The customer wanted to maximize their client satisfaction levels providing timely access to accurate information across the various channels. This necessitated deriving analytical information on the usage of the 3 channels namely e-mail, chat and phone. The immediate challenge facing the customer was to generate cross-channel business metrics for conveying consolidated information to their clients. Another crucial requirement was to increase the data quality and accessing power by integrating the various systems running in operational environment and to do a historical analysis on the data. This meant gaining the ability to maximize the control over data and system by providing a common platform across the channels.

Wipro first prepared a business case for justifying a data warehouse and followed it up by preparing a data warehouse implementation roadmap and gave recommendation on the architecture and tools. A Customer Contact Analysis Data Mart was designed and developed to address the customer's requirements, using Wipro 2I Data Warehousing development methodology. The Datamart was then subsequently deployed in the production environment. The data from the data mart was then processed to generate Multi-dimensional cubes for analysis and Web reports. The reports and cubes were also deployed on the customer's Intranet and made available to operational and business managers for analysis.

The highlights of the solution include

	Single view of the business on different channels(e-mail, chat and phone) is now available
	Providing access to information previously unavailable like cross channel measures
	The firm's clients are now able to download analytical information for their own analysis, using reports provided to them on the web
	Definite reduction in resources required to generate analytical reporting, since the cubes and reports are automated and scheduled to run on a daily, weekly and monthly basis.