The company develops and markets a customer service system that helps software vendors manage the intricate process of finding and fixing software bugs while keeping users productive. Using this system, customer service organizations log incoming customer calls, track product versions, software defects and other issues. Although the system manages a wealth of details, users had limited options when it came to creating summary reports. To meet changing customer needs, the company had to create new reports from scratch, an arduous process. KMA's Excel reporting solution allows managers to generate the reports they need to manage their business and their people.
Managers can select only data they want to see, for example only HIGH priority incidents.
In this example, a user is viewing OPEN incidents by customer contact and platform. They need no technical expertise to see the data exactly how they want, and reporting managers don't have to spend time creating new custom reports for individual users. At the same time, it could offer customers the ability to slice and dice data according to any criteria. It was crucial that the new reporting component work with the desktop applications customers already owned and used. Rather than purchase a costly, proprietary commercial OLAP tool, the company looked to Knowledge Management Associates for a cost-effective alternative.