Customer Feedback Systems (CFS), a manufacturer and supplier of electronic customer feedback capturing devices, has implemented Microsoft Reporting Services to address the main component of its business: hosting and analysing data from these devices.
The "touch pads", found at service delivery points of major banks and retail outlets around SA, allow customers to respond to specific questions pertaining to the service delivery process, and allow immediate customer feedback that can be acted on.
Previously, SAS and Excel formed the basis of CFS`s reporting function. While the aim was to automate reports, in reality SAS proved expensive and entirely reliant on high-level expertise. The result was that most reports were being generated manually - a cumbersome and time-consuming process that tied up key human resources. The new solution had to free up staff to focus on their core functions while fully automating reports on a standard platform.
An automated system would guarantee timely delivery of reports and ensure that CFS could get on with the business of dealing with customers while getting more meaning from its data.
"As the process scaled up, we found we were reporting on statistics and populating a scorecard. With an automated reporting function, we now have more time for analysis," says Craig Aiken, director, CFS.
The solution, designed and implemented by Microsoft partner, IS Partners, included building the data warehouse that forms the foundation for CFS`s international expansion and met all CFS`s reporting needs on one common platform. Reporting Services also proved to be more cost-effective than expected, at approximately 25% of the cost of the previous SAS solution.
While Microsoft Reporting Services has ensured speedier data processing and feedback, the solution will also enable CFS to put into operation an envisaged global distribution network to sell and service devices, while centrally controlling the reporting function. Reporting Services will allow CFS to take on many different distributors` reporting needs on a standard platform while responding to customer needs in a flexible way.
"Through our association with Proactive Insight, a knowledge-based solutions provider, we were working on SAS by default, an expensive tool that would not be serviceable throughout a network of global distributors. Reporting Services was bolted onto our SQL database at a fraction of the cost and offered us the flexibility to schedule reports, unlike the previous batch process on SAS. We can now provide our customers with daily, weekly and monthly customer service information.
"It has taken away the burden of scheduling, generating and delivering the huge number of reports delivered to our clients. Key Account Managers have been freed up, to focus on taking action and unlocking value in the information we generate, rather than being burdened by the manual process of generating and distributing information.
"In addition, we view reporting services as a tool that can be used by our global distribution businesses. Relative to other systems we have tried, it seems affordable, provides flexibility and does not require a particularly specialised skill in-house," says Aiken.
Reporting Services has also given CFS the ability to do develop expertise in one place; by not duplicating processes or technologies at a client site, CFS can achieve economies of scale that will save clients costs.
"IS Partners has gone the extra mile on every account, providing a depth of knowledge in implementing Reporting Services on the Microsoft platform and developing the reports. Open communication channels also ensured our requirements were consistently met, while work was completed as scheduled," Aiken says.
The solution mix
Reporting services works off a Microsoft SQL OLAP cube, giving CFS the ability to get a complete view of all data in the data warehouse. Data hosting and analysis services run off SQL Server 2000, while Reporting Services resides on top of the cube. ProClarity is being used to drill down to the data and present it for dynamic analysis.
Future plans include in-house report development and hosting of international clients` data CFS also aims to link the help desk to its reports, of which Microsoft CRM and Reporting Services will form the basis. Upgrading to ProCalrity 5.3 will also offer the organisation new tools and the ability to post reports online.
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Established in 2001, IS Partners addresses the need for quality implementations of Microsoft solutions. As a Microsoft Gold Certified Partner for Business Intelligence, IS Partners specialises in empowering sales, marketing, financial and management in its customer base. This includes various industries such as retail, distribution, finance and IT.
IS Partners uses its own proven, streamlined methodology for all implementations. It also specialises in bringing bottom line value to CRM systems, providing business analysis, technical design, application architecture, implementation, training and performance tuning of CRM implementations on the Microsoft platform and Microsoft`s own CRM solution.
For more information, go to www.ispartners.co.za.
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