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Customer service operations / IT operations

Reducing BI reporting overhead while refocusing on user needs

Reviewed reporting usage with business teams, retired approximately 70% of the reporting inventory as unused or unwanted, and improved BI server performance through configuration changes.

OrganizationLarge contact-centre operation, through a technology consultancy
Delivery timelineInitial review and rationalization within a few weeks of taking ownership

The challenge

A BI reporting environment carried unused or unwanted reports and suffered server performance issues. Understanding which reports remained valuable required reviewing usage and engaging the teams that relied on them.

My contribution

I reviewed report usage, met with business teams to assess requirements, and rationalized the reporting inventory. I also investigated server performance and implemented configuration changes.

Results

Approximately 70% of the reporting inventory was removed as unused or unwanted, reducing associated server load. The review also identified new requirements and opportunities to expand useful reporting. Configuration changes reduced CPU and memory load and improved server responsiveness.