In this work is discussed a case study of a business intelligence-BI-platform developed within the framework of an industry project by following research and development-R&D-guidelines of 'Frascati'. The proposed results are a part of the output of different jointed projects enabling the BI of the industry ACI Global working mainly in roadside assistance services. The main project goal is to upgrade the information system, the knowledge base-KB-and industry processes activating data mining algorithms and big data systems able to provide gain of knowledge. The proposed work concerns the development of the highly performing Cassandra big data system collecting data of two industry location. Data are processed by data mining algorithms in order to formulate a decision making system oriented on call center human resources optimization and on customer service improvement. Correlation Matrix, Decision Tree and Random Forest Decision Tree algorithms have been applied for the testing of the prototype system by finding a good accuracy of the output solutions. The Rapid Miner tool has been adopted for the data processing. The work describes all the system architectures adopted for the design and for the testing phases, providing information about Cassandra performance and showing some results of data mining processes matching with industry BI strategies.

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In this paper is analyzed a case study of an upgrade of an industry communication system developed by following 'Frascati' research guidelines. The goal of the proposed model is to enhance the industry knowledge Base-KB-by acting directly on information communication system improvements and data system integration, enabling automated process and data processing. The paper follow all the steps performed during the project development: the preliminary data infrastructure design, the information infrastructure improvements, and data processing. Data processing is performed by a calculus engine embedding data mining association rules and Artificial Neural Network-ANN-predictive algorithms thus improving the research. The calculus engine has been implemented by a multiple variables model where the contract data are preliminary processed in order to define functions classifying the operation processes and activating automatically the service process management. The business intelligence-BI-operations are performed mainly by the calculus engine optimizing industry performances. The goal of the paper is to show how research and development-R&D-can be applied by gaining and optimizing the knowledge and processes of an Italian industry working in car services. The project has been developed with the collaboration of the industry ACI Global working in roadside assistance services. By means of a research project resources, the information technology-IT-infrastructure has been improved by new solutions of the communication system and of the data transfer. The proposed case of study provides a model and a guideline to follow in order to apply research in industry acting directly on data and information network.