Case Study: Business Connexion achieves faster, more accurate incident reporting and improved service delivery with Information Builders (WebFOCUS & iWay)

Business Connexion Ups the Ante With Analytic Environment for Incident Reporting

Business Connexion, a leading South African ICT systems integrator serving over 1,300 clients, faced growing pressure to deliver faster, more accurate incident and service reports to meet governance requirements and improve customer service. The company needed to synthesize disparate data sources, speed complex reporting, standardize workflows, and give users across the organization (and customers) self-service access to timely incident and performance information.

Information Builders’ WebFOCUS platform with iWay DataMigrator and Service Manager, plus ReportCaster and a restructured SQL Server data warehouse, automated ETL, consolidated a single source of truth, and delivered interactive dashboards and ad hoc reporting. The BPM and KPI-driven solution standardized service levels, enabled self-service reporting, and automated distribution (about 3,000 reports/day, 150,000 site hits/month), cut manual reporting effort by 25–30%, improved SLA management and visibility, and allowed reporting to become a profit-driving business asset with projected 10–20% growth.

Business Connexion

Andre Van Der Merwe

Senior Manager