Transcript CASE STUDY ecourier

CASE STUDY
PRESENTED BY :ANJU RABHA
NIDHI MEHTA
NIVISHA SHAURYA
AMALU LALICHAN
E-courier, Cablecom And Bryan Cave:
Delivering Value Through Business
Intelligence
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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.
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BI represents the tools and systems that play a key role in the
strategic planning process within a corporation.
E-COURIER
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Founders
: Tom Allason and Jay Bregman
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Headquarters : London
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Founded
: London, UK (2003)
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Service
: Same day courier service
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Slogan
: “Happiness delivered”
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Competitors
: City Sprint Ltd, Courier Logistics Ltd & Expedite
Delivery
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BI allows the company to keep real time tabs on customer satisfaction.
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Uses GPS enabled handhelds so that couriers can be tracked and ordered and
communicated electronically.
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Focuses on making online booking easy and rewarding.
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Customers can track their order which eliminates the package delivery
guesswork.
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Use software from a company called Seewhy which generates customer data
more quickly.
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The system saves expenses of the company of having to hire people to monitor
customer satisfaction.
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Industry
Founded
Headquarters
Area served
Key people
Revenue
Competitors
Parent
: Telecommunications
: 1994
: Zürich, Switzerland
: Switzerland & Austria
: Eric Tveter(MD), Ivan Nash Vila(CFO)
: 50 to 100 billion (INR) per year
: Radibus, Easy TEL Communications
: Liberty Global Europe
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UPC Cablecom is Switzerland’s largest cable network operator.
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Broadcasting to 1.6 million homes across the country
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Offers customers cable television, broadband internet, mobile and fixed-network
telephony.
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Used SPSS’s statistical software to mine customer data to build a model which
proved to be only about 70% accurate
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Conducted an online survey from which the company was able to determine
that customer dissatisfaction usually begins around the 9th month of the service.
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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.
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Cablecom calls customers within 24 hours of completing the survey.
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Headquarters
: St. Louis, Missouri
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No. of offices
: 27
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No. of attorneys
: approx. 1000
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Major practice areas : Diversified international legal practice
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Revenue
: $617 million (2015)[1]
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Date founded
: 1873
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Company type
: Limited liability partnership
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Competitors
: LegalZoom, RPX Corporation, Latham &
Watkins
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The clients of the firm were demanding alternatives to the traditional hourly fee
structure.
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They wanted fixed pricing and pricing that was adjusted during a project.
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The company implemented BI tool in 2004 to make the system more quicker and
simpler.
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BI allowed lawyers to track budget in real time , so that they can make
adjustments quickly.
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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?
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Educational Institutions : to keep records of students (personal details,
marks, attendance) and staffs
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Libraries : to monitor the use of their resources
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Fashion : to promote certain trends and decision making, to create
product lines that stay current with the rising popularity of different
garments and accessories.
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Government : able to search for information in a self-serve mode
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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?
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SPSS’s Dimensions survey research software tells:
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After how many months of service customers gets dissatisfied- 9
months
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When customers switch most- between 12-14 months
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So instead of keeping the customers waiting, find the problem and fix
it. Send monthly satisfaction surveys to find the problem areas.
STERNGTHS
WEAKNESSES
Fact-Based Decisions
Provide out of date information
Improves Sales and Negotiations
Fail to identify process problems
Identifies Opportunities
Can’t be used as predictors
Eliminates Waste
SWOT
ANALYSIS
OPPORTUNITIES
Expected growth in mobile business intelligence
Crisis prevention & management
Customer feedback management
THREATS
May not live up to the hype
Resistance to change
Poor data quality
CONCLUSION
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In this case study, the three companies demonstrated how their
businesses were enhanced using business intelligence tools.
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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.
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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.
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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
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Thus BI allows companies to make faster and smarter day to day
decisions and hence gives an edge over their competitors.
THANK YOU