BPO Giant Improves Data Governance To Achieve Unrelenting Growth With Power BI

Problem Statement

Our client is a global leader in operations management, consulting, and analytics, serving diverse industries including insurance, healthcare, banking, utilities, travel, transportation, and logistics. Known for their excellence in BPO, benchmarking, and consulting, they drive sustained growth and profitability for businesses amid fierce competition and disruption.

As the client's business grew, their traditional systems struggled with the increasing volume and complexity of data, impacting timely and accurate insights. To address this, Polestar was brought in to enhance their data management capabilities. The existing setup impeded real-time reporting and executive decision-making, causing delays in meeting benchmarks and SLAs. Polestar’s data governance and analytics expertise was crucial in redesigning their data infrastructure to provide actionable insights across the organization.

Key Challenges

• Multiple spreadsheet versions and inconsistent practices led to inefficiencies and data inconsistencies.
• Large volumes of data from different business lines made tracking changes difficult.
• Complex data gathering and reporting processes resulted in high turnaround times, delaying decision-making.
• Unclear front-line team inputs affected visibility and resource planning across delivery centers.
• Precise and timely reporting was needed to meet SLA targets and ensure high-quality service.

Solution Implemented

• Data Warehouse Setup: Consolidated various data sources into a unified organizational data repository.
• Requirements Gathering: Collaborated with business analysts to document user requirements and identify key reports.
• KPIs Identification: Determined essential metrics for evaluating SLA performance and supporting decision-making.
• Power BI Integration: Integrated Power BI over the data warehouse for comprehensive reporting and dashboard capabilities.
• Enhanced Reporting: Enabled detailed SLA performance insights through Power BI’s robust reporting module.