Infotech Lead Europe: TalkTalk, a UK broadband provider, is piloting QlikView Business Discovery platform for faster reporting and dashboards.
The pilot will also enable TalkTalk to give employees the flexibility to better understand how to make the provisioning process faster for an improved customer experience.
As a trailblazer of the QlikView Business Discovery platform, the TalkTalk operations team produces reports across all functions of the business, responding to data requests from the commercial team, marketing, sales, customer retention and compliance divisions.
Using QlikView Business Discovery, TalkTalk can generate an integrated view of the customer journey through the provisioning process by associating disparate data and traversing through the data dynamically.
“We are in a very competitive and aggressive market and it is important to make the provisioning process as fast and smooth as possible to roll out new services and add new customers,” said Peter Cullen, head of Provisioning M.I. and Analysis at TalkTalk.
“Having previously relied on other business intelligence software as an extraction tool and then using Excel documents to generate a report that is distributed to the business, our response rates were slow which was affecting the customer journey,” Cullen added.
The company has selected QlikView Business Discovery for its intuitiveness and ability to empower users to better understand the data variables.
The QlikView Business Discovery platform and intuitive experience for employees will help TalkTalk better understand the customer journey. The aim is to move from a reactive to a more proactive world where bill lead times can be reduced, trends and issues spotted and any bumps in the road smoothed out.
“With large datasets, data analysis becomes time-consuming and being able to slice and dice data to create reports tailored to the individual will save TalkTalk a lot of time to invest elsewhere in the business. Being able to support this with our Business Discovery platform is something we are proud to announce and we look forward to further roll-outs across the TalkTalk business,” said Sean Farrington, RVP Northern Europe & MD UK & Ireland at QlikTech.
