VELUX.
Thanks to DeltaMaster, VELUX Germany’s customer service has developed into an active management information system that enables data-based business management.
interactive management information system
analysis of service volumes, key financial figures and lead times
self-service BI
data model with 230 basic key figures and over 100 dimensions
detailed analyses with the analysis chain technique
From service reporting to service controlling.
Utilizing expert knowledge with DeltaMaster.
For its technical customer service, VELUX Germany was looking for tools and techniques to obtain detailed information about internal processes and to better plan and track service orders. Initially, the company’s own data was analyzed using Excel. „However, we quickly reached our limits there,“ recalls Soenke Stange, project manager and service controller at VELUX. A comprehensive solution for analyzing and reporting service data was to provide a remedy. This involved connecting various operational upstream systems, such as e-mail and fax software for order acceptance, SAP ERP, Click Schedule for resource and operational planning as well as mobile systems and a damage registration system for order processing on site. VELUX opted for DeltaMaster.
„Today, managers in customer service are able to investigate anomalies in their key figures directly and independently – without help from IT or controlling,“ the project manager says happily. „Expert knowledge has been made available to everyone by linking key figures and characteristics in a data model.“ The data model comprises around 230 basic key figures and over 100 dimensions. The amount of data processed is impressive: around 10.6 million invoice data entries and 1.2 million data records on on-site customer service operations are integrated. The data is summarized in Microsoft SQL Server, while DeltaMaster takes care of the analysis and reporting.