Call center with near real-time
Cloud analytics at Medicare
ABOUT THIS SUCCESS STORY
Medicare unified and migrated its data to the cloud, enhancing efficiency and GDPR compliance. Implementing Azure Synapse and Power BI optimized call centre analysis, while Azure DevOps automated processes, reduced errors, and boosted development team agility.
SCOPE OF THE SOLUTION
- Analytics
- Power BI
- Azure Synapse
- Azure DevOps
Challenge: data unification and migration to the cloud
The project with Xpand IT was focused on the service side of the business, which is divided into two areas: the call center and customer support.
As part of its daily operations, Medicare felt a need to be able to analyze contracts, approaches to service use and plans, among other things. Medicare had the data on-prem, and therefore, when decision-makers wanted to make a more refined analytical analysis, they found the information segmented, making it hard to correlate.
In addition, GDPR regulations demand additional effort to prepare each new use case that involves personal data. Consequently, the objectives were:
Assessment
Conduct an assessment of the solution to identify existing needs.
Data unification
Data unification, allowing a single view.
Cloud migration
Migration from on-prem to cloud.
Solution: call center with near real-time and cloud analytics
Medicare already had a cloud-based data analytics solution in Azure, which Xpand IT helped to improve and implement various best practices, enabling it to offer an integrated view of all information in a strategic and long-term manner.
Various accelerators have been developed to reduce the complexity of the implementation.
Frameworks were developed for ingesting and processing data, taking advantage of Azure Synapse. In parallel, a DevOps model was established to enable and systematize the evolution of data products between environments.
The main model implemented was the call center support model, via which supervisors and operators can now access near-real-time dashboards implemented in Power BI.
"The main objective of this project was to give Medicare a different and broader view of its data. Through the implementation of the framework we created for data treatment and exploration, they were indeed able to get this view, increasing and enhancing business opportunities."
Carlos Moreira
Practice Lead, Xpand IT
Benefits: near real-time data and agile teams
Data analysis benefits
By introducing new KPIs that were not being analyzed previously.
Improved monitoring
Through the architecture developed.
Real-time conclusions
Are now possible to be drawn.
Ease of adding new sources and models
To be consumed through a framework created.
Agile Development team
Reducing human error and automating processes.
Greater control over data
Unification of data sources in a single data warehouse.
< 20 minutes
To consume and transform data.
Threefold increase
In retention capacity.
"The quality of data and its analysis is one of the main foundations of business success, and Xpand IT has helped us to build the path forward with greater precision. We now have greater control over our data, unified in a single data warehouse, which has allowed the team to carry out richer analyses, becoming more agile and reducing human error."
Rui Moura
Head of Engineering, Medicare
Technologies
About Medicare
Headquarters: Lisbon, Portugal
+1.4 million customers
Misson and values
- Democratizing access to healthcare
- Customer-centric approach as a priority
- Providing simple and accessible products
Type of solution
- Project focused on call center and customer support
- Data unification and real-time decision making
- Enhancing team agility
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