Enhancing Telecom Customer Experience with Network Analytics: A Case Study

• 分析与建模 - 预测分析

• 电信

• 销售与市场营销

• 运动预测

• 系统集成

该企业内部缺乏专业知识，需要帮助在其网络中部署分析以生成可操作的见解。

1. 实现用户的持续增长，并最大限度地减少因网络服务不佳而导致的客户流失。
2. 客户反馈分数提到糟糕的网络体验是客户流失和不满意的主要原因
3. 营销、销售和网络团队使用不同的数据集进行孤立的决策。
4. 缺乏技术专长来集成构建和管理与网络体验相关的大数据量的分析能力。

主要电信运营商

巴基斯坦第二大电信运营商拥有 4070 万活跃用户（2017 年）、27% 的数据用户（2017 年）和大约 113 亿美元的收入（2016 年）。

分配 Think Big Analytics 是因为在部署高级分析方面享有盛誉，并且在构建和处理复杂用例方面拥有成熟的专业知识。

1. 专门设计的分析型 BI 仪表板可提供有关总体和单个客户级别的见解。
2. 主要数据用例交付。
3. 统一数据架构利用。
4. 巴基斯坦网络体验分析能力的先驱解决方案。

• The engagement with Think Big Analytics resulted in several operational improvements for the telecom operator. The company was able to gain insights into previously undiscovered fields, revealing a customer base of passive users. This enabled the company to increase churn prediction accuracy, improve complaint handling efficiency, and optimize marketing and sales planning as well as product rollouts. The solution also enabled channel marketing and resulted in increased complaint accuracy, decreased complaints, and efficient Turnaround Times (TATs). Overall, the solution significantly improved the company's network experience analytics capability.

• Approximately 16% increase in churn prediction accuracy, resulting in increased customer retention.
• Identification of approximately 8M (11% of total) Passive Subscribers through Network Paging KPI, leading to new tailor-made campaigns directed at re-activating subscribers.
• Integration of operational planning resulted in optimized product, sales, and network rollouts.