6 March 2021
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The telecoms industry is evolving at lightning speed, and keeping pace with the right analytics solution is paramount. Many providers are successfully negotiating these market conditions – harnessing the potential of their customer and operational data.
But how? Let’s explore five tips to amp up your telco analytics.
1. Improving the customer experience
The customer is always right – and they know it! That’s why maintaining a quality, customer-centric experience begins by understanding how to leverage your data. Your analytics solution should drive smarter business decisions that put the customer first and extend the customer lifetime value.
By analysing vast quantities of data collected from multiple sources, such as call centres and CRM systems, telcos gain critical insight into what customers want and what might cause them to jump ship.
To keep on the pulse of customer demand and reduce churn, organisations need agile analytics solutions. With Vizlib writeback capabilities, users can input and edit customer data without leaving Qlik Sense.
✅ Capture customer data at the source, directly where you analyse your data.
Input customer or sales data directly in your Qlik Sense app to keep your analytics agile!
2. Reducing customer churn
Customers easily get frustrated with incorrect billing, price increases or a customer service experience that turns into a nightmare. And with an ever-growing customer base, it’s easy to understand why high customer churn is common.
Combining real-time data with predictive analytics enables providers to take action faster, even before a customer drops out. By monitoring key performance indicators (KPIs), such as hold time, call length and number of open tickets, providers can optimise call centre performance, for example.
With the right data, telcos can go a step further, leveraging predictive analytics to predict customer demand for products and services. Plus, improve business targeting and uncover new opportunities for up-selling and cross-selling.
✅ Stay on the pulse of customer service with real-time monitoring and predictive modelling.
Predict product sales and costs with easy-to-use advanced analytics forecasting
3. Optimising network performance
Delivering uninterrupted, high-performance service is the goal of all telcos. Yet, downtime is sometimes unavoidable. To detect and manage network issues effectively, providers need clear insights quickly. And dashboards are the best visual tool for optimising network performance — cutting down the time to insight from hours to minutes.
Visualising data in real-time through heatmaps, a Mekko chart or activity gauge, for instance, can help providers better detect outages and service disruptions, reduce repair time, and help identify locations where the infrastructure or service is poor. And by following a few best practices for data visualisation organisations can move towards smoother network operations.
✅ Optimise network performance with clear, powerful data visualisation.
4. Identifying new market opportunities
The telecommunications mark is growing and changing at hyperspeed. To understand convergence and maintain a slice of the pie, providers need to base decisions on data. Especially when identifying new investment opportunities and target markets.
For instance, getting a visual overview of network bandwidths and usage by region can help identify new expansion sites to invest in. While the ability to segment and filter customers by location, device, value, support or even service type can highlight which customer segments to focus on.
Streamlining data exploration is a great way to support agile decision-making. It also enables providers to position themselves for success during uncertain times.
✅ Reduce investment risk with intuitive data exploration that supports agile decisions.
Let the analytics do the heavy lifting and simplify your data exploration journey
5. Streamlining collaboration and automation
According to Henry Ford, “If everyone is moving forward together, then success takes care of itself.” This adage is a good fit for pioneering fields like telecommunications. Collaborating smoothly with other team members shortens the time to actionable insights and business success.
In a fast-evolving industry, changes often require a centralised data solution. Not only for data governance, but also to eliminate siloed data, enable more automation, share insights broadly, and establish the holy grail of big data – a single source of truth.
With Vizlib Collaboration, team members can instantly connect to keep the data conversation in context and flowing smoothly. Any team member can easily create workflows to automate critical customer processes. And input, edit and share data directly in their Qlik apps with Vizlib’s writeback capability. Telcos can change how they input and interact with data and begin to close the analytics loop.
✅ Improve collaboration and workflow process management.
Transform how your organisation works with data – streamline processes and collaboration, reduce downtime, and keep your customers smiling – to maintain your competitive edge.
Go beyond native Qlik Sense to supercharge your analytics
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