Improving the telecoms customer experience using BI solutions
Many telecoms service providers lack the ability to exploit the data and information they hold about their customers, products and other valuable assets. This data is invaluable in helping a service provider gain insights into customer churn, optimise the customer experience, understand market segments and speed up the development and delivery of services.
Implementing business intelligence (BI) solutions can help deliver these insights by integrating, analysing and exploiting the considerable amount of data that service providers have at their disposal to provide a sustainable, competitive edge in the market.
However, deploying BI technologies brings business and technical challenges. Considerations such as the level of business involvement and commitment, the number and types of users to be supported, total cost of ownership, data quality and integration, and requirements for data latency all impact how successful service providers are with their BI implementations. Overcoming these hurdles can bring enormous rewards for a service provider.
Implementing business intelligence (BI) solutions can help deliver these insights by integrating, analysing and exploiting the considerable amount of data that service providers have at their disposal to provide a sustainable, competitive edge in the market.
However, deploying BI technologies brings business and technical challenges. Considerations such as the level of business involvement and commitment, the number and types of users to be supported, total cost of ownership, data quality and integration, and requirements for data latency all impact how successful service providers are with their BI implementations. Overcoming these hurdles can bring enormous rewards for a service provider.
Executive summary
In a nutshell
Key messages
Implications for service providers
Implications for suppliers
Business imperatives
Business drivers for service providers
External forces
Internal forces
Telco domains impacted by business imperatives
Customer management
Revenue management
Network management and optimisation
Technical imperatives
Data trends and requirements
Keeping data in silos restricts its potential
Keeping pace with exponential data growth
Diverse data sources
Operational decision-making
Avoiding ‘blind spots’ in the business
Business benefits of BI for the service provider
Treating data as a strategic asset
Identifying profitable customers
Combating churn
Improve internal productivity
The building blocks of BI
Using BI to make better decisions
What is a business intelligence solution?
Strategic and operational BI
Technology considerations
Data management and data integration service layer
Analysis service layer
Application service layer
Information access and presentation service layer.
The market landscape
Deployment considerations
Secure executive sponsorship
A solid data foundation is a precursor to success
Setting up a BICC will help consolidate expert decision-making and BI resources
Leverage smarter analytics for more forward-looking BI
Broaden the scope, reach and value of BI
Consider new deployment models
Moving towards realtime BI
In a nutshell
Key messages
Implications for service providers
Implications for suppliers
Business imperatives
Business drivers for service providers
External forces
Internal forces
Telco domains impacted by business imperatives
Customer management
Revenue management
Network management and optimisation
Technical imperatives
Data trends and requirements
Keeping data in silos restricts its potential
Keeping pace with exponential data growth
Diverse data sources
Operational decision-making
Avoiding ‘blind spots’ in the business
Business benefits of BI for the service provider
Treating data as a strategic asset
Identifying profitable customers
Combating churn
Improve internal productivity
The building blocks of BI
Using BI to make better decisions
What is a business intelligence solution?
Strategic and operational BI
Technology considerations
Data management and data integration service layer
Analysis service layer
Application service layer
Information access and presentation service layer.
The market landscape
Deployment considerations
Secure executive sponsorship
A solid data foundation is a precursor to success
Setting up a BICC will help consolidate expert decision-making and BI resources
Leverage smarter analytics for more forward-looking BI
Broaden the scope, reach and value of BI
Consider new deployment models
Moving towards realtime BI
LIST OF FIGURES
Figure 1: Customer, product and asset data is widely distributed amongst different telco systems
Figure 2: The functional layers of a BI solution
Figure 1: Customer, product and asset data is widely distributed amongst different telco systems
Figure 2: The functional layers of a BI solution
