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CustomerCaseStudyMay2011

CASESTUDYBusinessIntelligenceSolution
TheclientleadingBusinessProcessOutsourcing(BPO)offersextensiveservicesthatcoverthe entiregamutofcall/contactcenterandbackofficetransactionprocessing.

TheNeed
Theneedtohighlightperformancerelatedissuestooperationalmanagementfortimely decisions Reducethemanpowerthatiscurrentlygeneratingreportsmanually Helpinstrategizingforleakageofrevenue DataInconsistency,Multiplesources,andtimeconsumptionmakesitdifficultfor operationalleaderstoprovideeffectiveanalysis. Problemofidentification,analysisandevaluationofbusinessproblems Everincreasingcostofoverheads Continuousneedforproblemsolving,planningandotherOperationalProcessefficiency Decisionsupportsystem,high/lowendanalytics;generatereportstohelpinplanningthe businessbetteracrossdifferentprocesses DataIntegrityandSecurity Dataconsistencyatanorganizationlevelacrossdifferentdatasources ReportFeaturesDrilldown,Drillthrough,ChartandPivoting DownloadReport(PDF,Excel,HTML)Static,Parameterized,AdhocandDashboard reports.Reportschedulingforstaticreports

TheChallenges
Understandingtheexistingbusinessprocesseswithoutadequatedocumentationavailable waschallenging. ThesolutiondemandedthedesignofarobustETLframeworkwhichtakescareofexisting DataInconsistencyfromMultiplesources. Variouslegacyownerssituatedindifferentcountriesneededtobefamiliarizedwiththe projectneeds,andthesolutionneededtobecustomizedaccordingtotheirsystemsand requirements.

TheSolution
TheBusinessIntelligencesolutionisprovidedtoclientthatisimplementedasonpremise reportingtoolwithdatacollectedfromdifferentsourceslikeExcelsandInternalCRM, TransportManagementandotherInternalDatabasesforAttendanceandProductivity Tracking.Transformedthedataasperbusinessrulesfordifferentprocessesandloadit intoacentralizeddenormalizeddatabasewhichiscentralizeddatasourceforBITool.The completedesignofBISolutionconsistsof:
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CustomerCaseStudyMay2011

DefinedtheScopeofWorkbyinvolvingtheallkeystakeholders(OpsHeads,Sr.Managers, Managers,TLs) ETLstrategy,design,anddevelopment TheonlinereportingsolutionusingJumboAnalysisTMandpregeneratedreportsthrough email. SDLCProcess Wefollowedthetypicalwaterfallmodelwithoccasionalprototypingwhenevernecessary.The activityinvolvedincluded:

AlongwithourBusinessIntelligenceexpertise,westandardizedmostoftheSDLCprocessesand rewrotethemtosuittheuniqueneedsoftheBIprojects,whichresultedinarobustdelivery modelbackedbyastrongprocesslibrary. OurdedicatedProjectManagerhasbeeninvolvedinthecompleteBIsolution,rangingfrom technicalspecificationstoUserAcceptanceTesting,coveringmostoftheSDLCprocess.The projectwasdeliveredonaturnkeybasisbeginningwithrequirementsmanagementanddesign anddevelopmentthroughcompletionandongoingmaintenance. TheProcessinvolved: Requirementmanagement Functionalandtechnicalspecificationsdevelopmentandconstruction Testing(Unit,QAandUAT) Ongoingapplicationmaintenanceandproductionsupport.

TheResult
Thesolutionhasminimizedtheneedofmanualeffortsincollectingdatafromvariousreport sources.Thesolutionprovidesaconsolidatedviewofinformationacrossallsitesinwhichthe Clientoperatesandeliminatestheneedformanualprocessing,therebyloweringadministration costandthedecisionmakingcycleanderrorsthatmanualprocessesareproneto. CostBenefits Reductionindataloadwindow:Duetoanefficientdesignoftheapplicationtoprocessthe dataarrivingfrommultipledatasourcesintocentralizeddenormalizeddatabase,there wasareductionintheloadwindowofnearly50%.Thereductioninloadwindowleadtoa nearly25%savingsoftheresources,hardware,andmanpower.

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CustomerCaseStudyMay2011

AutomatingtheDataValidationandDataQualityChecks:Automatingthedatavalidation rulesanddataqualitychecksledtosignificantdecreaseintheturnaroundtimeandleadto effectiveutilizationof20%ofthoseresourcestimeinotherproductiveareas. MoreControlandBetterValue Morereliabledatafordecisionmakers Easiercomparisonofinformationacrossdifferentdepartments,usingoneversionof reportforsamecomparisonwithdifferentcriterias. Easiersharingofconsistentinformationbetweendifferentusergroups,andwith customers,partners,andsuppliers Morecoordinatedsecurity,tominimizeunauthorizeddataaccess BetterAlignmentwithBusinessNeeds Givensolutiontoourclienttoconnectgoals,metrics,andpeopleacrosstheenterpriseto manageandoptimizeinformationflowslikeotherbusinessprocesses,leadingtoimproved alignment,transparency,andperformance.Ithelpedin: Moretimelyanswerstobusinessquestions Easiercrossdataanalysistorevealrevenueleakage Improvedcostvisibility BetterriskmanagementbyhavingbettercontrolonPerformanceissues BillingandPerformanceTrendAnalysisatdifferentleveloforganizationhierarchy, Processesandlineofbusiness. DataConsistency:FoundationforPerformanceOptimization Establisheddataconsistencythatishelpingourclienttoensureallusershavetheright informationatrighttimefordecisionmaking.Ithelpsinoptimizedbusinessprocesseswithinthe organizationandacrosstheirextendedecosystemofcustomers,partners,andsuppliers,inareas suchas: Financialperformancemanagement Operationalperformancemanagement Strategymanagement Governance,risk,andcompliance ImprovedClientFocus ThesolutionhasenabledtheClienttofocusonitscorebusinessandonbuildingmoreefficient systemsforitsbusiness. Pleasecontactsales@businessintelligenze.comformoreinfoonthisCustomerCaseStudy.

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