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| DataInfoCom |
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| Headquarters: |
2820 Fourteenth Avenue
Suite 200
Markham, Ontario L3R 0S9
Canada |
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| Solutions |
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Current DataInfoCom Solutions can be divided into two categories:
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Custom Analytics Service |
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OSMOSYS Software Product |
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Custom Analytics Service |
Gain Strategic, Operational, and Tactical Visibility of your large business processes. DataInfoCom expert consultants will deliver on this promise by leveraging your existing datasets, our patent-pending processes & technologies, and domain expertise.
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Make Fact-Based, Data-Driven Decisions, and not decisions based on popular beliefs or myths that may not be applicable to your particular business. |
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Focus on factors that are under your direct management control and stay within your operational and business constraints |
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OSMOSYS Software Product |
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Fully Automated, Online, Predictive Decision Support & Optimization with OSMOSYS, DataInfoCom’s patent-pending software. |
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Predictive Analytics, Root Cause Analysis, Optimization, What-If Simulation, etc. customized with your datasets and tailored to your process. |
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Automated, Adaptive, and Proactive Prescriptions to resolve your current and future problems. OSMOSYS does not rely on your managers’ ability to slice and dice copious amounts of data, in order to come up with the ‘right’ actions to remedy and/or preempt issues with your large business processes. |
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Prescriptions automatically take into account the drivers under your management control and your, real-life operational and business constraints. |
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Proven Business Processes for our Solutions
– Customer Support and Field Service |
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| Predictive, Optimized, Automated Decision Support to Improve Customer Experience and Operational Effectiveness |
Satisfaction
- Event Satisfaction
- Brand Satisfaction
- Satisfaction with Agent/Technician
- Abandon Rate
Loyalty
- Recommend Likelihood
- Repurchase Likelihood
- Advocacy, etc.
Resolution
- Problem Resolution
- Resolved in One Contact/Visit
- Resolved within Two Contacts/Visits, etc.
Productivity
- Handle/Service Time
- Queue Time
- Service Level
- Days to Close the Call
- Utilization, etc.
Cost & Revenue
- Cost per Call/Incident
- Cost per Vendor
- Revenue per Call
- Cost per Metro/Location, etc.
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| Business Challenge(s) |
| Being the world leading computer Systems Company, one of our Fortune 100 clients was serious to achieve excellence in Customer Satisfaction and Customer Loyalty. While improving quality consistently, meeting Key Performance Indicators (KPIs), and reducing costs remains a constant challenge. This organization, alike many other Global Fortune 100 companies, manage Customer Support & Satisfaction processes today by looking backward - acting (to be precise, 'reacting') after the KPIs have already behaved in certain ways. The KPI's include resolving problem in minimum contacts, decreasing customer hold time, resolution time and managing problematic calls effectively. The ability to forecast the behavior or a trend is vital to success of achieving 90% customer satisfaction and a superior customer experience. |
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| DataInfoCom (DataInfoCom) solution |
| DataInfoCom's team worked in conjunction with the operational and support teams to understand the organization's data in providing a mathematical model that allowed to predict outcome by using, "root cause" analysis, "what if" scenarios and also optimization of the influencers. DataInfoCom started by analyzing existing operations in terms of the processes and functions carried out by different teams and locations. Detail attention to activity, internal /external benchmarking results, and variations to identify the trends and interrelationship with business processes. Using DataInfoCom's OSMOSYS solution, fully automated, mathematical algorithms on historical and real-time data enabled the company to look and predict the future and take actions appropriately. The solution can predict measurable performance issues thus allowing pre-emptively identifying and correcting developing problems before they become costly. The processes includes |
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Predicted (accurately) Satisfaction, Loyalty, Resolution, Productivity, etc. KPIs were analyzed for per product, per site, per time window |
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Identified, Quantified, and Ranked the specific "knobs" - items under management control - that are contributing to Satisfaction, Loyalty, Resolution, Productivity, etc. and lack thereof |
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Optimized Satisfaction, Loyalty, Resolution, Productivity, etc. KPIs with respect to business and operational constraints |
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| Benefits to Client |
| Our client grew confident in our findings and ability to address the potential bottleneck with appropriate facts and actions. Couple of months later, the project was running at full capacity, and the early results show tremendous benefits. DataInfoCom's blended services delivered |
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Automated simulation tools to understand the interrelationships among different metrics, their "knobs" and the business/operational constraints |
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Optimized Dispatch Metrics, Handle Time and Queue Time with respect to Resolution and Satisfaction - per product, per site |
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Suggested concrete ways to improve Email Surveys and Post-Call IVR Surveys |
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| Using DatainfoCom's solution, our client continuously monitored, predicted, analyzed, and optimized the process KPIs. This resulted in improved customer experience, accelerated improvement and achievement of targeted customer satisfaction. |
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