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Business Intelligence Case Study - Service



Customer Profile

A leading multinational company in the business of maintenance of facility such as oil, gas, water, power, telephone and roads. Electronic marker balls that have RFID devices which communicate with the handheld devices are used to maintain the facility


  • Improved customer service and operational efficiency
  • Transparent service level compliance with performance scorecards and dashboards
  • 100% offshore leverage with fixed price work as high as 90%
  • Robust & flexible maintenance. Analytical information system to identify operational efficiency and drive strategic decisions

Technology Used

  • SQL Server Integration Services (SSIS)
  • Microsoft SQL Server
  • SQL Server Analysis Services (SSAS)
  • Microsoft Visio for Architects
  • Microsoft Office SharePoint
  • Performance Point Server


Customer partnered with Congruent to improve maintenance process by analyzing, understanding & reporting maintenance tasks and costs. Also needed to improve value chain analysis through a central repository of all site and process information


Customer Situation

  • Support performance improvement team through provision of unified site visit data
  • Improve maintenance process by analyzing, understanding and reporting maintenance tasks and costs
  • Aid strategic development process by providing evaluations of maintenance costs, income and profitability
  • Support increasingly stringent regulatory reporting of underground facility
  • Improve value chain analysis through a central repository of all site and process information
  • Provide analytical capabilities on maintenance

Congruent's Solution

  • Design and development of maintenance data mart and inspection data mart
  • Design, development, implementation and support in offshore model
  • Design and development of service level compliance analysis system
  • Design and development of maintenance data analysis system

Congruent's Key Challenges

Data capture system - Information such as facility data, owner information, Application type, placement date and GPS coordinates are transmitted back to transaction systems, through a standard RS232 serial port for enhanced resource management

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