Technology Record - Issue 27: Winter 2022

179 Analytics 365’s dashboards allow Osotspa to view how its employees are working on Microsoft Teams the network quality report is useful for her IT support team. “When I see a lot of activity and communication using the chat comparison board, it demonstrates that a project is in good shape,” says Pajaree. “The key is to ensure a best practice approach when scheduling meetings within Microsoft Teams, so that all activity can be captured on the charts. Meanwhile, the network quality report enables my IT support team to step-in and help individuals affected by poor connectivity before it impacts their work.” Analytics 365 is also helping Osotspa to change and re-evaluate behaviours and expectations. “For example, I was informed that my IT support person was not available,” says Pajaree. “Without the data, my initial reaction was to ask what had gone wrong. However, when I reviewed Analytics 365, I could see that the person had received a customer request at the end of the previous day, and then worked into the night with the customer to resolve the issue. The Analytics 365 dashboard showed all the one-to-one communication involved to service the customer. The support person had then taken time out to recover and was uncontactable. “The end result is that we have now shifted the IT support role into the evenings and added more people to receive customer support calls during the daytime. It has given the IT support person the flexibility to work when she needs to. Most importantly, it has removed any bias from what we cannot see and prevented us from making decisions without all the relevant information.” “ The analytics solution has provided us with the insights needed to confirm that flexible working is a viable business strategy” PAJAREE SAENGCUM, OSOTSPA R E TA I L & CG