Gnel Alaverdyan
DataDesignCenter designed a BI solution for Alta Resources, a global customer service outsourcing company, and built its financial analytics and invoicing modules.
About Alta Resources
The Customer is Alta Resources, an outsourcing provider with more than 3,000 employees that specializes in customer experience management, including outsourced call center services. Alta Resource’s clients are renowned companies in retail, IT, healthcare, insurance, entertainment, etc. With headquarters and a fulfillment facility in Neenah, Wisconsin, Alta Resources has additional operations in the United States, the Philippines, Belize, and Mexico.
The key components would be:
The implementation of the BI solution would help Alta Resources:
Alta Resources also got a detailed tech stack recommendation for solution development that supported their existing software licenses and would enable their in-house IT team to maintain the solution without external help.
Development of Financial Analytics and Invoicing Modules
Alta Resources decided to start the BI solution development project by implementing modules for basic financial analytics and automated customer invoicing. To fulfill the task, DataDesignCenter assigned a team of a business analyst, a solution architect, two database developers, a front-end developer, and two QA engineers.
First, Alta Resources got the solution architecture designed with the following components:
Data source layer – internal and external data sources (telephony software, CRM, financial software, the HR system, clients’ systems for tracking labor time, etc.).
Data integration layer – to extract data from source systems (e.g., data on support agents’ calls, schedules and rates, clients’ data, paid invoices, payroll.), store it temporarily in the staging area in a raw format, and process further.
Data warehousing layer – to store the cleansed, consolidated and structured data.
Business intelligence layer – OLAP cubes for enabling multidimensional data processing and a web interface for:
Creating, editing, saving, publishing, and viewing basic daily financial reports (estimated revenue, wages, revenue by program, gross margin by activity type, location, FTEs per program, activity type, etc.).
Creating templates for customer invoices and generating invoices.
Within 10 months, Alta Resources got fully functioning modules and the supporting documents, including a software requirements specification, a UI kit, tech design, and a user manual.
DataDesignCenter team delivered a solution that fully aligns with our business needs. With its help, we can cut out a big amount of manual data processing flows to prepare invoices. We’ve got a powerful tool to control financial data flows, which provides us with daily financial reports on estimated revenue, wages, gross margin. We can also slice and dice our data by location, program, department, etc.”
The implementation of a full-scale BI solution with self-service capabilities is estimated to save up to 90% of the report preparation time for Alta Resources’ analysts, enable data-driven decision-making, planning and performance management.
The invoicing module that fully automates the customer invoicing process.
Daily reporting for senior management on estimated revenue, employee wages, gross margin, etc., for increased visibility into financial operations.
Streamlined evolution of the business intelligence solution due to its flexible architecture.