MCI Business Objects Case StudyDocument Transcript
United States of America
C U S TO M E R S E R V I C E
burden of reporting
1 Access information
quickly and easily,
data from multiple
1 BusinessObjects “We needed a tool that was—in my judgment —intuitive and easy to use. That's exactly
what we got with Business Objects.”
InfoView allow MCI Ron Briggs, Senior Business Intelligence Analyst Supporting Wholesale Services, MCI
to drill down into
data and sort it by
type, region, and
Lack of Accurate, Automated problem for many customers, but, in the end,
Briggs says, it brought the need for automated
BENEFITS Data for Customer Billing
query and reporting tools sharply into focus.
1 Gave customers
24/7 access to MCI is a market leader in the
critical information telecommunications business, serving BI Consolidates Data
1 Reduced billing thousands of customers monthly. But that Quickly and Seamlessly
errors and kind of volume creates an administrative
increased customer MCI turned to Business Objects to create a
satisfaction burden. Tracking dozens of factors
query and reporting infrastructure that would
consistently and accurately is essential for
capture accurate information across all lines of
timely remuneration. "When we’re generating
the wholesale business. According to Briggs,
multimillion dollar invoices every month, waiting
"We needed the ability to pull information at a
until the day after tomorrow to get information
moment's notice and from a number of
just can't happen," says Briggs.
dimensions. That included tracking calls by type,
Accurate billing and management is also
by region, by time of day, and by switch, among
critical for MCI's wholesale customers.
many other factors."
Lack of a regular reporting system left most
Briggs credits the business intelligence (BI)
customers not knowing their usage costs until
platform for meeting his team's requirements
the end of the month, well after it was useful
to drill through multiple layers of
in managing their business.
information, connect to multiple data sources,
MCI found manual ways to address the
and seamlessly use the web.
T E LE CO M M U N I CAT I O N S 161
“ Business Objects supplies us with much greater
details on how our communications services are
consumed. We have a much broader vision.
For example, we can track the trends and variances
of our customers' calls.
Moreover, the BusinessObjects query and reporting Moreover, MCI wholesale customers have much
infrastructure was up and running within five greater control over their business. Says Briggs:
months. It was also rapidly integrated with the "We have many different types of customers—from very
main data warehouse and supporting data marts, large telecommunications carriers to smaller resellers."
including a database for rate information and a The software, says Briggs, also provides for much
database carrying MCI's vast array of toll-free greater detail on how communications services are
information. being consumed. "We're generating many new
insights. For example, we can track the trends and
Data Available Anytime, Anywhere variances of our customers' calls."
Today, MCI uses BusinessObjects InfoView to
power a secure, web-based portal that allows MCI
wholesale customers to check and manage their
usage 24 hours a day, seven days a week. Requests
to change services are entered online. Provisioning
for new lines or other modifications is managed
within hours or days. Billing is rarely an issue.
MCI, Inc. is a leading global communications provider, delivering innovative,
cost-effective, advanced communications connectivity to businesses, governments, and
Global communications consumers. With one of the most expansive global IP backbones and wholly owned data
provider networks, MCI develops the converged communications products and services that are
the foundation for commerce and communications in today's market.