IBM Cognos Now! How Real- Time BI Unlocks Vital Operational Value for Immediate Results

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1 IBM Cognos Now! How Real- Time BI Unlocks Vital Operational Value for Immediate Results Simon Ng Senior I/T Specialist, IBM 2009 IBM Corporation

2 C-Level Priorities Need for Information, Visibility & Control Q. What are the top 3 improvements that need to be made in your IT organization to better support your business? (Top half of options shown) Need for access and transparency- at all levels of the stack Business insight and performance outcomes all the way down to operations Speed is of the essence Improved, integrated access to relevant information/data Real-time/near-real-time monitoring of business performance Faster development and deployment of new business applications Faster ability to affect operational changes Improved performance of IT infrastructure Lower application and/or maintenance costs Anticipate and better support change 0% 10% 20% 30% 40% 50% 60% Source: IDC s Services and Software Leading Indicators 2008

3 Information Delivery Time Reduction Accelerated Ability for Corrective Action HIGH Business Activity/Event Reducing the the time time to to action VALUE Actionable Intelligence Corrective Action Datawarehousing LOW time to action TIME

4 Monitor, Alert, Decide, Act for Operations Roles Continuous Monitoring Critical KPIs Monitor Alert Act Analyze Corrective Action Triggered or Report Delivered Who is affected? What action should be taken?

5 IBM Cognos Now! Real Time Monitoring For critical, intra-day monitoring of operational KPIs and metrics Aggregated across multiple transactional systems and data sources No BPM system required Closed loop business optimization Complete loop from monitor to insight to corrective action Identify, customize operational KPIs and metrics Understand and perform root cause analysis Drive rapid, effective decision-making and action Autonomy for line of business user Self service model User-defined thresholds, alerts Graphical watch points Customization by end users Cost effective, low risk and rapid deployment No roles based pricing, unlimited user pricing Prepackaged hardware, software or VM appliance

6 IBM Cognos Now!

7 IBM Cognos Now! Appliances Benefits: Immediate visibility & interaction into business performance Plugs into existing infrastructure Fast, low cost deployment Low maintenance Appliance Types All-in-one box that provides a hardware server preconfigured with all software components.. OR Software/VM that is ready to be installed on hardware provided by the customer Includes: interactive dashboards, analysis, reports, alerting, and data integration Unlimited user licenses, dashboards, and data sources

8 Call Center Operations Blueprint and Solution 2009 IBM Corporation

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10 Revenue Customer as Key Driver CUSTOMER ACQUISITION CUSTOMER RETENTION Improve value Tailor products and services to new customer segments Improve product and service availability Broaden product and services offerings Increase emphasis on time to market Adapt current products/ services for new customer segments Evolve service features, functionality and value Increase focus on high value/ profitable customers Increase emphasis on Customer satisfaction Improve tracking of customer interactions Increase responsiveness to customers Improve Quality Assurance Improve Understanding of Defection Drivers Improve competitiveness of service offerings Improve total customer experience Purchasing, fulfillment, support, services, etc.

11 SLA Monitoring Customer Service Center Manager & Rep hourly pains How many repeat calls at this enterprise account? Who is the responsible tech on site? How many calls to resolve an issue? What s the dispatch count on this account? What s the open case age? What s the lifetime dispatch count for open case per service tag? What is this costing us?? What s my current severity level across enterprise accounts in Denver? Why so many red? Why is my First Call Resolution so poor in Seattle? What s my average score for overall satisfaction for associated service tags? Why is Agent Jones average call handling time 3 minutes longer than other like agents? Where do I need to proactively reallocate service technicians in California due to this parts quality issue?

12 Call Center Ops/SLA Monitoring Business Drivers and Capabilities Call Center Blueprint Business Drivers SLA Compliance Customer Satisfaction Agent Utilization Field Tech Performance Call Handling Performance Resolution Analysis Dimensions CALL CENTER CUSTOMER GEOGRAPHY SLA Compliance Calls within SLA Calls within SLA by Item Customer SLA Revenue Call Center Operations Capabilities Agent Utilization Top Performing Agent Call by Service Level Avg Call Handling Total time on Call by Agent/Shift Number of Available Agents Call Handling Calls active in Queue Calls active by Call Status Calls active by Severity Average handling by Severity Number of Call by Severity SLA REQUIREMENT CALLS Customer Sat Sat Overall Average Call Quality Average Communication Level Handling Level Average Field Tech Performance Repeat Calls Service Call by Incident Top Customers Resolution Performance Real-time / Intrahourly Call Center Agent CUSTOMER SAT SCORE 12

13 Understand, monitor, and take corrective actions to optimize your customer support operations Know the state of your support center via Operational Dashboards SLA Key Performance Indicators for customer support centers Take corrective action via Collaboration and alerts Take more action via Business Alerts Notification of situations that require response 13 Analyze and share data via Reports & Analyses Understanding trends by combining real-time performance and trending information Continuously monitor real time performance View in real time changes to key SLA metrics Drill down to understand root cause and gain additional insights

14 Leverage Google Maps for real time comparisons Contact Center Performance

15 IBM Cognos Now! enables active SLA Monitoring via Modeling of complex analytic scenarios from multiple disparate source systems including CRM, PBX, Financial, Dispatch, Logistics Dynamic modeling Reporting Alerts incorporating escalations for action

16 Goal: Achieve and exceed service revenue expectations Meet and exceed customer service center goals Know how the business is performing at the moment Understand up to the minute trending Receive alerts when SLAs are not being met Receive alerts when FCRs, queue times, average hold times are being met IBM IBM Cognos Cognos Now! Now! for for SLA SLA monitoring monitoring can can track track the the health health of of your your business business and and provide provide real real time time data data in in an an easy easy to to use use operational operational dashboard dashboard Up Up to to the the minute Sales minute Sales by by Agent Agent IBM IBM Cognos Cognos Now! Now! can can alert alert you you to to business business situations situations that that require require your your attention attention via via Other options Other options IBM IBM Cognos Cognos Now! Now! can can provide provide hourly, hourly, daily, daily, weekly weekly trend trend data data in in graphically graphically rich, rich, self self service service dashboards dashboards for for the the customer customer service service center center user user Able to aggregate and disaggregate data for advanced analysis Able to aggregate and disaggregate data for advanced analysis Patent pending 64 bit in memory streaming analytics store Patent pending 64 bit in memory streaming analytics store Simple to build and customizable operational dashboards Simple to build and customizable operational dashboards 16

17 Value Added Service External Use of IBM Cognos Now! 2009 IBM Corporation

18 Value Added Service External Use GPS Static Reports Managers Logistic Company Service Provider

19 Value Added Service External Use GPS Info Wasted Static Reports Managers Logistic Company Service Provider

20 Value Added Service External Use GPS IBM Cognos NOW Internet Managers Logistic Company Service Provider

21 How IBM can help? As a value-added service pricing can be provided Provide a unique features within the GPS market Increase the client satisfaction Ad-hoc report can be done by client Less the burden on IT manpower Training service can be provided to client

22 Copyright IBM Corporation 2008 All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Cognos, the Cognos logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others. 22