Since its launch in 2001, Digicel Jamaica has become the fastest growing wireless telecommunications operator in the Caribbean. In four years, Digicel became renowned for competitive rates, unbeatable coverage, superior customer care, a wide variety of products and services, and state-of-the-art handsets. It is the largest global system for mobile (GSM) communications operator in the region. By offering innovative wireless services and community support, Digicel has become a leading brand in the Caribbean and has placed the region at the cutting edge of wireless communications.
Digicel’s IT organization acts as a shared service for the company’s operations. As part of its duties and service level agreement (SLA) with internal clients, the IT team is responsible for delivering operations reports to business managers in 16 Caribbean markets by 8 a.m. daily. These reports are critical to Digicel’s business as they include data about active subscribers, daily revenue, promotions, and more. Digicel uses the information to make critical decisions, such as the types of promotions to launch, target audiences, and campaign timing. It is therefore, imperative that the information reaches managers in a timely manner.
As data volume grew, Digicel’s legacy data warehousing IT environment could no longer keep pace with reporting requirements. Query times had become longer, and senior managers were receiving data that was 48 hours old―which, in the fast-moving communications sector, is unacceptable.
To address these issues, Digicel’s IT team worked with Oracle Advanced Customer Support Services to deploy, with zero downtime, Oracle Exadata Database Machine, greatly improving operational reporting and services for valued subscribers. With Oracle Exadata, Digicel’s IT team can now deliver near-real-time key performance indicator (KPI) reports to senior management—including the Chief Executive Officer, Chief Operating Officer, Commercial Director, and teams in 16 Caribbean markets—by 8 a.m. each day, eliminating a two-day lag in getting up-to-date data and vastly improving decision-making.
Digicel also worked with Oracle Advanced Customer Support Services to tune the new environment and optimize queries, accelerating the time to realized value.
“We considered several database performance solutions—including Oracle Exadata, Teradata, and IBM Netezza,” said Pascal Assaad, IT director, Digicel Jamaica. “Oracle Exadata Database Machine quickly emerged as the best choice for our organization. It is powerful and cost effective. In addition, we have an unlimited licensing agreement with Oracle, which made the pricing structure even more attractive. Just as important, with existing Oracle solutions already in place, we had the skill set we needed to maintain the new environment.”
“At the onset of the project, we performed a proof of concept—in which we tested our own queries—and saw significant improvement, including the ability to run queries up to 15 times faster,” Assaad said. “We then completed the full implementation in just three months working with Oracle Advanced Customer Support Services to conduct critical tuning. In particular, Oracle Advanced Customer Support Services was crucial in helping us optimize our queries, which was key to the project’s success.”