iDecisionTM Case Essay

For more information on iDecisionTM, please contact: Sanjib Ghosh | sajib.gosh@techmahindra.com Ramesh Kumar Koona | rameshkumar_koona@mahindrasatyam.com About Tech Mahindra: Tech Mahindra is a global systems integrator and business transformation consulting firm focused on the communications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. For over two decades, Tech Mahindra has been the chosen transformation partner for wireline, wireless and broadband operators around the world. Tech Mahindra’s capabilities span across Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility, Security Consulting, Testing, and other areas. Tech Mahindra’s solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Managed Services, Remote Infrastructure Management and BPO. Over 34,000 professionals service clients across the telecom eco-system, from a global network of development centers and sales offices across Americas, Europe, Middle-east, Africa and Asia-Pacific. Tech Mahindra is the largest telecomfocused solutions provider and 5th largest software exporter from India. www.techmahindra.com About Mahindra Satyam: Mahindra Satyam (OTC: SAYCY) is a leading global business and information technology services company that leverages deep industry and functional expertise, leading technology practices, and an advanced, global delivery model to help clients transform their highest-value business processes and improve their business performance. The Company’s professionals excel in enterprise solutions, supply chain management, client relationship management, business intelligence, business process quality, engineering and product lifecycle management, and infrastructure services, among other key capabilities. Mahindra Satyam is part of the US$ 8.25 billion Mahindra Group, a global industrial conglomerate and one of the top 10 industrial firms based in India. The Group’s interests span financial services, automotive products, trade, retail and logistics, information technology and infrastructure development. Mahindra Satyam development and delivery centers in the US, Canada, Brazil, the UK, Hungary, Egypt, UAE, India, China, Malaysia, Singapore, and Australia serve numerous clients, including many Fortune 500 organizations. iDecisionsâ„ ¢ A Packaged Analytical Application for Business Transformation www.mahindrasatyam.com Copyright  © 2011 Tech Mahindra All rights reserved. iDecisionsâ„ ¢ – a packaged analytical application for business transformation iDecisionsâ„ ¢ is a packaged, custom-friendly, open analytics application with industry solution sets across Banking, Insurance, Telecom, Airlines, Manufacturing, Retail, Travel and Logistics, Education, Pharmaceutical and Healthcare. The solution consists of horizontal solution sets for Finance, HR, Procurement, Sales and Customer intelligence. iDecisionsâ„ ¢ enables efficient business management through effective data integration and information analysis to help generate business insight and drive innovation. It incorporates industry best practices in key performance indicators (KPI), logical data models, analytical templates, dashboards and processes. iDecisionsâ„ ¢ Telecom Solution for On-premise implementations and Cloud using Microsoft BI stack iDecisionsâ„ ¢ provides a unique, powerful resolution to an all too common telecommunications industry conundrum. It incorporates industry best practices into an analytical application suite that turns decision making from an art to a science. iDecisionsâ„ ¢ for telecom companies is designed around the following key subject areas: 1 BI Implementation Roadblocks Unclear Business Requirements 2 Multiple Data Sources 3 Time to market 4 Proprietary Technology Standards iDecisionsâ„ ¢ for Telecom Application Engines Customer Value Fraud Detection Churn Prediction RFM scoring Behavior Scoring Best Practices Inventory Industry Standard Business Definition Unified Data Model Best Practices Inventory Industry Standard (XML, CWM) Standard Technology Stack Analytical Applications Customer Intelligence Subscriber Intelligence Campaign Intelligence Usage Intelligence Marketing Intelligence Sales Intelligence Revenue Intelligence Revenue & Margin Analysis Network Intelligence Fault Management Solution Components Adaptive Architecture Reusable Artifacts Call Pattern Intelligence Product Affinity Roaming Intelligence Channel Intelligence Mobile Number Portability Intelligence Contact Center Intelligence Revenue Assurance Performance Management Data Integration Hub How iDecisionsTM addresses BI implementation roadblocks Churn Intelligence Customer Life cycle in Converged networks Credit & Collections Membership & Loyalty Traffic Management Demand forecasting & Capacity Planning Core Post Paid Pre Paid Fixed Line Data Converged Network Video Cable Benefits of iDecisions TM Packaged, customization-friendly, open analytical solution Industry best practices in KPIs, analytical templates, dashboards and processes Modular nature allows clients to pick and implement only selective modules Complements Microsoft BI Capability Highly customizable to suit each customer’s unique BI needs Reduces time-to-market Minimizes risk of failed implementation iDecisionsTM is a pre-built BI solution that is also available on cloud which enables organizations to access information and perform intelligent analysis over a virtual environment. Significant advantages of iDecisionsTM on Cloud offerings include: Low upfront infrastructure investments, lower maintenance and software licensing costs Just-in-time infrastructure with dynamic capacity management saves cost Businesses can turn capital expenses to variable operating expenses Shrinking of processing time due to parallelization; addresses key