Analysing the activity of one’s after-sales service requires processing a large amount of data, taking into account multiple factors over a long period of time. This data is valuable for making strategic decisions for your business today and tomorrow. How to implement the right business intelligence tools? Overview of the methodology and solutions we use at Agoragroup

1) Adopting a macro view

Often, changes in after-sales service policy or requests for reorganisation are the result of an external (change in law) or internal transformation (change in leadership). This leads us to focus on a limited number of transformations, a “low hanging fruit”, a process or a metric to change. We tend to focus on this part of the after-sales service problem rather than taking a step back. This approach over-amplifies the exceptions to the standard, which is a source of discomfort in organisations. In our Lab, we have learned to broaden our vision. By focusing on the common denominator, we put in place solutions that standardise and then make it easier to identify an anomaly or a specific case. The right approach to after-sales service is to automate standard processes and try to eliminate the causes of deviation from the norm. The first step is therefore to ask whether deviation from the standard is necessary.

2) Structuring old data

A common mistake is to think that you have to start from scratch when digitising data or changing tools. On the contrary, the destruction of previous data is often a damaging loss for the breakdown analysis. Instead, we recommend structuring the existing data and keeping several years of data. At the same time, an archiving process is put in place so that classified data can be easily accessed. Backup management is an essential element in the proper handling of information. At Agoragroup, we have invested in a number of secure storage areas that can be accessed at any time without overloading the current information flow.

3) Visualising trends

The characteristic of the after-sales service is the large amount of data available. The realisation of metrics and other rolling averages allows to manage the activity, sometimes to detect trends or to improve costs. To understand the causes and detect correlations, visual perception remains the most effective. This is the origin of the adage that a picture is worth more than words. This is why we chose the Tableau tool, which allows the graphical analysis of millions of data points. The great added value of this graphical research tool lies in its ease of use linked to its computing power. However, the user interface remains ergonomic, customisable and educational. We provide our clients with personalised and secure access. Whichever tool you use, use graphical analysis to identify major trends or, conversely, to spot a particular event.

4) Create reports that are easy to share

When it comes to sharing data, we use the Microsoft Reporting Services solution. SQL Server Reporting Services (SSRS) is a perfect environment for monitoring and reporting with automated reports and custom alerts. It provides a set of ready-to-use tools and services for creating, deploying and managing paged and mobile reports.

The content on the web portal is organised by type:
· paged reports
· mobile reports
· key performance indicators
· Excel worksheets
· shared datasets
· shared data sources

In conclusion, the after-sales service activity is a continuous improvement loop that requires the implementation of many effective tools, but above all the implementation of a creative methodology that decompartmentalises while providing structure.