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CSPBusinessIntelligenceROI 2011

BusinessIntelligenzeCompany
CSPsBusinessIntelligenceReturnonInvestmentPaper

1 BusinessIntelligenzeCompany Confidential

CSPBusinessIntelligenceROI 2011

UsingAnalyticstoUnleashthePowerofBusinessIntelligence
CSPOrganizationsineveryindustryturntoBusinessIntelligenzetoprovideaccesstotheirinformationand criticalbusinessmetricsintheformofdashboards:interactiveandpowerfulvisualinformationdisplaysthat canbepresentedandsharedoncomputerscreensormobileacrosstheworld.Itishowanorganization arrivesatanoptimaldecisionbasedonexistingdataandempiricalevidence.Theevidenceisthediscovery ofthefactorsanddriversofyourprofitsandcoststheuseofthosedriversinavarietyoffuturescenarios. Theempiricalpartistheuseofprovenmodels,techniques,statisticsandexperimentstogettheevidence Executivesandmanagersmaychoosetomakedecisionsbasedonpastexperiences,rulesofthumbortribe knowledgebutunlesstheprocessinvolvesdataandanalysis,itwouldnotbeconsideredanalytics.Because decisionsaremadeusingempiricalevidence,theimpactofthedecisioncanbemeasuredandthereturncan becalculated. KeyhighlightsofBusinessIntelligenzeplatformare: Increaserevenue:Accuratebusinessintelligenceenablesyourcompanytorespondquicklytonew opportunitiesandchangingdemands,movefromconcepttoimplementationwithgreaterspeed,and transformexistingsystemsbyaddingnewcapabilities&extendingthevalueofexistinginvestments. Driveprofitability:Byprovidingthemeanstointegratesystemsthatspantheenterprise,business intelligencegivesyouthepowertocreateaccurateprofilesofyourcustomers,enablingyoutodiscoverwhich customersareprofitableandhowyoucanbetterservethem. Reduceoperatingcostsandintegratebusinessprocesses:Becauseitenablesyoutotietogetherallofthe elementsofyourextendedinformationinfrastructurebothinternalandexternalintoconstellationsofdata thataccuratelyreflectyourbusiness,theBusinessIntelligenzeSolutionsopenthedoortorapid,fluidresponses tochangingbusinessconditions,whileminimizingthetimerequiredtocollectrelevantbusinessinformation.

WithBusinessIntelligenzeCompanyspredictiveanalysisofthecustomerlifecycleasafoundation,the TimeShareMarketingCompanywasabletoincreasecustomerloyaltyandreducechurnbyimproving transactionhandlingtimeandenhancingthecustomercontactexperience,whilealsodecreasingcustomer servicecosts.

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CSPBusinessIntelligenceROI 2011

TurningBusinessIntelligenceintoAction
ItisimportanttograspthemajorstepbetweenbusinessintelligenceandBusinessacumen.Therearemany providersofgoodbusinessintelligencetoolsandthereareevenBPOserviceprovidersthatofferaccessto thesetoolswiththeservice.Butthisisanalogoustogivingsomeoneastethoscopeandscalpelandexpecting theycanperformsurgery.

1stGeneration
Data

3rdGenerationCSP's
Data Standardization+ Mining+Busine IntelligenceTools OutputDashboards& AnalyticalReports generation

2ndGeneration
Standardization Datamining

PinnacleofpracticalBusinessAnalysistwokeymilestones:a)thedatashouldbeinapositiontobeworked uponi.e.stableandaccurate.b)Theoperativesdoingtheanalysismustbedeeplyknowledgeableinthe process. BPOserviceprovidershaveanadvantageoverbusinessintelligencetoolssuppliersandexternalconsultants. BPOprovidersalreadymanagethetransactionvolumesandhavetheoperationalprocessingexpertiseand familiaritywiththedaytodaytrafficflowsandcontent.Thismeansthereengineeringanddatacleansingwill havealreadytakenplace,thusensuringthestability,consistencyandaccuracyneededfortheBusiness analyticstohaveimpact ThefinalkeycomesbymovingfrombusinessintelligencetoBusinessacumen.Thisisthedifferencebetween beinginformed(beingprovidedwithbusinessintelligence)andbeingenabled(closingtheloopbytakingthe outputfromthebusinessintelligenceandanalyzingitinthecontextoftheclientsoperationsandbusiness). Thisallowsyouandclienttoworkmuchmorecollaborativelyandactupontheinformationtoimplement remedialworks,processchangesandadditions.Insomecases,clientproductchangeswillneedtobemadeto preventapoorserviceorprocessissuefromreoccurringortomakeimprovementstobenefitsales. TheprocessstartswiththetransactionvolumeinthedaytodayBPOworkflowprocessesandbuildsvisibility, ofteninvolvingagglomerationacrossdisparatedatasets.Thisactionissupportedbyauniqueprocessthat usesBusinessIntelligenzetoolstoextractandanalyzethevalueinthedatatounlockthepotentialbenefitfrom theworkflow. ThiscaseisaprimeexampleofhoworganizationscanharnessthebenefitsofBusinessIntelligenceforboth bottomlineandtoplinevalue,resultinginmeasurablereturnoninvestment(ROI).Sinceonepercentonthe revenuestreamhasamuchgreateroverallimpactthanonepercentsavingsoffthebottomline,organizations canachieveexcellentROIbyapplyingthisuniqueBIapproach.

