Business Intelligence Analytics

What is Business Intelligence Analytics?

Business intelligence analytics refers to the process of collecting data and then using artificial intelligence and machine learning to identify trends, patterns, and relationships within the data so that businesses can make data-driven decisions.   HSCAMP’s Business Intelligence (“BI”) analytics aggregates data from various sources, including sales CRMs, Google analytics and social media feeds, and presents it through visualisation-based dashboards, automated data discovery, and data storytelling enabling businesses spot trends, manage risk and to act faster on the opportunities buried in their data. 

Real world examples of how BI analytics can help businesses make data-driven decisions include:

 

  1. Identify trends and patterns: BI analytics can help businesses identify trends and patterns in their data, such as customer behaviour, sales trends, and product performance. This information can be used to make informed decisions about marketing, sales, and product development.
  2. Predictive analytics: BI analytics can also use predictive modelling to identify future trends and behaviours. For example, a health and social care provider can use predictive analytics to forecast demand for certain services or treatments during specific times of the year.
  3. Real-time reporting: BI analytics can provide real-time reporting on key performance indicators (KPIs) such as sales, inventory levels, and customer satisfaction. This information can help businesses make quick decisions based on up-to-date data.
  4. Dashboards and visualizations: BI analytics can present data in a visual format, such as dashboards and charts, which can help business executives and managers quickly identify trends and patterns.
  5. Data exploration: BI analytics can enable businesses to explore their data in depth, which can help identify new opportunities or areas for improvement.

How BI Assists with Complaint Management?

For complaint management in health and social care settings, HSCAMP’s BI analytics takes complaint data, such as the number, types, and location of complaints, as well the channels through which complaints are received, and the time taken to resolve complaints and combines it with data collected from other sources so that health and social care providers can gain a more holistic view of their patient interactions and identify potential issues that may be causing complaints.

By integrating complaint and sales data, for example, some of the following insights could be gained which may not have been obvious if data is held within various sources, locations, or individuals.

  1. If a particular product, services, treatment, or procedure is generating a high volume of sales but also a high volume of complaints, it may indicate a quality issue that needs to be addressed.
  2. If a particular sales channel, physical location, or individual is generating a high volume of complaints, it may indicate issues with the sales process that need to be addressed.
  3. If a high volume of complaints is related to billing or invoicing, it may indicate a need to improve the sales process around payment collection or patient communication.
  4. If high volume of complaints is related to poor patient experience, it may indicate a need for staff to receive additional training on effective communication and/or the treatment they are providing.
  5. If it is taking an unreasonably long time to resolve complaints it could indicate deficiencies with the quality of the complaint handling, the staff or with the businesses’ complaint handling procedure.
  6. If a trend is identified where a high number of complaints are being received through a particular channel, such as social media, response times can be improved on that channel.

An integrated BI solution can provide a snapshot of your business in real time, enhance reports by automating mundane task, monitor and track key performance indicators (KPIs) related to complaint management. This data can be used to identify areas for improvement and measure the effectiveness of complaint management processes.  BI analytics can help health and social care providers to improve their complaint management processes, leading to higher levels of patient satisfaction and improved clinical outcomes.

The Hidden Gem

HSCAMP’s BI analytics offering can not only be used to improve the complaint’s management process but can be used to inform a wide range of business decisions, such as identifying new opportunities for growth, improving operational efficiency, and optimising marketing and sales strategies. It can also be used to monitor and track other non-complaint related key performance indicators such as sales revenue, customer satisfaction, and employee productivity.  So, with HSCAMP’s Business Intelligence Package, not only do you make your complaint handling process better but take a big step forward to winning in the marketplace at a fraction of the cost of an off-the-shelf BI analytics platform.

Our Mission

The mission of HSCAMP is to provide Health and Social Care providers with the tools and insights to turn dissatisfied patients into satisfied patients and to provide an independent adjudication service for patients who are not satisfied with the resolution proposed by the Health and Social Care providers’ internal complaint process.

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