The client is a leading healthcare BPO that needed business intelligence capabilities like repeat call analysis, SLA reporting, and case management. The large volumes of data from different sources posed challenges. The solution implemented a centralized SQL database to extract, transform, and load data from Excel files. This provided reports, dashboards, and analytics and eliminated manual data processing. It gave the client better insights, control, optimized performance, and created a new revenue line by providing analytics to customers.

1. Case Study‐ Healthcare BPO
CASE STUDY – Business Intelligence Solution
The client is leading Business Process Outsourcing (BPO) offers collection and support services for leading
healthcare Companies.
The Need
• Repeat call trend analysis of Issue reported by Customer, which can be analyzed by issue category for any
specific period (Yearly / Quarterly / Monthly / Daily)
• Comparative Analysis of Repeat Calls by issue category and for any specific period (Yearly / Quarterly /
Monthly / Daily)
• SLA Met Analysis and drill down to problem areas due to which certain SLAs are not met
• Decision support system, high/low end analytics; generate reports to help in planning the business better
to ensure effective customer support.
• Ageing of Open cases with reasons for delay. As per status send notification emails to respective customer
executive for completion of documentation or billing. Also manage escalation to respective TLs and
Managers as per defined service level.
• Trend and comparative Analysis of total number of billing, booking and collection on
Daily/Weekly/Monthly/Quarterly/Yearly basis from each Customer.
• Report Features – Drill down, Drill through, Chart and Pivoting
• Download Report(PDF, Excel, HTML) ‐ Static, Parameterized, Ad‐hoc and Dashboard reports
• Notification on critical indicators.
• Centralization of database which allows different analysis on historical data as well and to minimize the
preparation and processing time.
The Challenges
The volume of data per month is millions of records maintained on daily/weekly basis in separate excel/CSV files.
Processing the information from these excels, it required us to ensure Data Accuracy, Data Integrity, and De‐
normalization of data for optimal query performance.
The Solution
• The Business Intelligence solution is provided to client that is implemented as on‐premise online reporting
tool with data collected from various Excel/CSV files.
• We have automated the extraction, transformation and loading of data from these excels into centralized
MSSQL database as per data collation needs.
• Provided with presentable Reports and Analytical Dashboards with User Role / User Groups access.
The Result
The solution has minimized the need of manual efforts in preparation of these reports from various data sources.
This solution provided a centralized and consolidated platform to see various data analysis on complete historical
data and eliminated 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
• Automating the Data Validation and Data Quality Checks
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2. Case Study‐ Healthcare BPO
More Control and Better Value
• More reliable data for decision makers
• Better and Fast Comparative analysis of information across different data patterns.
• Easier and timely sharing of consistent information between different user groups, and with customers.
• More coordinated security, to minimize unauthorized data access
Better Alignment with Business Needs
• More timely answers to business questions
• Easier cross‐data analysis
• Better control on Performance issues
• Billing and Performance Trend Analysis at different level of Processes and line of business.
• Operational performance management
Improved Client Focus
The solution has enabled the Client with better insight to their existing operations and given better control to
optimize the operational performance.
The Client further provides their Customers with Analytics at an additional cost and that has created a new line of
Business with substantial revenues in future for them.
We welcome this initiative. If you need more information on Client or our solutions, please write to us at
sales@businessintelligenze.com
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