HKBN is the fastest growing broadband service provider in Hong Kong today. In the six-month period through February 2010, it added 73,000 new subscribers to its existing base of 464,000 -- an annualized growth rate of 37 percent. HKBN’s customer churn is less than one percent per month-- about half of global carrier norms, which is evidence that its customer retention is exceptionally strong.
Together with Oracle Database and Oracle Business Intelligence Suite Enterprise Edition, Oracle Communications Data Model (also announced today) provides HKBN with a centralized analytics platform for monitoring customer and market data. The data model’s communications industry-specific schema enables HKBN to track key metrics such as customer behavior, competitor pricing and marketing campaign results. The Oracle technology behind the system delivers the performance and scalability needed to support rapidly growing data volumes.
Prior to the implementation, HKBN’s reporting environment was siloed. Each service had its own data structure and there was no visibility across multiple services within one customer account. Now HKBN has a unified repository for historic and current data, as well as access to timely, actionable intelligence.
HKBN staff can quickly perform their own queries without relying on IT support, resulting in significant productivity gains. For example, HKBN has cut time in half for generating call batch reports, which sales teams use to identify and contact customers whose contracts are set to expire or who are not taking advantage of all of HKBN’s services. By producing these reports more quickly, HKBN can accelerate and improve customer interactions, offering targeted promotions and ultimately reducing churn and increasing average revenue per user (ARPU).
HKBN purchased the Oracle solution in FY08.
“We needed a versatile, integrated data warehouse architecture to improve our decision-making processes and enable our ongoing success. Oracle Communications Data Model enables our users to spend time analyzing data rather than collecting it. The results are clear in accelerated market-share gains and reduced churn,” said Jesse Chan, director, information technology department and business support systems, Hong Kong Broadband Network Limited.
“As services and devices become more complex and new business models emerge, communications service providers must manage exponentially growing data volumes. Oracle Communications Data Model helps CSPs like Hong Kong Broadband Network to quickly and cost effectively build and extend data warehouses to meet business needs. Building on Oracle’s industry-leading database software, business intelligence technology, Sun hardware and communications-industry expertise, Oracle Communications Data Model helps CSPs deliver actionable business intelligence without the pitfalls of costly, custom-built warehouses,” said Dan Ford, vice president of product marketing, Oracle Communications.
Only Oracle’s software and systems span the communications industry technology landscape — from carrier-grade servers, storage and IT infrastructure, to mission-critical business and operational support systems and service delivery platforms; from business intelligence applications and retail point-of-sale solutions to the Java platform running on more than two billion mobile and handheld devices. Oracle helps 100 of the world's top 100 service providers innovate and exploit new business models, build strong, profitable customer relationships, and streamline operations. For more information, visit http://www.oracle.com/communications
Oracle (NASDAQ: ORCL) provides the most complete, open, and integrated business software and hardware systems in the world. For more information about Oracle, visit oracle.com.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.