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CSPBusinessIntelligenceROI 2011

Returnsarecalculatedinfourkeyareasofanorganization:
Business Intelligence solution minimizes need of manual efforts in collecting data from various report sources. The solution provides a consolidated view of information acrossalllocationsinwhichtheClient operates and eliminates the need for manual processing, thereby lowering administration cost and the decision making cycle and errors that manual processesareproneto.
ReductioninDataLoadWindow&MIS:Duetoanefficientdesignoftheapplicationtoprocessthedata arrivingfrommultiplemarketsinparallel,thereisareductionintheloadwindowofnearly50%.Thereduction inloadwindowleadstoanearly25%savingsoftheresources,hardwareandmanpower. RealTimereportingofProcessProductivity&Quality:Automatingdatacollectionfromdisparatesourcesand validationrulesthatinvolvedataqualitychecksetc,leadstosignificantdecreaseintheturnaroundtimeto communicatecorrectiveactionstrategiesandassistsSiteManagerstofocusonBusinessimprovement methodologiesinacompetitiveenvironment.Thisleadstoanincreaseincompliance(DataIntegrityCUIKA), employeemotivation&coupledwithaperformancemanagementstrategycanincreaseoverallproductivity viz`a`vizrevenueby10%15%in612monthstime. FinancialForecasts:DataAnalyticsprovidesscenariobuildinginavarietyofeconomicconditionsaround operationalforecastsoralongertermeconometricforecast.Financialforecastscanshrinkbudgetvariances, facilitaterollingbudgetsandcreatealignmentintheorganizationaroundstrategy,operations,marketing programs,salesincentivesandexpectedresults.Aneffectiveanalysisofoperationsinformationfor budgetingorfinancialforecastscanleadtoupto8%10%ofsavingswithinfirstYearofBI. CentralMetaDatabasedArchitecture:ChoosingBusinessIntelligenzeplatform,yourdatawarehouseis developedwiththehelpofacentralizedmetadatathatcaterstoimplementthespecificbusinessrules withoutanychangestostructure.Thisapproachreducesimplementationtime&manpowercostbyalmost 25%comparedtootherBIprovidersinmarket. Thisfundamentalleapforwardistherecognitionthatwhatwaspreviouslyseenasjustworkflow(i.e.thelarge volumesoftransactionprocessingdatainherentinmostconventionalBPOdeliverymodels),inmanycases,is actuallyarichseamofvaluethatcanbeminedtoextracthiddenbenefits.Mostimportantly,theminingofthis value,usingbusinessintelligencetools,candrivetoplinebenefits.Forexample,theresultinganalysiscouldbe usedtosupportrevenuerecoveryorimprovedcustomerservice. BusinessIntelligenzesolutionbuiltatailoredprocesscombinedwithafunctionalknowledgetoanalyzehidden valueinthedata.Wecouldthereforetakethefinalstepofturningthisbusinessintelligenceintoactionby closingtheloopontheprocess.Ouranalysisenablesyoutosegmentcustomerbaseandpredictwhich segmentswerelikelytochurnandwhen.Wethenworkwiththeclienttorefinetheupstreamexperienceand handlingofthecustomer.Typically,thisapproachmaytaketheformofmodificationstotheinboundcall handlingprocess,butitmayalsodrivetheclienttomakemodificationstoitsproductsandservices.

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CSPBusinessIntelligenceROI 2011

PragmaticcombinationofOnPremiseTraditionalLicensingandSaaSBI:
SoftwareasaServiceBusiness intelligenceemergedinresponseto thecomplexity,resourcedrain, lengthytimeframes,andprohibitive costoftraditionalenterpriseBI implementations.Insteadof purchasing,integrating,and implementingsoftwareyourselves, SaaSBIfromBusinessIntelligenze Companyisapracticalcombination ofSaaSandtraditionalonpremise BI. BusinessIntelligenzesolutionscan beinstalledonyourInternalData CenterInfraoronMSAzure/ Hostedversion.Inbothcases,you havethecontrol.

