Trianz was approached by the global telecommunications giant Comcast, provider of television broadcasts, home broadband, and telephony services. Comcast was looking to build a customer survey analytics dashboard to nurture passive customers and monitor net promoter scores (NPS).
Comcast needed help with the maintenance of extract-transform-load pipelines business intelligence within its call centers, customer experience analytics, and customer survey monitoring.
This would come together in a centralized reporting system to show NPS promoter, detractor, and passive customer metrics. NPS values would also be linked back to various business operations, providing insight to guide future business strategies.
A specialist team from Trianz adopted the Agile methodology throughout this project.
Comcast had a range of priorities across different business arms which the Trianz team had to balance. This included integrating the centralized reporting system with departmental IT systems in a staggered approach.
Trianz worked with Comcast across the full development lifecycle for each dashboard. These dashboards are related to different business arms, such as the call center, and differing service offerings across broadcasting, broadband, and telephony.
The Trianz team integrated numerous third-party survey responses into the centralized reporting system. This enabled a centralized view of organization-wide NPS metrics and other key performance indicators (KPIs).
After project completion, Comcast had new capabilities with its centralized reporting system.
Customer experience management was streamlined by greater visibility into KPIs and other metrics. Some metrics include relational net promoter scores, reliability, unique contact rates, and first call-in rates.
An enterprise-wide performance dashboard was also enabled, offering a centralized view of major metrics to all business stakeholders with future trend projections.
Trianz also configured eight box reports that run weekly and monthly. These unique dashboards showcase trends over a weekly and monthly basis to promote key stakeholder awareness and visibility into business performance.
Contact Us Today
Our engagement with Trianz has now exceeded three years, and together we have delivered many significant initiatives in that time. Many of our successes could not have been achieved without our partnership. In many ways, Trianz has already put our products ahead of the curve.
The white glove approach, agility, and flexibility of the team helped us to tap opportunities in the ever-changing business environment.
Trianz team worked side-by-side with us to transform our sales operations. Now, we have complete visibility into everything from our supply chain to sales and pricing. Our partnership with Trianz has been exceptional.
The team at Trianz worked tirelessly to propose a system that overcame our business challenges. Rising to the occasion, they simplified our processes, enhanced the system and increased productivity. There’s no doubt; our ongoing success was enabled by our partnership with Trianz.
Trianz commitment to taking end-to-end ownership of developing the e-commerce web app is exemplary. Their dedicated involvement was key to us garnering the advantages of automated test suite development and manual testing