“Indispensable Service” – That’s what the senior management always said about the company.
The firm ranked #1 in client satisfaction for 9 years in a row. Client satisfaction was the identity of the business, its main asset. However, in recent years, the firm transformed itself. The business grew very fast and number of clients grew rapidly. Thus, it became harder to ensure the same level of customer service for all clients.
“How do we keep a high client satisfaction while we grow?”
Senior management didn’t want to lose the good reputation they had built over the years.
One of the ways the company ensured a high satisfaction for their clients is by solving their requests on time. Lately, there were more requests to solve, and the staff was limited.
“How can we process all these cases efficiently and on time?” – Was the key question of the operational leaders. In the search for an answer, they turned to data.
That’s when we started to work together. Our business Intelligence services provide invaluable support in such situations.
During our discussion, we set up the main goal: To build a business intelligence solution to help operational leaders improve the time of solving client requests while avoiding to hire new staff.
The solution?
Workflow Report.
Here was our working methodology:
(1) We created detailed requirements for the in-house engineering team, who were responsible to connect to case management software to pull data about all processors working on client’s cases. Our requirements ensured we remove duplicates and eliminate bad records, ensuring a clean and curated dataset that facilitates reporting.
(2) Using Power BI, a market leading business intelligence tool, we built front-end reports with these main features:
- Visualize the workflow for over 1 million cases, from the creation of each case to the case closing.
- Drill down to the detail to find out what processors worked on each case and how long the case stands in each processor’s queue.
This comprehensive analysis, facilitated by business intelligence services, allowed operational leaders to gain deep understanding and actionable insights into the department’s workflow.
Technology used for the business intelligence solution: Microsoft Power BI, Azure Data Factory, Snowflake.
“We’ve been waiting for this for years!”
Said an operational leader while looking at the charts.
Using the insights from these reports, operational leaders discovered valuable insights about the workflow of processors:
- One insight was that the majority of teams passed the most difficult cases to 2 departments. These teams took longer to complete the requests, making them appear unproductive. Management took action and trained the rest of the operational teams to make sure everyone can handle all types of cases.
- Another insight was that some processors accept cases in bulk, giving the appearance of being busy while creating a process bottleneck. As a result, management decided to allocate cases more evenly among processors.
With the help of these actions, operation teams achieved a significant milestone: 90% of cases were completed within expectations, and the teams met their demand with their current staff, without hiring new people, thereby reducing future costs.
Want faster, smarter insights from your data?
Book a quick 30-minute call to explore how I can support your organization’s goals.