Inside atento [sa 302] - (4094)
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Atento is a call center company with offices in 16 countries. Each country has its own systems to manage and support daily operations, but all use the same processes and business units. The corporate office needed to consolidate all that information and align local indicators with the global business strategy. The company also had isolated data marts, based on different technologies, that weren’t shared across departments, so generating monthly executive reports was time-consuming, requiring lots of manual validation and coordination. To solve these problems, Atento built an enterprise data warehouse, using Agile methodologies so that business users could quickly evaluate the project’s ROI and be involved as stakeholders in the following phases of the solution. The Azure platform is serving as an interim solution to support the entire BI stack so that it can be easily accessed by corporate and local teams. Come see how they did it.
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Inside atento [sa 302] - (4094)
- 1. April 10-12 | Chicago, IL Inside Atento Strategies for a Datawarehouse Javier Torrenteras. SolidQ BI Director Enrique Moreno. CIO Atento
- 2. April 10-12 | Chicago, IL Please silence cell phones
- 3. Agenda 1. Atento as a global company 2. From isolated information to an EDW 3. Azure as the BI Platform 3
- 4. ATENTO AS A GLOBAL COMPANY 4
- 5. 5 FROM ISOLATED INFORMATION TO AN EDW Background and goals Each country has its own systems to manage and support daily operations, but all use the same processes and business units. The company also had isolated data marts, based on different technologies, that weren’t shared across departments, so generating monthly executive reports was time- consuming, requiring lots of manual validation and coordination. The corporate office needed to consolidate all that information and align local indicators with the global business strategy to provide a unified repository for local and global management
- 6. 6 FROM ISOLATED INFORMATION TO AN EDW Main Challenge Build a common system as flexible as Atento is
- 7. 7 FROM ISOLATED INFORMATION TO AN EDW Initial Stuff Sql Server Oracle Oracle EIP SGS SAP BPC Local BI System Sql Server Oracle Local BI System Sql Server Oracle Sql Server Oracle
- 8. 8 FROM ISOLATED INFORMATION TO AN EDW BI Strategy Aligned With IT Roadmap Unify tools at country level • Same desktop platform • Same ERP • Common intranet • eDW Main Priority • Corporate reporting to measure effective and efficient company performance Convert weaknesses in strengths Quick Wins
- 9. 9 FROM ISOLATED INFORMATION TO AN EDW Global And Local Users Engagement QW1 • POC to consolidate indicators based on global corporate reports QW2 •Train corporate users to have them supporting the new BI system QW3 •Compile existing definitions from all countries to build a common set of indicators and dimensions. Involvement of country and corporate teams. QW4 •Minimize impact on the current local processes providing a common tool based on their current local processes QW5 •Train country users on the global BI system to understand the value of a EDW QW6 •Build the BI system following agile methodologies involving final users through all the iterations
- 10. FROM ISOLATED INFORMATION TO AN EDW Agile Implementation Create Collaboration Area • Unify criteria per area based on conversations with final users • Create common templates for all countries •Create web portal in Sharepoint Extend BI system •Add new indicators and dimensions •Incorporate countries Engage Users •Train final users •Validate data against existing reports Iteration n
- 11. FROM ISOLATED INFORMATION TO AN EDW BI Architecture Keys Analysis Services •OLAP storage DW Database •Fact and Dimension schemas to support eDW Staging Database •One schema for each data source •Views to consolidate data for area •Single point of source for the eDW •Provide independence to the number of sources •Scripts and stored procedures to automatically add new sources ETL •Changes needed to incorporate new dimensions and measures, but not new sources
- 12. FROM ISOLATED INFORMATION TO AN EDW Loading Staging Country Users Unify information per country and department Stage Send DW Country 2 Country nCountry 1 Data Control Checks
- 13. FROM ISOLATED INFORMATION TO AN EDW MS BI Features Involved
- 14. 14 FROM ISOLATED INFORMATION TO AN EDW Final Data Flow Corporate BI System
- 15. AZURE AS THE BI PLATFORM From Zero to 100 using the cloud Atento needed additional IT to: Extend the network Create a corporate domain Build new servers Provide global access Havi minimum risks and costs
- 16. AZURE AS THE BI PLATFORM Hybrid Network XX.XXX.XX.XX/XX Internet XX.XXX.XX.XX XX.XXX.XX.XX XX.XXX.XX.XX XX.XXX.XX.XX XX.XXX.XX.XX Windows Azure (Europe West DC)Atento (Madrid) SubNet01LANAtento DNS Atento: Proxy Atento DNS DC/AD Azure MIS XX.XXX.XX.XX/XX
