insightsoftware > Case Studies > Saudi Telecom Company's Transformation with Dundas Dashboards

Saudi Telecom Company's Transformation with Dundas Dashboards

Company Size

1,000+

Region

Middle East

Country

Saudi Arabia

Product

Dundas Dashboards

Tech Stack

Data Visualization

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization

Services

Data Science Services

About The Customer

Saudi Telecom Company (STC) is one of the largest telecommunications providers in the Middle East, extending its services as far as Africa and South Asia. The company supplies internet and mobile services to over 160 million customers across these regions. STC handles millions of customer contacts daily for billing, payment, network usage, and support. All this information is monitored in a data center located in the company's headquarters, which features a soccer-field-sized wall of monitors displaying various data regarding network statistics, service analytics, and customer calls.

The Challenge

Saudi Telecom Company (STC), one of the largest telecommunications providers in the Middle East, was struggling with managing and interpreting the vast amount of data generated from its daily operations. With over 160 million customers contacting STC daily for various services, the company had to monitor all this information in a data centre featuring a soccer-field-sized wall of monitors displaying network statistics, service analytics, and customer calls. The challenge was to prioritize and contextualize this data for better understanding and decision-making. The executives lacked the ability to see key performance indicators and had to rely on technical teams for status reports, which often arrived too late, leading to reactive problem-solving rather than proactive prevention.

The Solution

STC chose Dundas after evaluating 15 vendors for its data visualization techniques. Dundas’ Business Intelligence Consultants worked on site in STC’s headquarters in Riyadh to refine the telecommunication dashboards so they functioned properly. The collaboration led to a transformation of STC's data center into a more proactive monitoring environment. Dundas Dashboards were used to visualize key performance indicators, making them readily available to the STC team. The dashboards allowed the team to quickly recognize the root cause of problems and take appropriate action. The dashboards currently occupy nearly a quarter of the soccer-field-sized monitor wall in STC's data center.

Operational Impact

The implementation of Dundas Dashboards transformed STC's data center from reactive to proactive.
The dashboards allowed STC to see trends and correct issues before they became problems.
The availability of the system increased, leading to higher customer satisfaction levels.
The dashboards' design and structure enabled quick recognition of problem root causes and appropriate action.
The adoption rates of Dundas Dashboards were excellent, making it one of the most successful projects implemented by STC.

Quantitative Benefit

Decreased the amount of service tickets by 55% in the year of dashboard implementation.
Increased customer base due to higher customer satisfaction levels.
Increased revenues due to an expanded customer base.