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Business Intelligence from Customer Interactions

Pain Point

High equipment faults without data to identify root cause

Overview:

  • The client has a nationwide chain of restaurants with over 300 locations each with standardised cooking equipment
  • TMC’s Business Intelligence reporting provided the insights into call data being collected for the client to identify trends that enabled quick business decisions to be made to improving their equipment.

Challenge:

  • Whilst failure rates were relatively low across the network, the cost of arranging repairs was becoming problematic
  • Existing reporting, whilst containing sufficient information about faults and how they were being rectified, was very difficult for the client to analyse

Solution:

  • In collaboration with the client, we identified several trending and exceptions views to help highlight potential problem areas
  • By testing various scenarios, we arrived at a minimal number of graphical views across their outlets and their equipment types
  • We made the graphs and the underlying data available virtually real-time to enable analysis as and when required

The final solution included:

  • We customised our Business Intelligence reporting suite and the data that we captured was presented via our Client Portal
  • The client was able to identify equipment failure which meant lower number of breakdowns and cost savings:
    • by site which resulted in understanding employee behaviours around usage. This allowed them to implement a training program to minimise mis-use (not always intentional)
    • by type which resulted in equipment upgrades eliminating the major causes of breakdown,

If you’d like to know more about our bespoke Business Intelligence Reporting options, or how to get more out of the data collected from your customers and callers to help improve your business,

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