VIVA Uses Business Intelligence to Build Strong and Growing Base of Mobile Communications Customers
 
 

VIVA Uses Business Intelligence to Build Strong and Growing Base of Mobile Communications Customers

  • Oracle Customer:  VIVA
    Location:  Kuwait City, Kuwait
    Industry:  Communications
    Employees:  500

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VIVA, the trademark for cellular communication services delivered in Kuwait by Kuwait Telecommunications Company, launched in December 2008 and has acquired considerable market share due to its customer-centric approach. VIVA operates the most advanced third--generation (3G) and high speed downlink packet access (HSDPA) network in Kuwait.

 
 

 
 

Challenges

A word from VIVA

  • “We chose Oracle Business Intelligence and Oracle Exadata Database Machine because they offer us the highest integration of hardware and software for providing outstanding cellular communication services.”
    – Arnold Ali Cender, Data Warehouse and Business Intelligence Project Manager, Kuwait Telecommunications Company

  • Establish operations rapidly in the growing Kuwaiti mobile telecommunications market that already had high market saturation and two established providers
  • Build a data warehouse and business intelligence (BI) platform to deliver accurate, complete, and up-to-date telecommunications intelligence information, companywide
  • Avoid manually retrieving and processing information related to customers, sales, revenue, marketing, network, and contact center to eliminate errors, save money, and conserve employee time

Solutions

Oracle Product and Services

  • Created an integrated platform based on Oracle Business Intelligence Enterprise Edition, establishing intelligence across multiple sources to help capture the majority of new mobile telecommunications subscribers in Kuwait, achieving a 20% market share by Q1 2011
  • Ensured BI platform will scale to meet the rapidly growing communications company’s needs
  • Leveraged Oracle Exadata Database Machine with Oracle Exadata Storage Server X2-2, equipped with 72 disk drives, to manage more than 1 million customers and 60 million data records per day
  • Created a single source of data that provides quick and accurate business information that improved decision -making
  • Developed a data mart with more than 1,000 key performance indicators (KPIs) retrieved from a single source of data, enabling powerful reports that include information about customer acquisition and churn, channel performance, revenue analysis, usage by communication service, average revenue per user, call center performance, and network performance
  • Created interactive dashboards with guided analytics for each department to monitor KPIs, enabling users to perform complete ad-hoc analyses and change or add BI information requirements, as required
  • Leveraged Oracle Partner Mahindra Satyam’s integrated telecommunications data model and applications to achieve seamless implementation of all four project phases: sales and marketing, finance, customer care and network, analytics and data mining, within 12 months

Partner