Atlas Copco: building a scalable analytics support organization for enterprise data platforms
BW4HANA
PowerBI
ServiceNow
Atlas Copco is a global company with over 53.000 employees. They are a leading provider of innovative compressed air and vacuum solutions, energy solutions, pumps, power tools and assembly solutions. With their slogan ‘There is always a better way’, their strength lies in the innovative spirit and bottom-up initiatives by empowering the business units.
The challenge
Due to its decentralized structure, data is scattered throughout Atlas Copco’s business units.
In order to counteract the typical issues (incorrect or contradictory reporting, significant manual work, etc), Atlas Copco launched the Polaris Platform: a data & analytics initiative that aims to collect data across all business areas.
The Polaris Platform went through a whole development journey, and by the end of project-oriented development cycle, it became clear that a dedicated platform support organization was required.
Our solution
Scope & workload estimation by conducting a series of stakeholders interviews (consumers & providers),mapped on to the ITIL framework.
Implementation of analytics oriented service process both functionally (process definition& instructions, collaboration model, …) and technically in the ITSM application (ServiceNow).
Operational day-to-day execution of the support processes, in cooperation withAtlas Copco data experts.
The business value
Clear entry point for end users if they have any issues, requests, questions …
Faster resolution times for incidents & support requests
Clear separation of responsibilities between development team & support leading to increased service ownership
Improved efficiency a quality of financial month-end closing (as deadlines are short in this period).
735
Incidents handled in 1 year
1 day
Average resolution time
3,9/4
Customer satisfaction
