Objective

To develop a robust technical environment capable of generating department-specific KPIs and metrics to produce actionable insights across various domains—product, revenue, spend, and customer—for effective decision-making.

Value Addition

Reliable and standardized KPIs and metrics are crucial for business growth and development. To address this, the following actions were implemented:

Assessment and Documentation:

• Conduct a comprehensive assessment of the current business and technology landscape, including systems and applications used by each department.
• Develop data flow and sequence diagrams to understand business processes.
• Document all KPIs, metrics used to track business performance, and the reporting suite leveraged by each department.

Technical Architecture Recommendation:

• Analyse requirements in conjunction with the technical architecture and recommend a future state technical architecture that comprehensively addresses the problem statement.

Enterprise Data Warehouse Development:

• Develop an Enterprise Data Warehouse (EDW) to gather data from all operational systems.
• Utilize the industry-standard Medallion Architecture (Bronze, Silver, and Gold) to enhance data quality as it moves through different layers.
• Develop department-specific and company-specific data models to enable comprehensive tracking of KPIs and metrics.

Advanced Analytics and Reporting:

• Several KPIs/Metrics across departments were developed to enable them to track their efficiencies. E.g., AR Aging Report, Turnover Ratios, Opportunity Costs & Conversion %, Feature Adoption Analysis, Client Engagement Analysis, Context Switching Analysis, Cycle Time Analysis etc.
• Conduct various analyses, such as Markov Chain Monte Carlo for predicting optimal module development time, Customer Behaviour Analysis for module upgrades/downgrades, and Lead & Lag indicators for Customer Churn.

Impact

With access to reliable and actionable analytics, management could make informed decisions confidently. The impact included:

1. Resource and Time Allocation Insights:
   • Valuable insights into resource and time allocations across teams, leading to improved and efficient spending on product development and support costs.
2. Customer Engagement:
   • Active engagement with customers using automatically generated KPIs and metrics, along with lead/lag indicators, resulted in reduced churn and improved upsell/cross-sell of products.
   • Analytics performed on customer survey data lead to increased focus on customer retention and higher touch points to proactively sense their requirements.
3. Real-Time Customer Insights:
   • Near real-time updates on customers likely to churn enabled the Sales team to take necessary and appropriate actions.
4. Enhanced Marketing Strategies:
   • Effective monitoring and tracking led to improved marketing strategies and cross-sell/upsell opportunities.