eClerx delivers insights up to four days faster for happier clients and employees
eClerx is a leading knowledge process outsourcing (KPO) company, based in Mumbai, India. The company analyzes data for both internal users and clients. Before, it took four or more days to create a comprehensive, internal report. eClerx turned to Tableau to understand their own data—and to provide the best experience to their clients.
eClerx stakeholders chose Tableau to create a unified view of the organization. Today, a centralized team manages data sources on Tableau Server, ensuring a single source of truth across the business.
eClerx has a global client base in a variety of spaces, including digital marketing, finance, and telecommunications. As part of their service offering, eClerx helps clients understand digital marketing channels, analyzing data from email campaigns, social media, search engine optimization, and website visits. With Tableau, eClerx’s analytics team can bring all of the data into one view—increasing conversion rates.
Employees now create reports within a day—up to four days faster than before—and clients have fast access to insights. “Today I can do a lot more with the data,” says Sandeep Srivastava, Associate Principal, Centre of Excellence—Analytics & Insights at eClerx.
Tableau: What benefits has Tableau brought eClerx?
Sandeep Srivastava, Associate Principal, Centre of Excellence—Analytics & Insights, eClerx: I think with Tableau, the one thing that has happened is it has made the whole analysis very easier and faster. Today I can do a lot more with the data, which I couldn't even think of in the past, or even I did not dare to do in the past.
Tableau: Can you share a little bit about eClerx?
Sandeep: We are a services organization, so there are two things that we do. One is more for the internal audience, internal users, and the other one is more for our clients. Internally, we have an enterprise setup where a lot of internal functions like HR, corporate finance, the things they use.
Tableau: What challenges were you facing before Tableau?
Sandeep: So when we adopted Tableau, the kind of challenges we were facing, firstly, because of the different reports being produced by different teams and all those numbers matching and tying up, we addressed that issue by having one centralized team working on Tableau and the data flow into Tableau and everyone getting the same copy through the enterprise setup. So that's how we got the unified view across the organization.
I think the whole simplification happened and obviously the speed definitely improved as well. That's how in the post-Tableau world we are seeing a lot of benefits coming in from the consumption of those reports.
Tableau: Have you seen things improve?
Sandeep: I think the whole simplification happened. And obviously the speed definitely improved as well. That's how in the post-Tableau world we are seeing a lot of benefits coming in from the consumption of those reports.
Tableau: What kind of data do you analyze on the client side?
Sandeep: So on the digital marketing side, as you know, there are multiple channels for acquisition of the customers. There are e-mails, there are social media, there are searches, website. So the data is coming in from various disparate sources. So blending the data from various sources, integrating them, and getting insights on what customers are doing and how we can get them through our door and acquire them and convert them into our customers. That is what we're doing through analytics.
And Tableau is helping us along the way in visualizing the information, which is coming from various channels at one place and in a very cozy manner.
Tableau: Have you noticed time savings?
Sandeep: It used to take three or four days, or even more than that at times. But now that's like within a day or even less than a day. I think that's the kind of improvement we have seen.
Tableau: What advice would you give to someone considering Tableau?
Sandeep: One tiny baby step, and Tableau offers us to make that baby step. And once you make that step, I'm sure you would start running after that. It's a good place to begin with and once you start using it, it will be very tough to be away from it.