GPS (Global Performance system) studycase (Risk Management)

1. Global Perfomance System
The Big Data solution developed by
Business Investigation SA
Strategic partner
for business leaders

2. Modeling
During the course of our workshops, we integrate BSC principles into GPS in the most user friendly manner. Those
workshops follow GPS methodology as well as GPS systematic risk analysis, and smart indicators analysis according to
3 major axes: Results, Know-How, Means.
In the matter of only a few days… the definition of the organization chart, production divisions, and the first batch
of processes as well as their integration to the incoming business information flow are accomplished. An inventory of
CRM related functions takes place.
Auditing
Despite existing operational reports, audits performed by external companies, internal audit of business activities
of the above mentioned sector, GPS instantly revealed and outlined a company capacity to deliver services higher than
the actual customer need.
For GPS, this revelation represents an opportunity and is automatically communicated to the top of the decision
making chain. The executive committee decided to use this available resource by improving customer experience: 2 new
interaction channels were made available to them (a mobile app and an interactive website).
Acting
With GPS amelioration module, the executive committee has designed and put in place a mutation towards global
digitalization. The company is also expecting a market shares increase, a lower attrition rate and a rise in new customers
for the next 12 months.
GPS triggers growth and
competitivity
In 2014, the executive committee of a company in the insurance sector decides to
implement GPS as its management performance tool to launch its business strategy.
The agreed strategy model corresponds to the BSC-balanced score cards model. 12
months later, the attrition rate was down 14.53%, new clients rate up by 5.16% and cus-
tomer service efficiency showed a significant increase of 30%.
Case Study
Business Investigation SA – Ch. de Fontenailles 4 – CH-1196 Gland – +41 22 364 15 41 – info@ bigps.ch www.bigps.ch
LOGISTICS
TRANSPORT
TRADING
IT
PHARMACEUTICAL
RETAIL
BANKING
INSURANCE
PUBLIC SECTOR /
ADMINISTRATION
HEALTHCARE
ENERGY
B2B DISTRIBUTION
FOOD

3. Digital Transformation
The strategic goal of digital transformation is to help to minimize the flow of data going through saturated channels
(call-center and electronic publishing) and to maximize their coordination with the new customer self-care channels
(websites, customer portal, and apps).
Added to the choice of channels, lies the capability to master past, current, and predictive data. It alone enables
interoperability and the best conditions for a smooth and positive customer experience.
The GPS solution harnesses precisely this social media, usage, customer and commercial interaction data to allow
an effective monitoring of the customer experience.
The insurance company has defined what the target ideal customer experience ought to be. He has also described
the associated crucial CRM processes in GPS, identifying key risk areas and impacted data.
The GPS tool will therefore be able to perform real-time analysis of the occurrence of risks in the process, such as a
call from the same customer that goes unanswered despite four attempts, an email from that customer that is unanswe-
red for more than four days, or even a web call back meeting that is not honoured by the account manager.
GPS thus provides the management with a CRM dashboard that can be used globally, without the need to interface
tools, and which gathers information at source thanks to the exploration capacity offered by Big Data.
Ultimately, monitoring customer experience by GPS ensures that the UX target is everyone’s goal while offering the
solution to eliminate flaws and keep customer satisfaction to its highest.
As we know, repeated bad customer service such as: long wait, ignored messages, lack of follow ups, misunders-
tandings will hurt a company’s reputation and push its customers to turn to competition.
Case Study
Business Investigation SA – Ch. de Fontenailles 4 – CH-1196 Gland – +41 22 364 15 41 – info@ bigps.ch www.bigps.ch
LOGISTICS
TRANSPORT
TRADING
IT
PHARMACEUTICAL
RETAIL
BANKING
INSURANCE
PUBLIC SECTOR /
ADMINISTRATION
HEALTHCARE
ENERGY
B2B DISTRIBUTION
FOOD

4. Outcomes
Therefore, thanks to GPS real time SWOT analysis and ability to detect abnormalities, what would most definitely
remain a weakness for a non GPS user was turned into a new opportunity for our GPS user.
Consequently, 12 months later, the attrition rate was down 14.53%, new clients rate up by 5.16% and customer ser-
vice efficiency showed a significant increase of 30%.
The implementation of GPS has allowed a better performance of all the business processes but has also ensured a
smooth digital transformation with respect of current norms and tight regulations that apply to the sector.
One of GPS abilities is to measure the transformation project ROI. This allowed the executive committee to com-
municate accurate information to the board of directors.
GPS abilities to automatically provide real time information are an important asset to the financial division. The time
saved on recurrent collecting and consolidating of information can now be allocated to further analysis and strategy
definition.
The intricate classification provided as a result of GPS as a tool and as a method with in place its risks analysis
and defined 3D indicators guaranties the early detection of processes impacts across the board. (on other processes,
on other divisions, on other sectors, etc...). GPS empowers its users with the knowledge of ongoing weaknesses and
opportunities and the ability to act upon them. GPS triggers growth and top competitiveness.
Case Study
Business Investigation SA – Ch. de Fontenailles 4 – CH-1196 Gland – +41 22 364 15 41 – info@ bigps.ch www.bigps.ch
LOGISTICS
TRANSPORT
TRADING
IT
PHARMACEUTICAL
RETAIL
BANKING
INSURANCE
PUBLIC SECTOR /
ADMINISTRATION
HEALTHCARE
ENERGY
B2B DISTRIBUTION
FOOD
2.2
1.26 1.1
0
0.5
1
1.5
2
2.5
Peer Group World-Class Insurance
Cycle time in business days to preparead hoc
business performancereports
46%
65% 70%
54%
35% 30%
0%
20%
40%
60%
80%
100%
Peer Group World-Class Insurance
Allocation of analysts'time for reports
Collecting/Compiling Data
Analyzing Information