CASE STUDY

PRESENTED BY :-
ANJU RABHA
NIDHI MEHTA
NIVISHA SHAURYA
AMALU LALICHAN
E-courier, Cablecom And Bryan Cave: Delivering
Value Through Business Intelligence

 Business intelligence (BI) is a technology driven process for analyzing data and
presenting actionable information to help corporate executives, business managers
and other end users make more informed business decisions.

 BI represents the tools and systems that play a key role in the strategic planning
process within a corporation. 
 E-COURIER

 Founders : Tom Allason and Jay Bregman

 Headquarters : London

 Founded : London, UK (2003)

 Service : Same day courier service

 Slogan : “Happiness delivered”

 Competitors : City Sprint Ltd, Courier Logistics Ltd & Expedite

Delivery
 BI allows the company to keep real time tabs on customer satisfaction.
 Uses GPS enabled handhelds so that couriers can be tracked and ordered and communicated
electronically.
 Focuses on making online booking easy and rewarding.
 Customers can track their order which eliminates the package delivery guesswork.
 Use software from a company called Seewhy which generates customer data more quickly.
 The system saves expenses of the company of having to hire people to monitor customer
satisfaction.
Industry
 : Telecommunications
Founded
 : 1994
Headquarters
 : Zürich, Switzerland
Area
 served : Switzerland & Austria
Key people
 : Eric Tveter(MD), Ivan Nash Vila(CFO)
Revenue
 : 50 to 100 billion (INR) per year
Competitors
 : Radibus, Easy TEL Communications
Parent
 : Liberty Global Europe
 UPC Cablecom is Switzerland’s largest cable network operator.
 Broadcasting to 1.6 million homes across the country
 Offers customers cable television, broadband internet, mobile and fixed-network telephony.
 Used SPSS’s statistical software to mine customer data to build a model which proved to be only
about 70% accurate
 Conducted an online survey from which the company was able to determine that customer
dissatisfaction usually begins around the 9th month of the service.
 The company created another survey which it now offers to customers in the 7 th month of service
with a provision to type in specific complaints and problems.
 Cablecom calls customers within 24 hours of completing the survey.
 Headquarters : St. Louis, Missouri
 No. of offices : 27
 No. of attorneys : approx. 1000
 Major practice areas : Diversified international legal practice
 Revenue : $617 million (2015)[1]
 Date founded : 1873
 Company type : Limited liability partnership
 Competitors : LegalZoom, RPX Corporation, Latham &
Watkins
 The clients of the firm were demanding alternatives to the traditional hourly fee structure.
 They wanted fixed pricing and pricing that was adjusted during a project.
 The company implemented BI tool in 2004 to make the system more quicker and simpler.
 BI allowed lawyers to track budget in real time , so that they can make adjustments quickly.
 BI tools provide Bryan Cave with a method of customizing its fees and helping clients better
understand what they get for their money.
Q&A
Q1. How do information technologies contribute to the business success of
the companies?
Ans. E-courier : The company makes use of BI tools to keep real time tabs on
customer satisfaction. It uses GPS enabled handhelds to track and order couriers and a
software to generate customer data more quickly.
Cablecom : uses custom data minin hig tools and surveys to improve
customer service and retention
Bryan cave : It uses BI tools for enabling the lawyers to track budget in real
time and for customizing its fees.
Q2. What other professions/fields could benefit from using BI tools?

 Educational Institutions : to keep records of students (personal details, marks,

attendance) and staffs
 Libraries : to monitor the use of their resources
 Fashion : to promote certain trends and decision making, to create product lines that
stay current with the rising popularity of different garments and accessories.
 Government : able to search for information in a self-serve mode
 Public transportation : use of transit intelligence to create better schedule adherence,
higher levels of profitability and more effective services for the public.
Q3. What other actions could be taken by Cablecom to retain its customers?

 SPSS’s Dimensions survey research software tells:

 After how many months of service customers gets dissatisfied- 9 months 
 When customers switch most- between 12-14 months
 So instead of keeping the customers waiting, find the problem and fix it. Send
monthly satisfaction surveys to find the problem areas.
STERNGTHS WEAKNESSES
Fact-Based Decisions Provide out of date information
Improves Sales and Negotiations Fail to identify process problems
Identifies Opportunities Can’t be used as predictors
Eliminates Waste

SWOT
ANALYSIS
THREATS
OPPORTUNITIES May not live up to the hype
Expected growth in mobile business intelligence Resistance to change
Crisis prevention & management Poor data quality
Customer feedback management
CONCLUSION
 In this case study, the three companies demonstrated how their businesses were
enhanced using business intelligence tools.
 eCourier used SeeWhy software to provide them customer data more quickly. They
saved money by not having to hire staff to monitor whether the customers are happy
with the service they receive or not.
 Cablecom was interested in efficiently tracking customer satisfaction. SPSS’s
Dimension survey research software allowed them to focus on retaining the
customers and to prevent churning.
 Bryan cave was looking for an alternative to the hourly fee model because of the
clients’ demand for “fixed pricing”. They used BI tools which led to enhanced
profitability for the firm
 Thus BI allows companies to make faster and smarter day to day decisions and hence
gives an edge over their competitors.
THANK YOU