Business Intelligence for
the Service Suite
Optimize Customer Service and Increase Workforce Effectiveness
Service Suite Business Intelligence provides critical visibility and insight into operational status, both at the tactical, day-to-day level and at the strategic trend-spotting level.
Continuous improvement is the crux of your organization's ability to remain competitive. Yet even the most extensive collection of data cannot help you understand your operational threats and opportunities—unless you have the right tools to transform that data into meaningful, actionable information.
Service Suite Business Intelligence provides critical visibility and insight into operational status, both at the tactical, day-to-day level and at the strategic trend-spotting level. Service Suite Business Intelligence can optimize customer service by measuring missed appointments and improve workload management by highlighting today's workload order and status. By matching workload to workforce, Service Suite Business Intelligence can increase workforce effectiveness, while promoting operational efficiency within and across operating groups. With performance analysis capabilities, you can identify potential unexpected problems, such as employees in need of special training, and make necessary adjustments before the business is hit with performance setbacks.
Service Suite Business Intelligence is comprised of the Data Warehouse, the Operations Dashboard, and Decision Support. These integrated components leverage the Historical Database (HDB) to provide a comprehensive, consistent view of your data, addressing daily operational tactics and providing in-depth reviews of past performance to assist with strategic analysis and planning.
Features
- Data warehouse is an enhanced, customer-facing view of HDB that enables non-technical and business users to interact with the data.
- On-demand reporting and access to useful information—not just raw data (e.g. generate a list of mobile users on a specific shift, or determine the time a user spent en route)
- Vendor-neutral reporting implementation
- Ability to audit Advantex data for compliance with governance legislation (e.g. Sarbanes Oxley)
- Temporal view of data displays changes over time
- Near real-time data transfer from operational database to the HDB/Data Warehouse
- Data provided in local time, not UTC, to simplify end user interpretation of reports
- Automatic purging of HDB and Data Warehouse ensures manageable amount of data is maintained for reporting purposes
- Operations dashboard is a web based, tactical reporting tool for dispatchers, managers and executives that provides a high-level graphical view of the current status of field operations.
- Ability to determine how work is progressing, spot abnormal conditions, and react to constantly changing environments
- Both near real-time system monitoring and short-term future view for capacity planning
- Status indicators & alerts identify potential problem areas
- Standard, pre-defined indicator reports (e.g. Pending Orders, Appointments at Risk), primary reports (e.g. Order Status, Current Day Capacity), and drill through reports—all easily customized to your organization's requirements
- Support for printing, data export, and email distribution
- Highly-configurable user interface allows users to filter information to view subsets of data and to tailor the interface to meet their individual needs. Decision support is a user-friendly performance measurement tool that automates extraction, creation, and transformation of relevant field operations data.
- Data mapped against industry-standard, best practice Key Performance Indicators (KPIs)
- Sophisticated reporting capabilities enable comparison and contrast of resource productivity, dispatch efficiency, work quality, missed appointments, and overall order duration
- Detailed performance reports and multi-dimensional analysis of workforce practices and trends
- Web portal enables distribution of reports throughout the enterprise
