Change the game with Analytics and Knowledge Management

Analytics is a strategic tool in the arsenal of companies who are trying to gain competitive advantage over their rivals in the quest for new customers and internal efficiencies. Aftermarket and service organizations produce high volumes of transactional and master data related to parts, workforce, service orders, installed base and warranty. Most companies, however, use this data only for reporting purposes -- and for a majority of them, the reporting process has a significant manual processing component.

For Entercoms Service Bureau, analytics and knowledge management is a key focus area -- given its ability to give our customers significant benefit in identifying opportunities for cost reduction opportunities, revenue maximization and customer service level improvement. What we enable:

• Analytics for business users, not statisticians
• Elimination of gaps in enterprise knowledge
• Discovery, not just reporting
• Predictive modeling
• Early warning and warranty cost forecasting

Analytics for business users, not statisticians

We bring the power of analytics to business users -- so they can make the right management decisions based on the analysis. Analytics sometimes requires the use of sophisticated statistics, but what matters to the business user is clarity of insight supported by proof points.  Entercoms Service Bureau provides the right people and the right technology to bring these insights and proof points to business users.

Elimination of gaps in enterprise knowledge

We start with business data from trusted enterprise sources (existing reports, business data warehouses, etc), and reorganize it for integrated service analytics. Our methodology can quickly identify your management goals, and use them to identify key gaps in data or enterprise knowledge that need to be eliminated.

Discovery, not just reporting

Most business intelligence programs stop at reporting and drill-up / drill-down. These approaches are useful to produce weekly or monthly reports, but are often insufficient for root cause analysis and discovery of trends and patterns with potential business impact. For example, standard business intelligence tools cannot by themselves detect important failure trends or growing customer satisfaction issues, unless you are explicitly looking for those trends. Entercoms Service Bureau, in contrast, focuses on discovery and root cause analysis -- approaches that give you real competitive advantage.

Predictive modeling

While root cause analysis gives you insights from the past, predictive modeling is about giving you what-if analysis to help you plan better for the future. Building the right what-if model requires a deep understanding of our customer's service business. Service Bureau provides the skills and the industry experience to build the right predictive models for your business. 

Early warning and warranty cost forecasting

A specialized application of predictive modeling is early warning and warranty cost forecasting -- a key need for any service organization. Entercoms Service Bureau can help you significantly improve your early warning capability based on customer complaint and failure patterns, combining structured data with un-structured data (such as text records) to give you alerts and information about developing trends that would have gone unnoticed earlier.