has to be flexible, and it must be retrievable via mobile technologies. Ideally, correlations and interactions should be evident at a glance and the user should be able to conduct more detailed analysis with ease.

Solution

Information at the touch of a button: the buw Performance Manager is a tool that makes the right information available in the right format, at the right place, for the right people for management and simulation purposes. This is done by collating the information from all the available systems (e.g. ACD, Dialer, CRM, workforce management systems) and presenting it in a clear illustrated form. As the data is condensed into action-relevant information, decisions can be made quickly and on a sound and well-founded basis.

Implementation

Preparation of key figure concept Definition of performance drivers Reporting and analytics Escalation routines Roll-out/implementation User training Support

What our customers say

"Proactive, not reactive! By using the buw Performance Manager, we can now supply our users with decision-relevant information in day-to-day business instead of just offering them retrospective data. We have also reduced our service and maintenance costs."
Mathias Mallwitz, Deputy Head KSC (Customer Service Centre), Generali Versicherung AG