Telecom – Agile Really Big Data & Analytics
Case Studies
Challenges & Solutions
Technical Environment
Results
Executive Summary
Client
Top Tier Wireless Provider
Industry
Communications, Media, & Entertainment
Business Problem
Communications customer was looking to utilize customer experience and network usage data spread across multiple systems to enhance customer support and experience. Real-time monitoring of network data (measured in petabytes) was to be captured in unstructured environment while key metrics would be extracted in-stream and landed in a relational data environment for reporting and analysis. The solution required must deal with integration of independent applications that can provide insights in each defined business segment.
Outcome
Both executive and operational reports helped the client make more informed customer service decisions and proactively improve client experience, which contributed to minimizing the monthly churn rate.
Challenges
- Development of hybrid platform framework.
- Data duplication was causing inconsistencies in reporting.
- Human efforts required to generate reports were large and time consuming.
- Data was 12+ Petabytes in size.
- Lack of real-time information flow.
- Customer support SLAs were impacted due to unconnected systems.
- Lack of data trust was influencing decision making.
Solutions
- The Data Mart created was multiple terabytes derived from Petabytes.
- Near Real Time reporting created by using BI tools like Tableau/Micro Strategy, which further use Spark Connectors to achieve better performance.
- For all the historical data, the data is extracted and refreshed periodically based on the customer needs.
- Enabled adhoc reporting for end-user groups.
- Continuously tuned the server for better performance.
- Joined and blended geo-coded data with polygon maps for presentation layer.
- Publish Once - Server dynamically filtered data based on who’s viewing.
- Embeded Tableau views in other web apps including SharePoint.
- Developed around 150 Dashboards which included executive and detailed reports. These reports were built for RF National and Field Engineers.
Technical Environment
- Tableau reporting tool version 10.X, Micro strategy BI tool 10.x, Teradata, Hadoop
Results
- Processing of 500,000+ files and 12 billion records daily was achieved with new architecture and reporting infrastructure.
- 150 dashboards spanning executive to operational needs.
- 12PB of data processing.
