Communications provider uses Business Discovery platform from QlikTech to empower its staff and improve the customer journey
QlikTech (NASDAQ: QLIK), a leader in Business Discovery – user-driven Business Intelligence (BI) – today announced that broadband, home phone and mobile company TalkTalk is piloting its QlikView Business Discovery platform to give employees the flexibility to better understand how to make the provisioning process faster for an improved customer experience.
TalkTalk Group is the largest UK home broadband supplier through its TalkTalk and AOL Broadband brands, and it is also a major player in supplying technology solutions to businesses through its B2B arm, TalkTalk Business. As a trailblazer of the QlikView Business Discovery platform, the TalkTalk operations team has to produce reports across all functions of the business, responding to data requests from the commercial team, marketing, sales, customer retention and compliance divisions. Working in a highly agile market, data requests and business questions change on a daily basis and solving all the issues and questions is time-consuming.
TalkTalk investigated various options and chose QlikView Business Discovery for faster reporting and dashboards, which also empowers the users to ask the right questions for a quicker customer response. 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. We have selected QlikView Business Discovery for its intuitiveness and ability to empower users to better understand the data variables. In using QlikView, we are setting out a best-practice approach to data analysis, while upskilling our staff to manipulate ever more 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.
Sean Farrington, RVP Northern Europe & MD UK & Ireland at QlikTech continues, "As a highly innovative and competitive broadband provider, TalkTalk relies on fast response rates for a smooth customer journey. 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."
QlikTech (NASDAQ: QLIK) is a leader in Business Discovery – user-driven Business Intelligence (BI). Its QlikView Business Discovery solution bridges the gap between traditional BI solutions and inadequate spreadsheet applications. The in-memory associative search technology that QlikTech pioneered created the self-service BI category, allowing users to explore information freely rather than being confined to a predefined path of questions. Appropriate for both SMEs and the largest global corporations, QlikView's self-service analysis can be deployed with data governance in days or weeks. The QlikView Business Discovery platform's app-driven model works with existing BI solutions, offering an immersive mobile and social collaborative experience. Headquartered in Radnor, Pennsylvania, US, QlikTech has offices around the world serving approximately 26,000 customers in over 100 countries.
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