How we use business intelligence to better inform decision making
Jairo Ramirez Serrano
Business Intelligence Manager
I joined Expereo in 2018 as a Business Intelligence Data Lead. Two years later, I am proud to manage a group of ‘data wizards’ that translate insights from different source systems to key company information into a centralized database.
Our team works constantly to keep the data “clean”, by sourcing and condensing system duplicates, where data from identical accounts would come through different channels and replicate. This allows us to reduce the average time of processing information drastically, consequently accelerating services such as quoting time and customer support.
Centralized data warehouse
Naturally, analyzing internal data on a regular basis helps us better meet the needs of our customers. Our centralized data warehouse, for instance, makes it possible for us to offer differentiated tools such as expereo.one – an online, client-facing, self-service dashboard where customers can check their Internet network and applications performance, as well as order information, in a single place, in real-time, and at a glance.
Intelligent routing
One of our core offerings, Cloud Acceleration, is also powered by business intelligence. Data gathered from Internet traffic worldwide informs our proprietary path optimization engine, which selects the best routing at the time, not just the shortest path. And, if something goes wrong, and a ticket is raised, the data history of those complaints will be later used by our Customer Service team to identify what areas need improvement.
Preventing network congestion
But the benefits associated with business intelligence are not limited to customer-facing initiatives. Expereo uses key insights to base strategic business decisions, such as the opening of new hubs. Data shows us what locations are running full of capacity and how many new hubs are needed to prevent network congestion, for instance.
Supplier management
Data science also informs us about which is the best route when it comes to supplier management. It shows us not only what the options are, or how much they cost, but also what is the most effective choice. For example, it might be the case that the cheapest offering has presented a higher number of failures, whereas a slightly more expensive alternative has always delivered on time.
If someone asked me how to successfully implement a data-driven organizational culture, I’d say that a two-way conversation is really the key to success. Learn from your company teams about their functionalities, interactions, and individual goals in order to align previously established processes. This will allow you to better understand their objectives and present them with business intelligence specifically tailored to their needs.
This is what we do at Expereo. With each team performing as best as they can, informing their decisions with data, we connect the world with better insights. This is how we simplify global networks.