Resolve Integrates Yellowfin’s BI Solution Into its Case Management Platform

SOURCE: Yellowfin

Leading Australian software provider, Resolve, has integrated Yellowfin’s Business Intelligence (BI) solution into its Dynamic Case Management (DCM) platform, rebranding it as its ‘Resolve Intelligence’ reporting and analytics module.

The Resolve Intelligence (RI) module is now being offered to Resolve’s existing customer base and with all future DCM opportunities that Resolve pursues – not only within Australia and New Zealand, but throughout the globe.

Resolve Marketing and Alliances Executive, David Howard, said that incorporating a BI module in Resolve’s DCM solution provided customers with the analytical reporting capabilities necessary to explore their data in detail.

“Prior to integrating Yellowfin’s BI software, Resolve’s DCM solution contained basic reporting capabilities for transactional information, with Excel-based charts,” said Howard.  “However, more and more of our customers, who operate their DCM solution as either a complaint or investigative system, required automated reporting, advanced analytics and a quality presentation layer in a dashboard format.  We knew that failing to acquire this type of capability had the potential to impact our future sales success and that of our clients.”

By embedding Yellowfin’s BI solution in its DCM software, Resolve has empowered its clients to explore, analyze and present their case management data with ease, and uncover data-based insights quickly.

“Resolve Intelligence has given us interactive access to real-time data, via an intuitive and highly visual dashboard-oriented set-up, which enables all types of users to independently explore and analyze data to make better decisions,” said Jason Hughes, Web and System Support Officer for Resolve client, the Energy and Water Ombudsman of South Australia (EWOSA).  “Before implementing Resolve Intelligence, all our reporting had been Excel-based.  We were very keen to move away from that sort of manual spreadsheet manipulation, and provide some more advanced and efficient reporting alternatives.”

Hughes said that the Collaborative BI capabilities of RI – such as its PowerPoint-like presentation platform for BI content, Storyboard – were particularly important for sharing accurate and timely fact-based information to aid faster case resolution.

“Using Resolve Intelligence’s Storyboard functionality allows you to be sophisticated and professional in the way you present data, enabling you to easily share up-to-date data analysis and insights with other decision-makers,” said Hughes.  “We’re very positive with the journey that we’re on with Resolve Intelligence.  It’s so easy to develop new reports, charts and incorporate them into a dashboard that’s completely shareable and absolutely dynamic.  We’re empowering users with the real-time insight they need.

“Resolve Intelligence has made a huge impact.  The result is that our business has become a lot more efficient and we’re seeing those positive benefits every single day.”

Howard said that RI had enabled Resolve’s customers to organize their case information, investigate possible solutions, collaborate with others and ultimately make better data-based decisions.

“Users can identify trends and opportunities in each case, ultimately aiding faster, more effective resolution,” said Howard.

As a result, Resolve is now able to meet demand from existing customers for functionally rich reporting and analytics capabilities, capitalize on the new revenue stream created via its RI module, and better compete for new clients – all while using far fewer resources than if they were required to develop, maintain and support a comparable BI module in-house.

“Features customers relish the most include its ease of use, dynamic dashboards, drill down, drill through, breadth of collaborative features and sophisticated mapping capabilities,” said Howard.

Speaking about the partnership, Yellowfin’s General Manager for APAC, Patrick Elliott, said that Yellowfin was enjoying the opportunity to work with another innovative Australian-based software provider with global ambitions.

“Embedded BI has always been an important part of our market approach – that’s why our business model and technology strategy make it easy for our ISV partners to deliver world-class BI to their users quickly,” said Elliott.  “We’re particularly happy to be able to help another growing software company like Resolve expand their business, customer base and reputation for innovation.”

To give its clients access to the new RI module, Resolve developed a connector – a tool that dynamically reads the schema of the DCM solution and creates a datamart with all entities and defined relationships. Yellowfin accesses this data-mart. If RI reports highlight something that needs immediate investigation, Yellowfin (Resolve Intelligence) can directly access the DCM solution production database.

The standard RI reporting and analytics package offered to clients encompasses three dashboards, consisting of eight reports.

Some of the key metrics reported on within the initial RI starter pack include: Analysis of issues raised by complaints, geographic source of complainants, respondent performance and total time taken to resolve cases.

About Resolve

Established in 1994, Resolve is a global provider of Dynamic Case Management solutions – be that complaint, feedback, incident, membership, or other case management applications.  Resolve is a flexible and powerful application that has captured the attention of a wide user base including utilities, FMCG, automotive, health and transport industries, and is used as core business system by numerous Government Departments and Ombudsman’s Offices across Australia, New Zealand and abroad.  Resolve has a single purpose to deliver flexible solutions that meet its customers’ requirements.

About Yellowfin

Yellowfin is a global Business Intelligence (BI) and analytics software vendor passionate about making BI easy. Founded in 2003 in response to the complexity and costs associated with implementing and using traditional BI tools, Yellowfin is a highly intuitive 100 percent Web-based reporting and analytics solution. Yellowfin is a leader in mobile, collaborative and embeddable BI as well as Location Intelligence and data visualization. For more information, visit www.yellowfinbi.com