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How We  Did The Investigations Episode 1:   “The Case of the Defecting Customers” Brought to you by and
We’re Getting A Lot of Questions …  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],BSI : Tableau Level  3 PANKAJ  KAPOOR
Telco Gave Us Access to their Active Data Warehouse ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Business Scenario:  Defecting Customers ,[object Object],[object Object],[object Object]
3 BSI Investigators on This Case  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Client Architecture  Contact Center Corp  LAN GoldenGate Teradata Production 8 Nodes 5600H  2 Nodes 5600H Standby Dev  – 2 Nodes 5550H  Test – 2 Nodes 5550H Reporting Informatica 48TB Order Management
Telco’s Architecture Details  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
BI Reporting Tool On Top ,[object Object],[object Object],[object Object],Recently standardized on Tableau as the corporate BI reporting/visualization tool
Frazier’s Investigations Customers Are Defecting
Frazier’s Investigations Revenues Are Stalled
Max’s Investigations Premature Product Rollout?
Zoey Investigated Competitor Pricing Problem? ZOEY  PICTURE
Zoey Investigated Pricing – What Callers Said to Contact Centers
Zoey Investigated Installations – On Time, SLAs Met
Max Investigated Cancellations – Across Order Sources
Max Investigated Sources of Cancellations – Drill Into Contact Centers
Max Discovers Sales Drop-off Source – Three Contact Centers
Summary The Case of the Defecting Customers Jason’s company was experiencing dropping revenues  and increasing customer defections ,[object Object],[object Object],[object Object],[object Object],[object Object],Drilling into the details exposed the real problem:  Defections are coming from 3  Contact Centers, perhaps because they laid off some employees CASE CLOSED
Learn More   ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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How We Did It: The Case of the Defecting Telco Customers