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How We Did It: The Case of the Defecting Telco Customers
 

How We Did It: The Case of the Defecting Telco Customers

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This presentation shows the in-depth look at how BSI: Teradata investigators were able to solve their scenario so quickly. It also features some work done by Tableau. ...

This presentation shows the in-depth look at how BSI: Teradata investigators were able to solve their scenario so quickly. It also features some work done by Tableau.

To view the video, check out: BSI : http://www.youtube.com/watch?v=SJ6pjBZvgrM

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    How We Did It: The Case of the Defecting Telco Customers How We Did It: The Case of the Defecting Telco Customers Presentation Transcript

    • How We Did The Investigations Episode 1: “The Case of the Defecting Customers” Brought to you by and
    • We’re Getting A Lot of Questions …
      • Hi Everybody,
        • We’re the brains behind the scenes and wanted to answer your questions about “how we did it so fast.”
        • This little write-up will give you an idea of our client’s architecture and some details of the BI screens.
        • Take a look, and if you still have questions, shoot them to us.
      • Yours truly,
      • Neuman Hitchcock and Pank Kapoor
      BSI : Tableau Level 3 PANKAJ KAPOOR
    • Telco Gave Us Access to their Active Data Warehouse
      • This company has
      • 40M subscribers, ARPU (Average Revenue Per User) of $412.40/yr, churn of 1.5%/month
      • Teradata
      • 48TB Active Data Warehouse under our fingertips
        • 4-node dev/test system
        • 8-node ADW system, with 2-node backup, 3 yrs of data
        • Teradata Communications Industry Logical Data Model - contains integrated enterprise data, including product (MDM), customer, billing, contact center, order, call records, etc.
        • Right-time active data feeds from order entry, contact center, and web systems (< 15 minute latencies)
      • For more info about Teradata, go to www.teradata.com
    • Business Scenario: Defecting Customers
      • Equipment and services sales are down
      • Customer churn is increasing
      • Company isn’t sure why, so hired BSI to take a quick look
    • 3 BSI Investigators on This Case
      • Frazier was the Lead Investigator
        • Revenues stalling
        • Customers defecting
      • Max analyzed
        • Premature product rollout
        • Sources of cancellations
      • Zoey analyzed
        • Competitor pricing
        • Installation issues
    • Client Architecture Contact Center Corp LAN GoldenGate Teradata Production 8 Nodes 5600H 2 Nodes 5600H Standby Dev – 2 Nodes 5550H Test – 2 Nodes 5550H Reporting Informatica 48TB Order Management
    • Telco’s Architecture Details
      • Source Systems
        • Order Entry – 4.8TB, 218 tables
        • Contact Centers – 2TB, 159 tables
      • Mini-batch Extract/Transform/Load from
      • both SAP front-end and Siebel Contact Centers,
      • every 5 minutes
        • Together, about 80-90M records/day
      • Corporate edict/goal/SLA:
        • no reports on any data more than 15 minutes old
      • 25 BI analysts run about 625 ad-hoc BI queries/day
        • Generate 4,200 “standard reports” per day for 12 user groups
        • User population of 134 “power users”, 1,450 report recipients who are “active,” 3,288 overall
        • 247 alerts/day about unusual situations, KPIs at risk
    • BI Reporting Tool On Top
      • Reporting daily sales performance trends to senior managers categorized by channel, market segment, and product mix
      • Analyzing price points by product for pricing strategies that would positively impact revenue and simplify current customer pricing plans
      • Visualizing hundreds of sources of marketing, customer, and financial data to drive strategic and operational decision making
      Recently standardized on Tableau as the corporate BI reporting/visualization tool
    • Frazier’s Investigations Customers Are Defecting
    • Frazier’s Investigations Revenues Are Stalled
    • Max’s Investigations Premature Product Rollout?
    • Zoey Investigated Competitor Pricing Problem? ZOEY PICTURE
    • Zoey Investigated Pricing – What Callers Said to Contact Centers
    • Zoey Investigated Installations – On Time, SLAs Met
    • Max Investigated Cancellations – Across Order Sources
    • Max Investigated Sources of Cancellations – Drill Into Contact Centers
    • Max Discovers Sales Drop-off Source – Three Contact Centers
    • Summary The Case of the Defecting Customers Jason’s company was experiencing dropping revenues and increasing customer defections
      • BSI explored 3 hypotheses:
      • Premature product rollout
      • Aggressive competitor pricing
      • Installation issues
      • Based on data, we rejected all 3
      Drilling into the details exposed the real problem: Defections are coming from 3 Contact Centers, perhaps because they laid off some employees CASE CLOSED
    • Learn More
      • Can your company do something similar?
      • With Teradata analytic and data warehouse solutions, you can provide BI analysts with right-time access to integrated data and insights, an unparalleled foundation for Business Intelligence
          • Active Enterprise Data Warehouse
          • Communications Industry Logical Data Model
          • Industry Analytic Solutions
      • With Tableau Visualization and Reporting you easily build, see, and drill down into strategic and tactical reports, and dashboards
          • Tableau Products
          • Product Tour
          • Visual Examples
      • Contact us to get started:
        • [email_address]