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[business intelligence]
Analyze...Interpret...Model...Present Churn Analysis Tool Designed and implemented customer churn analysis tool. Gathered data in their data warehouse into a database model for 3 lines of business (Phone, Internet and TV). A front end web tool was built using Java, extJS and Silverlight that allowed the users to analyze the data to determine the factors that influence churn. Using the information, changes were made to the business processes within the organization. Dashboards Dashboards allow individuals to focus on their specific objectives. MSi customers have seen significant improvements in productivity as a result of focus. Tailored key performance indicators bring attention to what needs to be done to stay in line with corporate objectives. From the sales floor to the executive suite there are manager configurable dashboards to present relevant information quickly, accurately and clearly. Proven to reduce employee error and allows you to identify exceptions faster and easier. Architected to take into account changes in strategic objectives each KPI is role based and table driven. Management can even change KPIs to accommodate special promotions, or local conditions. KPIs can even be adjusted automatically by changing trigger levels from above. Conditional changes can also be configured to automatically waterfall downstream to managerial and operational dashboards. Event Based Metrics MSi developed an Event Based model in order to create logical relationships between key customer events with call traffic mapping back to an event within 60 days. The resulting data model allows for diagnostic capabilities enabling the customer to spot and drill into trends in order to drive more focused improvement activities. The linking of events or activities together helps the client manage their customer experience by minimizing the number of calls and incidents to its call centres, while maximizing revenues and increasing customer satisfaction. The customer events included in this analysis included the majority the interactions between client and customer - New Activations, Moves, Value Added Services Orders, Tech and Repair, Cancellations, Account management, Billing. The model allows for various slices of the data, which will quickly narrow root cause analysis. Example slices – event lifecycle timing, customer tenure, region, product mix, etc. MSi’s deliverables included the requirement analysis, data analysis, product design including client design signoff, actual development of queries and procedures that gathered data and stored them, performance tuning, and deployment. MSi was also responsible for amalgamating data from multiple source systems and databases (on multiple technologies and platforms) for each of the different events and line of businesses. Common identifiers and links between the data were established allowing for cross Line of Business comparisons. The final technology used to load, store and manipulate all of this data was Teradata which was the corporate Enterprise Data Warehouse technology. Data for the events was pulled from Ordering Systems, Field Services, Trouble Ticketing and Billing Systems that sit on multiple servers and technologies (Oracle and SQL Server and Teradata). Benefits
A user-friendly reporting dashboard solution that provides management and marketing teams with a comprehensive view of an ordering system platform. It is a reporting tool with core functions that gather and centralize the storing of order data and links to and performance measures from the down stream system data. Reporting has been produced in the areas of: Order and Sales, Web Services and Order System Application errors. Billing & Revenue Generation/Traditional reporting MSi has developed numerous reporting solutions that have allowed for summarized and detailed reporting. The majority of the solutions were deployed using web technologies for ease of deployment and ease of use. Some of the reporting included:
Business Office Reporting was developed by MSi in order to provide executives and managers with reporting based on agent activity. It is utilized for site management, agent coaching and performance optimization. MSi provided the services to integrate several unique data sources into one easy to interpret reporting structure. Financial Reporting Financial Short Term Reporting Solution – MSi worked closely with the Internet Reporting Team, Corporate Finance and the data providers to determine a new approach to customer counting and revenue reporting using billing data:
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