Enabling digital transformation through embedded analytics

Background

Our client, a $1.7 billion global financial services organization, was using a CRM platform that relied on various disperse systems to access other key pieces of information for client purposes. Client relationship management is an integral part of the sales lifecycle. How do you embed analytics into the process to enable faster and more accurate reporting whilst improving responsiveness to customer needs?

Challenge

With over 200 CRM users per month, each individual user would have to log into these separate applications to gain data, which was a convoluted and time consuming process. Additionally, the information was not presented in an easily digestible format, meaning service levels and client response timeframes were compromised.

Approach

Keyrus worked with the client's CRM team to create a single view dashboard in Qlik Sense. This was done through interviews, analysis, and understanding of users' primary needs. Over five million records from five separate systems were embedded into a user-friendly single workflow. Data security was taken into account, with permissioning set up so that each user can only access the analytics specific to their client.

Key results

Benefits

Reporting that was only possible on a monthly or quarterly basis and that required multiple teams and days to create can now be monitored on a daily basis in near real-time in a self-service fashion, all at the click of a button. Each user is saving an average of three days of work per month with the new solution. The project has accelerated the interest of analytics throughout the CRM team globally. Better visibility of client data has enabled the client to become more responsive to any issues, and it also allows for trend and predictive analysis to help the business remain competitive.

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