1. CSP Business Intelligence ROI 2011
BusinessIntelligenze Company
CSP’s Business Intelligence Return on Investment Paper
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2. CSP Business Intelligence ROI 2011
Using Analytics to Unleash the Power of Business Intelligence
CSP Organizations in every industry turn to BusinessIntelligenze to provide access to their information and
critical business metrics in the form of dashboards: interactive and powerful visual information displays that
can be presented and shared on computer screens or mobile across the world. It is how an organization
arrives at an optimal decision based on existing data and empirical evidence. The evidence is the discovery
of the factors and drivers of your profits and costs the use of those drivers in a variety of future scenarios.
The empirical part is the use of proven models, techniques, statistics and experiments to get the evidence
Executives and managers may choose to make decisions based on past experiences, rules of thumb or tribe
knowledge but unless the process involves data and analysis, it would not be considered analytics. Because
decisions are made using empirical evidence, the impact of the decision can be measured and the return can
be calculated.
Key highlights of BusinessIntelligenze platform are:‐
‐ Increase revenue: Accurate business intelligence enables your company to respond quickly to new
opportunities and changing demands, move from concept to implementation with greater speed, and
transform existing systems by adding new capabilities & extending the value of existing investments.
‐ Drive profitability: By providing the means to integrate systems that span the enterprise, business
intelligence gives you the power to create accurate profiles of your customers, enabling you to discover which
customers are profitable and how you can better serve them.
‐ Reduce operating costs and integrate business processes: Because it enables you to tie together all of the
elements of your extended information infrastructure—both internal and external—into constellations of data
that accurately reflect your business, the BusinessIntelligenze Solutions open the door to rapid, fluid responses
to changing business conditions, while minimizing the time required to collect relevant business information.
With BusinessIntelligenze Company’s predictive analysis of the customer lifecycle as a foundation, the
TimeShare Marketing Company was able to increase customer loyalty and reduce churn by improving
transaction handling time and enhancing the customer contact experience, while also decreasing customer
service costs.
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3. CSP Business Intelligence ROI 2011
Turning Business Intelligence into Action
It is important to grasp the major step between business intelligence and Business acumen. There are many
providers of good business intelligence tools and there are even BPO service providers that offer access to
these tools with the service. But this is analogous to giving someone a stethoscope and scalpel and expecting
they can perform surgery.
1st Generation
• Data
3rd Generation CSP's
• Data
• Standardization +
Mining + Busine
Intelligence Tools
• Output Dashboards &
Analytical Reports
2nd Generation generation
• Standardization
• Data mining
Pinnacle of practical Business Analysis two key milestones: a) the data should be in a position to be worked
upon – i.e. stable and accurate. b) The operatives doing the analysis must be deeply knowledgeable in the
process.
BPO service providers have an advantage over business intelligence tools suppliers and external consultants.
BPO providers already manage the transaction volumes and have the operational processing expertise and
familiarity with the day‐to‐day traffic flows and content. This means the re‐engineering and data cleansing will
have already taken place, thus ensuring the stability, consistency and accuracy needed for the Business
analytics to have impact
The final key comes by moving from business intelligence to Business acumen. This is the difference between
being informed (being provided with business intelligence) and being enabled (closing the loop by taking the
output from the business intelligence and analyzing it in the context of the client’s operations and business).
This allows you and client to work much more collaboratively and act upon the information to implement
remedial works, process changes and additions. In some cases, client product changes will need to be made to
prevent a poor service or process issue from reoccurring or to make improvements to benefit sales.
The process starts with the transaction volume in the day‐to‐day BPO workflow processes and builds visibility,
often involving agglomeration across disparate data sets. This action is supported by a unique process that
uses BusinessIntelligenze tools to extract and analyze the value in the data to unlock the potential benefit from
the workflow.
This case is a prime example of how organizations can harness the benefits of Business Intelligence for both
bottom‐line and top‐line value, resulting in measurable return on investment (ROI). Since one percent on the
revenue stream has a much greater overall impact than one percent savings off the bottom line, organizations
can achieve excellent ROI by applying this unique BI approach.
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4. CSP Business Intelligence ROI 2011
Returns are calculated in four key areas of an organization:
Business Intelligence solution
minimizes need of manual efforts in
collecting data from various report
sources. The solution provides a
consolidated view of information
across all locations in which the Client
operates and eliminates the need for
manual processing, thereby lowering
administration cost and the decision‐
making cycle and errors that manual
processes are prone to.
Reduction in Data Load Window & MIS: Due to an efficient design of the application to process the data
arriving from multiple markets in parallel, there is a reduction in the load window of nearly 50%. The reduction
in load window leads to a nearly 25% savings of the resources, hardware and manpower.
Real Time reporting of Process Productivity & Quality: Automating data collection from disparate sources and
validation rules that involve data quality checks etc, leads to significant decrease in the turnaround time to
communicate corrective action strategies and assists Site Managers to focus on Business improvement
methodologies in a competitive environment. This leads to an increase in compliance (Data Integrity CUIKA),
employee motivation & coupled with a performance management strategy can increase overall productivity
viz`a`viz revenue by 10%‐15% in 6‐12 months time.
