Global Multi-brand Organization

The Challenge: Disconnected data and limited insights

To support its growing portfolio, the client consolidated customer support functions across brands into a single, centralized call center. However, operational data remained fragmented, and performance tracking was dependent on static, spreadsheet-based reporting. Key challenges included:

• Data fragmentation: 75+ disparate data sources, lacking standardization and governance
• Labor-intensive reporting: Time-consuming, manual processes for compiling performance reports across brands
• Limited insights: Insufficient analytics capabilities within the existing phone system
• Diverse stakeholder needs: 80+ stakeholders (including agents, supervisors, and executives) requiring timely, role-based insights

Without the ability to evaluate interaction quality, customer sentiment, or brand-level metrics in real time, teams faced delays in decision-making and lacked the visibility needed to drive performance improvements.

The Solution: Scalable, automated analytics architecture

Argano designed and delivered a comprehensive analytics solution tailored to the client’s call center operations. The approach focused on consolidating fragmented data, enabling real-time visibility, and empowering all user groups with accessible insights. The solution included:

• Implementation of a centralized data warehouse to consolidate and normalize all call center data
• Automated daily ingestion of interaction-level data from all brands and systems
• Deployment of interactive Tableau dashboards for real-time analysis, filterable by brand, call type, and agent
• Creation of a Brand Experience Index to provide a unified, metrics-driven view of customer experience across brands
• End-to-end Tableau Server administration to ensure secure, high-performance analytics access across the enterprise

The dashboards were designed to support decision-making at every level—offering agents, team leads, and executives customized views into performance trends, quality metrics, and operational KPIs.

The Results: Real-time visibility, data-driven action

With Argano’s solution in place, the organization transitioned from fragmented, manual reporting to a connected analytics ecosystem, enabling more effective and informed decision-making across the enterprise. Key outcomes included:

• Empowered 80+ users with secure, role-specific access to interactive analytics
• Unified 76 data sources into a single, governed data warehouse
• Enabled brand-level and enterprise-wide visibility into interaction performance, quality, and customer sentiment
• Automated daily reporting, eliminating manual data compilation and delays
• Established ongoing partnership supporting continuous platform optimization and strategic innovation

The solution enabled near real-time monitoring of call center performance, reduced reporting cycle times, and improved operational responsiveness. With consistent access to timely, trusted data, teams now operate with a shared understanding of performance and can take immediate action to improve customer experience.

Interactive dashboards have become a core tool across the organization — featuring quality assessments, interaction summaries, and real-time brand insights. With this foundation, the organization has built a scalable, data-driven foundation that continues to evolve and support service excellence across its brand portfolio.