Big Data Analytics to Boost Service and Cut Costs
In today’s global economy, a company’s ability to respond to customer needs can define its success. This is especially true for large organizations with complex operations that span multiple continents. For one of the world’s leading HR and staffing firms, managing a vast network of contact centers was a major challenge. The organization, Robert Half, needed to turn mountains of disconnected data into actionable insights. Adanto Software stepped in to create a real-time analytics solution that transformed how they operated, directly impacting their bottom line and improving customer experience.
About Robert Half
Robert Half is a global leader in professional staffing and consulting services. With over 345 locations worldwide, the company helps businesses find skilled professionals in finance, technology, and other fields. Their extensive network and long-standing reputation make them a key player in the human resources industry.
For Adanto Software, this was a significant partnership, as it gave us the opportunity to apply our expertise to a complex, global business challenge.
Key Results
72%
Reduction of the abandoned calls (from 18% to 5%), translating to thousands of retained customer interactions annually.
73%
Decrease in average call hold time (from 15 to 4 min), significantly improving customer experience and reducing costs.
20-30%
Estimated annual savings in operating costs due to reduced manual reporting, improved SLA.
Technologies Used
ETL and Data Integration:
Pentaho Data Integrator (ETL tool)
- MySQL (for data warehousing)
APIs and Real-Time Data Access:
Pentaho Data Integrator (ETL tool)
MySQL (for data warehousing)
Cloud Infrastructure:
Amazon AWS (cloud storage and processing)
Microsoft Azure (cloud storage and analytics platform)
Reporting and Dashboards:
Microsoft Power BI (for advanced reporting and interactive dashboards)
Machine Learning and Analytics:
-
Custom machine learning algorithms (for data correlation and advanced analytics)
Source Systems for Data Extraction:
ShoreTel (PBX business phone systems)
CIC (Customer Interaction Center)
ServiceNow Cloud (service management system)
The Challenge
Robert Half’s global contact center operations were a complex web of disconnected systems. The company managed 15 contact support centers across North America, EMEA, and APAC. Every month, they handled 2.5 million events from more than 30 disparate databases, including systems like ShoreTel, CIC, and ServiceNow Cloud.
The core problem was that data from these systems was siloed. Reporting was a manual, time-consuming process that often resulted in outdated information. Managers lacked real-time visibility into caller behavior and performance metrics. This led to poor SLA performance, delays in resolving issues, high operational costs, and ultimately, customer dissatisfaction. They needed a way to connect the data and use it to make better decisions.
Key goals
Enable real-time analysis: The company needed to move beyond static, manual reports and get a clear, live view of call center activity. Managers needed to see what was happening as it happened, not weeks later.
Provide accurate, real-time reports: Senior management and stakeholders required reliable data to inform strategic decisions. The new system needed to provide a single, trustworthy source of truth.
Deliver executive dashboards: Leaders needed a simple way to access key metrics. This meant creating dashboards that were easily accessible on both mobile and desktop devices.
Streamline operations: By integrating data from various systems, the goal was to improve reporting accuracy and reduce the time and resources spent on manual data collection and analysis.
The Solution
Adanto Software implemented a powerful real-time Big Data Analytics solution to transform a global HR leader’s contact center operations. By integrating advanced technologies, cloud platforms, and machine learning, Adanto Software streamlined a complex, siloed environment into a real-time analytics system:
This solution showed how technology, automation, and localization can work together to create a smooth, scalable user experience while meeting a global organization’s strategic goals.
Data Integration: Adanto Software centralized data from 30 disparate databases using Pentaho ETL and MySQL, integrating sources like ShoreTel, CIC, and ServiceNow.
Real-Time Access: REST APIs enabled continuous data updates, providing stakeholders with up-to-date insights for decision-making.
Machine Learning: Advanced algorithms correlated data across systems, achieving 89% accuracy by using time as a common key.
Cloud Infrastructure: AWS and Azure ensured scalable, secure storage and accessibility for global users.
