Download PDF

Information Builders > Case Studies > CSG Systems Delivers Better Insights Using WebFOCUS

CSG Systems Delivers Better Insights Using WebFOCUS

Technology Category

Analytics & Modeling - Predictive Analytics
Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration
Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Telecommunications

Applicable Functions

Business Operation
Sales & Marketing

Use Cases

Predictive Maintenance
Real-Time Location System (RTLS)
Supply Chain Visibility
Visual Quality Detection

Services

Data Science Services
System Integration

The Challenge

CSG Systems International, a leading provider of customer care and billing solutions for the communications, entertainment, and field services industries, recognized the need for its clients to have easy, direct access to data to remain competitive and become more efficient operators. The company sought to unlock the value of its clients’ data with Information Builders’ business intelligence (BI) and analytics WebFOCUS platform. CSG Vantage BI, the company’s centralized data repository, does a great job capturing and consolidating transactions from various data sources. However, CSG sought to further unlock the value of client data using WebFOCUS to provide interactive reports, scorecards, and other visualization offerings. With the Vantage BI solution, clients tap into their data to obtain the knowledge they need to keep their businesses running smoothly.

About The Customer

CSG Systems International is one of the largest and most established providers of revenue management and customer interaction solutions for the communications and entertainment industries. The company offers a portfolio of data management solutions, including the delivery of real-time, transactional data and a business intelligence platform (CSG Vantage BI) to deliver greater insights to its customers. CSG Vantage BI, the company’s centralized data repository, captures and consolidates transactions from various data sources. The company serves a wide range of clients, mostly analysts and frontline workers, who leverage these dashboards to monitor their system configurations, prevent service outages and interruptions, forecast revenues day-to-day, and reconcile usage and transactions.

The Solution

CSG Systems International used WebFOCUS to modernize its portfolio of data management solutions. The company used the platform to provide interactive reports, scorecards, and other visualization offerings to its clients. With the Vantage BI solution, clients can tap into their data to obtain the knowledge they need to keep their businesses running smoothly. The company has delivered several targeted interactive reports and dashboards, and other interactive analytics to business users. One dashboard measures the retention rates of pending disconnect orders for a group that received e-mail communications, and compares those rates with a group which had not. CSG also leveraged WebFOCUS to help promote the value of several other products and solutions. For example, CSG deployed an ROI-based dashboard for another application that synchronizes with post office data to track payment remittances.

Operational Impact

CSG clients have the insight they need to improve customer service and enhance operational efficiency.
Internal stakeholders have better insight into the customer experience. Using Vantage BI, they can monitor back-office settings and transactional data to consult with clients on how to optimize the features available to them through CSG’s robust and highly flexible customer care and billing system.
Vantage BI delivers insights as a service for clients that have staffing constraints, or lack the expertise to deliver their own BI solutions. Based on a subscription model, client users – mostly analysts and frontline workers – leverage these dashboards to monitor their system configurations, prevent service outages and interruptions, forecast revenues day-to-day, and reconcile usage and transactions.

Quantitative Benefit