Financial Forecasts: Data‐Analytics provides scenario building in a variety of economic conditions around
operational forecasts or a longer‐term econometric forecast. Financial forecasts can shrink budget variances,
facilitate rolling budgets and create alignment in the organization around strategy, operations, marketing
programs, sales incentives and expected results. An effective analysis of operations information for
budgeting or financial forecasts can lead to up to 8%‐10% of savings within first Year of BI.
Central Meta Data‐based Architecture: Choosing BusinessIntelligenze platform, your data warehouse is
developed with the help of a centralized meta‐data that caters to implement the specific business rules
without any changes to structure. This approach reduces implementation time & manpower cost by almost
25% compared to other BI providers in market.
This fundamental leap forward is the recognition that what was previously seen as just workflow (i.e. the large
volumes of transaction processing data inherent in most conventional BPO delivery models), in many cases, is
actually a rich seam of value that can be mined to extract hidden benefits. Most importantly, the mining of this
value, using business intelligence tools, can drive top line benefits. For example, the resulting analysis could be
used to support revenue recovery or improved customer service.
BusinessIntelligenze solution built a tailored process combined with a functional knowledge to analyze hidden
value in the data. We could therefore take the final step of turning this business intelligence into action by
closing the loop on the process. Our analysis enables you to segment customer base and predict which
segments were likely to churn and when. We then work with the client to refine the upstream experience and
handling of the customer. Typically, this approach may take the form of modifications to the inbound call
handling process, but it may also drive the client to make modifications to its products and services.
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5. CSP Business Intelligence ROI 2011
Pragmatic combination of On‐Premise Traditional Licensing and ‘SaaS’ BI:
Software as a Service Business
intelligence emerged in response to
the complexity, resource drain,
lengthy timeframes, and prohibitive
cost of traditional enterprise BI
implementations. Instead of
purchasing, integrating, and
implementing software yourselves,
SaaS BI from BusinessIntelligenze
Company is a practical combination
of SaaS and traditional on‐premise
BI.
BusinessIntelligenze solutions can
be installed on your Internal Data
Center Infra or on MS Azure /
Hosted version. In both cases, you
have the control.
JumboAnalysis™ is the proven technique for achieving a significant business impact ‐‐ from enhancing the top
line to discovering new ways to reduce bottom line; from trend analysis to customer retention; from revenue to
expenses; from analytics on recruitment to retention.
Metric/scorecard facilities
Reports, graphs, dashboards for metrics and scorecards
Define industry metrics definitions and formulas
Wizards for creating metrics, scorecards, alerts, ETL, schedules
End‐user managed: low IT requirements
Non‐metric/scorecard facilities
Easy and powerful user access control – security roles extended into any
combination of data hierarchies
Centralized system settings, look, configurations, tracing
Completeness of Solution
One‐click access to answers
Analysis, Authoring, system management
Closed‐loop collaboration and alerting
Easy to maintain and extended
User managed, low IT resources
One solution, not cobbled together tools
Responsive to changing requirements
Faster ROI, Lowest TCO
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6. CSP Business Intelligence ROI 2011
Deeper combination of Traditional Business Intelligence and On‐demand ‘SaaS’ BI: (1)
The BusinessIntelligenze Company has pioneered in combining power of BI visualization on Saas Model for Indian outsourcing Companies. SaaS based software solutions are not
ideal for every situation, and so it goes with SaaS BI. In making the choice between SaaS and on‐premise BI, we offer critical differentiators through for you analyze your situation
and options: ‐
BusinessIntelligenze On‐Premise ‘SaaS ‘ Solution Traditional On‐Premise Licensed Software
The cost of traditional BI software can easily run into the hundreds of thousands
SaaS BI solution is well suited to CSP Industry as it can be budgeted in operating
COST
COST
of dollars. Add to that the cost of consulting for implementation and
cost of Center (A few hundred Rupees per person / per month). By SaaS BI, it’s
configuration and you have a risky outlay of capital. For Large CSP organizations,
predominantly booked in operating capital expenses & although a monthly cost
BI is a major investment, but for many small and mid‐sized organizations, it is
applies, there are tangible benefits seen operationally within first month of use.
simply out of reach
CSP‐wide decision‐making platform that includes Internal Performance
The time horizons between starting a BI deployment and having a first report in
Scalability
Management, externally outsourced‐Partner/ Vendors Management is connected
hand can be lengthy. Hooking BI software into relevant business systems and
Delay
into many source systems that would commonly require stable on‐premise BI. A
designing the ETL process and data warehouse can be complex. Shorter BI
stable SaaS tool provides scalability to implement at several locations without
implementations may take 9 –12 months and some projects may even languish
having to expand Infrastructure every time a new location is added. It adds to
over two years.
savings in hardware as well as software licenses procurement.