Reporting and Dashboards: Microsoft Power BI delivered real-time dashboards and reports, enabling data-driven decisions from any device.
Optimization: Custom tools enhanced data collection and accuracy, resolving inefficiencies and boosting operational performance.
About Robert Half
Robert Half is a global leader in professional staffing and consulting services. With over 345 locations worldwide, the company helps businesses find skilled professionals in finance, technology, and other fields. Their extensive network and long-standing reputation make them a key player in the human resources industry.
For Adanto Software, this was a significant partnership, as it gave us the opportunity to apply our expertise to a complex, global business challenge.
The Challenge
Robert Half’s global contact center operations were a complex web of disconnected systems. The company managed 15 contact support centers across North America, EMEA, and APAC. Every month, they handled 2.5 million events from more than 30 disparate databases, including systems like ShoreTel, CIC, and ServiceNow Cloud.
The core problem was that data from these systems was siloed. Reporting was a manual, time-consuming process that often resulted in outdated information. Managers lacked real-time visibility into caller behavior and performance metrics. This led to poor SLA performance, delays in resolving issues, high operational costs, and ultimately, customer dissatisfaction. They needed a way to connect the data and use it to make better decisions.
Key goals
Enable real-time analysis: The company needed to move beyond static, manual reports and get a clear, live view of call center activity. Managers needed to see what was happening as it happened, not weeks later.
Provide accurate, real-time reports: Senior management and stakeholders required reliable data to inform strategic decisions. The new system needed to provide a single, trustworthy source of truth.
Deliver executive dashboards: Leaders needed a simple way to access key metrics. This meant creating dashboards that were easily accessible on both mobile and desktop devices.
Streamline operations: By integrating data from various systems, the goal was to improve reporting accuracy and reduce the time and resources spent on manual data collection and analysis.
The Solution
Adanto Software implemented a powerful real-time Big Data Analytics solution to transform a global HR leader’s contact center operations. By integrating advanced technologies, cloud platforms, and machine learning, Adanto Software streamlined a complex, siloed environment into a real-time analytics system:
This solution showed how technology, automation, and localization can work together to create a smooth, scalable user experience while meeting a global organization’s strategic goals.
Data Integration: Adanto Software centralized data from 30 disparate databases using Pentaho ETL and MySQL, integrating sources like ShoreTel, CIC, and ServiceNow.
Real-Time Access: REST APIs enabled continuous data updates, providing stakeholders with up-to-date insights for decision-making.
Machine Learning: Advanced algorithms correlated data across systems, achieving 89% accuracy by using time as a common key.
Cloud Infrastructure: AWS and Azure ensured scalable, secure storage and accessibility for global users.
Reporting and Dashboards: Microsoft Power BI delivered real-time dashboards and reports, enabling data-driven decisions from any device.
Optimization: Custom tools enhanced data collection and accuracy, resolving inefficiencies and boosting operational performance.
Key Results
72%
Reduction of the abandoned calls (from 18% to 5%), translating to thousands of retained customer interactions annually.
73%
Decrease in average call hold time (from 15 to 4 min), significantly improving customer experience and reducing costs.
20-30%
Estimated annual savings in operating costs due to reduced manual reporting, improved SLA.
Technologies Used
ETL and Data Integration:
Pentaho Data Integrator (ETL tool)
- MySQL (for data warehousing)
APIs and Real-Time Data Access:
Pentaho Data Integrator (ETL tool)
MySQL (for data warehousing)
Cloud Infrastructure:
Amazon AWS (cloud storage and processing)
Microsoft Azure (cloud storage and analytics platform)
Reporting and Dashboards:
Microsoft Power BI (for advanced reporting and interactive dashboards)
Machine Learning and Analytics:
-
Custom machine learning algorithms (for data correlation and advanced analytics)
Source Systems for Data Extraction:
ShoreTel (PBX business phone systems)
CIC (Customer Interaction Center)
ServiceNow Cloud (service management system)
