Yamagata Europe uses Business Intelligence Dashboards to improve customer experience
A company’s success today hinges on how effectively it can measure performance and collect data. On the other hand, what good does data do when you cannot make sense of it? That’s why at Yamagata Europe, we are making use of business analytics to gain valuable insights into our data and to engage customers, empower employees and optimize operations.
As a documentation agency, Yamagata Europe produces an average of over 400K translated words per working day. To achieve this, we rely on a network of more than 2,000 partners, including writers, translators, layout professionals and other freelancers. Keeping an overview of performance and capacity in this buzzing bee hive of activity is a tough challenge.
One of the key values at Yamagata Europe is “Kaizen Every Day”. Kaizen is a quality approach promoting continuous improvement and one that heavily relies on data to tell the story. Data is essential to assess in an objective way how well we are serving our customers.
Making sense of data
The types of data we handle are manifold: time registration of our in-house members, capacity, performance and availability of partners and freelancers, financial data, quality management figures, statistics on complaints handling and service requests… the list goes on.
But data alone is not enough. In order to make sense of it all, we need to be able to:
Visualize the data in a meaningful and accessible way
Handle many types of data sets, coming from different types of databases
Communicate and share our data with our customers, colleagues and partners
Microsoft Power BI
The glue that keeps it all together here at Yamagata Europe is Microsoft’s Power BI solution. This business analytics package helps us in different ways. It allows us to:
Combine different types of data (Excel, SQL database, cloud applications) in one single overview.
Visualize our data into user-friendly dashboards.
See live updates and change alerts.
Keeping it under control
As a documentation agency with a network of this size, Business Intelligence Dashboarding is a great tool to help us keep everything under control. It allows us to make better decisions, based on the data that is presented to us.
A solid company can offer solid services, but there’s more to gain for our customers. The business analytics allow us to:
Communicate back to our customers about how we're doing. This includes bringing bad news. However, it is said that bad news based on data is almost good news.
Better plan the capacity of our freelance network (QA services, translators, designers, etc.)
Quickly spot internal or external bottlenecks.
Handle service requests more quickly.
Automatically detect projects that need extra attention.
Evaluate the quality of our services.
Meet our KPIs and improve our quality of service.
Collecting data alone is not enough. Making sense of the data and sharing that information with customers and partners is Yamagata Europe’s strategy to improve customer service.
Do you have questions about our Business Intelligence Dashboards and how they can improve our service to you? Let’s get in touch.
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