The resources needed for a BI implementation are significant because a Tier1 BI
IT resources
platform consists of multiple components all of which have to be independently
Speed
SaaS provides almost immediate benefit. Its straightforward set‐up means you
deployed. The complex programmatic connections require detailed technical
can start analyzing and reporting on information within days. So if a short time
knowledge. The ETL processes require heavy IT scripting. Many hours are
to value is crucial then considering SaaS BI is all value proposition.
required for deployment, training, maintenance, upgrades and problem solving.
All of which can result in an overworked IT department or heavy consulting fees.
SaaS is a strong contender as Dashboard & programming resources with CSP
Complex for
Resources
end users
Organizations are severely limited or already overwhelmed. With no software or
Analysis and reporting with BI software can be difficult. With business users
hardware to
unable to create their own reports, organizations often become more dependent
install, maintain, or upgrade, SaaS ensures there is minimal burden on IT staff.
on IT for report creation, leading to backlogs.
Our SaaS BI solutions are also ideal for non‐technical employees to use
independently—freeing IT resources from their support role
If you require the high‐end, complex features of a full BI suite, including integrated
Functionality
Taking stock
dashboards, scorecards, data mining and predictive analysis, on‐premise
With all of these factors at play, deploying on‐premise BI can be a prospect that
BI may be the optimum route. If, on the other hand, a solid reporting and
ranges from expensive and risky to outright unfeasible. But the potential of BI is
analysis capability is the main requirement then the SaaS route may be the
so compelling that it’s worth taking a step back and considering the alternatives
best solution. Many organizations find that 80% of their requirements are met
by 20% of the features found in traditional on‐premise BI.
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7. CSP Business Intelligence ROI 2011
Deeper combination of Traditional Business Intelligence and On‐demand ‘SaaS’ BI: (2)
Issue On‐premise SaaS BI
Back‐end data consolidation Complex programmatic ETL processes gather corporate data from ETL capabilities built into some SaaS platforms connect to data
multiple sources, then cleanse, transform and load the data into sources; other SaaS applications require uploading of native
one place, ensuring a consistent enterprise data plat‐form for BI reports or flat files from transactional systems; data cleansing
across all divisions. and transformation resides in individual source systems.
Breadth and maturity of Whole range of BI features in one system, including analysis, Limited range of simpler user functionality often restricted to
BI features for end users reporting, KPI scorecards, dashboards, alerts, visualization, data reporting and analysis, or KPI scorecards, or dashboards.
mining, predictive analysis.
Software and license cost Can be very high with full implementation of all BI functionality. Usually low, month‐by‐month fees based on seats, data volume
or BI activity.
Consulting cost Can be very high with full implementation on all data sources. Low to medium; no software/hardware installation; much
simpler configuration.
Delay to first report Months or years. Days or weeks.
IT resource use Intensive deployment period. May have some involvement in No deployment. Little training required, built for non‐technical
training. Ongoing involvement in maintenance, upgrades and users. Centralized maintenance and upgrades done by SaaS
problem‐solving. provider.
Complexity Both implementation and use can range from somewhat to highly No implementation complexity; often provide simple language
complex. based data uploading and reporting wizards for business users.
Risk High costs and long deployment cycles can mean a high risk of No front‐end capital outlay; often no contract commitments
missed targets and unfulfilled outcomes. with monthly usage fees.
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8. CSP Business Intelligence ROI 2011
BusinessIntelligenze Value
BusinessIntelligenze Company works with Outsourcing Companies whose competitive edge depends on being
able to take advantage of their data. We deliver forecasts, data research, operational insights and business
intelligence solutions based on the combination of client data, our data and our practical approach to analysis.
Data: We understand data and how to transform data into actionable information for clients. We tackle the
common data problems you face: extraction from legacy systems, data quality and missing data. We can take
the data from all of your disparate sources and systems, clean it up and build your databases. And if that isn't
enough, we turn less‐than‐perfect data into data that can be used to make decisions with certainty. You get
usable, clean data for other applications or a data warehouse combined with other information like customer
demographics, weather, marketing programs and competitive activity. Your data is presented through simple
to access and use reporting.
Analytics: We use your data combined with our data to find the key drivers, factors and sources of your
revenues and costs. We are not about a black box. We use proven models and techniques that can be
explained and championed by executives and used for decisions by managers. We know how to make quality,
agreed‐to assumptions about tough‐to‐get or less‐than‐perfect data so that we can jump start understanding
and learn which drivers, factors and sources need to be researched more thoroughly.
Forecasting: Whether you are large or small, global or continental, we work with you to get the models,
systems, and processes you need to succeed. We use analytics to determine what happened, what is
happening now and why it is happening now. That information is leveraged to determine what will happen
next. We can determine how far into the future you can count on your forecasts and what level of accuracy
you can expect. Don't let forecasting be the weak link in your supply chain. While you are improving your
business we will improve your forecasts.
You can contact us for more information at sales@businessintelligenze.com
BusinessIntelligenze Company.
An IdeaTriangle Business.
DBS, 1st Floor, World Trade Towers, Barakhamba Lane, New Delhi
T: +91‐ 11‐ 4054‐0703
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