JumboAnalysisistheproventechniqueforachievingasignificantbusinessimpactfromenhancingthetop linetodiscoveringnewwaystoreducebottomline;fromtrendanalysistocustomerretention;fromrevenueto expenses;fromanalyticsonrecruitmenttoretention. Metric/scorecardfacilities Reports,graphs,dashboardsformetricsandscorecards Defineindustrymetricsdefinitionsandformulas Wizardsforcreatingmetrics,scorecards,alerts,ETL,schedules Endusermanaged:lowITrequirements Nonmetric/scorecardfacilities Easyandpowerfuluseraccesscontrolsecurityrolesextendedintoany combinationofdatahierarchies Centralizedsystemsettings,look,configurations,tracing CompletenessofSolution Oneclickaccesstoanswers Analysis,Authoring,systemmanagement Closedloopcollaborationandalerting Easytomaintainandextended Usermanaged,lowITresources Onesolution,notcobbledtogethertools Responsivetochangingrequirements FasterROI,LowestTCO

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CSPBusinessIntelligenceROI 2011

DeepercombinationofTraditionalBusinessIntelligenceandOndemandSaaSBI:(1)
TheBusinessIntelligenzeCompanyhaspioneeredincombiningpowerofBIvisualizationonSaasModelforIndianoutsourcingCompanies.SaaSbasedsoftwaresolutionsarenot idealforeverysituation,andsoitgoeswithSaaSBI.InmakingthechoicebetweenSaaSandonpremiseBI,weoffercriticaldifferentiatorsthroughforyouanalyzeyoursituation andoptions:

BusinessIntelligenzeOnPremiseSaaSSolution
SaaSBIsolutioniswellsuitedtoCSPIndustryasitcanbebudgetedinoperating costofCenter(AfewhundredRupeesperperson/permonth).BySaaSBI,its predominantlybookedinoperatingcapitalexpenses&althoughamonthlycost applies,therearetangiblebenefitsseenoperationallywithinfirstmonthofuse. CSPwidedecisionmakingplatformthatincludesInternalPerformance Management,externallyoutsourcedPartner/VendorsManagementisconnected intomanysourcesystemsthatwouldcommonlyrequirestableonpremiseBI.A stableSaaStoolprovidesscalabilitytoimplementatseverallocationswithout havingtoexpandInfrastructureeverytimeanewlocationisadded.Itaddsto savingsinhardwareaswellassoftwarelicensesprocurement. SaaSprovidesalmostimmediatebenefit.Itsstraightforwardsetupmeansyou canstartanalyzingandreportingoninformationwithindays.Soifashorttime tovalueiscrucialthenconsideringSaaSBIisallvalueproposition. SaaSisastrongcontenderasDashboard&programmingresources withCSP Organizationsareseverelylimitedoralreadyoverwhelmed.Withnosoftwareor hardwareto install,maintain,orupgrade,SaaSensuresthereisminimalburdenonITstaff. OurSaaSBIsolutionsarealsoidealfornontechnicalemployeestouse independentlyfreeingITresourcesfromtheirsupportrole Ifyourequirethehighend,complexfeaturesofafullBIsuite,includingintegrated dashboards,scorecards,dataminingandpredictiveanalysis,onpremise BImaybetheoptimumroute.If,ontheotherhand,asolidreportingand analysiscapabilityisthemainrequirementthentheSaaSroutemaybethe bestsolution.Manyorganizationsfindthat80%oftheirrequirementsaremet by20%ofthefeaturesfoundintraditionalonpremiseBI. 6 BusinessIntelligenzeCompanyConfidential

TraditionalOnPremiseLicensedSoftware
ThecostoftraditionalBIsoftwarecaneasilyrunintothehundredsofthousands ofdollars.Addtothatthecostofconsultingforimplementationand configurationandyouhaveariskyoutlayofcapital.ForLargeCSPorganizations, BIisamajorinvestment,butformanysmallandmidsizedorganizations,itis simplyoutofreach ThetimehorizonsbetweenstartingaBIdeploymentandhavingafirstreportin handcanbelengthy.HookingBIsoftwareintorelevantbusinesssystemsand designingtheETLprocessanddatawarehousecanbecomplex.ShorterBI implementationsmaytake912monthsandsomeprojectsmayevenlanguish overtwoyears. TheresourcesneededforaBIimplementationaresignificantbecauseaTier1BI platformconsistsofmultiplecomponentsallofwhichhavetobeindependently deployed.Thecomplexprogrammaticconnectionsrequiredetailedtechnical knowledge.TheETLprocessesrequireheavyITscripting.Manyhoursare requiredfordeployment,training,maintenance,upgradesandproblemsolving. AllofwhichcanresultinanoverworkedITdepartmentorheavyconsultingfees. AnalysisandreportingwithBIsoftwarecanbedifficult.Withbusinessusers unabletocreatetheirownreports,organizationsoftenbecomemoredependent onITforreportcreation,leadingtobacklogs.

