TRR Securitias offers a wide range of services to clients in the insurance industry. In video 1, Renato discusses how Tableau allows the company to be quicker and more efficient. In video 2, he shares the story of how they were able to identify and fix a bottleneck in their process. In video 3, Renato talks about working with Tableau partner, Head Innovations. (All videos in Portuguese)
Tableau: What has Tableau meant for your company?
Renato Chapchap, Superintendent of Operations: Today, Tableau has become essential. A month ago, we made a change of server in which we went two days without Tableau, my supervisor of an area of operations came and begged at my desk Put Tableau on the air, I can't work without the tool, We understand that Tableau is not just a tool, it's changing the company culture.
It's surgical, it tells you, oh, you have to act here because of that. Nowadays we practically don't go looking for where the problem is, it's already... signaling that. I think that, in terms of productivity, we increased quite a bit. Today we can do more with less. Now, we have even had a reduction of resources in the area of operations through agility, through quick information, because of the Tableau tool.
Tableau is not just a tool, it's changing the company culture.
Tableau: Has Tableau helped you become more efficient?
Chapchap: We had very large productivity gains. It took a lot of man hours working on some reports that today are ready beforehand, automated. With the tool, I think the gain in terms of response time is very large, it's very large. And economies of scale are also very large. It's something you do for a client or for an area. You can do a rollout of it for the entire enterprise in one click, it's very simple.
Tableau: Would you recommend Tableau to others?
Chapchap: Today, after almost a year and half, using the Tableau tool, I would recommend it to almost everyone, except for my competitors.
A data-driven process for problem-solving
Tableau: Just how speedy has Tableau made your business?
Chapchap: Today when we talk about automation of some reports, we can gain in scale, gain flexibility, some reports we issued monthly, could be issued biweekly, weekly and if the customer needs it, even daily, because the report is ready. That is, the effort that we'll have to make providing that information is the same, it's a click. That's basically it, so today we have a very quick response time for the client, for any request for any information, in any report.
A data-driven process for problem-solving
Tableau: What’s a situation where Tableau was crucial?
Chapchap: There was a specific process, in the operations area, it was one of the most critical processes in the area of operations. I had gotten the message very clearly, dive into that process and fix it.
When we simply measured the process from beginning to end we saw that it was delaying a cycle, it was taking cycle time above what it should have, but we didn't know exactly where to act, but where... in which step of that workflow the bottleneck was.
When we plugged Tableau into the databases, we found some other data, some intermediate dates where we managed to isolate the ones responsible
for each step of the process. So we found exactly where the bottleneck was in that process, we were able to make an action plan and it's now a fully controlled process in terms of mean and standard deviation in cycle time.
That was something that Tableau provided that before, in the reports that we took directly from the system.
Tableau: So Tableau helped you see what was wrong?
Chapchap: We were a little lost as to where to act, where the root cause of that problem was, we couldn't see it directly. We found that it was a, then it was much more a laboratory, right, let's test here, let's test there, but in fact we had not gotten to the root cause until Tableau brought us - Look! It's that agent, it's that step of that process that has the cycle time above our expectation. We're going to understand why and we´re going to act here.
Quick responses, strong support
Tableau: Is there local support for Tableau?
Chapchap: Later when we went to Tableau Server, we contacted... Head Innovations here in Brazil, where they give advice on any purchase of Tableau Server, and from that moment they became our contact, our focal point for Tableau here in Brazil, for any problem, any question or assistance, or support we need, we contact them directly.
Tableau: Has this been helpful?
Chapchap: I think having that local contact is very important, even for a little help for us and to grow along with the tool. and they had a very proactive position as follows - Look, we'll help you and we want you guys to retain the knowledge here, that is, it wasn't an attitude of "I want to create a dependency on Head Innovations for the company," I think that it was an attitude which... I found very noble. They want to pass on that know-how about how to deal with... how to work with the tool, how to fully exploit the tool, they want to pass that on to us, for us to retain that knowledge.
I think that was key, and local support is very important because the tool, as I said earlier, has a phase of maturation in the company's culture. So today, it may be that we don't need so much support, tomorrow, it may be that we will need more, after tomorrow, much more.
So it's always nice to have someone close by and be able to rely on that, on a phone call, we have a direct phone number of the associates at the company if a quick response is needed.