Improving RelateCare’s Data Management

The Challenge

RelateCare, a patient contact centre provider focused on customer voice and empathy, started their data journey independently. Despite making progress in understanding and aggregating their data, and gaining expertise in Microsoft Power BI, they faced significant challenges in making further progress. They needed a strategic plan that would meet their current needs and allow for a longer-term view of using data effectively. RelateCare sought a true partner who could listen to their needs, help drive forward their data capabilities, and provide a flexible and scalable solution.

• Manual transformation of large datasets
• Medium to high error rates in reporting
• Delays in distributing data
• Basic metrics that lacked depth

The Solution

TEKenable emerged as the ideal partner for RelateCare, as our client-focused approach stood out from other parties they had previously worked with. TEKenable listened to RelateCare’s problems and the driving challenges, and challenged their thinking in a valuable way. They were flexible and understood that RelateCare operates in a dynamic environment.

One of the key solutions we provided was Fabric, a game-changer for RelateCare. Fabric offered a single platform for data management, which was a significant improvement over their previous partner’s fragmented approach. It allowed everything to be under one roof, offering a flexible, scalable, and cost-effective model with real-time capabilities. This was crucial for presenting performance data in the contact center on a real-time basis.

The integration with the Microsoft Suite was also important for RelateCare. We implemented a comprehensive reporting system that allowed RelateCare to track and report on key performance indicators (KPIs) to their clients. This system provided real-time insights into their contact center’s performance, enabling RelateCare to meet their customers’ growing demand for real-time data. Additionally, Power BI seamlessly integrated with Fabric, allowing RelateCare to build and display data visualisations that leveraged the data stored within Fabric.

The Outcome

With TEKenable’s partnership, RelateCare experienced a significant enhancement in their data management capabilities. The single platform provided by Fabric allowed RelateCare to grow and add other layers of data into their systems seamlessly. The real-time capabilities deployed within their contact center enabled them to present performance data to customers on a real-time basis, enhancing customer satisfaction and operational efficiency.

TEKenable’s client-focused approach and understanding of RelateCare’s dynamic environment made them a true partner who helped drive forward not just the current problem but also in building out their data capabilities. The integration with the Microsoft Suite ensured that RelateCare’s data management was flexible, scalable, and cost-effective, meeting their needs now and in the future.

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