Case study

    Optimizing operations with centralized dashboards and reports

    BIC’s IT operations were running on fragmented data from multiple systems, making it difficult to see performance across regions. By unifying those sources into real-time dashboards, the team unlocked stronger visibility, faster ticket resolution, and more efficient decision-making.

    Service

    Microsoft

    668d60e26eb959b4e5e2d66a_white bic-2-logo

    About the company

    BIC is an international company whose products can be found across the globe. Known for their pens, lighters, and razors, BIC provides the highest quality essential everyday products and is the #1 brand for quality and affordability.

    • Dashboards and reports
    • Digitalization
    • Integrations
    • Power BI
    • Office 365
    • Active Directory

    Challenge

    BIC's Group IT Services team needed to provide a more efficient and optimized service within the company. The Group IT Services team at BIC is responsible for assisting the company’s Centers of Excellence (COEs) with IT operational dashboards and reports that help them better monitor their service performance, optimize, and improve their respective service delivery to the business.

    Our team at Tero by Nortal worked directly with BIC’s Group IT Services team to go beyond the local and regional data and provide solutions that could centralize KPIs through updated dashboards and global reports, overseeing the information needed by COEs such as:

    • SLA - Service Level Agreement
    • Tickets response and resolution time
    • Tickets backlog and aging
    • Customer satisfaction
    • Demand status
    • Company assets

    Solution

    We focused on centralizing data and increasing the amount of information available, from a macro level referring to management issues, as well as from a micro-level of operational nature. The project included creating advanced and user-friendly reports in Power BI to retrieve information from various sources of origin, including Remedyforce, ServiceNow, Inventory Management (Snow Inventory), Active Directory and Excel.

    We also helped the Group IT Services team to consolidate information on users and company assets which were key to having an efficient and standardized process in place for their IT daily operations. The solution consisted of building Power BI dashboards to enable data combination between three different systems that contained helpful information but were working independently up to the moment. Combining data from Active Directory, Office365, and Snow Inventory in the right way, brought more visibility around how to polish their work.

    BIC’s IT Services team gained a global view of operations by partnering with Nortal to centralize dashboards and reports.

    Abstract geometric background with connected triangles. Features blue and pink gradients, representing technology, data, and interconnectedness.
    Abstract geometric background with connected triangles. Features blue and pink gradients, representing technology, data, and interconnectedness.
    Abstract geometric background with connected triangles. Features blue and pink gradients, representing technology, data, and interconnectedness.
    Abstract geometric background with connected triangles. Features blue and pink gradients, representing technology, data, and interconnectedness.
    Abstract geometric background with connected triangles. Features blue and pink gradients, representing technology, data, and interconnectedness.

    Results

    • Reduction of ticket aging.
    • Increased visibility and efficiency in the daily operations of BIC Group's IT Services team.
    • Significant and positive impact on the company's Centers of Excellence processes and performance.

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    Get in touch

    Get in touch

    Nortal is a strategic innovation and technology company with an unparalleled track-record of delivering successful transformation projects over 20 years.