Case Study: BI Data & Reporting Infrastructure Modernization

How Vistrada helped a Customer Experience organization unify their disparate data and build a robust solution to support efficient, customer-specific reporting and analysis.

CLIENT

Customer Experience Solutions Provider

OVERVIEW

Vistrada’s client had a growing customer base but was relying on cumbersome, manually generated Excel reports to bring together data from multiple transactional source systems.  Vistrada was engaged to create a common data model and ETL architecture to ingest the disjointed data from 15 disparate sources into a single data store to serve as the strong foundation for meaningful reporting and analysis, and provided a roadmap for achieving an optimized, closed-loop reporting solution.

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OUTCOME

The Vistrada team worked with the client to understand their many data sources, as well as the reports currently being used. The team designed and implemented a common data model and repository fueled by a robust ETL architecture.  The resulting system allowed for the creation of key reports, both current and envisioned, and furnished the client with efficient report-generation processes that required less personnel effort, increased data quality, and improved their ability to onboard and better support new customers.

 

Challenge

The client had been leveraging Excel-based reports requiring significant daily manual effort to meet the reporting needs of their growing client base. Vistrada was engaged to develop a more robust, automated reporting solution to better meet their current and future business needs.

The overall goal of the program was to allow the client to decrease personnel work effort required to generate reports on a daily, weekly, and monthly basis, while increasing data quality and improving their ability to onboard and support new customers and projects with less effort, more consistency, and better capabilities.

Vistrada performed a full analysis and assessment of in-scope reports, decomposed each down to a set of data/process flows, and defined the scope of work to be completed.  A roadmap of the work to be done was provided, starting with the creation of a robust data model and infrastructure to serve as a foundation for their reporting capabilities.

Solution

  • Developed a roadmap of potential implementation options for the client to consider with estimated work effort, duration, and cost for each phase of work.
  • Identified and decomposed 15 disparate data sources, spanning multiple telephony systems, the client’s payroll system, and several client-specific custom apps and Excel spreadsheets, as necessary inputs to deliver the client’s priority reports.
  • Designed and implemented a common data model and single information repository that would support the client’s current and future reporting needs.
  • Implemented a new ETL architecture using the existing infrastructure to better enable the collection of information from new and existing data sources.
  • Executed a hands-on knowledge transfer program from Day 1 to allow the client to better maintain and support the new solution with minimal reliance on external parties.

Result

  • Delivered within the client’s budget and timeline a common data model, single information repository and new ETL architecture, governed by a detailed data interface agreement.
  • Successfully executed the knowledge transfer program for key client IT personnel, positioning them for more active involvement on the subsequent phases of the program.
  • Established a strong data and reporting infrastructure for the program for the go-forward creation of new reports and more efficient report processes.
  • The client was able to utilize the new solution for facilitating and expediting the onboarding of new customers within weeks of deploying it.