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John Hancock, Business Manager - Rhondda Cyon Taf County Borough Council
"Since then, we’ve also introduced Connect for online booking and Join@Home for online joining, and at the start of last year we decided to add Gladstone’s new business intelligence and reporting tool, eyeQ, to the portfolio.
Before taking on eyeQ, we were using a combination of other reporting tools, but there were limits to what we could achieve with these and we still had to produce a number of reports manually. In contrast, eyeQ appeared to be a simple, straightforward reporting tool that promised to be not only accurate but also customisable to our specific needs.
One of the features of eyeQ that we like the best is the Query Builder, which is extremely easy to use. As long as you have a reasonable understanding of your database, producing specific data extracts is simple, while the ability to export to Excel means the reports you create can be easily viewed and understood by both senior office and operational staff.
The biggest impact eyeQ has had on our business is that everyone is now reporting usage, membership details and financial information in the same way, from the same source, instead of querying the data in different ways from self-built reports and getting slightly different results. Combined with the fact that most people find reports in an Excel format easier to interpret, this means that frontline operational managers now have reliable, quite high-level financial information and membership data at their fingertips, allowing them to make better-informed business decisions and recommendations.
For example, information provided by eyeQ reports recently gave us the confidence to overhaul our memberships system and pricing structure to make it much more streamlined. In another instance, we made changes to our corporate membership renewal process after an eyeQ report identified a high percentage drop-off in corporate membership numbers at the annual renewal point.
At site level, eyeQ reports are helping managers to keep abreast of fluctuations in class numbers and identify patterns, so they can better assess the viability of each class and make informed decisions about future programming.
So far, we’ve been very happy with the ability of the eyeQ Query Builder to fulfil our reporting needs, but we’re aware that should something more specific crop up in the future we also have the Custom SQL feature to fall back on.
Next on the agenda though, we are looking to introduce Gladstone’s Business Process Manager (BPM), and link this to eyeQ. The goal is that BPM will use eyeQ reports to automatically email or text customers based on specific criteria, as well as automating direct debit cancellations and other business processes that are currently heavily dependent on staff time.
As a customer of Gladstone for 16 years Rhondda Cyon TAF also uses:-