The Challenge

The success of a BPO contract is often measured by Service Level Agreements (SLAs), so the ability to monitor and track the health of every service level was critical for Capgemini.

The Solution

Within two months, GoodData enabled Capgemini to provide its clients with SLA at-a-glance reporting, including the ability to dig down into the underlying drivers of the SLA performance:

• GoodData provided transparency into the numbers by automatically updating SLA dashboards on a weekly basis with the most current data.
• Additional dashboards and modifications require only simple configuration. New client dashboards now take a few days to complete.
• On-demand SLA dashboards empower Capgemini’s clients to track, analyze and trend every service level.

Why Capgemini Banks on GoodData

Innovative Value

Capgemini turned to GoodData as a way of differentiating itself from other BPO providers. “Given the importance of SLA reporting in our business, we needed a SaaS-based solution that would be robust and easily accessible for our clients,” Director Ian Barkin said. GoodData helped Capgemini offer this on-demand business intelligence solution that clients can access in the quickest way possible.

Flexible Analytics

GoodData’s ad-hoc reporting capabilities make it easy for Capgemini to manage its data. “Flexibility is key because metrics evolve over time and GoodData’s reporting tools make it simple to adapt quickly,” Barkin said. For example, one major consumer packaged goods company measures a throughput of processes like accounts receivable while an energy utilities company tracks exceptions and bottlenecks within its provided services. Regardless of the company’s sourcing strategy and SLA requirements, the flexibility of GoodData’s reports and dashboards allows Capgemini to be more nimble.

Benefit in Numbers

GoodData’s reports and dashboards take the guesswork out of predicting and forecasting. Having the right solution to clearly track service levels has been an added value for Capgemini. Allowing clients to see trending and forecasting is a powerful resource for selling more services. GoodData makes Capgemini’s services shine, which has instilled higher customer satisfaction and created deeper client relationships.