Addison Lee Unleash their Analytics Genius with Insights from Calabrio Teleopti - Calabrio

AT A GLANCE:

COMPANY: Addison Lee

INDUSTRY: Travel Services

PRODUCTS USED: Calabrio Teleopti WFM

THE CHALLENGE:

The challenge was the catalyst behind Calabrio Teleopti WFM Insights. Harnessing cloud-based Microsoft Power BI, Insights offers dynamic, interactive reporting so that both users and management can be empowered with engaging, clear visualizations, derive intelligent insights and make dynamic decisions.

THE SOLUTION:

Addison Lee used Insights to improve their reporting and analytics capabilities while testing the product.

Addison Lee Unleash their Analytics Genius with Insights from Teleopti

CASE STUDY: Addison Lee

Addison Lee wanted to harness cloud-based Microsoft Power BI, Insights offers dynamic, and interactive reporting so that both users and management were empowered with engaging, clear visualizations, derive intelligent insights and to make dynamic decisions.

OVERVIEW

Addison Lee Group is the world’s largest managed premium car service business and counts more than 80 percent of the FTSE 100 as customers. It was the first UK ground transport business to launch a booking app, and the company operates 5,000 of its own vehicles and provides up to 30,000 rides a day in London alone. Owned by The Carlyle Group, Addison Lee Group provides exceptional customer service through innovative technology combined with experienced driver and customer service teams supporting car, chauffeur and courier needs. Addison Lee Group has 24/7 customer support from its Contact Center via phone, email and social media. As well as journeys in London, Addison Lee Group customers can book its’ managed service in New York and across the US and use its digital channels to book travel in over 100 cities.
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Key requirements

The challenge was the catalyst behind Calabrio Teleopti WFM Insights. Harnessing cloud-based Microsoft Power BI, Insights offers dynamic, interactive reporting so that both users and management can be empowered with engaging, clear visualizations, derive intelligent insights and make dynamic decisions.

Choosing Calabrio Teleopti

Addison Lee is based in London, UK, and provides premium global ground transportation services with 24/7 customer service. After trying Insights for only a few weeks, and after creating several dashboards, it was clear that Insights created a real difference in not only their reporting processes, but also, in unleashing a wave of creativity in the form of dashboard production.

THE SOLUTION

Jemma, an RTA analyst with Addison Lee, acknowledged she was a bit intimidated when she was introduced to Insights. It was her first time using a business intelligence tool. Prior to trying Insights, it was both time intensive and cumbersome to create specific reports. For example, an agent behavior report would involve a SQL query, joining data in Excel and then performing the analysis.

Calabrio Teleopti WFM Insights resolved both challenges. When asked how Insights compared to the old reporting method Jemma stated, “Time is not something that we have a lot of. The ability to add a quick filter without having to re-run the report has been a big-time saver.” Jemma added, “The reports aren’t simple, but the way you can create them and present data is. Insights allows you to retrieve information from the system quite easily, so it is easy to see and compare the data in one report.”

After only a couple of weeks, Jemma created an absence breakdown dashboard that is now used frequently by the Team Leads.

Improving efficiency to allow more time to coach and develop

One of the Team Leads utilizing the report is Altaj Ramani. Altaj explained that his team was often reliant on others to create reports. “We never had access to that data before! We had to rely on others to run a report for us, and now we can run the report ourselves. It would take a good 10-12 minutes if we were lucky to get absence information, but now I can get it in seconds” added Altaj.

Altaj summarized Addison Lee’s experience of using Insights by saying: “It is a very efficient tool. It helps us save time, increase productivity and gives us more time to coach and develop our agents instead of spending all day chasing down data. It frees us from administrative work.”

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