The Business Intelligence Blog

Not a suprising story for a BI professional but certainly very interesting read. Good to see BI spreading to all types of businesses.

Read the story at Computer World -

Valle says Papa Gino’s began considering BI tools about two years ago. Early last year, the chain chose the Cognos 8 product line and began installing the software.

Customer satisfaction levels improve, he says, if pizza buyers are given more accurate delivery times, even if the time window they’re given is longer — maybe 30 minutes as opposed to 20. He adds that Papa Gino’s could already tell from the point-of-sale system at a restaurant what time an individual order was received, when the customer was promised delivery, when the employee making the delivery left the store and when he or she returned. But before the BI tools became available, that information was stored in spreadsheets and was hard to access.

Papa Gino’s executives now use Cognos 8 to analyse the data and look for exceptions, both positive and negative, in an effort to improve delivery-time estimates. Valle says he thinks the analysis results will help show restaurant managers how to ensure that customer expectations are set correctly, and possibly how to speed up deliveries.