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IBM - Business Intelligence Solution – New Version

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: IBM, Armonk, NY
Company Description: IBM is a values-based enterprise of individuals who create & apply technology to make the world work better. Today, more than 377,000 IBM employees around the world invent and integrate hardware, software and services to help forward-thinking enterprises, institutions and people succeed on a smarter planet.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Business Intelligence Solution – New Version

Nomination Title: Inquiry Metrics & Management System on Watson Analytics

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:

Providing the proper level of support to the sales force of any company is crucial in driving the desired revenue targets. IBM is no exception and metrics to provide management with insights into the level of support being provided are critical. With approximately 300 analysts in our organization supporting nearly 40,000 sellers and sales managers world-wide, a clear understanding of the support provided is required to ensure the highest levels of satisfaction.

One of the most critical areas of support is responding to and answering inquiries submitted to the analysts from sellers with incentives related questions and issues. The initial version of the tool we used for the gathering of data and analysis associated with the Inquiry Metrics & Management system was very laborious. Multiple reports were used in the past and analysis for the data provided was extremely time-consuming and limited. In the new version utilizing IBM Watson Analytics, IBM’s smart data and visualization service on the cloud that helps just about anyone quickly discover patterns and meanings in their data, we are able to consolidate reporting being done by four different geographies into one consolidated dashboard.

Using IBM Watson Analytics, the team was able to create a dashboard for executives and managers to easily analyze data gathered from the Inquiry Database. We have been able to take over 100,000 data points and quickly and easily bring them into a simple and insightful set of focused visuals as a way to present the data.

With the dynamic filtering capability of the dashboard that is available, the user is now able to select what information they need. Users can review data from a worldwide level and drill down to the individual geography/country level. We now have this single dashboard as the sole source information instead of having multiple reports for multiple user groups.

Metrics is a key way for us to measure our performance. With over 25,000 inquiries submitted annually, we can now quickly analyse all submitted, closed, and reopened inquiries in the Inquiry Database by sellers and sales managers. We are also able to analyze the root causes, actions taken for each inquiry that is closed, and the reason inquiries are reopened. As an example, we can easily show users what type of inquiries we are receiving from our sellers so we can take the necessary proactive actions to minimize any future impact or disturbance to our sellers.

With the migration to the Watson Analytics Dashboard for Inquiry Metrics, the time associated with analyzing data was reduced by 80% and management can quickly see the areas needing focus. Furthermore, the depth of analysis is much more thorough, providing better insights into the overall process and the level of support being provided to our sales force in order to make them more productive and satisfied.