Specialized Business Intelligence Solution for Telecommunications Operators
Involved Institution: Costa Rican Electricity Institute - ICE
Provider: SOIN Soluciones Integrales S.A.
Project Year: 2014
The Challenge:
The management and business leadership of Client´s telecommunications division were facing a complex situation with the end of Costa Rica´s telecommunications monopoly and the entry of new telecommunications operators, which required a rapid evolution toward a more competitive and customer-oriented operating model, without compromising their public service role or regulatory compliance obligations.
However, strategic business information was fragmented across multiple OSS and BSS systems, limiting integrated visibility of customer data, market performance, services, and network utilization. This fragmentation hindered the timely generation of analytical reports and key performance indicators, as well as the adoption of advanced analytics to anticipate risks, predict potential service “churn” among customers, and gain deeper insights into customer behavior, preferences, and consumption patterns.
Our solution:
The solution was based on the implementation of Oracle Communications Data Model (OCDM), a 100% prebuilt Business Intelligence model specialized for the telecommunications industry. OCDM is aligned with enterprise data warehouse and BI best practices and is certified under the TeleManagement Forum (TM Forum SID) information framework, combining telecommunications business expertise with Oracle’s leading technologies.
Through our specialized consulting services, we successfully deployed 65% of the OCDM modules (6 out of 8 modules) using a “Big Bang” approach, achieving production go-live within approximately 14 months. The project scope included functional and technical analysis, OCDM customization, development of more than 2,000 ETL and intra-ETL processes, implementation of data quality (DQ) processes, configuration and tuning of more than 200 analytics and indicators, as well as platform go-live and ongoing sustainability.
Results:
The implementation of the solution enabled the centralization and integration of strategic business information into a single, reliable analytical repository, significantly improving information availability for decision-making and monitoring of key performance indicators related to customers, services, market, and network performance.
As a result, the institution achieved greater agility in generating analytical reports and key performance indicators, strengthened strategic decision-making, and enabled advanced analytics capabilities to support the reduction of prepaid churn, improvement of customer experience, and definition of commercial actions based on customer preference insights, delivered consistently, in a timely manner, and available when needed.
Benefits:
• Significant reduction in information generation times, from days to hours, enabled by direct and centralized access to data through a single, fully integrated analytical repository.
• Greater analytical self-sufficiency for business users, achieved by reducing manual data preparation and technical intervention using analytical tools and ad hoc reporting capabilities.
• Improved strategic decision-making, supported by an integrated, consistent, and reliable view of business information.
• Increased customer loyalty and retention, driven by a deeper understanding of customer behavior, preferences, and usage patterns enabled by advanced analytics capabilities.
• Positive impact on sales and revenue through data-driven commercial actions based on reliable analytics, focused on churn reduction and support for new service sales.
• 15% reduction in churn.
• 36% increase in the effectiveness of Home Internet and fixed services installations.
• 46% increase in the efficiency of mobile device management and turnover, aligned with customer preferences.
• 15% reduction in recurring faults, strengthening service quality and customer satisfaction.
• More than 2,000 integration processes implemented.
Technologies used:
• Oracle Database + Data Mining + PL/SQL and SQL + APIs
• Telecom BI Model: ORACLE COMMUNICATION DATA MODEL – OCDM
