Insights

Six Key Takeaways from Improving Support Services for a Major Tech Firm

Author: Benson Wang

Gaining a clear and comprehensive understanding of business operations is crucial for informed decision-making and strategic planning. At Beyondsoft, we have partnered with many companies to help them address the complexity and challenges within their Support Services business. Through intelligent BI (Business Intelligence) solutions, we’ve empowered them with the tools to enhance operational efficiency, improve support processes, and make data-driven decisions.

Our collaboration focused on transforming disorganized data into actionable insights that would allow leadership, support planners, and support project managers to operate with greater clarity and precision. From building comprehensive visual dashboards to developing advanced AI tools, our solutions have provided critical support in streamlining business processes, identifying key performance indicators (KPIs), and enabling proactive adjustments to operations. Here are the six key takeaways we learned.

Organize Your Data and Know Your KPIs

Our client’s support operations were hindered by a lack of organized data, making it difficult to evaluate current performance and identify areas for improvement. Several key challenges emerged:

• Disorganized Data: The lack of centralized, clean data prevented a clear understanding of the overall health of support operations.
• Confusion Over KPIs: Many KPIs showed unexpected or unclear trends, making it hard to pinpoint root causes and take timely corrective actions.
• Inability to Monitor in Real-Time: During product upgrades, data migrations, or operational changes, clients struggled to track progress and measure the impact, increasing the risk of disruptions.

These obstacles limited the client’s ability to be proactive in their decision-making, often forcing them to react to issues only after they became apparent.

Be Able to Visualize the Problem

We worked closely with the client and their stakeholders to design and implement a suite of BI tools that would transform their support operations, allowing for real-time tracking and more in-depth analysis of their data.

To provide them with a clearer understanding of their businesses, we first organized their scattered data and built a complete data model. From this foundation, we extracted key KPIs for each business line and created a series of interactive visual dashboards tailored to each line of business (LOB). These dashboards gave leadership, support planners, internal team members, and stakeholders a clear and vivid view of the current state of operations, enabling better forecasting, support topic design, and performance evaluations.

Lean on Intelligent AI Analysis Tools

Beyond dashboards, we developed two intelligent AI tools to help the client and their stakeholders gain deeper insights and drive proactive decision-making.

Smart Commentary: This tool conducts in-depth analysis of the various factors affecting support operations. It highlights the key drivers behind business performance, predicts trends, and provides early warnings for KPIs that may soon shift unexpectedly.

Copilot Insight: This tool allows the client to interact with their data using natural language queries. Copilot Insight generates intelligent analysis results in the form of visual charts and textual summaries, helping to answer complex business questions with clarity.

Prepare for Key Business Transitions

When the client and their stakeholders undertake critical transitions, such as product upgrades, data migrations, or operational adjustments, it’s essential to monitor these processes closely. We developed targeted digital dashboards and specialized analysis results to help track these transitions in real-time, ensuring smooth execution and a clear understanding of the impact before and after each change.

Be Nimble with Proactive Adjustments

The BI solutions we implemented have given the client and their stakeholders newfound visibility into their support operations to ensure:

• Proactive Risk Mitigation: Our data products and automated analyses enable the client to identify potential risks before they manifest into bigger problems, helping avoid operational declines.
• Informed Decision-Making: Their Leadership team now has access to comprehensive, real-time insights, allowing them to formulate strategies based on accurate data and make well-informed business adjustments.
• Smooth Transitions: When upgrading products or migrating data, the client can now monitor the process in real-time and compare outcomes, ensuring successful execution and evaluation of business changes.

Business Intelligence is a Team Sport

Our professional BI team worked closely with the client and their stakeholders to ensure their data security policies were met while delivering high-impact solutions. Our approach transformed their disorganized data into actionable insights, enabling them to overcome long-standing pain points and confidently make proactive decisions.

Through this collaboration, we’ve helped our client and their stakeholders move beyond reactive management and towards a future where they can anticipate challenges, streamline operations, and continuously improve the efficiency of their support services.

From building comprehensive visual dashboards to developing advanced AI tools, our solutions have provided critical support in finetuning business processes, identifying key performance (KPIs), and enabling proactive adjustments to operations.

Benson Wang, Tech Manager

Next Steps

Join us in realizing the power of data and transforming your business with intelligent BI solutions. Contact us today and let us explore the future together.