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Project: Analytics
/ Customer Service Dashboards
Industry/Company:
Aerospace
/ Fortune 500 Manufacturer
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The
Business Story...
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Business Problem:
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The client required a Siebel partner
with strong expertise in Siebel Analytics and extensive experience
in system integration. The partner would also need the
business knowledge to understand how to translate the client's
customer data into dashboards that would enable management to
proactively pinpoint customer services problems before they
happened.
The client had already hired — and fired — two other major
Siebel providers who were unable to properly understand and meet
their business needs. They needed someone who could get it right.
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Why Eagle Creek:
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Eagle Creek had the business and
industry experience to understand and produce what the client
wanted. We also had the commitment to Siebel, the Analytics
expertise, the integration experience, and the pricing points
to work within the client's budget.
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Solution:
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We provided a team with expertise
that understood the client's business needs. Our team
created custom Analytics dashboards that gave the client the
proactive customer service tool they wanted.
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Relationship:
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Eagle
Creek is currently working on multiple
Siebel projects for the client, both on and offsite.
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The Technology
Story...
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Reason
for Project:
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The client sells multi-million
dollar items that require high customer satisfaction. The client's
customer information was located in different systems and the
client had no way to tell whether their customers were satisfied
or not...until they complained.
The client needed a reusable architecture across the entire
company that would integrate and streamline their data processes
and provide management with one source of information that would
help them isolate potential hot customer issues.
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Eagle
Creek's Approach:
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We approached this as a data issue — management was having a
difficult time getting a clear picture of where they stood in terms of
current customer satisfaction.
Their systems were providing typical information: input on orders, invoicing, inventory, warranties. They needed integration of their different data types, across the business — and also new information they weren't currently collecting.
We built architecture around the relevant data and created dashboards
where the client can see (by customer, product type or individual
unit) potential problems with particular units.
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Result:
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The client now has a proactive
solution to customer service — they can identify and resolve
customer issues while they are small or even unnoticed by the
customer.
Our system directly improved customer service. It also
enabled the client to make improvements in planning, engineering and production. The project was completed on time and on budget.
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