CUSTOM SYSTEM DEVELOPMENT

Although we value best practice and believe in the “concept” of critical mass, we believe when it comes to solutions, each client’s situation is unique and that each organisation does things differently. We furthermore believe that a business strategy, approach or process must always inform how a system must work, and not the other way around. We work closely with our clients to understand their specific business objective and then translate that requirement into a system that works specifically for them. We do not believe in a ‘one size fits all’ solution for our clients and are interested in truly understanding their needs.

DEMO'S/CASE STUDIES:

Business Challenge

So let's start off talking technical. When all is said and done; reporting should always be underpinned by an appropriate data solution and process. In order to gather information about the status of various IVR systems, each client IVR node needed a data gathering application that would report activities on each IVR system (call volumes, call status etc.) to a centralised monitoring server that fed the data into a specially configured MySQL database. SQL Stored procedures then updated aggregations of existing data which the asg dashboards would use as a data source. Molo was responsible for this critical phase of the project, which provided the data foundation required for monitoring and reporting.

How We Addressed The Business Problem

The following product and services were used in the initiative:

  • The core of the solution was Molo's Monitoring Server alongside an Apache webserver with PHP and a MySQL database.
  • 2x blade servers running Red Hat Enterprise Linux hosted the solution with real time replication between the two to ensure redundancy and load balancing.
  • The clients only needed an internet browser to access the dashboards.

Real Life

Take 1.8 million subscribers making a staggering 1.5 million calls a day and what do you have? A very successful business with a big headache. Why? Because even with a best in class call centre and Interactive Voice Response (IVR) system, the sheer logistics of monitoring a system of this magnitude and reporting at an operational and customer level can be overwhelming to say the least. Especially if you want to do it real time. Unless, of course, you have the right system.

Benefits

The client can now, for the first time, get meaningful real time business intelligence "at a glance". Critical business information is highlighted to decision makers; with the detail available in a "drill down" format via the dashboards. This leads to faster and more informed decision making at all levels of the organisation.

Business Challenge

The financial department needed to spend days to pull multiple data sets, from multiple systems, manually together to generate an integrated financial report - often associated with late delivery and errors.

How We Addressed The Business Problem

asg developed an integrated financial reporting solution. The solution enabled systematic consolidation of 7 different data sources enabling accurate, customised financial reporting at the click of a button. A series of very specific, detailed and highly visual interactive dashboards for executive reporting purposes were also part of the solution. The dashboards have various analysis and drill-in capability. Customised reports and a query tool are also included. The query tool enables users to access any data stored in the database through a user friendly interface and export data to MS Excel.

Real Life

asg implemented a customised, integrated financial reporting solution focusing on systematic consolidation of 7 different data sources enabling accurate, customised financial reporting at the click of a button.

Benefits

The Financial Management Information System allows your finance department to track finances across business units and projects. Through a series of dashboards, reports and exports details on sales, spend, budgets and forecasts are available at the click of a button.

Business Challenge

In a shared services environment organisations often struggle to keep track of queries logged by users across organisations. Leaving employees frustrated and dissatisfied and requests going unanswered.

How We Addressed The Business Problem

The solution includes automated workflow and notification based on specified rules. These business rules are easily accessable to the appointed administrator to change and manage internally. Accurate management information in the form of dashboards and reports are also part of the overall solution. FlowCentric Processware Process Suite was utilised to develop this solution. FlowCentric is a Microsoft Gold Partner that is globally deployed by various organisations to enable business users to map, model and deploy processes from an Office 2007-like graphical interface through embedding Microsoft Visio.

Real Life

asg implemented a query management tool for an organisation enabling them to manage over 20 applications across multiple countries covering up to 30 query types.

Benefits

  • Improved process management
  • Enhanced operational efficiency
  • Improved service levels
  • Enhanced tracking and reporting of queries and change requests

Business Challenge

Getting hold of the right person across a an organisation consisting of a couple of thousand employees often seems to be a time-consuming and challenging tasks. Numerous lists and systems are difficult to maintain and often information is outdated and misleading.

How We Addressed The Business Problem

Having had all staff data as part of an "outsourced" Human Capital reporting solution provided to one of our key clients, asg created a super friendly personnel directory solution. The solution enabled our client to creatively display people and their relevant/appropriate personal details, across the organisation in the form of the organisation's reporting structure. This enabled staff across a large corporate organisation to not only identify the right people to speak to regarding specific projects, but also contributed to identifying and correcting key employee data.

Real Life

asg implemented a personnel information directory listing over 3000 employees, their contact details, with the ability to send business cards to their mobile phones and to view the organisations' entire hierarchy.

Benefits

  • Operational efficiency
  • Convenience

Business Challenge

The power of the right communication at the right time to employees is a powerful mechanism to demonstrate that the organisation cares about their employees and values their contribution. With the proliferation of cellphones and use of these mediums in SA this system is the perfect communication tool for everyone.

How We Addressed The Business Problem

Our client wanted to add that "personal people touch" as part of their employer brand and implemented this unique solution to demonstrate that small things like staff birthdays are valued! Not only did we develop a tool to congratulate staff on their birthdays, but also recorded a voice message by the MD of the organisation that is sent to the relevant individuals voice box, congratulating them on a closed deal. This initiative created a unique personal touch and makes employees smile.

Real Life

asg implement and manage the distribution of birthday reminders to over 3000 employees via SMS and email for one of their top clients.

Benefits

  • Improved stakeholder communication and morale
  • Improved efficiency