You know how they say every second matters? Well, take it to heart. Time is critical, especially when it comes to Business Intelligence. Let’s have a closer look at the importance of real-time information. The diagram above (source: Forrester) shows how fast you need to act if you want information to be actionable. Once you slide into reactive – or, worse, historical – mode, it’s basically too late for you to be truly effective. In terms of customer service, it’s paramount that employees have data at hand so they can be hands-on.
Don’t put the cart before the horse
What if your employees receive crucial information the next day? And what if it takes a week before they can act on essential data? If they get back to a customer with answers by then, the customer will have moved on. They will barely remember what it’s about, and the employee’s response will no longer be relevant to them. With reactive or historical data, you’ll be putting the cart before the horse. If you want the horse to get moving in the right direction, you’ll need to turn things around: provide employees with real-time information that will help them act right away.
Think about it like this: if employees have real-time data at their fingertips, they can make independent decisions on the work floor. It puts them in charge, so they can help and retain customers by solving issues as they occur. This is why targeted BI is an absolute must. You don’t want to take action after the fact. If reactive or historical data points out that something went wrong yesterday or a week ago, your efforts to correct it will be too little, too late. Your motto? ‘Action!’
Want to explore your Visual Management opportunities? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss what targeted BI can do for you.