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Dashboards Drive Cultural Shift at Multiband Corporation
Technology Category
- Application Infrastructure & Middleware - Data Visualization
Applicable Industries
- Telecommunications
Applicable Functions
- Business Operation
Use Cases
- Real-Time Location System (RTLS)
Services
- Data Science Services
The Challenge
Multiband Corporation, a large and diverse company in the telecom industry, faced a significant challenge in measuring performance metrics in real-time. As the largest DIRECTV master system operator in the Multiple Dwelling Unit (MDU) market in the US, Multiband's compensation was based on their service performance. Therefore, it was crucial for them to measure the right metrics in the right way to ensure profitability. They needed to know how customers were ranking them on several metrics, including customer satisfaction surveys, the number of repair calls, and how many visits were needed to resolve a matter. However, they lacked real-time, accessible data to do so. Furthermore, given the company's size and diversity, acting as one team with one vision was a significant challenge.
About The Customer
Multiband Corporation is a nationwide, technology-focused service company providing video, communications, entertainment, and energy service solutions. The company operates through 12 units and 40 locations across the United States. Multiband is the largest DIRECTV master system operator in the Multiple Dwelling Unit (MDU) market in the US. Their installation and repair services are compensated based on their service performance, making customer service vital to their profitability. The company's chief challenge has been to act as one team with one vision, a significant task given its size and diversity.
The Solution
To address these challenges, Multiband turned to Dundas for their dashboard solutions. Initially targeted at high-level executives, the dashboards became an integral part of the Business Intelligence Performance Center (BIPC) at Multiband, serving as a central hub for gathering information and insight to make better business decisions and drive performance across the organization. The dashboards were connected to a single, accessible source of data, eliminating confusion and creating confidence in the data. The visualizations provided by the dashboards allowed Multiband to see their metrics in new ways and identify new relationships. The dashboards also provided real-time data, enabling Multiband to quickly identify and address performance drops in any given area.
Operational Impact
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