Superior Service for Mass Events
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGenius® Business Analytics (nBA)
Tech Stack
- Smart Data
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Brand Awareness
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
About The Customer
The customer in this case study is a North American Carrier Service Provider (CSP). The CSP is a large-scale company, with a wide range of subscribers, including corporate and VIP accounts. The company is committed to providing superior service to its subscribers, particularly during high-profile events that attract a large number of attendees and visitors. The CSP is aware of the potential risks and additional demands such events can place on their brand and is proactive in managing these challenges to ensure a positive experience for their subscribers.
The Challenge
During a high-profile sporting event, a North American Carrier Service Provider (CSP) was faced with the challenge of ensuring a superior experience for its subscribers, particularly corporate and VIP accounts. The event attracted thousands of attendees and hundreds of visitors to the city, creating additional demands on the CSP's brand. The challenge was to proactively manage subscribers' behavior and experience in near real-time to protect the carrier's reputation.
The Solution
The CSP utilized Smart Data with nGenius® Business Analytics (nBA) to manage the challenge. The nBA solution provided immediate alerts for triage and troubleshooting, allowing the CSP to proactively manage subscribers' behavior and experience. The solution also delivered access to dashboards and reports, providing an in-depth view into subscriber behavior. These reports were used by multiple teams to quickly resolve issues, enhance subscribers' experiences, and advance the CSP's brand value. The nBA solution also provided Smart Data with analytics to third-party systems.
Operational Impact
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