Acting as the European headquarters for all electronic products, Toshiba Europe is part of global Toshiba Corporation, one of the largest global IT and electronics firms with a workforce of 191,000. Toshiba Europe’s customer service is supported in eight European countries by customer contact centers that handle around 60,000 calls a month.
An analysis solution was needed to monitor various key performance indicators (KPIs) and check that service levels were being met. Many of these processes had already been outsourced for a considerable amount of time, so Toshiba needed a new analysis solution that allowed the company to measure the performance of outsourcing partners.
The division was particularly keen to find an analysis solution that could be installed simply and quickly — and then run by the European specialist operations department. As such, the system would need to avoid draining internal IT resources or require external consultants to spend cost-intensive days on site. Lastly, the solution needed to be able to collate and analyze data without a special data warehouse.