Collection of case studies to show how Copler helps brands achieve their goals in IT Recruitment and ODC.

1. CASE STUDIES
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2. CASE STUDY - AIRLINES
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Client Ukraine’s leading Airlines
Period Jan 2015 – present time
Results
 Improvement of AHT and SL
 Growth of Customers Loyalty
 Increasing sales of Additional Services
Customer request
High demand on skill set of an agents so they are able to learn air language
and cypher, to work with online ticketing systems (Amadeus, Gabrielle) and
big data streams under a time pressure, unpredictable workloads and
shifts.
Quick hiring, training and integration with customer systems, further
operational management and infrastructure support.
Our service provided
Team of 50 agents and full quality control:
 Monitoring of calls (estimation according standards, completeness and
data accuracy)
 Agents regular assessment according following criteria: Handling Time,
Competence, Proactive Position, Caring about Customers, Result driven
approach.
The quantity of processed calls increased by 417%

3. CASE STUDY – EXPRESS DELIVERY
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Client Ukrainian's leading express delivery company
2500+ depots all over Ukraine; 60+ million shipments per year.
Period November 2015 – now
Customer issue Courier Service Delivery doesn't operate well due to
lot of calls. Lack of transparency and control over the delivery. Time
pressure due to hot season coming.
Our service provided
Team of 30 Operators, BPO & Tech Support Specialists who provide:
 Outbound calls around 100.000+, delivery traction and confirmation.
 Full integration with customer IT systems through API completed for
better control and monitoring within very though deadline.
 Integration of customer CRM with our Dialer implemented.
 Statistics implementation and quality control over the delivery&
customer care standards.
Results
 Couriers performance has been increased
by 43% while costs reduced.
 Quality control system is implemented
 Customer successfully supported with their
workload during hot season

4. CASE STUDY – RETAIL ADVANCED ANALYTICS
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Client Retail advanced analytics platform
Period Feb 2015 – Jul 2016
Results
Signed contracts with the biggest retail
well-known clients and product proved to
increase their revenues.
Customer request
Engineering and Data Science teams in Ukraine, dedicated to client.
Building an innovative international product from scratch, lot of
analytics.
Our service provided
Team of 12 Data Scientists that built:
 OSA (on-shelf-availability) – behavioral analytics regarding churn
prediction and availability on shelf
 Ecosystem: Huge stack of BigData oriented machine learning tools
concerning prediction of behavior (i.e response prediction, churn
analysis, hierarchical segmentation).
 Visual recognition tool for on-shelf-availability task

5. CASE STUDY – TARGETED ADVERTISING BASED
ON DATA COLLECTED FROM DEVICES_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Client Content recommendation system
Customer request Primary goal was to perform highly precise
classification of mobile device users. Having logged their geo- and
personal data from public Wi-Fi spots as well as some data from mobile
operators, further classification consisted of two levels : geographical
patterns for lifestyle classification (i.e golf-club or cinema) and data from
installed application.
Second step is development of recommender engine using
aforementioned results. After finishing of classifications, predictions and
recommendations, results to be transferred to DSP and SSP providers.
Our services provided
Team of 8 Engineers and Data Scientists:
 Technology stack: JavaScript, Java + PHP
 Data Science, BI, DWH + Big Data stack: scikit-learn for predictive
analytics; r packages for geospatial analysis;
 Hadoop + Hive + AWS/Google Big Query + YARN/Zookeper for
DWH solution; d3.js, node,js, Tableau for BI and visualization
Results
 Signed 10+ mutually beneficial agreements
with top DSP and SSP providers in UK and
Western Europe
 Capitalization of start-up increased up to
11mln USD from zero

6. CASE STUDY – DETECTING OUT-OF-SHELF &
OUT-OF-STOCK GOODS_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Client Retail & FMCG
Customer request Large retailers face ponderous losses of
revenue due to lost sales. According to studies, around 20% of
lost sales occur due to absence of good on a shelf. Absence of
good is frequently caused by problems in supply chain along with
issues due to human factor.
For detailed analysis data we collected sales data from last two
years from a Top-Tier retailer (5000+ shops in CIS + Europe). We
pursued two goals: to develop an alerting system that should
signalize us about potential good unavailability in short-term
period, so it could be transferred to a staff and merchandiser, and
to classify goods depending on their risk at being unavailable
according to historical analysis.
After 12 months we achieved a 81% average of alerting
predictions precision, and the multi-factor risk system for goods
which considered volatility, liquidity, supply frequency, etc.
Our services provided
Team of 12 Engineers and Data Scientists:
 Technology stack: Data Science, BI, DWH
 Scikit-learn, xgboost, and lots of Python libraries
(self-crafted and not) for predictive analytics
 PostgreSQL (migrated to Cassandra due to
increased volumes of data) for DWH
 Apache Spark for multithread data processing
Results
From a business angle, the following results
were achieved:
 Client increased its revenue for 3,5% for first six
months after deployment of our solution
 Project capitalization increased in 11 times and it was
successfully sold

