Provide automated interactive key performance indicator (KPI) reporting to corporate team and franchise owners for major auto parts retailer. The report shall provide overall performance and more specific franchisee drill downs depending on the viewer. Designated market areas (DMA) and system wide benchmarks was a necessity. Client desired reports generated and disseminated to each individual franchise owner with the additional security filters to ensure the owners could only view their stores metrics.

Three primary steps were established to provide the KPI report versions; data aggregation, report creation, and report deployment.

Data Aggregation

Before aggregation execution, automation processes were established to process and organize the various incoming raw data into a centralized data system to ensure accuracy and validity. Then the aggregation step would reference this base data to establish the desired summary views to report by store demographics, customer segmentation, marketing performance, and channel performance.

Report Creation

The solution result was a comprehensive set of dashboards. Individual dashboards were developed to highlight each KPI grouping with the ability to look at the current and previous months performance, complete with DMA and system wide comparisons. Store filters were introduced for those owners with multiple franchisees. Clear and straight forward dashboard navigation and other report interaction were implemented since many viewers did not have a strong technology background. Complete report suite included:

• CRM direct mail and email conversion with engagement and return on investment indicators
• Customer demographic dashboard indicating potential conversion by household makeup, registered car characteristics and distance from shop
• Offer performance overview
• Product category and product mix performance and comparison

Report Deployment

Report releases were delivered by email and available through a secure web portal. Appropriate authorization was in place to ensure franchise owners have insight access only to their stores.

Franchise owners were able to keep a pulse on their stores performance on a reoccurring basis. Allowing them to compare at the DMA and overall company level, the report provided key strengths and opportunities for improvement. In addition, owners have the ability to identify trending and seasonality of their business to assist with forecasting and planning. For the corporate team, the KPI report presented a complete performance view and another avenue to connect with the franchise owners.