Supercharging Performance
Insights in Action
- USA
- $3B - $4B Annual Revenue
- Industry: Transportation
Background
Our Client is a global transportation & logistics service provider that struggled to navigate uncertainty in the post-Covid era. Mounting inflation, turbulent supply chains, and changing customer expectations led to a reactive approach to strategic decision making. Our Client struggled to modernize performance management efforts across the company and enlisted our support as a trusted partner to augment decision making with data. Together, we built a cloud analytics platform to serve actionable insights across the organization.
Opportunity
Our Client faced extended delivery times, employee turnover, and declining revenue growth in the months following the pandemic recovery. These challenges presented a ripe opportunity for a single source of accurate, data-driven insights to monitor, predict, and ultimately improve company performance. Together, we faced several roadblocks along our journey, including:
• A fragmented data & analytics strategy
• Siloed, inconsistent data
• Manual data analysis
• Reactive decision making
A True North Star
Improving our Client’s performance was not just a matter of implementing new technology, but one of refining strategic goals and effectively capturing progress towards those goals. As such, we worked closely with our Client’s executive team to define cross-functional strategic goals: boosting revenue growth, improving internal processes, and reducing employee turnover. From there, we defined a set of KPIs and quantifiable targets for each strategic initiative in accordance with Kaplan & Norton’s Balanced Scorecard. By standardizing goals across business functions and eliminating superfluous metrics, a true north star emerged.
Armed with a robust KPI framework and quantifiable goals, we worked to build a central Insights Hub to display historical and predicted performance against these targets. This single source of truth unified executives and paved the way to support proactive, informed decision making across the organization.
Under Budget and Ahead of Schedule
To improve operational efficiency, we defined KPIs to measure improvements in internal processes. These included % of on-time shipments, average load and unload times, and average shipment time. Our Insights Hub displayed a real-time feed of these KPIs against their targets, including predicted outcomes based on the current situation. This allowed decision makers to adjust on the fly, receiving instant feedback into the quality and timeliness of their decisions. The result was a steady improvement in process efficiency over time, translating into improved profitability.
Better Talent, Better Results
To combat rising employee turnover, we defined new KPIs around talent management, an area previously lacking analytical depth. These metrics included employee net promoter score (NPS), interview to hire rate, and voluntary attrition. With the aid of predictive insights into the results of their actions, our Client's HR leadership began taking proactive measures to improve employee satisfaction, adjust hiring techniques, and improve internal training practices.
Lasting Impact
Within 12 months of beginning our relationship, our Client experienced drastic improvements across multiple facets of their business. Executives worked towards common goals with a foundation of tangible metrics and real-time insights into leading and lagging indicators of performance. Operational efficiency rose, employee attrition declined, and revenue began growing for the first time since the onset of the pandemic.
Overall, our Client earned a 180% return on investment within the first 18 months of working with us as their trusted partner. We continue to support our Client’s transformation into an insight-driven enterprise, providing strategic guidance and a plethora of analytical resources to get the job done.
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