- 17. AZURE AS THE BI PLATFORM Active Directory And BI In The Cloud ADSGLB001 Azure Virtual Machine Domain Controller 01 ADSGLB002 Azure Virtual Machine Domain Controller 02 Azure Virtual Machinge Analysis Services CBIGBL001 CBIGBL002 Azure Virtual Machine Integration Services SQLGBL001 Azure Virtual Machine DBMS SQL Server 2012 Azure Virtual Machine SharePoint Server 2010 01 LOC: West Europe VMS: L (4 Cores) SHPGBL001 LOC: West Europe VMS: L (4 Cores) LOC: West Europe VMS: L (4 Core) LOC: West Europe VMS: L (4 Core) LOC: West Europe VMS: S (1 Core) LOC: West Europe VMS: S (1 Core) CLOUD ACTIVE DIRECTORY AND INFRASTRUCTURE VPN CROSS-SITE ATENTO-AZURE (VIRTUAL NETWORK) Local/Corporate Atento Network SAP BPC Atento Virtual Machine LOC: Atento Corporate Network Local System Atento Virtual Machine LOC: Atento Local Network Local System Atento Physical Machine LOC: Atento Local Network
- 18. CONCLUSIONS Strategy •Quick Wins •Short Time to Market and quick ROI •Local and corporate users using the same information Development •Agile methodology and early training •Final user engagement Infrastructure •Azure •Immediate and flexible infrastructure management
- 19. QUESTIONS?
- 20. Win a Microsoft Surface Pro! Complete an online SESSION EVALUATION to be entered into the draw. Draw closes April 12, 11:59pm CT Winners will be announced on the PASS BA Conference website and on Twitter. Go to passbaconference.com/evals or follow the QR code link displayed on session signage throughout the conference venue. Your feedback is important and valuable. All feedback will be used to improve and select sessions for future events.
- 21. April 10-12, Chicago, IL Thank you! Diamond Sponsor Platinum Sponsor
Notes de l'éditeur
- Atento:as you can see in this map atento is a global companyWith operations in 16 countries,most of them in south america, we are more than one hundred and fifty thousand employees, we are providing customer support to hundreds of millions of people in europe, north and south america and africa. founded by telefonica in spain, we were involve in an adquisition by bain capital group As Contact Center and BPO LeadersWe represent major clients in very diverse areas of action - finance, telecommunications,insurance, technology and so on. in every country where we are. Our solutions, product portfolio.Backoffice, customer service, sales, debt recovery,service desk, technical supportwhich are offered as part of a real partnership with our clients supported by multichannels solutions.
- Each country has its own systems to manage and support daily operations, but all use the same processes and business units. The company also had isolated data marts, based on different technologies, that weren’t shared across departments, so generating monthly executive reports was time-consuming, requiring lots of manual validation and coordination The corporate office needed to consolidate allthat information andalign localindicators with the global business strategy.
- There was another big challenge to support. Atento is a very flexible company, they adapt to the changes very quickly, so that means the are having new countries, entities and organizations quite frequently. So the BI system should be able to grow and adapt to their needs very quickly. Agility is the main concept here. In summary, we need to have the ability to do adapt to the changes quite easily with the minimum impact in the system.
- The initial stuff is compose by local systems that are managed by local teams. Some countries have their own local BI systems. The corporate office has started to compile manually the information and storing it in the corporate system, howev.er the process is quite tedious and produce a compile scorecard from the different corporate sources it is a hard task
- One of the main question before starting the Project was to identify the priorities for Atento in terms of IT. The main goal was to consolidate not just the process across the organization but also the tools and systems.For an organization like Atento, having the possibility of analyzing the data cross-country and cross-department is a must. They are managing 150.000 employees and 500 clients, they have to assure the company is running within the expected performance to assure its continuity.However the diversity of the tools and the manual based operations run in each country was an important challenge. Moving from a local-isolated strategy to a global-consolidated company needs to assure people and process adapt to the new vision quite smoothly. To assure that Atento defined a set of actions so they can move to the final goal based on a Quick Wins plan.
- Toassurethesuccess of thecorporateimplentationisneededtoassurethatallusersinvolvedunderstandthevalue of thesystem and are engaged so theimplementationwould be considered as anopportunitynot as asriskor as a threat. Proof of concept, training and minimalchangesontheirday-by-daybasicsprocessesis crucial.
- Se were spending a lot of money deploying global Solutions :Global SAP rollout, eprocurenent Platform , Global CRM. new global prívate Cloud IaaS.We get the solution ready and we need to deploy it.Spending a lot of money in global project one of them deployment global infrastructures As Private CloudExtend the networkCreate a corporate domainBuild new serversProvide global accessHavi minimum risks and costs