For increased business performance and management, the structures of large organisations are often highly segmented. Without the right technology platform this can be challenging when business segments are required to share information that relates to service delivery across the enterprise. It can be resource intensive and increase the margin for error, severely compromising business efficiencies and customer experience.
For our client, separate departments were responsible for managing different data relating to the delivery of online movie services. The departments didn’t share data or communicate with each other, making it difficult to manage service delivery effectively. As a result, management only became aware of technical issues associated with the online movie delivery when a customer complained. This made isolating technical issues difficult and resource intensive. It also led to revenue leakage because the organization had no way of verifying customer claims.