• BDO Digital identifies variances in process execution to improve service operations performance and to save costs
Case study:

BDO Digital identifies variances in process execution to improve service operations performance and to save costs

15 August 2019

Challenge

An international security services company and its dedicated ERP software provider wanted to explore the actual performance of customer service operations and the possibility and feasibility for predictive modelling.

Approach

Our unique BDO Digital market offering allows effective process conformance and performance discovery. Data analytics and visualisation, including pattern recognition, are techniques applied to explore very large amounts of event data for assurance services and to discover improvement opportunities. A similar approach and comparable tooling is used to monitor the effect of improvement actions.

We conducted a BDO Digital business improvement exploration project in three steps:

  • Step 1: with the support of the software provider, we extracted the intervention execution data of the past 2 years across all clients and all types of interventions.
  • Step 2: data analytics and visualisation techniques, including pattern recognition, were applied to explore very large amounts of event data and to discover improvement opportunities.
  • Step 3: By linking people, location, time, weather conditions and traffic, distinctions in (high) performance of service execution became obvious.

Results

Multiple business improvement opportunities were discovered, such as:

  • Immediate cost savings in streamlining intervention operations – by identifying the process execution variances
  • Improved reporting accuracy through identification of possible data quality improvements, linked with time recording using a diverse range of fixed and mobile devices (clock drift)
  • Revenue growth opportunities following additional insight in the achieved service levels
  • New and compelling sales support material for the client, based on factual performance measurement and SLA Range Testing