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FBAI G9 4-6 Saudi Telecom Company

Saudi Telecom Company (STC) needed to better monitor its telecommunications network and customer services due to the large volume of data and customers. It lacked visibility into key performance indicators. STC implemented Dundas data visualization tools which provided customizable dashboards displaying critical metrics. This enabled STC to identify and address issues proactively before they impacted customers. STC saw a 55% reduction in service tickets and increased system availability and customer satisfaction as a result of the new visualization system.

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243 views12 pages

FBAI G9 4-6 Saudi Telecom Company

Saudi Telecom Company (STC) needed to better monitor its telecommunications network and customer services due to the large volume of data and customers. It lacked visibility into key performance indicators. STC implemented Dundas data visualization tools which provided customizable dashboards displaying critical metrics. This enabled STC to identify and address issues proactively before they impacted customers. STC saw a 55% reduction in service tickets and increased system availability and customer satisfaction as a result of the new visualization system.

Uploaded by

Do not Spam
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Saudi Telecom Company

Excels with Information


Visualization
Group 9
Table of Contents

01 About The Case

02 Questions

2
01
About The
Case

3
The Environment
● Saudi Telecom Company (STC) is one of the largest providers in the region, extending as far as Africa and South
Asia.
● Supplying internet and mobile services to over 160 million customers across the Middle East.
● Millions of customers contacting STC daily for billing, payment, network usage and support, all of this information
has to be monitored somewhere

The Problem
● A huge of information in front of you, prioritizing and contextualizing the data .
● STC needed to identify the relevant metrics, properly visualize ”Time sensitive information”.
● Didn’t have the ability to see key performance indicators.
● The manager of the data centre at STC, “they would have to contact the technical teams to get status reports. By
that time, it would often be too late and we would be reacting to problems rather than preventing them.” 4
The Solution
● After carefully evaluating 15 vendors, STC made the decision to go with Dundas after observing its data
visualization techniques.
● Dundas Data Visualization, Inc. is a company specializing in data visualization and dashboard solutions.
● With Dundas consultants, the success that STC experienced led to engagement on an enterprise wide,
mission critical project to transform their data center and create a more proactive

The Benefits
● “We decreased the amount of service tickets by 55% the year that we started using the dashboard. The
availability of the system increased, which meant customer satisfaction levels increased, which led to
an increased customer base, which of course lead to increased revenues”
● Custom KPI’s becoming visually available to the STC team.
● One of the most successful projects that have been implemented.
5
02
Questions

6
Q1. Why do you think telecommunications
companies are among the prime users of
information visualization tools?

● Important because they have millions of customers


and contacting them constantly for billing, payment,
network usage, and support.
● Information monitored timely

7
Q2. How did Saudi Telecom use
information visualization?
● Data visualisation tools enabled management to see
patterns and address concerns before they became
problems.
● The number of service tickets decreased.
● Dundas Dashboards display key information and KPIs on
a soccer field size wall of monitors.

8
Your logo

The Benefits
● Customer KPI’s becoming visually available to the STC team.
● One of the most successful projects that we have implemented.
● “Everything is on my screen, and I can drill down and find whatever I
need to know” - IT manager, STC

9
A Sample Dashboard for Call Center Management
10
Q3. What were their challenges, the proposed
solution, and the obtained results?

Challenges Solution Results

● A huge of information in front, ● contract with Dundas business ● STC to see trends and correct issues
prioritizing and contextualizing the intelligence consultants to refine the before they became problems.
data telecommunication dashboards and
improve their functionality. ● resulted in a decrease in the amount
● STC needed to identify the relevant of service tickets by 55 percent.
metrics, properly visualize ”Time ● led to engagement on an
sensitive information”. enterprise-wide, mission-critical ● One of the most successful projects
project to transform their data that they have implemented.
● Didn’t have the ability to see key center and create a more proactive
performance indicators. monitoring environment.

11
Thank YouGroup 9
Naveen Kumar M042-20
Abhishek Mallick M069-20
Meet Solanki M167-20
Praful Kumar M176-20
Preeti Das M177-20
Shubham Chakraborty M184-20

12

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