Turning Fragmented Data in Mosaic Masterpiece

The Challenge What to Do With All the Fragmented Process Shards

One of Phoenix’s clients had a service delivery process that operated across several departments and third-party suppliers, including Sales, Procurement Operations, 3rd Party Warehouse Operations, 3rd Party Shipping, and Field Operations.

The scope and scale of this process were massive, with thousands of B2B customer orders commanding precise attention and synchronization every step of the way.

While relying on an inefficient brute force process entailing emails, one-off phone calls, written notes, and hours-long daily status meetings to try to keep track of everything, they realized there had to be a better way to gain control.

The key challenges they wanted to overcome were:

• Data Fragmentation (i.e., a lack of comprehensive visibility of the sales-to-delivery process).
• Message Fragmentation (i.e., insufficient communication of critical dependencies and milestones).
• Execution Fragmentation (i.e., poor handoffs and coordination between critical transition points; the right hand didn’t know what the left hand was doing and vice versa).
• Customer Satisfaction Fragmentation (i.e., missed customer commitment dates).

With their service delivery process in fragmented shards, they knew they needed a solution to bring them all together and form a single pane of glass that would help resolve their key challenges.

Phoenix Groups’ Solution Build a Mosaic Masterpiece Out of the Fragmented Process Shards

To build the digital service delivery process mosaic their client desired, Phoenix Group would partner with their client stakeholders to understand their current state of end-to-end business processes and primary pain points. After consultation, Phoenix would go on to design and develop a mosaic masterpiece inclusive of the following:

• A near real-time data ingestion pipeline that funneled data from disparate internal and external source systems across multiple business units and 3rd party suppliers into a single data warehouse.
• A web-based user interface (UI) that brought all key process milestones into a single universal view with estimated completion dates (ECDs) and actual completion dates (ACDs) depicting delivery progress.
• Coordinated service level agreements (SLAs) built on business rules that highlight potential service delivery jeopardies.
• KPIs that illustrate critical information for each stage of the service delivery process.
• Trending analyses that provide insights for each business unit to make more informed business decisions (e.g., adjust product inventory levels relative to upstream sales order demands).

By bringing the fragmented business processes into a single pane of glass, key stakeholders were finally able to effectively overcome their previous challenges and operate as a cohesive unit through reliable data and a highly efficient end-to-end service delivery process.