Our client sought to build a data fluent workforce that’s able to understand data, leverage the tools effectively, and translate information into meaningful insights to expeditiously identify buying behaviors, make pricing decisions, create promotional sales, and drive revenue up.
Their dependence on central IT support team for report development & ad-hoc data requests had become a bottleneck with ballooning costs, delays, and disgruntlement among its employees. To empower its users better, our client invested in best-of-breed self-service tools & training but only one-tenth of the targeted user base adopted the data solutions while the rest continued to rely on intuition, inaccurate and incomplete data, or IT services for data and insights. The goal management had of enabling its users to be data-driven remained a distant dream.
Low data know-how
High dependence on IT Team
Low analytics adoption
Infocepts partnered with the retailer to understand the obstacles standing in the way of their team’s ability to access, understand, trust, and leverage the data and tools at their disposal. Our team interviewed users from seven departments to uncover their key challenges that included skill gaps with tools & data, common understanding of information, consistency in interpretation of insights. These challenges led to low user engagement and delays in decision-making.
We resolved the skill gap challenges through a combination of structured training programs facilitated by experts from both sides and through creating metadata tools and documentation. Our team helped create thriving user communities, organized events such as hackathons to create excitement amongst users and created forums for users to share their data success stories. We helped setup a data help desk with representation from data stewards & tool experts to clarify user queries at speed.
As part of the solution, Infocepts team worked with our client’s data owners, data stewards, and power users to develop a business glossary and a data catalog delivered through a collaboration portal. The portal enabled users to search for data terms, datasets, reports as well as collaborate among themselves.
- Active users almost tripled to about 1100 from 400 earlier
- 4X increase in the self-service adoption within the first 6 months, accompanied with a 60% drop in “lack of understanding” support tickets
- Through sustained training & change management, 250+ users emerged as data champions who championed the identification & implementation of new analytics use cases that improved business outcomes
- Within 12 months, analytics usage progressed from basic queries to advanced data science use cases such as correlations, forecasts, recommendation engines and more
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About the Client
Our client is a leading luxury travel retailer, selling as well as leasing space to 700+ marquee brands. Operating at airports and gallerias in major tourist attractions in over 28 countries, its stores employ over 9,000 people worldwide—all who create inspiring retail experiences for its customers.
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