Our client is an established leader in vehicle fleet leasing, fleet management and diversified financial services across Australia and New Zealand. The group manages seven well-known brands and is committed to delivering an outstanding customer experience through first-to-market innovation. In this case study we explore how we replaced an ageing customer reporting database that was effecting data quality and reliability, with a new solution that offered improved data accuracy, adaptability and a simplified user experience.
Two of our client’s divisions were reliant on an ageing reporting portal for access to information about contracts, vehicles, registered drivers and customer transactions. The dated customer reporting database was failing to keep pace with business process changes critical for realising our client’s vision for innovation. For example, a simple process change typically requires updating business logic in different components of the customer reporting database, such as queries to extract data from source systems and extract, transform and load (ETL) processes.
After several years of patching to support business needs, our client had growing concerns about the reliability, quality and efficiency of its customer reporting database. Data quality and poorly performing ETL were identified as key business issues and staff could no longer trust that reports provided accurate, actionable information. At the same time, the group sought to enhance reporting features. Rather than adding further complexity and risk to the customer reporting database, our client chose to build a new reporting database.
Building a new customer reporting database
We kicked off our engagement by defining, understanding and mapping key business processes to inform the design of the new customer reporting database. Our team identified common and unique business process requirements across the entities and used this to conceptualise a logical model for vehicle leasing business processes.
With design work completed, we focused our attention on developing the new customer reporting database. The team used the proven Acceler8 framework to fast-track the development of ETL components. Acceler8 is a technology-independent data integration framework and dynamic ETL generation engine that leverages best practice templates, automation and solution architecture to deliver a complete data reporting and analysis system in significantly less time and cost.
As part of the development effort, we built additional presentation layer mechanisms to meet specific requirements. These included reporting views for data visualisation and aggregated snapshots of data.
Importantly, development was undertaken with future migration and upgrade needs in mind. Our client anticipates that within the next three years, all business entities will use a new reporting system.
In building the customer reporting database, we also ensured that the two divisions would be able to deliver an independent and controlled migration to the new reporting system. We also provided hands-on training to two developers within the group to assist them in understanding the core concepts of data warehousing best practice.
The new customer reporting database has addressed significant business challenges that affected both divisions. As a purpose-built database designed to enable existing and future business processes, our solution gives the group the flexibility it needs to meet its business goals.
Key benefits of the new customer reporting database include:
Higher confidence: With ETL execution logging, record auditing and traceability, the new customer reporting database provides a higher level of confidence in data accuracy and reliability.
Adaptable to business process change: Business logic is centrally managed, which means it is easier for our client’s divisions to introduce new business processes or change existing ones. Each business is can change or extend their reporting requirements independently. The database’s modular design also ensures that reporting requirements can be easily changed in the future.
Ease of use: The new customer reporting database is not burdened by the complexity of the previous database, in which patches were applied haphazardly when changes were needed. The new database is consistent and modular in its design, which allows for easy learning and management by internal developers.
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