Customer Contact Analysis

•   - Drawing up management reports with the defined performance indicators on the basis
  
      of established business intelligence tools (Business Objects, Cognos or MicroStrategy).

•   - Ad-hoc analysis of the usage data with the aim of:

•       - observing and understanding consumer behavior,

•       - identifying new needs and potentials or new target groups.

•   - Summary of results; review and improve processes.
•   - Deriving further potential for optimization.

The completion of this phase is the set up of an ongoing evaluation of service quality with the aim of ensuring that performance coefficents are maintained and sustained. The findings of this phase often trigger the planning of the next release with the re-entry into the requirement analysis phase.