ds qlikview for telecommunications delivering unprecedented customer intelligence en

8/11/2019 DS QlikView for Telecommunications Delivering Unprecedented Customer Intelligence En

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QLIKVIEW FORTELECOMMUNICATIONS

Delivering Unprecedented Customer Intelligence


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QLIKVIEW FOR TELECOMMUNICATIONS:DELIVERING UNPRECEDENTEDCUSTOMER INTELLIGENCE

Collaboration, visibility and efciency: necessitiesfor the productive utilization of data by todaystelecommunications companies. The QlikViewBusiness Discovery platform is used by some ofthe biggest global industry providers, whounderstand that data optimization is a signicantcompetitive advantage.

More consumers than ever now utilize

telecommunications across a widening number offunctions, providing ever increasing volumes of data tobe mined in search of insight. Success criteria is notsimply focused on signal strength, but ensuring aright-rst-time service is provided and pre-emptivelymanaging problems and potentional negativecustomer experiences.

This shift reects the changing role of the customer; aconsumer empowered by technology with more choiceand information, and demanding even greater visibilty

through self-service. As a result, both individual andcorporate customers have become less brand loyal;companies must resist churn by employing insight andincreasing stickyness.

In the drive for ever-greater operational efciency,providers face several key challenges; setting andmeasuring quality targets and SLAs; identifying themost valuable customers; all the while adjusting toever-changing technology and customer usagepatterns. Yet businesses often attempt to meetthese challenges without the insight provided by theappropriate Business Discovery tools.

Leading Southern Hemisphere CSP Churn Dashboard


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QlikViews tailored solution apps provide completeself-service Business Discovery experience thathelps to improve overall customer intelligence.

Examples of where QlikView is delivering value:

CUSTOMER TARGETING

Identifying new customer, cross-selling andupselling opportunities

SALES AND REVENUE ANALYSIS

Ensuring protability, benchmarks, agent commisions.Increasing accuracy of sales planning, forecastingand budgeting

MARKETING AND CAMPAIGN ANALYSIS

Investment insight to drive higher ROI. Improvingeffectiveness and yield of price plans, campaigns,and package/tariff promotions

CUSTOMER BASE ANALYSISProviding insight and quantifying customer lifetimevalues, activations and churn

SOCIAL MEDIA ENGAGEMENT

Improved conversation with existing andpotential customers

CUSTOMER SELF-SERVICE

Enabling innovative value added services withclearly dened differentiation in a hyper-competitivedeveloped market

REVENUE ASSURANCE

Credit scoring, detecting and preventing fraud,managing risk

EXECUTIVE KPIS AND SCORECARDS

Advising on customer experience, concept to cash,process improvement and regulatory compliance

HIGH PERFORMANCE THROUGHSHARPER CUSTOMER INTELLIGENCE

A sample of QlikView results achieved relatingto recent and ongoing customer intelligenceimplementations:

Targeted marketing communications based on whatwe know our customers want and need

80% reduction in the cost per question/cost to servethrough QlikViews self-service capabilities

90% reduction in the turnaround time forgenerating reports

The ability to get answers to questions that previouslycould not even be asked while using traditional BIproducts such as Cognos and BO

QlikView is #1 in: Performance* Satisfaction with development tools* Lowest total cost of ownership* Customer loyalty** Query performance satisfaction**

* Gartner: BI Platforms User Survey, 2011** BARC: BI Survey 10, October 2011


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Belgacom International Carrier Services Qualityof Service Dashboard

CUSTOMER INTELLIGENCE PRIORITIES

Core themes have emerged that best optimize customer intelligence:

COLLABORATION

Internal collaboration between departments isessential to understanding data; identifying andefciently fullling demand. Areas of collaborationcan span customer understanding, marketingcampaign management and product development

VISIBILITY

Increased collaboration yields increased visibilityof customer data. With an accurate picture,effective analysis and measurement can occur,enabling early identication of opportunitiesand points of friction, possibly leading to churn

