Denna studie undersöker hur Business Intelligence (BI) används för att stödja datadrivet beslutsfattande inom affärssystem och CRM-miljöer, samt vilka faktorer som påverkar BI:s nytta i organisationer. Studien bygger på en webbaserad enkät med 32 respondenter från olika branscher och yrkesroller. Resultaten visar att BI används frekvent och upplevs förbättra kvalitet och hastighet i beslutsfattandet, men att potentialen att identifiera affärsmöjligheter och driva innovation inte realiseras fullt ut. Utmaningar kopplade till användarkompetens, datakvalitet, systemintegration och bristande självservicefunktionalitet framträdde som centrala hinder. Studien visar att BI:s värde påverkas mer av organisatoriska och mänskliga faktorer än av tekniska aspekter.

 In an increasingly data-driven business environment, Business Intelligence (BI) systems have emerged as critical tools for organizations seeking to enhance the quality, efficiency and strategic value of their decision-making processes. This study investigates the potential of BI to improve business analysis and decision-making through streamlined data management, real-time analytics, and automated reporting functionalities. Adopting a quantitative research approach, empirical data was gathered from BI users across a range of industries to identify common usage patterns, evaluate perceived benefits, and uncover prevailing challenges in implementation and adoption. The results demonstrate that BI systems significantly contribute to higher decision quality and increased operational efficiency, particularly when integrated with self-service functionalities and Customer Relationship Management (CRM) platforms. Respondents reported that the ability to independently access and analyze data fosters a more agile and informed decision-making culture. However, the findings also reveal persistent barriers, including insufficient user training, risks of data misinterpretation, and ethical concerns surrounding the responsible use of data. These limitations underscore the importance of aligning BI implementation with organizational strategy, user competence, and governance frameworks. Overall, the study deepens the understanding of how BI can be effectively leveraged to support data-driven processes and strategic decision-making, offering practical insights for both practitioners and researchers in the fields of information systems and business analytics.