Customer Example of Pervasive BI

Below is the continuation of the transcript from a podcast from InetSoft Technology. The speaker is Mark Flaherty, CMO at InetSoft.

One great example an auto insurance company that we worked with. They were looking to improve customer service by streamlining certain functions. One improvement was the need to ensure accuracy in providing policy holder addresses to the independent agency partners so that correct public protection correction, or PPC codes, are assigned to their customers. Real-time access was critical for fast responses.

They chose a service-oriented approach to help standardize their processes using WSDL and SOAP. They built such a data services framework to improve data accuracy that led to a reduction in underwriting risk. The team started by building two data services that were designed to be accessible by both agents and internal employees.

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The first service validated customer address information based on standard US postal codes. The second validated protection class codes using an ISO data source. Benefits were very compelling. First of all, they improved the accuracy of both the policy holder address and the assigned PPC code which had a direct impact on the coverage premium and risk exposure. Also, they no longer needed to use agent time to look up and enter this information. It’s done automatically when they enter the policy holder details.

Another benefit is the time and cost savings. Reuse enabled by SOA reduced redundancy and new project on-board times. Finally, this Web-based services architecture helped them maintain a competitive edge with faster quote generation.

What are some best practices to recommend to companies embarking on a data warehousing and business intelligence project with a goal of pervasive BI?

The hardest part of deploying pervasive BI is changing the way an enterprise thinks about BI. Sometimes it takes education of the business sponsors and stakeholders. Once you do that you can start to discover new ways to increase revenues or reduce costs using low-latency information.

Read why choosing InetSoft's cloud-flexible BI provides advantages over other BI options.

Case Study: AstroLift - Elevating Suborbital Spaceflight Services with InetSoft's Pervasive BI Solution

AstroLift, a pioneering suborbital spaceflight services company, is at the forefront of commercial space exploration. Headquartered in Mojave, California, AstroLift specializes in providing suborbital flight experiences for tourists, conducting microgravity research, and delivering payloads for private and governmental clients. The firm operates in a high-stakes, data-intensive industry where precision, efficiency, and innovation are critical for success.

In 2023, AstroLift adopted InetSoft's Pervasive BI (Business Intelligence) solution to address operational inefficiencies and improve data-driven decision-making. By leveraging InetSoft's advanced analytics and visualization tools, AstroLift streamlined its operations, enhanced customer experiences, and strengthened its competitive edge.

Challenges Faced by AstroLift

  1. Complex Data Landscape AstroLift operated multiple systems for tracking operations, customer interactions, maintenance schedules, and regulatory compliance. Data silos across these platforms hampered the company's ability to derive actionable insights.

  2. Operational Inefficiencies Managing suborbital flights involves coordinating logistics, safety protocols, and engineering checks. Delays and inefficiencies in these processes impacted AstroLift's ability to meet its ambitious flight schedules.

  3. Customer Experience Gaps With high-paying customers expecting seamless experiences, AstroLift faced challenges in personalizing services and ensuring exceptional pre- and post-flight interactions.

  4. Regulatory Compliance and Risk Management Navigating stringent aerospace regulations required AstroLift to maintain meticulous records and proactively manage risks, a process complicated by fragmented data systems.

Implementation of InetSoft's Pervasive BI Solution

AstroLift selected InetSoft's Pervasive BI solution for its ability to integrate diverse data sources, deliver real-time analytics, and support user-friendly dashboards. Key implementation steps included:

  1. Data Integration InetSoft's tools consolidated data from AstroLift's CRM, operations management software, maintenance systems, and regulatory databases into a unified platform.

  2. Customized Dashboards Tailored dashboards provided role-specific insights for executives, engineers, flight operations teams, and customer service representatives.

  3. Real-Time Monitoring AstroLift leveraged real-time analytics to monitor key performance indicators (KPIs), including flight readiness, maintenance status, customer satisfaction scores, and compliance metrics.

  4. Training and Change Management InetSoft provided training sessions to ensure AstroLift's employees could effectively use the platform and transition to a data-driven culture.

Results and Impact

1. Enhanced Operational Efficiency With integrated data and real-time analytics, AstroLift improved coordination across departments. Key outcomes included:

  • A 25% reduction in flight preparation time due to automated scheduling and maintenance tracking.
  • Real-time alerts for potential issues, allowing for proactive resolutions and minimizing delays.
  • Streamlined communication between engineering and operations teams, enhancing collaboration and accountability.

2. Improved Customer Experiences InetSoft's CRM integration enabled AstroLift to offer personalized services based on customer preferences and past interactions. Highlights included:

  • Customized pre-flight briefings and memorabilia for customers based on their profiles.
  • Automated feedback collection post-flight, resulting in a 20% increase in customer satisfaction scores.
  • Enhanced transparency through customer dashboards that provided real-time updates on flight schedules and personalized content.

3. Strengthened Regulatory Compliance AstroLift used InetSoft's analytics to maintain rigorous compliance with aerospace regulations. Key features included:

  • Centralized storage of compliance records for easy access during audits.
  • Real-time monitoring of safety metrics, ensuring adherence to regulatory standards.
  • Predictive analytics to identify and mitigate potential compliance risks.

4. Data-Driven Strategic Decision-Making InetSoft's Pervasive BI solution provided AstroLift's leadership with actionable insights to guide strategic decisions. Examples include:

  • Identifying high-demand periods for suborbital flights and optimizing scheduling accordingly.
  • Analyzing cost-per-flight metrics to identify areas for cost savings, resulting in a 15% reduction in operational expenses.
  • Forecasting market trends to expand service offerings, such as specialized research flights for academia and industry.

Key Features of InetSoft's Pervasive BI Solution

  1. Dynamic Data Mashups InetSoft's ability to combine data from disparate sources allowed AstroLift to create comprehensive reports that included customer preferences, operational metrics, and financial data.

  2. Advanced Predictive Analytics Machine learning algorithms enabled AstroLift to predict maintenance needs, optimize crew scheduling, and anticipate market demands.

  3. Intuitive User Interface The platform's user-friendly design ensured that employees across all departments could easily access and interpret data, fostering a company-wide embrace of data-driven practices.

  4. Scalable Architecture InetSoft's scalable solution allowed AstroLift to seamlessly add new data sources and expand its analytics capabilities as the company grew.

Client-Centric Innovations

AstroLift used InetSoft's BI tools to elevate its customer-centric approach:

  • Flight Personalization: Customers received detailed itineraries, tailored content, and exclusive in-flight experiences based on their preferences.
  • Transparency: Clients had access to real-time flight updates and safety protocols through a dedicated portal.
  • Loyalty Programs: Data analytics helped identify opportunities for repeat business, enabling AstroLift to launch targeted loyalty programs.

Lessons Learned

  1. Integration is Key Combining data from diverse systems was instrumental in breaking down silos and unlocking insights that transformed operations and customer experiences.

  2. Employee Buy-In Drives Success Training and change management ensured employees embraced the new tools, maximizing the value of InetSoft's solution.

  3. Continuous Improvement is Vital AstroLift's iterative approach to refining dashboards and KPIs allowed the company to adapt to evolving needs and maintain a competitive edge.

Future Plans

Buoyed by its success with InetSoft's Pervasive BI solution, AstroLift plans to:

  • Expand its analytics capabilities to include real-time market sentiment analysis, enabling more dynamic marketing strategies.
  • Introduce AI-driven customer service tools to enhance pre-flight consultations and support.
  • Leverage IoT integration to monitor spacecraft performance during flights and provide even greater safety assurance.
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