Differentia Consulting support delivery of customer complaints project at UK building society using QlikView
“Working within a major UK Building Society I have been managing a project to overhaul the production of MI to support their Customer Complaints processing system. The existing MI system relies upon a group of subject expert analysts employing a combination of Microsoft products to capture, manipulate and distribute data collected by the complaints operational system. The process is somewhat unwieldy and time consuming with the MI that it produces being fragmented and not necessarily timely enough to support operational and organisation decisions.
In order to create a more reliable, robust, flexible and timely MI system it was decided to design and implement a Datamart to capture daily operational data which had been transformed and optimised for MI reporting purposes. Having captured the data we required a tool capable of manipulating and presenting this data to the wide audience that depend upon this for day to day and, indeed, strategic performance monitoring and decision making. After considering the various options that were available QlikView was chosen as the tool to provide this functionality.
Working with Differentia Consulting as our implementation partner we evaluated the tool and demonstrated its capabilities to the user base who would eventually be using the tool and its output to support their enterprise monitoring and decision making – they were impressed. There were several factors that particularly excited them, its rich graphical representation of data, the ability to ‘slice and dice’ the data and to ‘mine’ through aggregate levels of data to the granular components being deemed particularly useful. From the perspective of managing access to the data the ability to define not only at report level but also at data component level who could access what is particularly useful. This functionality allows a standard set of reports and content to be presented to multiple business areas whilst maintaining the integrity and security of the data content.
We have used Differentia Consulting to provide consultancy and ‘hands on’ support to help us to envision the use of the tool and we have also used them to provide training to our ‘expert users’ to enable them to develop and design the reports that will serve both desk level and Corporate needs. Differentia have worked with us to ensure that the consultancy provided is both flexible and relevant to our requirements and have ensured that the training is tailored to suit our needs.
The use of both QlikView and Differentia Consulting has allowed us to develop a MI solution which not only will meet our current needs but will also be capable of ‘future proofing’ our emerging requirement for MI as we gain confidence both in the quality of the data as well as the flexibility of the tool.”