Finance · Reporting & Analytics
One source of truth for a neobank's customer-care metrics.
Total savings$250k + $100k/yr
Context
The Customer Care Director at a European neobank couldn't reliably measure customer satisfaction — the department's key metric — let alone build a credible improvement plan on top of it.
The problem
- 01Data from the call-center system, helpdesk, and CRM didn't match across systems.
- 02Reporting meant pulling data out of all three by hand into Excel.
- 03Without a single, joined view of each customer's history, the satisfaction metric couldn't be calculated — and the Director's KPIs couldn't be measured or improved.
What we did
- 01Implemented a single data warehouse on PostgreSQL.
- 02Connected the call-center, CRM, and helpdesk applications to a data-ingestion pipeline, with hourly refreshes via Pentaho Data Integration.
- 03Modeled and joined the data, then visualized it through Pentaho Business Intelligence and custom JavaScript dashboards.
Results
- 01A reliable customer-satisfaction metric could finally be calculated.
- 02Consistent, cross-system data is now available for ongoing analysis and reporting.
- 03$250,000 saved by using open-source software, plus $100,000 a year on manual data transformation.