Monday, September 19, 2011

Guest post: Arise Virtual Solutions embraces BI on the tablet

We've been touting our capabilities on the iPad and other tablet devices for months now. But we thought it would be more interesting for you to read about how one of our customers is actually using HardMetrics Performance Manager on the tablet. We asked Matt Cormio, VP, Planning & Support Services for our client Arise Virtual Solutions to share his experience and plans for using HPM on the iPad. Here's what he had to say:

First of all, thanks to the guys at HardMetrics for asking me to contribute a guest post this week. We’ve been using HardMetrics Performance Manager (HPM) for over three years now, and it’s really made a big impact on the operations infrastructure at Arise. When we first started using HPM it was for management reporting and analysis, but we quickly realized it had even more value in the hands of our call center agents.

If you’re not familiar with Arise, we have a business model that is unique in the call center space. All of our call center reps are Arise Certified Professionals (ACPs) that we have B2B relationships with. The ACPs work from home and handle incoming calls on behalf of our customers, so there are no huge call centers with rows of desks and agents on their phones.

More than 3,000 of our ACPs currently use HPM daily to track their personal performance data and see how they did yesterday, last week, last month, etc. They know that their income depends on their volume and performance efficiencies, so they can log in at any time to see how they are performing vs. goal, and what they should expect to make at the end of their month, based on their stats.

Earlier this summer, I saw the news that HardMetrics is now available on the tablet. As an iPad user, I was intrigued, so I tested it out. And it worked perfectly. As any tablet owner knows, the real beauty of these devices is the ability to use them anytime, anywhere, anyplace. So now I have access to the exact same management data that we compile on HPM whether I’m sitting at my desk in the office, traveling on a business trip, or watching a ballgame on the weekend. An added bonus is that HPM doesn’t require any software or application downloads to run on the tablet. It’s easy to deploy and maintain, and doesn’t cost us any additional fees.

But what’s really exciting is the opportunity to roll this out to our ACPs. All of them are independent business owners who have set up their own IT infrastructure to contract with Arise. Many of them have an iPad, Samsung Galaxy Tab, Motorola XOOM or other tablet, and now have more freedom of choice in how, when and where they view their individual performance data. I even talked to one of my coworkers, who successfully used HardMetrics on his Barnes & Noble Nook – not exactly a device you’d think of for serious business applications.

We have big plans for HPM. By the end of the year, we expect another 5,000 of our ACPs to have access to the data, bringing us to a total of 8,000. Having HPM on the tablet gives this initiative even more energy, and I think it’s going to be a great asset for our fast-paced, work-from-home business model.

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