Qlik Case Studies Beyond Reporting: Creating Operational Excellence with Qlik

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	Beyond Reporting: Creating Operational Excellence with Qlik Qlik

Beyond Reporting: Creating Operational Excellence with Qlik

Qlik

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Use Cases	Real-Time Location System (RTLS)
Services	Data Science Services
Challenge	PSCU, a credit union-owned cooperative, was in the midst of a multiyear initiative to evolve and broaden its call center services when it realized the need for better data organization and visibility. The company was dealing with disparate data sources and flat reporting that lacked analysis, color-coding, and cross-functionality. The reports served specific needs but did not show all the inputs or outputs due to lack of integration. PSCU recognized the need to better organize its data to more effectively align with its business model and to provide the full suite of products and member experience required by its credit union relationships. The view needed to be cross-functional for the company to optimize and innovate where necessary. Read More
About Customer	PSCU is a credit union-owned cooperative that operates on the principle of “people helping people.” It provides its Owner credit unions competitive rates and a robust array of payment solutions. PSCU helps credit unions offer consumers the products and services they demand by delivering expertise and minimizing ancillary costs, such as fraud detection and mitigation. The company was in the midst of a multiyear initiative to evolve and broaden its call center services when it realized the need for better data organization and visibility. Read More
Solution	PSCU started a relationship with Qlik to develop a centralized area to aggregate the disparate data and display it in an easy, integrated way that would deliver the right insights. The company had to undergo a thorough data cleanse of credit union members’ information before it could build solid, usable data models. With alignment and confidence in its source data, PSCU built the COO Dashboard, a centralized system that would demonstrate the company's main business priorities. Since then, PSCU has built 12 new reports that reflect down to the business unit level and a cross-functional Member Experience app that helps analyze the data from credit union service calls. The company also manages the performance management of the call centers with Qlik, and all call center agents get a Qlik NPrinting report of their particular metrics from the Qlik Sense app. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Use Cases

Real-Time Location System (RTLS)

Services

Data Science Services

Challenge

PSCU, a credit union-owned cooperative, was in the midst of a multiyear initiative to evolve and broaden its call center services when it realized the need for better data organization and visibility. The company was dealing with disparate data sources and flat reporting that lacked analysis, color-coding, and cross-functionality. The reports served specific needs but did not show all the inputs or outputs due to lack of integration. PSCU recognized the need to better organize its data to more effectively align with its business model and to provide the full suite of products and member experience required by its credit union relationships. The view needed to be cross-functional for the company to optimize and innovate where necessary.

About Customer

PSCU is a credit union-owned cooperative that operates on the principle of “people helping people.” It provides its Owner credit unions competitive rates and a robust array of payment solutions. PSCU helps credit unions offer consumers the products and services they demand by delivering expertise and minimizing ancillary costs, such as fraud detection and mitigation. The company was in the midst of a multiyear initiative to evolve and broaden its call center services when it realized the need for better data organization and visibility.

Solution

PSCU started a relationship with Qlik to develop a centralized area to aggregate the disparate data and display it in an easy, integrated way that would deliver the right insights. The company had to undergo a thorough data cleanse of credit union members’ information before it could build solid, usable data models. With alignment and confidence in its source data, PSCU built the COO Dashboard, a centralized system that would demonstrate the company's main business priorities. Since then, PSCU has built 12 new reports that reflect down to the business unit level and a cross-functional Member Experience app that helps analyze the data from credit union service calls. The company also manages the performance management of the call centers with Qlik, and all call center agents get a Qlik NPrinting report of their particular metrics from the Qlik Sense app.

Impact #1	PSCU was able to integrate disparate data sources into a single view with Qlik.
Impact #2	The company can now update and refresh its data every 30 minutes, compared to only being able to update data daily before.
Impact #3	Call center agents can now review their metrics daily, compared to only once a week before.

Impact #1

PSCU was able to integrate disparate data sources into a single view with Qlik.

Impact #2

The company can now update and refresh its data every 30 minutes, compared to only being able to update data daily before.

Impact #3

Call center agents can now review their metrics daily, compared to only once a week before.

Benefit #1	In less than a year since starting, PSCU can review the results and ask whether it's viewing statistically significant improvements in their overall scores based on Qlik’s impact.
Benefit #2	By the end of the fourth quarter, PSCU believes that it will be able to share member experience impacts and considerable financial savings because of Qlik.

Benefit #1

In less than a year since starting, PSCU can review the results and ask whether it's viewing statistically significant improvements in their overall scores based on Qlik’s impact.

Benefit #2

By the end of the fourth quarter, PSCU believes that it will be able to share member experience impacts and considerable financial savings because of Qlik.

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Overview

Beyond Reporting: Creating Operational Excellence with Qlik

Operational Impact

Quantitative Benefit