Success Story
An Advanced Analytics solution to help a leading telecom provider optimize use of resources and drive significant savings
About the Client
A Leading Telecom Company
Challenges
The telecom provider faced challenges in optimizing resource utilization across operations, leading to inefficiencies and increased costs. The need to process both structured and unstructured data—including voice call data, chat transcripts, and technician notes—was critical to improving decision-making. Additionally, the absence of advanced analytics models limited their ability to gain actionable insights and ensure seamless coordination across ERP, CRM, and Field Operations systems.
Solutions
Innover deployed an Advanced Analytics solution that integrated data ingestion, analysis, and reporting to streamline operations and generate significant savings:
1. Ingestion:
Structured data ingestion from ERP, CRM, and field operations systems
Unstructured data ingestion, including voice call data, chat transcripts, and technician notes
Integration with multiple third-party systems for real-time updates.
2. Analysis:
Implemented pre-built data models (Customer Dimension, Material, Sales_Order_Fact, Revenue_Fact, etc.) for efficient data management
Developed deep learning models to analyze customer sentiment from various channels
Used speech-to-text technology to convert voice calls into actionable insights
Deployed a multivariate causal model to optimize technician dispatch and reduce operational overhead.
3. Consumption:
Direct integration with service operation and contact center systems via APIs for seamless data consumption
Enabled PowerBI and Excel-based reporting for easy access to real-time insights and operational dashboards.
Impact Delivered
$225k
In Annual Savings
Optimized Use of Skilled Resources
Significant Improvement in Customer Satisfaction