English (US)
Case Study
Optimization of the telephone channel with real-time integration.
Challenge and Solution
Desafío y solución
In 2020, Stanley Black & Decker faced limited operations on its telephone channel, managed through the Five9 platform, which received most of the volume of call center interactions.
The platform relied on manual processes to access metrics and KPIs such as response speed, abandonment rate and service level. In addition, the visualizations were not intuitive, the reports were slow to generate and there was no access to real-time data.
This made it difficult to analyze calls and identify opportunities for improvement, since the platform was not user-friendly and did not allow the necessary metrics to be calculated efficiently.
To maintain its leadership in innovation and service, Stanley Black & Decker needed to integrate Five9 with Geckoboard and create a system that would provide real-time information and automated processes.
This is where we came in.
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Methodology and Tools
Metodología y Herramientas
Our team developed and implemented an integration that connected both platforms, optimizing the operational processes of the call center. This eliminated the dependency on a supervisor or data analyst to manually generate and upload reports to the dashboard.
In addition, being designed to receive information in real time, the solution made periodic manual updating unfeasible, ensuring a more agile and efficient operation.
Key project processes:
Initial diagnosis
We identified critical KPIs and the flow of existing manual processes was analyzed.
Report automation
The configuration of automatic reports in Five9, using its API, allowed the generation of data every 10 minutes to ensure up-to-date information.
Data transformation
We process and restructure the information to fit the format required by Geckoboard, ensuring effective integration.
Customizing visualizations
We design and configure custom widgets on Geckoboard to display relevant metrics intuitively and in real time, according to the specific needs of the operation.
Tests and adjustments
We carry out tests and iterations until we achieve optimal performance and ensure the reliability of the implemented system.
Our team developed and implemented an integration that connected both platforms, optimizing the operational processes of the call center. This eliminated the dependency on a supervisor or data analyst to manually generate and upload reports to the dashboard.
In addition, being designed to receive information in real time, the solution made periodic manual updating unfeasible, ensuring a more agile and efficient operation.
Key project processes:
Initial diagnosis
We identified critical KPIs and the flow of existing manual processes was analyzed.
Report automation
The configuration of automatic reports in Five9, using its API, allowed the generation of data every 10 minutes to ensure up-to-date information.
Data transformation
We process and restructure the information to fit the format required by Geckoboard, ensuring effective integration.
Customizing visualizations
We design and configure custom widgets on Geckoboard to display relevant metrics intuitively and in real time, according to the specific needs of the operation.
Tests and adjustments
We carry out tests and iterations until we achieve optimal performance and ensure the reliability of the implemented system.
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TEAM
To successfully carry out this digital transformation, we formed a highly specialized agile cell capable of addressing the technical and operational challenges of integration. Our team was comprised of:
Responsible for ensuring the stability and operability of the integration, ensuring that data flowed without interruption and resolving any technical issues in real time.
Responsible for programming and configuring the integration between Five9 and Geckoboard, ensuring that the reports were generated automatically and that the information was transformed correctly for viewing.
He led the coordination of the project, managing time, aligning expectations with the customer and ensuring the implementation of an efficient solution that responded to the needs of the call center.
TEAM
Results
Results
In Only 2 weeks, the integration fully automated the visualization of the response speed, abandonment rate and service level of the Stanley Black & Decker call center. This allowed the Customer Service Manager:
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With this project, Stanley Black & Decker took a decisive step towards the digital transformation of its telephone operation, reaffirming its position as a leader in innovation and operational excellence.
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