Data Warehousing for Improved Telco Customer Service

In the highly competitive telecommunications market where services are largely identical across carriers and calling plans are compared on a low cost basis, quality customer service can make the difference between retaining and losing a customer. And in a business where volume drives profitability, every customer counts.

The underlying data used across customer service systems is a customer record. Ideally an organization captures a comprehensive set of statistics for each customer record including: billing history, current and past calling plans, call history, demographics and service calls. If that data can be assembled from disparate sources (various databases and legacy systems) so as to provide a unified view of a customer, a powerful business asset is created.

What would unprecedented access to all of your customer data enable your business to do?

Provide a consistent customer experience across channels
Mitigate customer churn
Identify cross-sell opportunities
Prevent operational inefficiency

Finding an efficient and cost-effective way to keep enough detailed customer records online and available so that you can meet and/or exceed your customer's needs is a business imperative. But how do you get IT and business owners in sync to achieve this result?

Business Owners Ask	IT Hears	Dataupia Answers
How can I gain access to all of my customer's history?	How am I going to integrate all of these data points? How can I afford it?	Load data in real-time, while supporting thousands of simultaneous requests for information.
How do I improve my customer scoring metrics?	How do I incorporate demographic information, profile data and historical reference points to improve interactivity?	With a low operating cost, and non-disruptive technology footprint, your customer programs can see immediate benefits for a remarkably low cost.
How do I improve my customer experience across all of product and service offerings?	How do I improve the flow of data to capture information from 3rd party services?	Extend your existing customer service applications without requiring a heavy drain on your IT organization.

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