BI software big in customer service, says Gartner


BI software big in customer service, says Gartner

Cliff Saran

Business intelligence (BI) software is increasingly being deployed to improve customer service in end-user businesses, a survey from analyst Gartner has found.

38.8% of respondents rated improved customer satisfaction as the primary benefit expected when implementing BI as part of any enterprise application project. The secondary benefit was increased profit management at 27.6.

End-users surveyed by Gartner highlighted data quality, BI scorecard and BI framework development as the most important priorities at 68.4%, and 65.2% respectively.

Gartner predicted that by 2012, suppliers will provide over half of the skills and capabilities to support the implementation of business intelligence and performance management in end-user businesses.

As BI projects evolve into fully fledged IT strateggies, Gartner expects users to buy consulting services to implement BI rather than buy off-the-shelf software.

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