Who is the Client

A US-based manufacturer of semiconductor processing equipment used in silicon wafer processing, with an annual sale of approx. $10B.

The Challenge

The client required a complete view of the opportunities in their customer base because of the nature of their business. Without this view, the client was unable to develop new and evolve the existing tactics that can improve customer acquisition and retention activities.

Attempts at gaining the desired insights were based on an existing reporting process. This process involved manual assembly of Microsoft Excel-based reports from multiple data sources. These recurring reports were incomplete, inconsistent, difficult to understand, and act. Focused on understanding the details of customer acquisition and retention cycles, these reports required data from multiple data sources.

Each report was created by a team that assembled, collated, and organized them. With the client having made an earlier investment in SAP HANA, the platform was a solid foundation to support the data and analytics needs.

The Solution

To provide an interactive visual dashboard for analytics, GSPANN recommended and implemented Qlik Sense for the client. We offered strategic guidance, project planning, architecture, implementation, and testing for SAP HANA, a Qlik Sense-based dashboard, and custom business process management (BPM) solution.

We automated capture, processing, and analysis of customer acquisition and retention data while providing leadership with a visual perspective of actionable details. The solution involved integration of four different systems to deliver required details with the help of a dashboard.

A custom BPM was developed to automate the capture of data from various stakeholders within the organization. The data captured was managed within SAP HANA, where it was enriched with details taken from an SAP customer relationship management (CRM) system, while the reporting dashboard was developed within Qlik Sense.

Business Impact

  • The dashboard fully automates a process, which previously took two weeks for five people to complete.
  • Five hundred users access the dashboard to get updated data and gain insights.
  • The system automatically manages security for all accesses made to maintain compliance with customer confidentiality.

Technologies Used

SAP CRM. Enables implementation of customized business processes, integration to other SAP and non-SAP systems, and achieving CRM strategies
SAP HANA. A business data platform that processes transactions and analytics at the same time on any data type
Qlik Sense. A business intelligence (BI) and visual analytics platform that supports a range of use cases

Related Capabilities

Utilize Actionable Insights from Multiple Data Hubs to Gain More Customers and Boost Sales

Unlock the power of data insights buried deep within your diverse systems across the organization. We empower businesses to effectively collect, beautifully visualize, critically analyze, and intelligently interpret data to support organizational goals. Our team ensures good returns on the big data technology investment with effective use of the latest data and analytics tools.

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