Our client is a leading provider of communication services connecting people through broadband devices worldwide. The Company’s network include session initiation protocol (SIP) based voice over Internet protocol (VoIP), network on the Internet enabling customers to turn their high-speed Internet connections into long-distance phone lines; allowing anyone to make and receive phone calls with a touch tone telephone almost anywhere a broadband Internet connection is available.
The purpose of the engagement was to help the client understand its customers’ analytical reporting requirements for monitored network call quality and customer care, how to best integrate analytical reporting into its business, and to fully implement a Business Intelligence (BI) solution.
Summary of Solution
HARKENDATA followed a proven BI methodology to capture BI tool requirements related to Call Quality, User Registration, and Call Detail Records; perform a BI tool selection; provide input to a BI roadmap; create report specifications; and develop, test, and deploy reports to a production environment. Some of the tasks completed by the HARKENDATA Team include:
- Interview multiple business data consumers and gather requirements – to identify key pieces of functionality needed for a BI Tool
- Define Requirements and High-Level Design for Reports/Reporting System – The HARKENDATA Team defined high level requirements for the reporting functionality. HARKENDATA led an initiative to evaluate several BI tools working with the BI vendors to collect information on features and pricing.
- Design, Develop, and Implement Reporting System – HARKENDATA installed and configured MicroStrategy software. In addition, HARKENDATA modeled the business information within the MicroStrategy tool.
- New Report Development – HARKENDATA collected reporting requirements and developed new reports within MicroStrategy.
In addition, HARKENDATA helped the client develop a Business Intelligence Competency Center (BICC). The BICC aides the client in identifying the root causes of network impairments, address customer churn, and improve cross-selling opportunities for marketing. This solution allows different types of users from multiple departments, including network call quality, marketing, sales, and customer care, to access information from the same platform while providing a standard requirements process for information requests. Additionally, this initiative will strategically position a new enterprise-wide reporting tool, while complementing their BI tool suite with a data mining application to perform exploratory data analysis and customer segmentation.
HARKENDATA differentiated itself from previous consultancies that worked with the client but had struggled to turn information needs into actionable analytics. HARKENDATA was able to deploy a complete BI solution in less than a year due to its deep experience in BI and continues to share an excellent client relationship with the client.