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Real-time Insights Revolutionize STC's Operations with Incorta
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Equipment & Machinery
Use Cases
- Real-Time Location System (RTLS)
- Time Sensitive Networking
The Challenge
Solutions by stc, a technology company with 1,001-5,000 employees, was facing significant challenges due to siloed data and systems. The company was using multiple data sources to monitor client-side network nodes, each containing millions of records. When a client reported a network issue, agents had to investigate five separate systems to identify the problem, a process that could take hours. This delay often led to exceeding KPIs for response and resolution time. Additionally, the company was using Microsoft SQL Server Reporting Services (SSRS) to develop weekly and monthly reports about each client's nodes and network status. However, each report took two to three days to complete, making it nearly impossible to provide timely updates while clients were on the line.
About The Customer
Solutions by stc is a technology company with a workforce of 1,001-5,000 employees. The company was using multiple data sources to monitor information about client-side network nodes, with each source containing millions of records. The company was also using the Microsoft SQL Server Reporting Services (SSRS) tool to develop weekly and monthly reports about each client's nodes and network status. However, the process was time-consuming and inefficient, often leading to delays in response and resolution times. The company sought a solution that could provide a comprehensive, real-time view of all systems to improve resolution times and customer satisfaction.
The Solution
Solutions by stc implemented Incorta, a tool that can read directly from different sources without data modeling and ETL, to deliver near real-time analytics. This gave call center agents a single, 360-degree view into all systems in sub-seconds, significantly reducing resolution time for client-side issues and improving key KPIs such as customer satisfaction. The deployment took less than two weeks, with migration from old reports to new ones completed within two months. The company plans to expand Incorta's footprint to other functions, including its Oracle ERP and Salesforce CRM systems. By using Incorta as its sole data warehouse, solutions by stc expects to improve average revenue per user (ARPU) by gaining a better understanding of customers across different products and services, and growing revenue through insight-driven upsells and targeted marketing campaigns. The company also expects to increase customer retention rates by providing a better experience based on individual customer understanding.
Operational Impact
Quantitative Benefit
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