1. How WeDid The Investigations Episode 1: The Case of the
Defecting Customers Brought to you by and
2. Were Getting A Lot of Questions
Hi Everybody,
Were 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 clients
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 Level3 PANKAJKAPOOR
3. 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
TeradataCommunications 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 towww.teradata.com
4. Business Scenario:Defecting Customers
Equipment and services sales are down
Customer churn is increasing
Company isnt sure why, so hired BSI to take a quick look
5. 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
6. Client ArchitectureContact Center CorpLAN GoldenGate
Teradata Production 8 Nodes 5600H2 Nodes 5600H Standby Dev 2 Nodes
5550HTest 2 Nodes 5550H Reporting Informatica 48TB Order
Management
7. Telcos 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
8. 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
9. Fraziers Investigations Customers Are Defecting
13. Zoey Investigated Pricing What Callers Said to Contact
Centers
14. Zoey Investigated Installations On Time, SLAs Met
15. Max Investigated Cancellations Across Order Sources
16. Max Investigated Sources of Cancellations Drill Into
Contact Centers
17. Max Discovers Sales Drop-off Source Three Contact
Centers
18. Summary The Case of the Defecting Customers Jasons company
was experiencing dropping revenuesand 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 3Contact Centers, perhaps because they laid off some
employees CASE CLOSED
19. 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
