1. Customer Case Study‐ May 2011
CASE STUDY – Business Intelligence Solution
The client leading Business Process Outsourcing (BPO) offers extensive services that cover the
entire gamut of call/contact center and back‐office transaction processing.
The Need
• The need to highlight performance related issues to operational management for timely
decisions
• Reduce the manpower that is currently generating reports manually
• Help in strategizing for leakage of revenue
• Data Inconsistency, Multiple sources, and time consumption makes it difficult for
operational leaders to provide effective analysis.
• Problem of identification, analysis and evaluation of business problems
• Ever increasing cost of overheads
• Continuous need for problem solving, planning and other Operational Process efficiency
• Decision support system, high/low end analytics; generate reports to help in planning the
business better across different processes
• Data Integrity and Security
• Data consistency at an organization level across different data sources
• Report Features – Drill down, Drill through, Chart and Pivoting
• Download Report(PDF, Excel, HTML) ‐ Static, Parameterized, Ad‐hoc and Dashboard
reports. Report scheduling for static reports
The Challenges
• Understanding the existing business processes without adequate documentation available
was challenging.
• The solution demanded the design of a robust ETL framework which takes care of existing
Data Inconsistency from Multiple sources.
• Various legacy owners situated in different countries needed to be familiarized with the
project needs, and the solution needed to be customized according to their systems and
requirements.
The Solution
The Business Intelligence solution is provided to client that is implemented as on‐premise
reporting tool with data collected from different sources like Excels and Internal CRM,
Transport Management and other Internal Databases for Attendance and Productivity
Tracking. Transformed the data as per business rules for different processes and load it
into a centralized de‐normalized database which is centralized data source for BI Tool. The
complete design of BI Solution consists of:
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2. Customer Case Study‐ May 2011
• Defined the Scope of Work by involving the all key stakeholders (Ops Heads, Sr. Managers,
Managers, TLs)
• ETL strategy, design, and development
• The online reporting solution using JumboAnalysisTM and pre‐generated reports through
email.
SDLC Process
We followed the typical waterfall model with occasional prototyping whenever necessary. The
activity involved included:
Along with our Business Intelligence expertise, we standardized most of the SDLC processes and
rewrote them to suit the unique needs of the BI projects, which resulted in a robust delivery
model backed by a strong process library.
Our dedicated Project Manager has been involved in the complete BI solution, ranging from
technical specifications to User Acceptance Testing, covering most of the SDLC process. The
project was delivered on a turn‐key basis beginning with requirements management and design
and development through completion and ongoing maintenance.
The Process involved:
• Requirement management
• Functional and technical specifications development and construction
• Testing (Unit, QA and UAT)
• Ongoing application maintenance and production support.
The Result
The solution has minimized the need of manual efforts in collecting data from various report
sources. The solution provides a consolidated view of information across all sites in which the
Client operates and eliminates the need for manual processing, thereby lowering administration
cost and the decision‐making cycle and errors that manual processes are prone to.
Cost Benefits
• Reduction in data load window: Due to an efficient design of the application to process the
data arriving from multiple data sources into centralized de‐normalized database, there
was a reduction in the load window of nearly 50%. The reduction in load window lead to a
nearly 25% savings of the resources, hardware, and manpower.
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3. Customer Case Study‐ May 2011
• Automating the Data Validation and Data Quality Checks: Automating the data validation
rules and data quality checks led to significant decrease in the turnaround time and lead to
effective utilization of 20% of those resources time in other productive areas.
More Control and Better Value
• More reliable data for decision makers
• Easier comparison of information across different departments, using one version of
report for same comparison with different criteria’s.
• Easier sharing of consistent information between different user groups, and with
customers, partners, and suppliers
• More coordinated security, to minimize unauthorized data access
Better Alignment with Business Needs
Given solution to our client to connect goals, metrics, and people across the enterprise to
manage and optimize information flows like other business processes, leading to improved
alignment, transparency, and performance. It helped in:
• More timely answers to business questions
• Easier cross‐data analysis to reveal revenue leakage
• Improved cost visibility
• Better risk management by having better control on Performance issues
• Billing and Performance Trend Analysis at different level of organization hierarchy,
Processes and line of business.
Data Consistency: Foundation for Performance Optimization
Established data consistency that is helping our client to ensure all users have the right
information at right time for decision making. It helps in optimized business processes within the
organization and across their extended ecosystem of customers, partners, and suppliers, in areas
such as:
• Financial performance management
• Operational performance management
• Strategy management
• Governance, risk, and compliance
Improved Client Focus
The solution has enabled the Client to focus on its core business and on building more efficient
systems for its business.
Please contact sales@businessintelligenze.com for more info on this Customer Case Study.
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