difficulties surrounding large scale data processing iDecisions based solutions are also available on cloud iDecisions based pre-packaged BI solutions are offered on cloud platform as well. The cloud solutions can be offered either on Mahindra Satyam’s own data centers or on third party data centers. TM TM Customer is risk-free – the risk is completely skewed towards the service provider Usage-based costing Multi-tenant 1 2 Architectural depiction of iDecisionsâ„ ¢ using Microsoft BI Stack The vertical-specific data models from iDecisionsâ„ ¢ are wrapped with relevant ETL and OLAP tools to create end-to-end BI solutions and these solutions are hosted on a cloud platform. The security aspects of cloud computing are well addressed by the iDecisionsâ„ ¢ BI solution which has three layers of securities built – OS-level security, DB level security and Application level security. Clients Scale-up supported by Database design Schema design Physical design Hardware selection and configuration Software selection and configuration Data loading Query specification and tuning SECURITY LAYER 3 4 Case Study 1 Telecom Major in Bahrain Case Study 2 Telecom Major in Mauritius About the Client The client is a leading mobile and data services operator with licenses in 7 Middle Eastern and 15 sub-Saharan African countries. With employee strength of 15,000, the client provides comprehensive range of mobile voice and data services to over 50.74 million individual and business customers with revenue of $ 3 billion. Business Challenges/Needs of the Client The client wanted to address its key challenges such as: Changing consumer preferences Growing cost Lack of good understanding of customer behaviour Unavailability of information on customer churn Unavailability of standardized reporting on organizational basis Unavailability of reports on time Migration from operation to analytics Scattered data source Mahindra Satyam’s Solution Mahindra Satyam deployed a comprehensive solution leveraging its business intelligence solution accelerator iDecisionsâ„ ¢. The solution provided consolidated information to senior management and the ability to execute ad-hoc reporting. The solution helped client to undertake data analysis with data visualization capabilities in Customer Intelligence, Usage Intelligence, Marketing and Revenue Intelligence along with the subject areas such as Churn Management, Loyalty Intelligence, Sales Management, Call Pattern / CDR intelligence. iDecisionsâ„ ¢ Telecom modules implemented for this project included Customer Intelligence, Usage Intelligence, Marketing and Revenue Intelligence. The solution helped assess customer behaviour and pro-actively design marketing programs and identify cross sell / up-sell opportunities besides improving profitability by effective tracking of product/customer channel relationships. iDecisionsâ„ ¢ solution has been able to detect 30,000 churners and predict churners one month in advance. The customer loyalty & retention analytics along with the sales management analytics has resulted in customer retention rate of 33%. Thus out of a total of 30,000 probable churners, a total of 9,900 were retained. A total of US$ 900K was saved for client from iDecisionsâ„ ¢ churn solution in net savings for the fourth quarter. Business Benefits delivered to Client Detected 30,000 churners and predict churners one month in advance Customer retention rate of 33% Comprehensive view of information, from very highly aggregated summary information to the underlying events and detail transactions, for top management Savings to the tune of US$ 900K State of art analysis tools to aid the business users in performing data analysis with analytical and data visualization capabilities Analytics based reports rather than just operational Ability to slice, dice and ad-hoc reporting for deeper understanding of customer behaviour Ability to asses insights on churn behaviour of subscribers thereby aiding to strategize new marketing initiatives About the Client The client is a leading service provider of cellular telephony in the Republic of Mauritius. It provides GSM and UTMS, GSM, GPRS, 3G/UMTS as well as 3.5G/HSDPA and WiMAX networks and offers a range of value-added services telecommunications services throughout the country. Business Challenges/Needs of the Client The client wanted to address its key challenges such as: Providing the senior management with a comprehensive view of information, from very highly aggregated summary information to the underlying events and detail transactions Providing state of art analysis tools to aid the business users in performing data analysis with analytical and data visualization capabilities Providing Customer segmentation capabilities to the senior management through access to consolidated information Mahindra Satyam’s Solution Mahindra Satyam proposed iDecisionsâ„ ¢ framework for this implementation which is part of the iDecisionsâ„ ¢ suite of analytical applications that accelerates the implementation of a Business Intelligence solution with pre-built data model and analytical templates. Besides allowing the client to easily turn the volumes of data they collect and store into meaningful information, the implementation of business intelligence and data warehouse solution covered all the subject areas such as subscription intelligence, call pattern intelligence, roaming intelligence, revenue & margin intelligence, campaign intelligence, churn intelligence and sales intelligence. Business Benefits The solution helped the client to align BI technology initiatives closely with their business strategy and vision through the following benefits Business Intelligence Analysis Advanced Analytics Dashboards Strategic Decision Making