), 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.”