Business Intelligence Applications in Courier and Telecommunications Industries
Business Intelligence (BI) processes are highlighted through case studies of E-Courier and UPC Cablecom, showcasing how data analysis drives informed decisions and enhances customer satisfaction. E-Courier utilizes GPS tracking for efficient deliveries, while UPC Cablecom uses customer surveys to address dissatisfaction proactively.
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Presentation Transcript
CASE STUDY PRESENTED BY :- ANJU RABHA NIDHI MEHTA NIVISHA SHAURYA AMALU LALICHAN
E-courier, Cablecom And Bryan Cave: Delivering Value Through Business Intelligence Business intelligence (BI) is a technology driven process for analyzing data and presenting actionable information to help corporate executives, business managers and other end users make more informed business decisions. BI represents the tools and systems that play a key role in the strategic planning process within a corporation.
E-COURIER Founders : Tom Allason and Jay Bregman Headquarters : London Founded : London, UK (2003) Service : Same day courier service Slogan : Happiness delivered Competitors : City Sprint Ltd, Courier Logistics Ltd & Expedite Delivery
BI allows the company to keep real time tabs on customer satisfaction. Uses GPS enabled handhelds so that couriers can be tracked and ordered and communicated electronically. Focuses on making online booking easy and rewarding. Customers can track their order which eliminates the package delivery guesswork. Use software from a company called Seewhy which generates customer data more quickly. The system saves expenses of the company of having to hire people to monitor customer satisfaction.
Industry Founded Headquarters : Z rich, Switzerland Area served : Switzerland & Austria Key people : Eric Tveter(MD), Ivan Nash Vila(CFO) Revenue : 50 to 100 billion (INR) per year Competitors : Radibus, Easy TEL Communications Parent : Liberty Global Europe : Telecommunications : 1994
UPC Cablecom is Switzerlands largest cable network operator. Broadcasting to 1.6 million homes across the country Offers customers cable television, broadband internet, mobile and fixed-network telephony. Used SPSS s statistical software to mine customer data to build a model which proved to be only about 70% accurate Conducted an online survey from which the company was able to determine that customer dissatisfaction usually begins around the 9thmonth of the service. The company created another survey which it now offers to customers in the 7th month of service with a provision to type in specific complaints and problems. Cablecom calls customers within 24 hours of completing the survey.
Headquarters : St. Louis, Missouri : 27 No. of offices No. of attorneys : approx. 1000 Major practice areas : Diversified international legal practice : $617 million (2015)[1] : 1873 Revenue Date founded Company type : Limited liability partnership Competitors : LegalZoom, RPX Corporation, Latham & Watkins
The clients of the firm were demanding alternatives to the traditional hourly fee structure. They wanted fixed pricing and pricing that was adjusted during a project. The company implemented BI tool in 2004 to make the system more quicker and simpler. BI allowed lawyers to track budget in real time , so that they can make adjustments quickly. BI tools provide Bryan Cave with a method of customizing its fees and helping clients better understand what they get for their money.
Q & A Q1. How do information technologies contribute to the business success of the companies? Ans. E-courier : The company makes use of BI tools to keep real time tabs on customer satisfaction. It uses GPS enabled handhelds to track and order couriers and a software to generate customer data more quickly. Cablecom : uses custom data mining tools and surveys to improve customer service and retention Bryan cave : It uses BI tools for enabling the lawyers to track budget in real time and for customizing its fees.
Q2. What other professions/fields could benefit from using BI tools? Educational Institutions : to keep records of students (personal details, marks, attendance) and staffs Libraries : to monitor the use of their resources Fashion : to promote certain trends and decision making, to create product lines that stay current with the rising popularity of different garments and accessories. Government : able to search for information in a self-serve mode Public transportation : use of transit intelligence to create better schedule adherence, higher levels of profitability and more effective services for the public.
Q3. What other actions could be taken by Cablecom to retain its customers? SPSS s Dimensions survey research software tells: After how many months of service customers gets dissatisfied- 9 months When customers switch most- between 12-14 months So instead of keeping the customers waiting, find the problem and fix it. Send monthly satisfaction surveys to find the problem areas.
STERNGTHS Fact-Based Decisions Improves Sales and Negotiations Identifies Opportunities Eliminates Waste WEAKNESSES Provide out of date information Fail to identify process problems Can t be used as predictors SWOT ANALYSIS THREATS OPPORTUNITIES Expected growth in mobile business intelligence Crisis prevention & management Customer feedback management May not live up to the hype Resistance to change Poor data quality
CONCLUSION In this case study, the three companies demonstrated how their businesses were enhanced using business intelligence tools. eCourier used SeeWhy software to provide them customer data more quickly. They saved money by not having to hire staff to monitor whether the customers are happy with the service they receive or not. Cablecom was interested in efficiently tracking customer satisfaction. SPSS s Dimension survey research software allowed them to focus on retaining the customers and to prevent churning. Bryan cave was looking for an alternative to the hourly fee model because of the clients demand for fixed pricing . They used BI tools which led to enhanced profitability for the firm Thus BI allows companies to make faster and smarter day to day decisions and hence gives an edge over their competitors.
