Information Builders > Case Studies > Business Connexion Ups the Ante With Analytic Environment for Incident Reporting

Business Connexion Ups the Ante With Analytic Environment for Incident Reporting

Company Size

1,000+

Region

Africa

Country

South Africa

Product

WebFOCUS Developer Studio
ReportCaster
iWay DataMigrator
Service Manager

Tech Stack

Oracle Database
Microsoft SQL Server
Sybase

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Software
Telecommunications

Applicable Functions

Business Operation

Use Cases

Predictive Maintenance

Services

Data Science Services
System Integration

About The Customer

Business Connexion Group Limited is a leading systems integrator in the southern hemisphere for innovative business solutions built on information and communications technology (ICT). Based in South Africa and supported by more than 4,000 employees, Business Connexion runs mission-critical ICT systems and manages products, services, and solutions for more than 1,300 clients. The company’s wide client base spans both public and private sectors, from mining to petrochemical organizations, retail to financial institutions. Business Connexion offers flexible solutions tailored to each client’s business environment with an emphasis on business consulting, communications services, data center management, and information security. The company holds the largest market share in South Africa for ICT outsourcing services and has built its success on aligning its high-caliber services with its clients’ strategic and operational business needs to create customized, well integrated business solutions.

The Challenge

Business Connexion, a leading provider of innovative business solutions based on information and communications technology (ICT), was facing the challenge of providing faster access to accurate data for complex reports to meet governance rules and improve efficiency. The company needed to allow users across the organization to extract information for improved customer service. As the number of clients Business Connexion supports increases, so does the pressure to maintain solid customer relationships. The company often takes calculated risks to invest in new technology solutions, but the company never gambles on the metric that matters most: customer satisfaction.

The Solution

Business Connexion decided to upgrade its existing ETL platform to synthesize disparate data stores, improve data quality, and streamline access to incident management information. The company also developed new dashboard functionality to ensure more efficient internal operations. The company used business intelligence (BI) and integration technology from Information Builders to deploy an industry-leading BI solution for managing customer service to support incidents. The new BI environment is used to identify and manage employee availability and capacity. This environment streamlines incident management reporting, boosts help desk capabilities, and delivers comprehensive quality management reports throughout Business Connexion. The ability to better share information with all those who interface with clients, as well as with the customers themselves, has streamlined related workflows, and helped ensure the delivery of superior service to the company’s client base.

Operational Impact

Incidents are better prioritized, scheduled, and managed, and staff performance can be better monitored and assessed, ensuring that every customer gets the support they need, when they need it.
The Reporting Division Services Group is excited about the improved BI environment since it saves so much time for database administrators and developers.
Database experts previously spent five days each month preparing the data for the monthly run; now DataMigrator loads it automatically and WebFOCUS ReportCaster schedules, runs, and distributes standard reports on scheduled and forecasted changes, SLA performance, active approvals, and status of tasks.
As a result, Business Connexion can now offer a standard level of quality service to all of its customers, even offering self-service options where appropriate.

Quantitative Benefit

The WebFOCUS site receives 150,000 hits per month and automatically distributes around 3,000 reports per day, quickly crunching 30 months of data for 1,300 clients and presenting it via easy-to-use dashboards.