Traceability and High-Impact KPIs for Delegated Operations

The Challenge

The largest electronics retailer in Spain did not have a structured system to oversee and evaluate operations carried out by external providers on behalf of its customers. This resulted in a lack of traceability, operational inconsistencies, and limited visibility into the quality of the service delivered. These third parties — companies subcontracted for logistics, installation, and technical support — had direct contact with the end customer, but their activities were not centrally recorded. Operational management could not respond quickly to incidents, measure ecosystem efficiency, or make data-driven decisions. In this context, the company needed a technological solution that would enable the capture and monitoring of every external interaction, establish differentiated access controls, and provide a business intelligence layer to visualize operational KPIs in real time.

The Solution

• Design of a relational database architecture for third-party operations.
• Development of a BI system with customized dashboards and key KPIs.
• Management of differentiated access controls for multiple ecosystem actors.
• Real-time visualization of all external interactions.
• Integration with internal customer service and operational control systems.

To address visibility and control challenges, Enclave Guard designed a robust and scalable database architecture from the ground up, specifically intended to capture interactions between third parties and customers. These databases were integrated with Business Intelligence (BI) tools that transform large volumes of data into visual dashboards that are easy to consult for operational users, supervisors, and executives. Each authorized third party has a limited access profile that allows them to log activities, upload evidence, and view only the information relevant to their operation. At the same time, the company can monitor, compare, and evaluate the performance of multiple providers through real-time key performance indicators (KPIs).

The solution was built with a modular and secure approach, with the ability to integrate in the future with other client systems such as CRM, customer service platforms, and quality control tools.

"We turned operational information into a strategic control tool. Today, the client can anticipate problems, compare providers, and make decisions based on real data — not assumptions."

— Enclave Guard

Key Results

The implementation of a specialized data and analytics platform enabled the company to gain unprecedented visibility into its provider network. What was once an operational black box became a continuous, structured flow of information, with control over every step and actor involved in the customer experience. The solution not only improved service levels, but also enabled optimization of internal processes, identification of bottlenecks, and objective comparison of each provider's performance.

• Full traceability of all customer interactions carried out by third parties.
• Objective measurement of key KPIs such as response times, SLA compliance, and customer satisfaction.
• Real-time operational alerts, enabling immediate intervention when deviations occur.
• Improved service quality, through comparative visualization of provider performance.
• Greater transparency and internal control, strengthening trust between operational teams and external partners.