Creating a Single Source of Truth for Delivery Performance with an AI-Driven Health Index

Creating a Single Source of Truth for Delivery Performance with an AI-Driven Health Index
Solution Delivery Health Index
Solution Delivery Health Index
Industry High-Tech
Region US
Technology NucliOS
Context
Facing fragmented dashboards, inconsistent KPI interpretations, and limited visibility into overall delivery performance, a large-scale customer support organization partnered with MathCo to establish a single source of truth. We designed and implemented an AI-driven Delivery Health Index that unified 40 KPIs across 42 dimensions into one decision-ready metric. The platform processes 50M+ service requests and 100B+ data combinations, enabling real-time risk detection, dynamic KPI weightage, and proactive performance management at scale.
Problem Statement

The client aimed to gain a clear, consolidated view of delivery health across its customer support operations. While multiple KPIs existed across preparedness, responsiveness, and customer experience, there was no unified framework to evaluate overall performance or compare health consistently across dimensions such as business units, lines of business, customer areas, or supplier sites.

Data was spread across multiple enterprise systems and available at varying levels of granularity, making integration complex. The solution needed to process and manipulate datasets exceeding 10 million records while performing computationally intensive calculations without impacting performance. Additionally, the client required flexibility to dynamically adjust KPI weightages based on evolving business priorities, all while visualizing 40 KPIs and 42 dimensions within a single, intuitive UI.

Impact

  • The Delivery Health Index solution delivered measurable scale, speed, and business impact through a focused, agile engagement: 
    • Rapid Delivery: Designed, built, and deployed in just 3 months using agile sprints 
    • Cross-Functional Collaboration: Over 100+ hours of collaboration across business and technology teams 
    • Unified Performance Framework: 40 critical KPIs consolidated into a single, consistent health index 
    • Multi-Dimensional Visibility: 42 analytical dimensions enabling comprehensive, multi-angle assessment 
    • Enterprise Integration: 5+ enterprise data sources seamlessly unified

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