High Performance BI for the Communications Industry delivered by Accenture Communications Solution
High Performance BI is a suite of advanced pre-built analytics, reports and executive dashboards that provide visibility into churn reduction, ARPU enhancement and other business functions of a Communications Service Provider (CSP). High Performance BI is built using Business Objects software and is delivered through the industry leading Accenture Communications Solution (ACS). ACS is a framework that covers all critical processes of a CSP through an integrated suite of leading business applications.
Accenture Communications Solution is continuously enriched as a result of Accenture's experience serving high-performance communications clients. Business Objects is the leading provider of business intelligence (BI) solutions for the communications industry. Our BI components within Accenture Communications Solution address the key areas of customer insight and revenue growth. This combined solution enables CSP's to tackle key issues through pre-configured yet highly flexible solution modules including:
- Average Revenue per User (ARPU) boosting. Provides operators with the capability to identify and deploy potential revenue increasing programs within the customer base.
- Churn prediction and management. Provides communications service providers with the means to more effectively retain their most valuable customers, segment their customer base, and focus marketing campaigns in terms of customer lifetime value (CLV).
- Data warehouse and management reporting. Forms a complete and integrated BI solution for reporting on key performance indicators and providing business insight to management.
- Contact center insight. Assists with the analysis of operational information acquired in a contact center. Capture, monitor and analyze all customer touch-points and experiences to improve the performance of customer care operations and customer satisfaction.
Business Objects and Accenture have teamed to create a solution that provides:
- Enterprise performance management (EPM) capabilities including 200 predefined reports, dashboards, scorecards, and the ability to send alerts based on business rules
- Predefined elements including extraction, transformation and loading (ETL) scripts, statistical behavior models, data marts, data mining tool configuration, analysis models, dashboards, and reports
- A data model supporting profitability elements for wireline, wireless, ISP, and cable
- A catalogue of profitability formulas, revenue, and cost sources with allocation criteria
- A catalogue of customer analytical records covering churn and revenue characteristics
Cross Line of Business Benefits to Customer Insight
The value for the enterprise lies in the challenge of aggressively retaining and growing the customer base and extracting more value from each customer relationship. Those departments receiving the greatest benefit from Accenture Communications Solutions for Business Intelligence include:
- Marketing. To oversee product marketing and product management activities
- Customer care. To improve customer retention and customer satisfaction levels.
- Call center. To better manage up-sell, cross-sell, and outbound marketing campaigns.
- Network operations. To retain and improve network and service quality management.
- Finance. To monitor cost per gross add, marketing spend, plus the impact of churn.
Boosting ARPU
In most mature markets, communications service providers are experiencing a decline in fixed access lines and are near saturation in terms of mobile customer penetration. Due to diminishing subscriber growth, network operators focus on retaining profitable customers as well as driving incremental revenue from the installed base. This ARPU boosting portion of the solution contains predefined reports from Business Objects to help operators improve ARPU and revenue stream analysis, the ability to identify segments with propensity to buy, market penetration analysis, and campaign effectiveness analysis.
Churn Prediction and Management
It is six times more costly to acquire a new customer than to retain a profitable customer. Understanding your customers can have a positive impact on your business. Accenture Communications Solutions for Business Intelligence churn analyses contains over 60 predefined reports from Business Objects that can help create transparency in your customer base by identifying potential churners, determining customer lifetime value, evaluating effective retention programs, and identifying the most responsive targets.
Measurable Impact on the Bottom Line
Accenture Communications Solutions for Business Intelligence enhances core functionalities such as customer care, sales, billing, and service delivery, as it:
- Provides analysis and visibility into business metrics for decision makers
- Facilitates improvement of operational processes
- Supports one integrated view of the customer across all departments, processes and products
- Gives enterprise-wide visibility of revenue, cost sources and allocation
- Increases revenue from greater understanding of business processes and customer segments
Learn more about the partnership between Business Objects and Accenture
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Accenture and Business Objects Joint Customers
- AT&T
- Bellsouth
- Bouygues Telecom (France)
- Nextel
- Swisscom
- Telenor (Pakistan)
- Telstra
Analyst Perspectives
- "ARPU has become a key performance indicator for US wireless operators. As the market saturates, operators are determined to attract highrevenue- producing customers."
Ovum, 2005 - "Because it costs more to sign up a new subscriber than to service an existing one…firms do their utmost to retain present subscribers."
Standard and Poors
Accenture Communication Solutions
- The solution supports current and future business models of traditional wireline, wireless, ISP, and cable operators of every size. Accenture Communication Solutions consist of:
- A suite of pre-integrated software components including those from Business Objects
- An embedded process and organizational framework that includes a standard scalable architectural model
- A predefined set of reports and dashboards providing visibility into operational metrics, process effectiveness, and customer contribution
- A knowledge base of proven business and integration decisions with a consistent, cross-component design