A custom-built solution enabled a major utilities provider to overcome significant compliance, cost, and operational challenges around storing, analysing, and retrieving customer communications. By designing a scalable data model, custom API, and intuitive interface, Optima delivered a solution that retains communications for six years at a fraction of the previous cost. The system gives agents real-time visibility into customer interactions, reducing compliance risk, improving issue resolution, and providing a future-proof platform that scales with the business.
Context:
The organisation faced compliance and cost challenges around storing customer communications. Regulations required that all communications be archived for six years, but the existing provider retained them for only 90 days — and at a high cost.
This created exposure to compliance risk and potential disputes, while limiting service agents’ ability to access historic interactions in real time. Additionally, the technical complexity of a compliant, scalable solution exceeded in-house capability.
Outcome:
Met regulatory requirements to retain customer communications for six years, eliminating compliance gaps
Enabled agents to view full communication histories instantly, improving issue resolution and customer experience
Reduced data storage costs dramatically — from thousands per GB under previous systems to a fraction of the cost
Delivered a scalable, cloud-based platform with sustainable and auditable processes for ongoing compliance
What we delivered:
Custom-built data model and API to securely archive, retrieve, and manage communications at scale
User-friendly interface allowing agents and business users to search, retrieve, and analyse communications instantly
Salesforce integration to provide real-time visibility of customer interactions during live calls
Testimonial: “This project was about creating clarity and visibility where there had been complexity and confusion. The solution developed allows the business to retain comms for six years at a fraction of the previous cost. This reduced compliance risk and significantly improved issue resolution.”
— Andrew Donald, Optima Partners – Director of Engineering
