Specialized Business Intelligence Solution for Telecommunications Operators
Involved Institution: Instituto Costarricense de Electridad - 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 the organization’s public service role or regulatory compliance obligations.
However, strategic business information was fragmented across multiple OSS and BSS systems, limiting integrated visibility into 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 customer churn, 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 the monitoring of key performance indicators related to customers, services, market performance, and network utilization.
As a result, the institution achieved greater agility in generating analytical reports and key performance indicators, strengthened strategic decision-making, and enabled advanced analytics to support prepaid churn reduction, customer experience improvement, and the definition of data-driven commercial actions based on customer preference insights. These capabilities were delivered consistently, in a timely manner, and made 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 through 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.
• Positive impact on sales and revenue, achieved through data-driven commercial actions focused on churn reduction and the support of 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