7. CASE STUDY – ELECTONIC DOCUMENT
MANAGEMENT SYSTEM_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Client http://ostrean.com/docum
Easy-to-use documents flow with web interface
Period October 2015 – now
Customer request
Secure corporate documents (files and data) storage in electronic format
Archive of various versions and history of the document changes, records
management
Approval of documentation
Variety of access rights and files sharing
Legacy code, high level of bureaucracy in existing business; customer
wants to build an independent product and start making revenue.
Resolution:
Team of 5 ppl:
3 Back End Engineers (.NET), Front End Engineer (Angular.js), Product
Owner who made:
End-to-end solution including business analysis, architecture that allows
building new cloud-based web platform from existing solution, project
execution and successful delivery
Results
 Customer successfully lunched product and
started generating revenue
 Reduces the amount of manual labor
 Cuts the wait time for resources, reduces
errors and the amount of rework
 Increases end-to-end transparency for
compliance

8. CASE STUDY – AUTOBOOKING – UI/UX
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Client https://autobooking.com/
Online booking for Cars' service Station
Period January 2016 – now
Customer request Customer had an existing solution that allows clients
to look for a car service station in their location and book car service
appointments online, as well as make, change and track the bookings.
Customer complains about Bad quality of existing product, no UI/UX -
many users are leaving web-site, no conversion rate; company is
constantly losing money - urgent help has been needed before coming
exhibition
Our serviced provided:
Team of 3 ppl: Back End engineer (Ruby on Rails), Front End Engineer
(Angular.js), Test Engineer
who managed to complete:
During 2 weeks - UI/UX prototype was implemented for exhibition; further
development with back end took16 weeks.
Now:
Results
 Successful business in Ukraine, customer
started the product extension to new markets
 Visitors tripled, orders increased from 0 to 150
per month
 new features development
 consultancy in regards to business

9. CASE STUDY – MOBILE APP FOR RAILWAYS
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Client Ukrainian Railways
Period April 2016 – now
Problems The main problem in development was integration to
existing booking services that had pure documentation and were
developed many years ago. So we had to made reverse engineering
of existing customers solution.
Solutions Develop mobile application, that will allow customers to
buy and book tickets.
Technical background SWIFT for iOS, native JAVA for Android,
postgresql, JAVA, ejabberd, Amazon AWS, Amazon s3 on backend.
Team 2 iOS and 2 Android developers, 1 Java backend/DevOps,
1QA & 1PM
Terms 3,5 month of mobile development and 2,5 month for backend
Our serviced provided:
Mobile application for both platforms (iOS and Android) including
backend development for Ukrainian Railways. Application includes
new list of features:
 online tickets booking
 integrated payments from application using credit cards
 loyalty program
 user sign-in, sign-up, restore
password features
 return ticket feature
 push notifications
 importing tickets to Apple Wallet
 social networks API's integration
 geolocation, navigation and maps features
Application connected through REST API to custom backend
created on JAVA and placed on AWS monitored by Zabbix.
Results
 Provided customer with a new sales channel
 Increased online traffic
 Improved brand loyalty, providing clients with
easy process of booking and buying, intuitive UI,
and valuable information

10. CASE STUDY – KOLLEL TORAH
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Client Charity Academy, Program “Kollel Torah”
https://www.charidy.com/warsaw1
https://www.charidy.com/kt
Period June 7, 2016
Customer issue During a charity event dedicated to fundraising for the
development of Kollel Torah's schools, Rabbin faced a problem of a great
amount of telephone calls.
People didn't understand how to use the system, how to take part in the
event and what should be done to make a donation.
Coverage Project USA, Ukraine, Israel, Russia
Our service provided
Team of 30 Operators, Customer Care & Tech Support Specialists who
provide:
 Inbound calls around 100.000+, consultancy, assistance with the
payment, confirmation of the transaction.
 Outbound calls around 10.000+, release of information to Rabbin
about the elderly who are willing to make a donation in cash: Full
Name, Address.
 Full integration with customer IT systems through API completed for
better control and monitoring within very though deadline.
Results
 Donations per day - $30,100
 Total donations - $ 3,128,119
 Total donors - 6218

11. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Cost saving – by 46% due to lower salaries and outsourced overheads.
Improved workflow – due to well-established processes, some of our clients quadruple their workflow with
customer satisfaction increase.
Quick team rump up – 4-6 weeks from initial request to on boarding. Possibility to hire bigger team faster.
Talented engineers with good experience and IT background.
People risks mitigation – quick replacement or rump down in 1-4 weeks. All legislation issues are managed
by Copler.
Extended portfolio – a possibility to include support service and DevOps into your service portfolio.
*all our services could be resold as a white label.
BENEFITS AND BUSINESS RESULTS

12. STRUCTURE AND VERTICALS
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HR
services
Customer
Care
Ticket
service
Technical
support,
engineering
Level1,2,3
Data
Science
Personnel
leasing
Smart Solutions Eastern Europe
Global outsourcing provider
Staff 360+ onboard; 4000+ outsourced
Locations Dnipro, Kiev (Ukraine)

13. Thank you
COPLER HEADQUATERS
4-a Verkhniy Val, Kiev, Ukraine 04071
Phone: +38-067-839-38-44
info@copler.uk
www.thecopler.com