Big & unstructured data:  Call center analytics & knowledge management

Client Background

  • US based aerospace manufacturing company
  • $12B in revenue and 35,000 employees

Business Challenge

  • Limited visibility across different business systems with technical documents stored in PDF and Word documents
  • Infrequent reuse of resolutions to known problems caused unnecessary delays in responding to troubleshooting requests from airlines related to the companies’ products

The Baker Tilly Approach

  • Rapid aggregation and correlation of structured and unstructured data that was presented in easy to use dashboards.
  • Used text tagging on unstructured data to derive search attributes from documents and customer service logs
  • Implemented summary and granular views for deeper insight into previous or new airplane issues for all customer support personnel

Business Impact

  • Improved response times by call center representatives
  • Improved call center productivity through faster time to resolution of customer problems
  • Increased first call resolution and proactive management escalation for recurring issues

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