Reducing Reporting Redundancies, Targeting and Consolidation Save 250 Hours per Month
Broadband operators rely on the billing systems to provide them with accurate and timely reports. These reports are crucial to day-to-day operations, and are increasingly important for both strategic planning and the execution of business goals.
The Client:
A region in one of America’s biggest Multi System Operators responsible for 250,000 customers.
The Business Issue:
The client was using time intensive manual processes to develop reports required to support ongoing business. Various queries were used to retrieve data from the billing systems, often times delivering inconsistent results across differing reports. The standard practice was to run and merge multiple reports from these queries, then copy the results from these queries and other sources into spreadsheets for further manipulation, all to arrive at questionable data. Coordination of reports between departments and groups was non-existent and there were no standardized Methods and Procedures (M&Ps) for developing these reports. The reporting group was stretched beyond capacity resulting in a multi-week backlog for the generation of new reports. The client retained Cliintel to help streamline and document the reporting process.
By identifying redundancies and targeting inefficient processes Cliintel achieved a reduction in internal resource workload by 250 hours/month, improved report accuracy, increased customer satisfaction and a return on the investment in less than 4 months.
The Approach:
Cliintel takes a holistic approach to every business issue presented for resolution. Our project professionals evaluate the situation, design a solution that fits, gain adoption and optimize performance. Cliintel’s focus was on increasing productivity and reducing costs by examining and evaluating reports for each department – independently and thoroughly. Using this holistic approach, Cliintel interviewed and met with end users in 8 departments to assess their reporting needs and to identify redundancy. Cliintel performed a gap analysis and inventoried and performed an audit of many of the crucial reports needed for day to day business operations. Labor intensive and inefficient manual processes were targeted and re-engineered. Consolidation opportunities were identified and redesigned.
The Solution:
Cliintel designed and developed new queries extracting only the relevant data necessary for each report. Database clean-up tools were created to ensure the accuracy of the data and work processes were streamlined to consolidate redundant reports.
Additionally Cliintel:
- Identified and re-designed current reports and procedures
- Implemented a strategic plan that included process re-engineering and system enhancements
- Implemented a KPI plan and provided ongoing KPI analysis framework
- Provided recommendations for further enhancements
- Provided a base for future reporting development
The Results:
By identifying redundancies and targeting inefficient processes Cliintel achieved a reduction in internal resource workload by 250 hours/month, improved report accuracy, increased customer satisfaction and a return on the investment in less than 4 months.
We’re proud to help our clients solve tough problems and achieve stunning results. To see what kind of results Cliintel can deliver for you, please visit www.cliintel.com or e-mail askcliintel@cliintel.com.
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