Performance Analytics Solution in an E-Commerce Business Model | Master Thesis

  • Basílio Dias

Organizations are today’s targets of one of the market’s newest and most wanted trends: Information Technological Migrations. The current high-demanding, agile and fast-growing business reality has resulted in companies’ urgency to adopt commercial and operational softwares to fulfill their market’s requirements and achieve strategical leads against competitors. Information systems increase efficiency and the corporate alignment with demand, promoting automation, Omnichannel engagement, employees’ bounded rationality expansion, control and monitoring, fast deliveries, and a wider business perspective for each involved entity in institutional and collective bodies. Several organizational models are today’s adopters of digital transformations, which are scattered throughout their processes, leading to data centralizations and renewed operational procedures via automated and conventional working symbioses. Currently, day-to-day workflows are consummated not only by human efforts but also by computing contributions. Several new business opportunities emerged with electronic markets’ consolidations, whether for Business-to-Client or Business-to-Business types, leveraging technological consumers or, in certain cases, providing resources, maintenance, scale economies, and technical know-how in digital transformations (e.g. E-Commerce and Cloud Services). The following dissertation narrates one of Deloitte’s consulting projects for a Spanish Bank, more precisely, to its E-Commerce subsidiary in a Customer Support module. With a cloud Platform as a Service partnership (PaaS), Deloitte has offered a viable digital migration in the client’s call center division through the adoption of a low-coding cloud technology called ServiceNow. The offer is, in brief, the complete reconstruction and data architecture of a Customer Support module, as well as the delivery of a centralized Portal and Agent Interface (User Interfaces) for communication purposes and execution of all Order Case’s resolution tasks (Order Case Management). More precisely, the document will describe the Performance Analytics solution’s analysis, design and development phases, performed by the author and proposed to Deloitte and the X Bank client. During project developments, the author defined data centralization and ServiceNow’s spared analytical features as key resources to develop visual tools for organizational monitoring and control. That said, the present dissertation describes all stages conducted during the formulation of the identified solution, starting with Process Mappings of Deloitte’s ongoing project, for knowledge gathering reasons, until the KPIs delineation and their exhibit in dashboards created through ServiceNow solution’s implementation stage.