Case Study: TeleFaction

Challenge

TeleFaction is a European company focusing on what is termed Return on Behavior™. It monitors, measures, reports and provides unique advice on all contact points between a company and its customers. The TeleFaction Capture Server measures and maps the customers' experiences of customer service in all channels. On the front-end, this software platform is web-based for ease of use. The back-end interfaces with all of the different systems that a customer interacts with: phone customer care, internet customer care, mail, e-mail etc.
At its core, the value of TeleFaction comes from its ability to perform intense data processing turning millions of records into valuable information. With its success has come requests for increasingly complex functionality from its clients.
When TeleFaction turned to Kuadriga it was to increase its capacity to handle such increased complexity for more clients - while keeping in reign costs of deployment, operations and maintenance.

Solution

The key was to increase the capability and functionality of the core platform was to create a new architecture and to consolidate client specific deployments into it.
TeleFaction increased its internal development capability by hiring an experienced project manager to handle matters on its end. Architectural responsibility was maintained in-house. With Kuadriga, a 5 person team was established capable of handling design, development and operations.
After a few months, the Kuadriga team is responsible for frequent product deliveries running Scrum sprints autonomously.

Results

TeleFaction has come a long way towards its business objectives. The development capacity has been increased greatly and the quality of work has been improved reflecting the fact that more resources are available within each professional specialty.
At the business level, the clients of TeleFaction are experiencing an increased ability to customize services. And because, it has become possible to do this within the standard product, the costs of development, operations and maintenance have been contained.

Email:info@kuadriga.com
Phone:+45 8870 4010