The client offers an industry-leading manuscript submission and peer-review system. This product’s number one reported customer issue was dissatisfaction with the reporting functionality. The legacy reporting system’s latency, features and reliability were not acceptable and was impacting the acquisition of new clients. In addition, the client was faced quickly growing maintenance costs for the current reporting solution.
Solution:
CapTech‘s consultants implemented a robust reporting solution that addressed the client’s customer needs while reducing the maintenance costs significantly.
In the initial stage of the engagement, an Extract, Transform & Load (ETL) tool was implemented using IBM DataStage. This ETL tool allows for the creation of a new near real-time data warehouse for the client’s manuscript submission and review product. These new data DB2 Version 9 structures provided the client the ability to support a new front-end ad-hoc reporting system by addressing root cause challenges with their legacy reporting.
CapTech quickly put in place a new front end Business Intelligence platform using IBM Cognos 8.3 for customers of the manuscript submission and review product. The new reporting front end offered lower latency, improved accuracy, and greater availability and flexibility accessing reports. The solution was rolled out to the customers across 20 countries.
CapTech’s solution was highly successful in reducing the need for the client to consume its own resources on custom report creation. Now the clients customers have the ability to deliver their own custom reports without developer resources.
Tools:
Cognos 8.3 BI Suite
IBM Datastage
IBM DB2 Version 9
Results:
Clear competitive advantage for client over their competitors
Increased annual revenue from existing client base and generation of new opportunities
Improved customer satisfaction and retention
Reduced overall turnaround time for customer reporting
Lower maintenance costs due by reducing support staff and overall cost of system maintenance