Management Reporting has been launched successfully!”

Picture: adapted from Adobe Stock #181885371, NicoElNino

In March 2019 Wunderlich Analytics has successfully launched a new management reporting for a renowned international group of companies. With the implementation of this system, the most significant KPIs for customer service management will be harmonized across three subsidiaries and presented in form of an interactive dashboard.

By means of this reporting the divisional management as well as the board level of the group, for the first time, are in the position to present customer service information in a well-arranged and interactive form, while simultaneously making differentiations according to subsidiaries and call center providers. In this process, the key figures on support volumes, processing history, customer waiting times and backlog, above all, play a central role. These KPIs are exceedingly important for the assessment of utilization and quality and allow for targeted optimization measures. In addition, key business figures and customer satisfaction have also been integrated.

The Management Reporting results from the implementation of a KPI-harmonizing concept which had been carried out in 2018. In this concept, special attention was paid to the correctness and informative value of the KPIs concerning the customer service procedures. This represented a specific challenge to the project due to the different business processes and data quality of the subsidiaries. Therefore, in the course of implementation 5 different source systems and more than 20 different tables have been integrated and supplemented with additional data quality measures and consistency checks. With the present implementation the reports are provided to the group management in a standardized way.

The reporting was developed for and provided to the client as a complete service. The implementation of data integration, data preparation, business analysis, visualization, quality inspection and operation could be accomplished with merely minimal IT-support by the client, thus resulting in one of the greatest benefits for the client: a quickly available all-in-one solution which requires only limited assistance of the client’s own scarce IT-resources.

Wunderlich Analytics consider themselves a service provider for the creation of business insights who operates, also in this project at hand, along the entire value-added chain as analytical workbench, external business analysis as well as service provider of a technical all-in-one solution. Currently we prepare for the next step, which means the integration into the client’s system environment. This step will be accomplished shortly. Further developments for other dedicated business processes are planned.