After relying on manual non-relational databases with fixed configurations for warranty claims and for access to management reporting, heating and appliance manufacturer Rinnai Australia searched for a better solution.
The heating manufacturer required time-consuming external hard coding to allow non-standard access or changes to its databases for special warranty claims, had limited access to online information and was reliant on non-relational, manual databases with fixed configurations.
As part of an enterprise-wide business intelligence (BI) change process, which reviewed the incumbent BI and reporting tools over several months and other commercial BI products, Rinnai Australia selected Web-based Cognos 8 BI, and Cognos 8 Planning to document its service and warranty information.
Rinnai Australia systems architect Joseph Bojilov said that although this information was known by employees, it was not documented adequately.
"A high proportion of service and warranty demand for our products is due to external factors, but it is useful to catalogue all such reasons to determine issues of recurrence," Bojilov said. "While people in the organization had this knowledge, it was not well captured and documented, so we wanted to minimize business risk by capturing and analyzing that information."
After a three month review of available solutions, Rinnai undertook a pilot project in October last year to analyze and report service and warranty data. It expects to roll out the system this month with sales reporting beginning in March before expanding enterprise-wide.
"On a wider scale, we expect Cognos will allow business users to analyze information rather than just collect and collate it, and also to gain access to a wider variety of reports wherever and whenever they are needed," Bojilov said.