Case study
Customers who have internal and external automated reporting powered by Tentpole Data Sciences!
I just want to say it again, we love the work that Tentpole does. They’re a huge help to our team and I want to keep working with them on everything we’re doing.
Merchants is a leading BPO solutions provider, specialising in customer experience and customer interactions.
Client Overview
Merchants is a leading customer management partner specialising in business process outsourcing (BPO) that delivers customer experience and customer interactions. They believe that people matter, so they focus on using the right technology to create the right experience for people.
They have been creating and managing contact centre operations around the world to blue chip clients since 1981. Their services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards in the contact centre industry.
They are passionate about people. Their ability to attract the best talent, coupled with their rich history of success and innovation across different industries around the world, is what differentiates them from other competitors.
Merchants raised the current problems
Tentpole Data Sciences consulting provided:
- Aligned their infrastructure to best practices for reporting, predictive modelling and prescriptive modelling across infrastructure, models and software solutions.
- Access to resources, allowing Merchants to bolster their team at a scale that suits them for taking on new projects and removing their bottlenecks.
- Frameworks for how to manage their descriptive, prescriptive and predictive analytics, along with support on hiring, training, innovation and scaling initiatives.
- Provision of job specifications, skills specifications, prospective team testing, learning paths, and support on interviews and hiring.
Results achieved with Tentpole Data Sciences Solution
- Requirement to align their infrastructure to best practices for reporting, predictive modelling and prescriptive modelling.
- Lack of internal resources and teams dedicated to the problem.
- Growing backlog of projects for helping the business get value.
- Requirement for a structured approach to manage their analytics.
- Requirement for building an internal team with the required skills to make this possible.
The Technical Solution
- Infrastructure aligned to industry best practices.
- Better backlog management with increased project throughput and higher customer satisfaction.
- Scaled analytics function including dedicated teams for data engineering, software engineering and machine learning.
- Real-time visibility of key business metrics