Monitoring an enterprise’s key performance indicators (KPIs) in a challenging economic environment makes the difference between profitability and loss, exceeding or failing stakeholders’ expectations, success or failure. Agility is essential, but challenging to achieve without a comprehensive platform that enables executives to see the whole picture as well as each component in real time. Sodexo’s Client Intelligence Portal (CIP) platform integrates and aligns all information and operational data, creating a “one stop shop” that aligns to current and future expectations.
Understanding that there are different needs for each client, the portal is completely web-based and can be securely accessed via any common device. Client teams, Sodexo management and operational staff see the information simultaneously, fostering a collaborative relationship and facilitating enhanced performance. Time and effort are focused on what the data reveals, enabling teams to address issues and leverage opportunities supported by detailed information.
The Client Intelligence Portal can be customized based on client specifications and preferences. Users can add pages, create content, link to outside information and more, creating a highly interactive platform. CIP allows documents to be uploaded either by the client or by Sodexo for sharing; and while it is not a replacement for a full-fledged document management system, it is useful tool for sharing information. As a site prepares for deployment decisions are made regarding which KPIs will be included, how they will be displayed and who has access and at what level. They can be customized by service, with separate reports for facilities services, foodservices and more. And, users can select their favorite views to meet their individual needs.
CIP’s value to multi-location enterprises such as international corporations, universities or large healthcare systems lies in the ability to see across the whole account, in multiple languages and currencies. The platform is fully supportive of multiple languages, currencies and units of measures based on client needs. Clients can determine who has what access rights, pinpointing specific KPIs within a global service hierarchy or location hierarchy.
Clients can request new KPIs be added by informing Sodexo’s central support team who can then configure them. This relieves clients and client IT teams of the burden of performing these tasks. Client-specific applications can be added, and while the data has to be integrated or manually fed into the system, Sodexo can build the KPIs and start capturing the data right away, displaying it in a variety of configurable screens with different thresholds as required. CIP provides the ability to click on a KPI to drill down and show detailed charts and reports for that particular KPI. In addition, CIP provides users with the analytic capabilities to monitor data and make decisions for any service provided by Sodexo. For instance, real-time sensor data can be easily analyzed, providing information that is used to better regulate the building’s environment, improving the employees’ comfort and quality of life.
Sodexo derives great value from the CIP as well. For Sodexo employees, CIP provides ad hoc reporting capabilities above and beyond standard KPIs delivered through dashboard technology. With the experience gained from managing various global clients, CIP enables further examination of trends to improve client service and forward thinking from a strategic perspective. Furthermore this permits Sodexo to create benchmarks to continually improve processes, standardizing procedures to drive cost control, add value for the client, and enhance customer experience satisfaction and quality of life.
Kishore Agasthi is Group Chief Data Officer, IS&T for Sodexo, a global leader in services that improve Quality of Life, an essential factor in individual and organizational performance. Operating in 80 countries, Sodexo serves 75 million consumers each day through its unique combination of On-site Services, Benefits and Rewards Services and Personal and Home Services. Sodexo’s success and performance are founded on its independence, its sustainable business model and its ability to continuously develop and engage its 420,000 employees throughout the world.