EFFICIENCY

Maximize prot, minimize processing times andmanage the complexity and large volume of data

QlikView enables collaborative decision-making through Social Business Discovery;driving knowledge that can cascade acrossteams, departments and the enterprise

QlikView enables insight by unlocking customerdata, allowing analysts to explore and exploitthe associations and spot the connections

QlikView takes the guesswork out ofinsight, ensuring Executives receive smarteranalysis of real-time data for smarterdecisions, faster than ever before

QlikView maximizes Collaboration,Visibility and Efciency


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QLIKVIEW FOR CUSTOMER INTELLIGENCE:SOLUTION AREAS

EXECUTIVE KPIS ANDSCORECARDS CXO dashboard Products and services Concept to cash Process improvement Regulatory compliance

REVENUE ASSURANCE Fraud detection and prevention Credit scoring Customer fraud Risk management

CUSTOMERBASE ANALYTICS Customer prole Customer protability / CLV Multi-channel analysis Social medial analytics CRM analytics

CUSTOMER SELF-SERVICE Bill presentation

Spend management analytics Service management views Mobile and web delivery

SALES ANDREVENUE ANALYSIS Protability analysis Industry benchmarking Agent commissions Revenue tracking Churn analytics

CUSTOMER TARGETING Customer segmentation

Target marketing Campaign performance Cross-sell and upsell Afnity / NPS programs


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QlikView is a Business Discovery platform that unlocks the powerof information for sales targeting and enablement.

ASSOCIATIVE EXPERIENCE

Allows business users to explore data by making selections andgetting instant feedback on what data is associated and whatis unrelated

GLOBAL SEARCH

Offers business users key word search across all data with thesimplicity of popular search engines and the ability to share whatis found

COMPARATIVE ANALYSIS

Extends the QlikView associative experience to enable interactivecomparison of user-dened groupings

QLIKVIEW ON MOBILE

Enables mobile business users to benet from Business Discoveryon tablets or smartphones

DATA VISUALIZATIONPresents data in charts, graphs, and geographic maps, allowingbusiness users to visually assess performance

WHAT-IF ANALYSIS

Empowers business users to test scenarios and assess theimpacts of possible outcomes

TRANSACTION LEVEL DETAIL

Permits virtually unlimited slicing and dicing, enabling businessusers to uncover specic drivers for trends and risks

RAPID DATA INTEGRATIONCreates a single view of information from multiple sources, onetrue account

KEY PRODUCT HIGHLIGHTS

QLIKVIEW IS PROUD TOPROVIDE SOLUTIONS

ACROSS MULTIPLEFUNCTIONAL AREAS FORCOMPANIES SUCH AS:

ARBINETBICSCANAL DIGITALHERO TSCO2ORANGERACKSPACE HOSTINGT-MOBILE

TELSTRAVIDEOCONVIRGIN MEDIAVODAFONE


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INSIGHT EVERYWHEREQlikTech has ofces worldwide with expert, friendly staff readyto help you drive smarter, faster decisions with QlikView.

For contact details please visit:http://www.qlikview.com/us/company/contact-us

GLOBAL HEADQUARTERS

Qlik Technologies, Inc.150 N. Radnor Chester RoadSuite E220Radnor, PA 19087Phone: +1 (888) 828-9768Fax: +1 (610) 975-5987


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qlikview.com 2012 QlikTech International AB. All rights reserved. QlikTech, QlikView, Qlik, Q, Simplifying Analysis for Everyone, Power of Simplicity, New Rules, TheUncontrollable Smile and other QlikTech products and services as well as their respective logos are trademarks or registered trademarks of QlikTech InternationalAB. All other company names, products and services used herein are trademarks or registered trademarks of their respective owners. The information publishedherein is subject to change without notice. This publication is for informational purposes only, without representation or warranty of any kind, and QlikTech shall notbe liable for errors or omissions with respect to this publication. The only warranties for QlikTech products and services are those that are set forth in the expresswarranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting any additional warranty.

ds qlikview for telecommunications delivering unprecedented customer intelligence en

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