Two major utilities providers needed to modernise their call centre reporting, moving away from manual spreadsheet-based processes that were error-prone and time-consuming. Optima partnered with both organisations to introduce an automated Tableau-based solution that improved accuracy, reduced reporting burdens, and equipped teams with the tools to own and evolve their reporting practices.
Context:
Reporting across the businesses relied on manual spreadsheets, which were slow, inconsistent, and prone to error. Multiple data sources created complexity, and staff lacked a reliable way to bring metrics together in one place.
The challenge was not only to replace legacy reporting with Tableau dashboards but also to ensure the solution was trusted, adopted, and sustainable.
Outcome:
Eliminated manual data entry and formatting, saving significant time in weekly reporting cycles
Improved KPI accuracy by removing opportunities for human error through automated pipelines
Delivered clear, interactive dashboards that reduced ad-hoc reporting requests and improved decision-making
What we delivered:
Reviewed existing dashboards to identify key data sources, KPIs, and reporting needs
Designed and built Tableau dashboards that replicated critical legacy functionality while adding new visual insights
Automated data extraction and transformation pipelines to enable real-time updates
Delivered training to upskill teams, enabling them to independently maintain and expand the solution
Testimonial: “This project was about taking reporting out of spreadsheets and into a system that’s accurate, automated, and easy to use. By working closely with our clients, we delivered a solution that not only saves time but also gives teams the confidence and capability to manage reporting themselves.”
— Dan Blagojevic PhD, Optima Partners – Chief Data Scientist