COST

Scalability

Functionality

Takingstock

Complexfor endusers

Resources

ITresources

Speed

Delay

COST

Withallofthesefactorsatplay,deployingonpremiseBIcanbeaprospectthat rangesfromexpensiveandriskytooutrightunfeasible.ButthepotentialofBIis socompellingthatitsworthtakingastepbackandconsideringthealternatives

CSPBusinessIntelligenceROI 2011

DeepercombinationofTraditionalBusinessIntelligenceandOndemandSaaSBI:(2)
Issue
Backenddataconsolidation

Onpremise
ComplexprogrammaticETL processesgathercorporate datafrom multiplesources,thencleanse,transformandloadthedatainto oneplace,ensuringaconsistententerprisedataplatformforBI acrossalldivisions. WholerangeofBIfeaturesin onesystem,includinganalysis, reporting,KPIscorecards,dashboards,alerts,visualization,data mining,predictiveanalysis. Canbeveryhighwithfullimplementation ofallBIfunctionality. Canbeveryhighwithfull implementationonalldata sources.

SaaSBI
ETLcapabilitiesbuiltintosome SaaSplatformsconnecttodata sources;otherSaaSapplicationsrequireuploadingofnative reportsorflatfilesfromtransactionalsystems;datacleansing andtransformationresidesinindividualsourcesystems. Limitedrangeofsimpleruser functionalityoftenrestrictedto reportingandanalysis,orKPIscorecards,ordashboards. Usuallylow,monthbymonthfees basedonseats,datavolume orBIactivity. Lowtomedium;nosoftware/hardwareinstallation;much simplerconfiguration. Daysorweeks. Nodeployment. Littletrainingrequired,builtfor nontechnical users.CentralizedmaintenanceandupgradesdonebySaaS provider. Noimplementationcomplexity; oftenprovidesimplelanguage baseddatauploadingandreportingwizardsforbusinessusers. Nofrontendcapitaloutlay; oftennocontractcommitments withmonthlyusagefees.

Breadthandmaturityof BIfeaturesforendusers Softwareandlicensecost Consultingcost

Delaytofirstreport ITresourceuse

Complexity Risk

Monthsoryears. Intensivedeploymentperiod.Mayhavesomeinvolvementin training.Ongoinginvolvementinmaintenance,upgradesand problemsolving. Bothimplementationandusecan rangefromsomewhattohighly complex. Highcostsandlongdeployment cyclescanmeanahighriskof missedtargetsandunfulfilledoutcomes.

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CSPBusinessIntelligenceROI 2011

BusinessIntelligenzeValue
BusinessIntelligenzeCompanyworkswithOutsourcingCompanieswhosecompetitiveedgedependsonbeing abletotakeadvantageoftheirdata.Wedeliverforecasts,dataresearch,operationalinsightsandbusiness intelligencesolutionsbasedonthecombinationofclientdata,ourdataandourpracticalapproachtoanalysis. Data:Weunderstanddataandhowtotransformdataintoactionableinformationforclients.Wetacklethe commondataproblemsyouface:extractionfromlegacysystems,dataqualityandmissingdata.Wecantake thedatafromallofyourdisparatesourcesandsystems,cleanitupandbuildyourdatabases.Andifthatisn't enough,weturnlessthanperfectdataintodatathatcanbeusedtomakedecisionswithcertainty.Youget usable,cleandataforotherapplicationsoradatawarehousecombinedwithotherinformationlikecustomer demographics,weather,marketingprogramsandcompetitiveactivity.Yourdataispresentedthroughsimple toaccessandusereporting. Analytics:Weuseyourdatacombinedwithourdatatofindthekeydrivers,factorsandsourcesofyour revenuesandcosts.Wearenotaboutablackbox.Weuseprovenmodelsandtechniquesthatcanbe explainedandchampionedbyexecutivesandusedfordecisionsbymanagers.Weknowhowtomakequality, agreedtoassumptionsabouttoughtogetorlessthanperfectdatasothatwecanjumpstartunderstanding andlearnwhichdrivers,factorsandsourcesneedtoberesearchedmorethoroughly. Forecasting:Whetheryouarelargeorsmall,globalorcontinental,weworkwithyoutogetthemodels, systems,andprocessesyouneedtosucceed.Weuseanalyticstodeterminewhathappened,whatis happeningnowandwhyitishappeningnow.Thatinformationisleveragedtodeterminewhatwillhappen next.Wecandeterminehowfarintothefutureyoucancountonyourforecastsandwhatlevelofaccuracy youcanexpect.Don'tletforecastingbetheweaklinkinyoursupplychain.Whileyouareimprovingyour businesswewillimproveyourforecasts. Youcancontactusformoreinformationatsales@businessintelligenze.com BusinessIntelligenzeCompany. AnIdeaTriangleBusiness. DBS,1stFloor,WorldTradeTowers,BarakhambaLane,NewDelhi T:+911140540703

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